Refund policy
REFUND, RETURNS & DEFECTS POLICY
Last Updated: January 2026
0) IMPORTANT NOTICE
This Policy is part of our agreement with you and should be read together with our Terms of Service and Shipping Policy (DDP). In case of conflict, the document most specifically addressing the issue controls (e.g., Shipping Policy controls shipping events; this Policy controls defects and remedies).
1) MADE-TO-ORDER / COMMISSIONED GOODS = FINAL SALE
1.1 Commissioned production. Valeria Vaux gowns are produced on a Made-to-Order basis after your order is marked Order Confirmed (measurement/specification verification + material/production allocation). Once Order Confirmed, your order is treated as a commissioned product produced to your specifications.
1.2 No returns for change of mind. We do not accept returns or exchanges for preference-based reasons, including but not limited to: “I changed my mind”, “I don’t like it”, “It’s not what I imagined”, “I found another dress”, “my event was cancelled”, or “it arrived too close to my date”.
1.3 No returns for fit issues caused by measurement errors. Incorrect or incomplete measurements do not constitute a manufacturing defect and do not create a refund right.
1.4 Mandatory rights. Nothing in this Policy limits consumer rights that cannot be excluded by mandatory law in your jurisdiction. Where the law permits, custom-made/clearly personalized goods are generally excluded from withdrawal rights.
2) 24-HOUR CANCELLATION WINDOW (PRE-CONFIRMATION ONLY)
2.1 Full refund within 24 hours. You may cancel within 24 hours of purchase for a full refund only if your order has not been marked Order Confirmed.
2.2 After 24 hours / after Order Confirmed. After the 24-hour window and/or once Order Confirmed, cancellations are not eligible for refunds except as expressly provided under the Defects & Remedies section below.
2.3 How to cancel. Email info@valeriavaux.com with your order number and an explicit cancellation statement. Receipt time governs eligibility.
3) WHAT COUNTS AS A “DEFECT”
A “Defect” means a material manufacturing fault in workmanship or construction, such as:
- Wrong model shipped (materially different from what you ordered)
- Structural seam failure, broken zipper hardware, missing core components
- Severe construction faults that make the garment unwearable under normal use
4) WHAT DOES NOT COUNT AS A DEFECT
The following are not Defects and do not create a refund right:
- Artisan variation: minor lace motif shifts, bead placement nuances, texture/drape differences inherent to handmade production
- Color and screen differences: device display differences, lighting, studio conditions
- Preference-based dissatisfaction: dislike, “not what I imagined”, subjective aesthetic opinions
- Fit issues due to measurement inaccuracies, missing measurements, or incorrect fit notes submitted by the client
- Damage after delivery: stains, tears, makeup transfer, perfume, heat/steam damage, improper storage, water damage
- Third-party alterations: tailor errors, resizing, redesign, cutting/adding fabric, or any modification performed by a third party
- Event-related wear and tear, including wearing at a wedding/event, dancing, sitting, outdoor use
- Minor finishing tolerances that do not materially affect wearability or structure
5) STRICT INSPECTION & CLAIM DEADLINES
5.1 Inspect immediately. You must inspect your package and garment immediately upon delivery.
5.2 48-hour notice window. Claims for shipping damage, wrong item shipped, missing items, or obvious manufacturing defects must be reported within 48 hours of delivery.
5.3 Why so strict? Because carrier claims, evidence preservation, and defect assessment become unreliable if inspection is delayed. Late claims may be refused.
6) REQUIRED EVIDENCE (NO EVIDENCE = NO CLAIM)
To submit a valid claim, you must provide clear evidence. We may require some or all of the following:
- Unboxing video (recommended): a continuous video showing the unopened package, labels, and the unboxing process
- Photos of packaging: all sides, shipping label, damage points
- Photos/videos of the issue: close-ups and full garment views
- Order details: order number, product name
- Tailor report (if fit/structure is claimed): a written report by a professional tailor describing the issue
Important: Keep all packaging materials until your claim is resolved. Discarded packaging can invalidate transit damage claims.
7) HOW TO FILE A CLAIM (STEP-BY-STEP)
- Email info@valeriavaux.com with subject: “DEFECT CLAIM – Order #____”
- Include: order number, delivery date/time, description of issue, and evidence attachments/links
- Do not alter, wash, steam, or wear the garment beyond reasonable inspection
- Wait for our written instructions. Unauthorized returns may be refused.
8) OUR REMEDY LADDER (OUR CHOICE OF REMEDY)
If a verified Defect exists, our remedy may include (at our discretion):
- Repair (in-house or authorized repair)
- Remake (commercially reasonable where timelines/materials allow)
- Partial refund proportionate to the defect’s material impact if repair/remake is not feasible
Full refund is exceptional. Full refunds are rare and may apply only when no other remedy is commercially reasonable and the garment is returned as instructed in original condition.
9) PARTIAL REFUND PRINCIPLES (IF APPLICABLE)
Partial refunds (if offered) may consider:
- Severity and location of the Defect
- Impact on wearability and structural integrity
- Feasibility/cost of repair
- Whether the garment has been worn/altered
We may require inspection before confirming a partial refund amount.
10) RETURN FOR INSPECTION (RMA REQUIRED)
10.1 Authorization required. If we request return for inspection, we will issue return instructions (RMA). Do not ship returns without authorization.
10.2 Condition requirements. Returned items must be:
- Unworn (beyond inspection), unaltered, and in original condition
- Free from stains, perfume, deodorant marks, makeup transfer
- Packaged as instructed
10.3 Refused returns. If the returned item shows signs of wear, alterations, stains, or damage not attributable to manufacturing, remedies may be denied.
11) ALTERATIONS & WEARING = LIMITED OR NO REMEDIES
11.1 Alterations limit claims. Once a third party alters the garment, it becomes difficult to isolate manufacturing responsibility. Claims may be denied or limited after alterations.
11.2 Worn at event. Wearing the garment (including at the wedding/event) generally eliminates return options. Claims after wearing are limited to latent structural defects with strong evidence and may be resolved by repair only.
12) ALTERATION CREDIT (FIT SUPPORT) – SEPARATE FROM DEFECTS
12.1 Support benefit. We may offer an alteration reimbursement credit up to $100 USD for minor local adjustments. This is a support program and not a refund right.
12.2 Requirements. A dated receipt from a professional tailor and proof of payment are required. Eligibility is limited to minor adjustments (hem, straps, small waist tweaks).
12.3 Exclusions. Alteration credit does not cover measurement errors, major resizing, redesign, or extensive reconstruction unless explicitly approved by us in writing.
12.4 No double remedy. Alteration credit does not apply where a Defect remedy is provided for the same issue.
13) SHIPPING DAMAGE VS. MANUFACTURING DEFECT
13.1 Transit damage. If the box/package is damaged, document it immediately and report within 48 hours. We may file a carrier claim and may require packaging evidence.
13.2 Manufacturing defect. If the garment has a construction fault, we evaluate under Sections 3 and 8. Evidence and inspection rules apply.
14) DDP SHIPPING: IF THE COURIER REQUESTS PAYMENT
14.1 Do not pay immediately. For DDP shipments, if the courier requests duties/taxes at delivery, contact us within 24 hours with screenshots/written proof.
14.2 We coordinate resolution. We coordinate with the carrier/broker to resolve DDP status or reassessment.
14.3 If you pay without contacting us. Any reimbursement is not automatic and requires official receipts. We may refuse reimbursement if the charge resulted from client-provided inaccurate customs information or failure to follow protocol.
15) REFUSED / UNCLAIMED / RETURN-TO-SENDER SHIPMENTS
If you refuse delivery, fail to provide required customs details, or do not claim the package, the carrier may return or dispose of the shipment. Because the product is commissioned, such events do not create a refund right. Any related shipping, return, storage, and handling fees are your responsibility.
16) U.S. CLIENTS (CLARIFICATION)
For U.S. clients, custom-commissioned made-to-order goods are final sale. Exceptions apply only for verified manufacturing defects, assessed under this Policy.
17) CONTACT
To request support or file a claim: info@valeriavaux.com
End of Refund, Returns & Defects Policy.