Refund policy
Last Updated: August 14, 2026
This Refund Policy explains how returns, refunds, and exchanges work for orders placed with Vailtreo.
Business days means Monday through Friday, excluding U.S. federal holidays.
Return Window
You may request a return or exchange within 30 days of the delivery date.
For damaged, defective, incorrect, or significantly not-as-described items, please contact us within 14 days of delivery and include clear photos so we can review the issue quickly.
Eligibility
Accepted when:
- The item is unused and in original condition
- Original packaging, tags, and accessories (if any) are included
- The item was not damaged after delivery by the customer
Not accepted when:
- The item has been worn, used, altered, or damaged after delivery
- Original packaging or required components are missing
- The request is made after the return window
- The item is marked final sale or non-returnable (if applicable)
How to Request a Return or Exchange
- Email service@vailtreo.com or call +1 929-495-0051 with your order number and the reason for the request.
- For product issues, attach clear photos of the item and packaging.
- Wait for our review. We typically respond within 1–2 business days.
- If approved, we will send return instructions and the authorized return address for your order. A prepaid label may be provided for eligible product-issue returns.
- Ship the item only after you receive authorization. Include your order number inside the package and use tracking.
Important — Where to Send Returns
Do not ship returns to our U.S. Customer Service Mailing Address or to our China business address unless we have specifically authorized that destination for your case.
Unauthorized packages may be refused, delayed, or returned to you at your expense.
Return Shipping Costs
Product issues (damaged, defective, wrong item, or not as described), after approval:
- We cover reasonable return shipping
- You may choose a refund or an exchange if stock allows
- No restocking fee
Change of mind / size or preference:
- You pay return shipping
- Refund covers the product price only
- Original outbound shipping is non-refundable
- No restocking fee
Exchanges
Eligible items may be exchanged within 30 days of delivery for a different size or style, subject to availability. Contact us to start the request. If the requested item is unavailable, we will offer a refund instead.
Refund Timing
After we receive and inspect the return, we will email you the result. Approved refunds are typically submitted to the original payment method within 2–5 business days. Your bank may take additional time to post the credit.
Non-Compliant Returns
If an item fails inspection, we will notify you. We may ship it back at your expense or retain it without a refund, depending on the situation.
Chargebacks
Please contact us before opening a dispute with your payment provider so we can help resolve the issue directly.
Contact
Email: service@vailtreo.com
Phone: +1 929-495-0051
We typically respond within 1–2 business days.
Hours (Eastern Time)
Monday – Friday: 9:00 AM – 6:00 PM ET
Operating Company
Quanzhou Guru Shoes Co., Ltd.
（泉州古如鞋业有限公司）
China Factory & Business Address
No. 652 Nanhuan Road, Licheng District,
Quanzhou, Fujian 362000, China
U.S. Customer Service Mailing Address
460 East Fordham Rd
Bronx, NY 10458
United States
This mailing address is for authorized customer-service correspondence only. It is not a public drop-off point for returns.