Refund policy
Last updated: September 5, 2026
At Valourier, we want you to love your order. You can return eligible items within 30 days of delivery for a refund of the item price to your original payment method. If you live in the United Kingdom or the European Union, you also have a legal right to withdraw from your purchase, explained below. Nothing in this policy limits your statutory rights.
Eligibility
To be eligible for a return under our 30-day policy, the item must be:
- Returned within 30 days of the delivery date shown in tracking
- Unused, unworn, unwashed and in the same condition you received it
- In its original packaging, with all tags and accessories included
- Accompanied by your order number or proof of purchase
Items that cannot be returned
- Gift cards
- Personalized or custom-made items
- Sealed hygiene items, such as earrings or intimate apparel in sealed packaging, once the seal has been removed
- Items marked “Final Sale” on the product page at the time of purchase, except where the law gives you a right of withdrawal
These exclusions do not apply to items that arrive damaged, defective or not as described.
How to start a return
- Email us at support@valourier.com with your order number, the item(s) you want to return and the reason. Customers in the UK and EU can also use the “Withdraw from contract” link in our website footer.
- We will reply within 1–2 business days with the return address, including the country where it is located, and any customs form required. Please do not send items to our business address, because returns sent there cannot be processed.
- Ship the item using a trackable service and send us the tracking number.
Return shipping costs are paid by the customer, unless the return is due to our error (damaged, defective or wrong item). Because we give you the return address before you ship, you can check the cost first. We do not charge restocking fees.
Right of withdrawal for UK and EU customers
If you are a consumer in the United Kingdom or the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period ends 14 days after the day you, or a person you name other than the carrier, receive the goods. If your order arrives in several parcels, the period starts when you receive the last one.
To withdraw, tell us clearly before the 14 days end. You can:
- Use the “Withdraw from contract” link in our website footer or in your order confirmation email. No login is required.
- Email us at support@valourier.com.
- Write to KSO Ventures LLC, 3253 Bird Ave, Miami, FL 33133, United States.
You may use the model withdrawal form below, but you don’t have to. We will confirm receipt of your withdrawal by email without delay.
Effects of withdrawal:
- You must send the goods back without undue delay, and no later than 14 days after telling us that you are withdrawing.
- We will refund all payments received from you, including the cost of standard delivery, no later than 14 days after we receive your notice. If you chose a delivery method more expensive than our least expensive standard delivery, we will not refund the extra cost.
- We may withhold the refund until we receive the goods back, or until you show proof that you sent them, whichever comes first.
- We will refund you using the same payment method you used, unless you expressly agree otherwise. You will not pay any fees for the refund.
- You pay the direct cost of returning the goods.
- You are only liable for any loss in value of the goods caused by handling them beyond what is needed to check their nature, characteristics and functioning.
The right of withdrawal does not apply to personalized or custom-made items, or to sealed hygiene items unsealed after delivery.
Model withdrawal form (complete and return this form only if you wish to withdraw from the contract):
To: KSO Ventures LLC, 3253 Bird Ave, Miami, FL 33133, United States, support@valourier.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.
Damaged, defective or wrong items
Please inspect your order when it arrives. If an item is damaged, defective or not what you ordered, email us at support@valourier.com with your order number and photos of the item and packaging. We ask you to contact us within 14 days of delivery so we can resolve it quickly, but this does not limit your legal rights. We will send a free replacement or issue a full refund, including shipping, at your choice. In most cases we will not ask you to send the item back.
Customers in the UK and EU also have statutory rights for goods that are faulty or not as described. These include the legal guarantee of conformity in the EU and the rights under the UK Consumer Rights Act 2015.
Lost or undelivered packages
If your tracking has not updated for 10 business days, or your order has not arrived within the delivery window stated in our Shipping Policy, contact us. We will open an investigation with the carrier and, if the package is confirmed lost, reship your order or refund you in full.
Refunds
Once we receive and inspect your return, we will email you to confirm whether it was approved. Approved refunds are issued to your original payment method within 5 business days, and always within the legal deadlines that apply to you. Your bank or card issuer may take an additional 5–10 business days to post the credit to your account.
Under our 30-day policy, original shipping charges are refundable only when the return is due to our error. For UK and EU withdrawals, the cost of standard delivery is refunded as described above.
If you haven’t received your refund 15 business days after our approval email, please check with your bank first, then contact us at support@valourier.com.
Exchanges
The fastest way to get a different size or color is to return the item you have and place a new order for the item you want.
Order cancellations
You can cancel your order for a full refund within 12 hours of purchase. After 12 hours, your order may already be in fulfillment. We will try to cancel it, but we cannot guarantee it. Email us at support@valourier.com with your order number. If your order has already shipped, you can return it under this policy. UK and EU customers can always withdraw as described above.
Please contact us before opening a dispute
If there is a problem with your order, please reach out to us first. We respond within 24–48 hours on business days and resolve most issues faster than a bank dispute can.
Contact
KSO Ventures LLC
3253 Bird Ave, Miami, FL 33133, United States
Email: support@valourier.com
Phone: +1 (410) 844-5379