Refund policy
At Valentore, we are committed to providing a reliable and transparent shopping experience. This policy outlines the conditions, limitations, and procedures for returns and refunds.
By placing an order on valentore.com, you agree to the terms described below.
Request Period
Customers may request a return or refund within 14 days of confirmed delivery of the order, based on the carrier’s tracking information.
Requests submitted after this period will be automatically declined.
Refund Eligibility
To be eligible for a refund, all of the following conditions must be strictly met:
- The product must be unused, unworn, and in original condition, with no signs of use.
- The product must be returned in its original packaging, including all accessories, manuals, and inserts.
- The return must be approved in advance by our support team.
- The item must be shipped to the designated return address provided by our team — unauthorized returns will not be accepted.
Non-Refundable Situations
Refunds will not be issued in the following cases:
- Products showing signs of use, damage, or alteration not caused by us
- Requests made after the 14-day return window
- Items returned without prior authorization
- Incorrect or incomplete return shipments
- Failure to provide sufficient evidence when claiming a defective or incorrect item
Additionally, the following items are non-refundable:
- Personalized or custom-made products
- Intimate or hygiene-sensitive goods
- Final sale or clearance items
Proof Requirement
For any claim involving defective, damaged, or incorrect items, customers must provide clear photo or video evidence.
Valentore reserves the right to deny refund requests if the evidence provided is insufficient or inconsistent.
Refund Process
All refunds will be issued to the original payment method only.
Once the returned item is received and inspected, customers will be notified by email regarding the approval or rejection of the refund.
If approved:
- Refunds are processed within 10 business days
- Processing times may vary depending on the payment provider or financial institution
Valentore is not responsible for delays caused by banks, payment gateways, or third-party processors.
Return Shipping
- Customers are responsible for all return shipping costs, including any customs duties or fees
- Shipping costs are non-refundable
- We strongly recommend using a trackable shipping service, as we are not responsible for lost returns
Exceptions:
If the item is confirmed to be defective or incorrect due to our error, we will, at our discretion:
- Provide a replacement, or
- Cover the return shipping costs
Chargebacks and Disputes
By making a purchase on valentore.com, you agree to contact us at support@valentore.com before initiating any chargeback or dispute.
Initiating a chargeback without prior communication may be considered a violation of this policy.
We reserve the right to submit all relevant evidence, including order confirmation, tracking information, and customer communication, to contest disputes.
Important Notes
- Valentore operates as a global e-commerce business, and shipping times may vary depending on destination and logistics partners
- Customers are responsible for providing accurate shipping information at checkout
- We are not responsible for failed deliveries due to incorrect addresses or unavailability of the recipient