Refund policy

Effective Date: December 22-2025

This Refund Policy governs all purchases made through VALTERRE, a proprietary brand owned and operated by NEXTRIX TECHNOLOGIES PRIVATE LIMITED (the “Company,” “we,” “us,” or “our”). By placing an order through this website, the customer acknowledges and agrees to the terms herein.

1. GENERAL POLICY

Due to the premium and often limited-production nature of our leather goods, all refund, return, replacement, and exchange requests are subject strictly to this Policy.

The Company reserves sole discretion in evaluating product condition, eligibility, authenticity of claims, and compliance with return requirements.

2. ELIGIBILITY FOR RETURNS

A return request may be submitted within fourteen (14) calendar days from confirmed delivery, provided that:

  • the product remains unused and undamaged;
  • the product is returned in original condition;
  • original packaging, protective materials, authenticity tags, inserts, accessories, and documentation are included;
  • proof of purchase is provided;
  • no customization, monogramming, engraving, alteration, or bespoke modification has been performed.

Failure to satisfy these conditions may result in rejection of return eligibility.

3. NON-RETURNABLE ITEMS

The following are strictly non-returnable and non-refundable except where required by applicable law:

  • personalized or customized goods;
  • made-to-order products;
  • final-sale or promotional clearance items;
  • products showing signs of wear, misuse, tampering, alteration, damage, or unauthorized repair;
  • items returned without prior authorization.

4. DEFECTIVE OR DAMAGED GOODS

Customers must report transit damage, manufacturing defects, or order discrepancies within forty-eight (48) calendar hours of delivery, accompanied by:

  • written description of issue;
  • photographic evidence sufficient for verification;
  • original packaging documentation.

Upon verification, the Company may, at its sole discretion:

  • repair the product;
  • replace the product;
  • issue store credit; or
  • issue refund to original payment method.

Normal leather variation, natural markings, grain irregularity, tonal variation, and ordinary aging characteristics shall not constitute defects.

5. RETURN AUTHORIZATION PROCESS

Returns shall not be accepted without prior written authorization issued by the Company.

Customers must contact:

Email: support@valterre.com

Approved returns shall be accompanied by written return instructions.

Unauthorized returns may be refused and returned to sender at sender’s expense.

6. SHIPPING RESPONSIBILITY

Unless the return results from verified Company error or confirmed manufacturing defect:

  • return shipping costs are borne solely by the customer;
  • original shipping fees are non-refundable;
  • customs duties, taxes, brokerage fees, and international handling charges remain customer responsibility.

The customer bears transit risk until confirmed receipt by the Company.

We strongly recommend insured and trackable shipment methods.

7. INSPECTION AND PROCESSING

Returned products are subject to inspection upon receipt.

Refunds, where approved, shall be processed to the original payment method within ten (10) to twenty-one (21) business days, subject to banking and payment processor settlement timelines.

The Company shall not be responsible for financial institution delays.

8. REFUND DENIAL

The Company reserves absolute discretion to deny refund requests where:

  • return conditions are unmet;
  • fraud or abuse is suspected;
  • product misuse is evident;
  • claim documentation is insufficient;
  • chargeback abuse or payment irregularity exists.

Denied returns may be returned to customer at customer expense.

9. CHARGEBACK ABUSE

Customers agree to first contact the Company for good-faith dispute resolution prior to initiating payment reversal proceedings.

Fraudulent, abusive, or materially false chargeback claims may result in transaction defense submission to payment processors and reporting to relevant financial institutions where legally permissible.

10. LIMITATION OF REMEDY

To the fullest extent permitted by law, remedies under this Policy constitute the customer’s exclusive recourse with respect to product dissatisfaction, return, replacement, or refund disputes.

11. POLICY MODIFICATION

The Company reserves the right to amend this Refund Policy at any time.

Changes shall apply prospectively from publication unless otherwise required by law.

12. CONTACT INFORMATION

VALTERRE
A brand owned and operated by NEXTRIX TECHNOLOGIES PRIVATE LIMITED
Email: support@valterre.com
Registered Office: Office# 1, 1st floor, Saad arcade, main boulevard DHA phase 1, Lahore, Pakistan.