After-sales service policies

We know that you are excited to receive your new product!

With the volume of shipments within our warehouses, coupled with safety precautions that carriers must adhere to due to the global situation, delays from our indicated shipping times may be expected. Please rest assured we are working to ship all orders as quickly as possible.

Our shipping times may exceed the specified up-to 14 business days.

Amending orders:

Our warehouses work quickly to pick and pack each order. Due to the quick turnaround, this often means that we are not always able to amend orders, swap products or change address before the products are shipped out.

Please contact our If you wish to amend your order, but please note that during the weekend our Support Team are not available and therefore may not be able to amend your order before it has shipped.

Cancelling orders:

In the event that a cancellation is requested, we, as VALOR&TOUGHNESS, will attempt to cancel your order if alerted within 1 hour of placing the order. We will cancel it and issue a FULL refund. However, we are unable to cancel your order if the products have shipped already.

Please bare in mind that our Customer Support Team working hours are MON to SAT: 9:00AM - 19:00PM HKT, therefore, cancellation requests made outside these hours and during the weekend are not guaranteed.

If you want to cancel an order that is out for delivery, or has already been received; contact us immediately via email

Defective or incorrect item(s):

If you opened the item and it is defective or if it is not the item you purchased, please contact us with your proof of purchase so we can resolve the issue for you. We will need to see pictures and videos to verify the defect or the incorrect item. Once the pictures and videos verify there is a defect or an incorrect item, we will send a replacement at our expense.

We do NOT refund defective devices, but we will replace them for the SAME product.The validity period is within 1 year from the date of product purchase.

Please purchase VALOR&TOUGHNESS products from the official website or authorized third-party dealers. For used VALOR&TOUGHNESS products purchased from other third-party platforms, we will not be able to honor the after-sales service policies of the products.