Refund policy

RETURNS, REFUNDS & WARRANTY POLICY

Last Updated: 26 September 2026

1. RIGHT OF WITHDRAWAL (UNITED KINGDOM & EUROPEAN UNION)

In accordance with UK and EU consumer protection laws, residents of the United Kingdom and the European Union have the right to withdraw from their purchase within 14 days of receiving the item, without justification.

Condition: the item must be in the same condition as received — unused, with the adhesive backing film intact and unpeeled, complete with all components and original packaging. Return shipping costs: for returns based on change of mind or customer preference, the customer is responsible for all return shipping costs and any associated customs duties.

2. FINAL SALE & DISCRETIONARY APPROVAL

While we honour the 14-day Right of Withdrawal for UK/EU customers and the 30-Day Money-Back Guarantee as outlined in this policy, all other requests for refunds, exchanges or store credit will be carefully reviewed on a case-by-case basis. We reserve the right to approve or decline such requests at our sole discretion, including where the listed timelines, eligibility conditions, evidence requirements, or non-returnable item exclusions are not met. Submission of a request does not constitute approval. Approval will be communicated in writing. Items sent back without an approved return request in writing will not be accepted and do not qualify for a refund.

3. 30-DAY MONEY-BACK GUARANTEE (GLOBAL)

We offer a 30-day guarantee covering manufacturing defects or transit damage. If the product arrives defective, damaged, or fails to project when correctly fitted with fresh batteries, VALOURMARK will cover the cost of a replacement or issue a full refund. Exclusion: promotional items, free gifts, mystery items or bundled add-ons are provided as-is and are not eligible for returns, exchanges, or refunds.

4. DESIGN SELECTION

The product is offered with a choice of emblem designs as shown on the product page. The customer is responsible for selecting the correct design at checkout. A change of design preference after dispatch does not constitute a defect and is not grounds for a refund or chargeback; such requests are reviewed at our discretion under Section 2.

5. MANDATORY PROTOCOL FOR DAMAGES OR DEFECTS

To process a claim for a damaged or defective item, you must contact us via our Contact page with the following:

• Order number.
• Evidence: high-quality photos or videos of the exterior packaging (clearly showing the shipping label) and the product — for projection faults, a short video showing the unit with fresh batteries fitted and the fault occurring; for damage, clear photos of the unit and packaging.

We cannot process refunds or replacements without visual evidence verifying that the damage occurred during transit or is a manufacturer defect.

6. SHIPPING PROTECTION (ADD-ON)

If you purchased Shipping Protection at checkout, your order is covered against transit loss, transit damage, and verified non-delivery, with priority replacement handling. Claims must be submitted within 30 days of the expected delivery date and require the evidence outlined in Section 5. Shipping Protection is a service add-on and is itself non-refundable once the order has dispatched.

7. NON-RETURNABLE ITEMS

The following items cannot be returned:

• Items on sale, clearance, or gift cards.
• Units where the adhesive backing film has been peeled or the unit has been fitted to a vehicle — except where the claim is for a manufacturing defect under Section 3.
• Incomplete returns — missing the lens fob, batteries cover or original packaging.
• Pre-order items confirmed in a dispatch batch.
• Mystery items or bundled add-on products.

8. REFUNDS (GLOBAL)

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed automatically to your original payment method within 10 business days. Banks and credit card companies may require additional processing time to post the funds to your account.

9. SHIPPING & DELIVERY ACKNOWLEDGEMENT

By purchasing from VALOURMARK, the customer acknowledges that shipping times are estimates and may vary due to global logistics, customs processing, or high demand. A delay in shipping does not constitute a valid reason for a chargeback. We commit to providing valid tracking information for all orders. If a package is marked as Delivered by the carrier, it is considered legally delivered. We are not responsible for packages stolen from doorsteps or mailboxes after confirmed delivery.

10. ABUSE OF RETURNS & FRAUD PREVENTION

We monitor return activity for abuse. If we detect a pattern of suspicious returns, we reserve the right to reject the return and close the customer's account. Any attempt to open a fraudulent chargeback will be reported to the relevant payment processor and may result in legal action to recover the lost funds and associated fees.

11. FORCE MAJEURE

VALOURMARK shall not be held liable for any failure or delay in performance due to circumstances beyond our reasonable control, including natural disasters, strikes, interruptions in transportation or global supply chain issues.

12. PRODUCT REPRESENTATION & VARIATION

Product images displayed on our store are representative of the design concept and are illustrative rather than a guarantee of exact match. The brightness, size, sharpness and colour of the projected emblem vary with the ground surface, ambient light, door height and battery charge; darker surfaces and low ambient light produce the clearest projection. Such variations are inherent to this type of product and are not classified as defects under this policy. Subjective dislike of the design or perceived discrepancy from product photography beyond the inherent variation described above does not constitute grounds for refund, replacement, or chargeback.

13. SAFE-USE AND FITTING CONDITION

The product must be fitted and used as set out in Section 9 of the Terms of Service (Safe Use and Fitting). Claims arising from incorrect fitting, modification, wiring into the vehicle, immersion, use while the vehicle is in motion, or damage to vehicle paint, wrap or trim are not covered by this policy.

14. NO PARTIAL REFUNDS

No partial refunds are issued under any circumstances. Where a return is approved, resolution is either (a) full refund upon receipt of the returned item in eligible condition, or (b) no refund and item kept by customer. Negotiated partial refund offers are not entertained.

15. PRE-CHARGEBACK CONTACT REQUIREMENT

By placing an order, the customer agrees to contact VALOURMARK customer service first via our Contact page and allow a minimum of seven (7) business days for direct resolution before initiating any chargeback. Chargebacks filed without prior good-faith attempt at direct resolution may be classified as friendly fraud and contested with the customer's payment provider, the courier, and where applicable reported to fraud-sharing networks including Verifi, Ethoca and Disputifier, and to the relevant consumer fraud authorities. Where a chargeback is ruled in VALOURMARK's favour, VALOURMARK reserves the right to pursue the customer for the chargeback fee of £10 GBP or local equivalent, administrative costs, and any associated recovery costs.

16. DELIVERY CONFIRMATION & FRIENDLY FRAUD

The carrier's electronic delivery scan to the address provided at checkout is the definitive record of order fulfillment. Disputes over non-receipt after a confirmed delivery scan are not eligible for refund and will be contested with the customer's payment provider, citing the courier delivery evidence on file. Such disputes may be classified as friendly fraud.

17. ACCEPTANCE OF TERMS

By completing checkout, the customer expressly confirms that they have read, understood, and accepted this Returns, Refunds & Warranty Policy in full, along with the Shipping Policy and the Terms of Service.