Refund policy

Change-of-mind returns

Contact guan030717@gmail.com within 30 calendar days after your order is shown as delivered to request a return. Items must be unworn, unused and undamaged, with the original packaging reasonably complete.

Please contact VALOIREA and obtain return instructions before sending anything back. We do not accept returns sent without prior communication. Use a trackable shipping service. For a change-of-mind return, you are generally responsible for return shipping and applicable return-related charges, which will be explained in the return instructions. We do not offer free change-of-mind returns.

Where VALOIREA is not at fault, any original delivery charge actually collected separately is generally non-refundable. We will confirm your refund after receiving and inspecting the returned item.

Wrong items, obvious defects or shipping damage

Please contact guan030717@gmail.com promptly with your order information and the photographs reasonably needed to review the issue. Once we confirm that VALOIREA is responsible, we will bear the reasonable cost of resolving it. Depending on the circumstances, we may arrange a replacement, cover reasonable return costs, or issue a refund without requiring a return. You will not be required to bear reasonable return costs caused by our error. If a refund is approved, we will refund the applicable item amount and relevant charges arising from our responsibility.

Refund timing

Once a return has passed inspection, or we have confirmed that no return is required and approved the refund, we aim to initiate the refund to your original payment method within 2 business days. A standard change-of-mind return still in transit has not yet met this condition.

Initiating a refund does not mean that the funds have reached your account. Actual posting time is controlled by your bank, card issuer or payment provider.

Order cancellation

Please contact us as soon as possible if you wish to cancel. We will try to cancel and refund your order if it has not reached a preparation or fulfillment stage that can no longer be stopped. If preparation is already underway or the order cannot be intercepted, a change-of-mind request will be handled under the return policy. Cancellation is not guaranteed at every stage.

This does not restrict refunds when we cannot fulfill your order or you decline a proposed dispatch delay. An approved cancellation of an unshipped order does not require a return.

If we cannot prepare your order

If your selected piece becomes unavailable, cannot be prepared, or does not pass our checks, we will contact you. We will not substitute another design without your agreement. If we cannot fulfill the order, we will cancel and refund it; your refund will not depend on our recovery of costs from another party.

Dispatch delays

If we cannot dispatch within the preparation period stated for your order, we will contact you before that period ends with a supported revised dispatch date or the option of a full refund. We will not proceed with a delay without your agreement. If you decline the delay, or we cannot obtain your agreement, we will cancel and refund the order. We will contact you again if a further delay occurs.

These conditions do not limit any rights that apply under applicable law.