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At ValorStep, every item is made with pride for the first responder community. Because many of our products are custom-made or produced on demand, our return and refund process differs from traditional retail.
Please review this policy carefully before placing your order.
Overview
Our return policy lasts 30 days from the date of delivery. After 30 days, we are unable to offer a refund or exchange.
To be eligible for a return:
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The item must be unused and in the same condition as received
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The item must be in its original packaging
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Proof of purchase (order confirmation or receipt) is required
Please do not send items back to the manufacturer. Contact us first for return instructions.
Non-Returnable Items
Certain items cannot be returned, including but not limited to:
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Gift cards
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Downloadable or digital products
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Personal care items
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Intimate or sanitary goods
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Hazardous materials or flammable products
Additionally, custom or personalized items may not be eligible for return unless defective or incorrect due to our error.
Partial Refunds (If Applicable)
Partial refunds may be granted in the following situations:
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Items showing signs of use
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Items returned damaged or incomplete (not due to our error)
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Items returned more than 30 days after delivery
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Products not in original condition or packaging
Refund Process
Once your return is received and inspected:
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You will receive an email confirming receipt of your returned item
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We will notify you of approval or rejection of your refund
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If approved, the refund will be processed to your original payment method
Please allow several business days for your financial institution to post the refund.
Late or Missing Refunds
If you have not received your refund:
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Check your bank account again
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Contact your credit card company (processing delays may occur)
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Contact your bank for further information
If you have completed these steps and still have not received your refund, please contact us at:
Sale Items
Only regular-priced items may be refunded.
Sale or promotional items are non-refundable, unless defective or incorrect.
Exchanges
We replace items only if they are:
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Defective
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Damaged during transit
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Incorrect due to our fulfillment error
If you need an exchange for the same item, contact us at:
Do not return items without authorization.
Gifts
If the item was marked as a gift and shipped directly to you:
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You will receive a gift credit once the return is processed
If the item was not marked as a gift:
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The refund will be issued to the original purchaser
Return Shipping
Customers are responsible for return shipping costs unless the item is defective or incorrect due to our error.
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Original shipping costs are non-refundable
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If a refund is issued, return shipping costs may be deducted
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We recommend using a trackable shipping service for valuable items
ValorStep is not responsible for lost return shipments.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect:
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Contact us within 48 hours of delivery
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Provide photos of the item and packaging
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We will arrange a replacement or refund as appropriate
Need Assistance?
Our team is here to help.
Email: [email protected]
We typically respond within 24–48 business hours (Monday–Friday, excluding holidays).
A Note to Our First Responder Community
ValorStep exists to honor those who serve. Every item you wear represents courage, sacrifice, and pride. If something isn’t right with your order, we will do our best to make it right.