Refund policy
Refund & Return Policy
At VALEWARD, we want every customer to feel confident when placing an order with us. If your purchase is not right for you, this policy explains how returns, exchanges and refunds are handled.
1. Return Eligibility
You may request a return within 14 days of receiving your order.
To be eligible for a return:
- The item must be unworn beyond what is reasonably necessary to check the fit and condition.
- The item must be returned in its original condition.
- Any original tags and accessories supplied with the item should be included.
- Your order number or other valid proof of purchase is required.
- The return request must be submitted within the applicable return period.
Where applicable, once you have informed us that you wish to return an item, it should be sent back promptly in accordance with the instructions provided by our support team.
Unless the item is faulty, damaged or incorrect, return shipping costs are the customer’s responsibility.
Our designated international returns centre is currently located in China. The complete return address will be provided after your return request has been reviewed.
2. How to Request a Return
Step 1: Contact Our Support Team
Email:
Please include:
- your order number;
- the item you wish to return;
- the reason for your return.
Step 2: Receive Your Return Request Form
After receiving and reviewing your request, our customer support team will send you the appropriate Return Request Form together with the return instructions.
The correct return address will also be provided at this stage.
Step 3: Complete the Return Request Form
Complete the form and follow the instructions provided by our support team.
Please do not send a return to any address before receiving the official return instructions.
Step 4: Send Your Return
We strongly recommend using a trackable shipping service and keeping your proof of postage until the return process has been completed.
For standard returns and exchanges, return shipping costs are the customer’s responsibility.
3. Exchanges
If you need a different size or colour, you may request an exchange within 14 days of delivery.
Eligible items may be exchanged provided they meet the return conditions described in this policy.
Exchanges are subject to stock availability.
To request an exchange, contact our support team. Once your request has been reviewed, you will receive the Return Request Form and the necessary instructions.
Full exchange and return conditions are governed by this Refund & Return Policy.
4. Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged or different from what you ordered, please contact us as soon as possible at:
Please provide:
- your order number;
- a description of the issue;
- clear photographs of the item and packaging where appropriate.
Once the issue has been reviewed and confirmed, VALEWARD will provide an appropriate resolution.
Depending on the circumstances, this may include:
- a replacement;
- a full refund;
- another appropriate resolution agreed with the customer.
Where an eligible return is required because an item is faulty, damaged or was sent incorrectly, the customer will not be required to bear the applicable return shipping cost.
Nothing in this policy limits any statutory consumer rights that may apply.
5. Optional Alternative Solutions
We understand that international returns can sometimes be inconvenient or costly.
In certain circumstances, our support team may offer an alternative solution that allows the matter to be resolved without returning the item.
Depending on the situation, these alternatives may include:
- a partial refund while keeping the item; or
- store credit without returning the item.
These options are entirely optional and will only apply where both the customer and VALEWARD agree to the proposed resolution.
Accepting an alternative solution is not required in order to exercise any consumer rights that otherwise apply.
6. Refund Processing
Once your returned item has been received and reviewed, we will notify you regarding the outcome of your return.
Approved refunds will be issued to the original payment method used for the order.
We normally process approved refunds within approximately 5–10 business days after receiving and reviewing the returned item, or appropriate evidence of return where applicable.
After a refund has been processed by VALEWARD, your bank, card issuer or payment provider may require additional time before the funds appear in your account.
Any legally applicable refund deadlines remain unaffected by this internal processing estimate.
7. Return Shipping Costs
For standard returns and exchanges, return shipping costs are the customer’s responsibility.
If an item is confirmed to be faulty, damaged or sent incorrectly, VALEWARD will cover the applicable return shipping cost or provide another appropriate resolution.
Customers should use a trackable shipping method whenever possible and retain proof of postage.
VALEWARD cannot be responsible for a return shipment that is lost before reaching the designated returns centre where no valid tracking or proof of shipment is available.
8. Return Destination
VALEWARD works with international fulfilment and returns partners.
Our designated returns centre is currently located in China.
For security and processing accuracy, the complete return address is provided only after a return request has been submitted and reviewed by our customer support team.
Please do not return products to an address found on packaging, shipping labels or elsewhere unless that address has been specifically provided by VALEWARD for your return.
9. Items That May Not Be Eligible for Return
Certain products may be excluded from change-of-mind returns where permitted by applicable consumer law.
Examples may include:
- personalised or customised products;
- sealed hygiene-sensitive goods after the seal has been broken;
- gift cards or other non-physical stored-value products.
These exclusions do not affect your rights where an item is faulty, damaged, incorrect or otherwise covered by applicable consumer protection law.
10. Consumer Rights
This policy is intended to provide clear information about VALEWARD’s return, exchange and refund procedures.
Nothing in this policy is intended to exclude, restrict or replace any rights available to customers under applicable consumer protection laws.
Where local law provides additional rights or remedies, those statutory rights will continue to apply.
11. Policy Updates
VALEWARD may update this policy from time to time to reflect changes in our operations, fulfilment arrangements or applicable requirements.
The current version of this policy will always be available on our website.
12. Contact Us
For questions about returns, exchanges or refunds, contact our customer support team:
Email: support@valewardtactical.com
Please include your order number whenever possible so our team can assist you more efficiently.