Return and Refund Policy

This document provides a detailed overview of the procedures regarding returns and refunds for orders placed within Hong Kong. We aim to ensure total transparency regarding your rights and our operational requirements. As we operate exclusively within the Hong Kong market, these policies align with local consumer protection standards and the Sale of Goods Ordinance.

Quick Summary Table

Damaged or Incorrect Items Section

If you receive a decorative item that is physically compromised or does not match the description of the product you ordered, we provide a structured resolution process. Please follow these steps to initiate a claim:

1. Immediate Notification: Email our team at decor@orluxevara.com within the 30-day window. Include your order details and a description of the issue.

2. Pickup Arrangement: Once your request is acknowledged, we will coordinate a pickup from your delivery address. This service is provided at no additional cost to you. We handle the logistics to ensure the item returns to our facility safely.

3. Inspection Phase: Upon the arrival of the item at our warehouse, we conduct a formal inspection. This process is completed within 24 hours. We examine the nature of the damage or the discrepancy to determine the appropriate resolution.

4. Resolution Options: If the item is confirmed as damaged or incorrect, we will first attempt to arrange a replacement. In the event that the item is no longer in stock or the damage cannot be resolved, we will proceed with a full refund of the amount paid at the doorstep.

Please be aware that we do not accept returns or offer refunds for items based on a change of mind or personal preference after the purchase is finalized. We encourage all users to verify their selections before the point of delivery.

Refund Timeline and Processing

Because Orluxevara operates on a Cash on Delivery (COD) basis, we do not have access to your electronic payment details at the time of the transaction. To ensure the secure return of your funds, we utilize the following procedure:

• Information Request: Once an inspection justifies a refund, our team will contact you via email to request your specific bank account details for a local transfer.
• Initiation: Upon receiving your details, we initiate the transfer within our internal accounting system.
• Processing Period: The time required for the funds to appear in your account is typically between 5 and 6 business days . This duration is subject to the processing speeds and protocols of your individual banking institution within Hong Kong.
• Transparency: There are no deductions for shipping or handling during the refund process for eligible claims. The full amount collected at the doorstep will be returned to your designated account.

Support Section

Our team is available to assist you with any questions regarding the status of your return or the progress of your refund. We maintain active communication channels to ensure you are informed at every stage of the process.

• Email Support: decor@orluxevara.com
• Operational Hours: 9:00 AM to 5:00 PM HKT
• Operational Days: Monday through Friday

We are dedicated to maintaining a professional and straightforward service for all our supporters in Hong Kong. By following these guidelines, we ensure that every concern is handled with efficiency and clarity.