RETURN AND REFUND POLICY

Last updated: 23 August 2026

At VALQORO, we want every customer to receive a product that reflects the craftsmanship, quality and specifications presented on our website. This policy explains your rights and the process for cancellations, returns, exchanges and refunds.

OUR ISLAMIC BUSINESS COMMITMENT

VALQORO is inspired by the honest and responsible approach to trade associated with Hazrat Abdur Rahman bin Auf (رضی اللہ عنہ). We aim to conduct every transaction with honesty, transparent pricing, mutual consent, fair dealing and respect for the customer.

We will not knowingly hide a defect, misrepresent a product or unfairly withhold money that is rightfully due to a customer. If we make a genuine mistake, we will take responsibility and work toward a fair solution. At the same time, we respectfully expect customers to provide accurate information and deal with us honestly.

This ethical commitment supports—but does not replace—your rights under applicable consumer law.

1. Eligibility for Returns

For eligible standard, non-personalised products purchased online, you may notify us that you wish to cancel and return your order within 14 days of receiving it.

After notifying us, you must send the product back within a further 14 days.

You do not need to provide a reason for returning an eligible standard product, although your feedback may help us improve our products and services.

This change-of-mind return right generally applies to standard products that have not been customised or made according to your personal specifications.

2. Return Conditions

To qualify for a full change-of-mind refund, the product should be returned:

• Unworn, other than being tried on as you would in a physical shop

• Unused and unwashed

• In its original condition

• With all original tags attached

• With its original packaging and accessories

• Free from perfume, smoke, body odour, stains, pet hair or other contamination

• Without scratches, alterations, creases caused by misuse or other customer damage

Customers may inspect and try on a product only to the extent reasonably necessary to determine its nature, characteristics, size and fit.

If handling beyond what would reasonably be permitted in a shop reduces the value of the product, we may make an appropriate deduction from the refund where permitted by law.

3. Made-to-Order Products

Many VALQORO products are manufactured after an order is placed.

A standard product is not automatically considered personalised simply because it is produced after the order. If the product follows our standard design, standard size and standard specifications, it may remain eligible for the standard cancellation and return rights described in this policy.

However, products made specifically according to your individual instructions may be excluded from change-of-mind returns.

4. Personalised and Custom-Made Products

The following products are generally not eligible for cancellation, return or exchange merely because you have changed your mind:

• Made-to-measure products produced using measurements supplied or approved by you

• Products altered to your requested measurements

• Products made in a non-standard size specifically for you

• Products featuring your name, logo, initials or personalised branding

• Products made in a custom colour or material selected specifically for you

• Products with requested design, hardware, lining or construction changes

• Products produced according to other clearly personalised specifications

Before beginning a personalised order, we may ask you to confirm the measurements, design details, materials, colours, artwork or other specifications.

Once production of a personalised product has started, the order may not be cancelled or changed unless we agree otherwise.

This restriction does not affect your rights if the product is faulty, damaged, not as described or does not match the specifications confirmed by us.

5. Incorrect Customer Measurements

For made-to-measure products, customers are responsible for providing accurate measurements and following our measurement instructions.

A product will not normally be considered faulty if the fit problem was caused by:

• Incorrect measurements supplied by the customer

• Selection of an incorrect standard size

• Measurements taken using a different method from our instructions

• Changes in the customer’s body measurements after confirmation

• Failure to provide requested fit or measurement information

Where possible, we may offer an alteration or remake service. Any availability, cost and shipping responsibility will be assessed individually.

If VALQORO produces the product in measurements that materially differ from the measurements confirmed by both parties, we will take responsibility and provide an appropriate solution.

6. Faulty, Damaged or Incorrect Products

If your product arrives faulty, damaged, incorrect or materially different from its description, please contact us as soon as reasonably possible.

Your email should include:

• Your full name

• Order number

• Clear description of the problem

• Photographs or video showing the issue

• Photographs of the packaging if the parcel arrived damaged

• A photograph of the shipping label where relevant

Please do not return the product before receiving return instructions from us.

After reviewing the issue, we may offer an appropriate remedy, including:

• Repair

• Replacement

• Remake

• Partial refund

• Full refund

Where a product is confirmed to be faulty, damaged, incorrect or not as described, VALQORO will cover reasonable return-shipping costs or provide another suitable return arrangement.

For eligible UK purchases, faulty goods may qualify for the short-term right to reject within 30 days, subject to the Consumer Rights Act 2015. Additional repair, replacement or refund rights may continue after this period.

7. Natural Leather Characteristics

Genuine leather is a natural material. Each hide may contain individual variations, including:

• Natural grain differences

• Minor texture variations

• Small scars or markings

• Slight shade differences

• Natural creases

• Variations between different parts of the hide

These natural characteristics are part of genuine leather and are not normally considered manufacturing defects.

Similarly, minor variations resulting from genuine handcraftsmanship are not defects where they do not materially affect the product’s appearance, quality, durability or intended use.

8. How to Request a Return

Before sending any product back, contact us at:

Email: [INSERT CUSTOMER SERVICE EMAIL]

Include:

• Your order number

• Product name

• Reason for the return

• Photographs if the product is faulty, damaged or incorrect

We will review your request and, if eligible, provide the return address and return instructions.

Do not send a return to the address shown on the original parcel without first receiving confirmation from VALQORO. Our return-processing address may be different from the original shipping address.

Unauthorised returns may be delayed, refused or returned to the sender.

9. Return Shipping Costs

For eligible change-of-mind returns:

• The customer is normally responsible for the return-shipping cost.

• The customer should use a tracked and adequately insured delivery service.

• The customer is responsible for the parcel until it reaches the confirmed return address.

• Original international duties, taxes and customs-clearance charges may not be recoverable from VALQORO.

If the product is confirmed to be faulty, damaged, incorrect or not as described, VALQORO will cover reasonable return costs or provide an appropriate return method.

We cannot accept responsibility for products lost or damaged during an independently arranged return shipment.

10. International Returns and Customs

When returning an international order, clearly mark the customs declaration as:

“RETURNED GOODS – NO COMMERCIAL VALUE”

Customers must follow the return instructions supplied by VALQORO.

VALQORO will not be responsible for additional customs charges caused by an incorrectly completed return declaration. Where legally permitted, such charges may be deducted from the refund.

Customs duties and import taxes originally paid directly to a government authority or courier are not normally refunded by VALQORO. Customers may need to apply separately to the relevant authority for reimbursement.

11. Inspection of Returned Products

All returned products will be inspected after arrival.

We will check:

• Product condition

• Signs of wear or use

• Original tags and packaging

• Odours, stains or contamination

• Alterations or customer damage

• Whether the returned item matches the original order

We will notify you if the return is accepted, requires further information or is subject to a lawful deduction because of reduced value.

12. Refund Processing

Approved refunds will be issued to the original payment method.

For eligible cancellations, refunds will be processed without undue delay and normally within 14 days after:

• We receive the returned product; or

• You provide acceptable evidence that the product has been sent back,

whichever occurs first, where required by applicable law.

Your bank, payment provider or card issuer may require additional time to display the refund in your account.

VALQORO cannot normally issue a refund to a different card, bank account or payment method.

13. Original Shipping Charges

For an eligible cancellation of a standard product, we will refund the product price and the cost of our least expensive standard delivery option where required by applicable law.

If you selected express, premium or upgraded shipping, the additional amount paid above the standard delivery cost will not normally be refunded.

Original shipping charges may not be refundable for:

• Personalised or custom-made products

• Partial returns where the original shipping charge would have been the same

• Refused or unclaimed deliveries

• Returns caused by an incorrect address

• Returns outside your legal or stated cancellation rights

These limitations do not apply where the product is faulty, damaged, incorrect or not as described and applicable law requires the shipping cost to be refunded.

14. Exchanges

Eligible standard products may be exchanged for another available size, subject to stock or production availability.

Customers requesting a change-of-mind exchange are normally responsible for:

• Returning the original product

• The cost of return shipping

• Any price difference

• The cost of sending the replacement product, where applicable

Personalised or made-to-measure products cannot normally be exchanged because of incorrect customer measurements or a change of preference.

If VALQORO supplied the wrong size or did not follow the confirmed specifications, we will arrange an appropriate correction without charging the customer.

15. Order Cancellations Before Dispatch

Contact us immediately if you wish to cancel an order.

For standard products, cancellation may be possible before dispatch, subject to your applicable legal rights.

For personalised or made-to-measure orders:

• A full cancellation may be possible before production begins.

• Cancellation may not be available once production has started.

• Where applicable law permits a charge, any amount retained will be reasonable and related to work completed, materials committed or actual loss.

We will not impose an unfair or automatic cancellation penalty.

16. Late or Missing Refunds

If you have received confirmation that a refund was issued but it has not appeared:

1. Check your bank or payment account again.

2. Contact your card issuer or payment provider.

3. Allow for the provider’s standard processing time.

4. Contact us at [INSERT CUSTOMER SERVICE EMAIL] if the refund is still missing.

17. Sale and Promotional Products

Eligible sale products have the same statutory rights as full-price products.

A discount does not remove your rights where a product is faulty, damaged, incorrect or not as described.

A product sold at a reduced price because of a clearly disclosed defect cannot normally be returned solely because of that same disclosed defect. Other legal rights remain unaffected.

18. Refused and Unclaimed Deliveries

A refusal to pay import charges, failure to collect a parcel or failure to respond to a courier does not automatically create a right to a full refund.

Where a parcel is returned to us for these reasons, we may deduct reasonable costs actually incurred, including:

• Original shipping costs

• Return-to-sender charges

• Customs or clearance charges

• Other direct costs resulting from the failed delivery

Any deduction will be made only where permitted by law.

Personalised and custom-made products may remain non-refundable if delivery is refused without a valid legal reason.

19. Abuse of the Returns Process

We reserve the right to investigate return requests involving suspected:

• Fraud

• Product substitution

• Deliberate damage

• Excessive use before return

• False claims

• Repeated misuse of our return service

This provision will be applied reasonably and will not restrict any genuine statutory rights.

20. Your Statutory Rights

Nothing in this policy excludes, restricts or replaces any mandatory rights available to you under applicable consumer law.

If any provision of this policy conflicts with a mandatory consumer right, the mandatory legal right will take priority.

21. Contact Us

For return, exchange or refund enquiries, contact:

VALQORO
Email: valqorowear@gmail.com
Website: www.valqorowear.com
Return address: 
Business address: 

Please include your order number in all correspondence.