Refund policy

Return & Refund Policy 

This policy applies to all purchases made through our official store and is in accordance with applicable consumer protection guidelines.

Eligibility for Returns

To be eligible for a return:

  • The item must be unused, unopened, and in the same condition as received

  • All seals, tags, and original packaging must be intact

  • Due to hygiene and safety reasons, opened or used personal care products cannot be returned

  • A receipt or proof of purchase is required

How to Start a Return

To initiate a return, contact us within 15 days of receiving your order:

📧 support@valoriea.com

Once your request is approved, you will receive return instructions.

Do not send items back without prior approval, as these will not be accepted.

  • Return shipping costs are the responsibility of the customer

  • Unauthorized returns will not be processed or refunded

Return Address

RM 511, 5/F, Ming Sang Industrial Building
19–21 Hing Yip Street, Kwun Tong
Hong Kong

Returns sent to any other address will not be processed.

Damaged or Incorrect Items

Inspect your order upon arrival. Contact us immediately if:

  • The item is damaged or defective

  • You received the wrong product

We will assess the situation and arrange a replacement or refund where applicable.

Items Not Eligible For Return

The following items cannot be returned:

  • Opened or used personal care products (including Derma-Under)

  • Perishable goods (e.g. food, plants)

  • Custom or made-to-order products

  • Hazardous materials

  • Sale or promotional items

  • Gift cards

If unsure, contact our support team before initiating a return.

Exchanges

To exchange an item:

  1. Follow the return process above

  2. Place a new order separately

This ensures the fastest processing time.

Refunds

Once your return is received and inspected:

  • You will be notified of approval or rejection

  • Approved refunds are issued to your original payment method

  • Please allow up to 10 business days for processing (depending on your bank/provider)

Refused Deliveries or Missed Pickups

If an order is:

  • Refused at delivery, or

  • Not collected from the local post office

It will be returned to us.

A  $15 will be deducted from your refund.

Questions

For any questions or support:

📧 support@valoriea.com