Orluxevara Service Guidelines

Module: The Brand & The User

Welcome to Orluxevara. These terms govern the use of our digital platform and the purchase of our decorative pieces. By accessing our site, you agree to follow the rules established here. We operate as a retail entity providing physical items to residents within the specific region of Hong Kong. All visitors must be of legal age to enter into binding agreements.

Our presence is strictly limited to the Hong Kongmarket. We do not accept orders or provide logistics for locations outside this territory. This limitation ensures we maintain high standards of localized service and adhere to the Sale of Goods Ordinance (Cap. 26) of Hong Kong.

Users are expected to provide accurate information when placing orders. Misrepresentation of identity or location may result in the immediate cancellation of your request.

Module: Logistics and Fulfillment

We prioritize a structured timeline to ensure your items arrive in a timely manner. Our logistics process follows a specific sequence. Once an order is placed, our team requires 1 business day to handle the packaging and internal shipping preparation. This initial phase ensures each decorative item is securely prepared for transit.

Following the preparation phase, the transit period takes an additional 1 to 2 business days. Therefore, the total expected delivery timeline is between 2 and 3 business days from the moment of order confirmation.

Regarding order modifications: Cancellation is possible only while the product remains within our facility. Once the item is dispatched and handed over to our logistics partners, the delivery must be completed as scheduled. We do not offer middle-transit cancellations to maintain the integrity of our logistics network.

Payment Method: We operate exclusively through Cash on Delivery (COD) . We collect the full amount at your doorstep. There are no hidden fees, added service costs, or shipping charges applied at the point of sale. The price you see on the platform is the final amount you pay upon arrival.

Module: Returns and Replacements

We offer a thirty-day window for returns, beginning the day the item is delivered to your address. This policy is designed to address specific issues related to the condition of the arrival. If you receive a product that is damaged or does not match the item you ordered, please contact us immediately at decor@orluxevara.com.

In cases of damage or incorrect delivery, we arrange a pickup from your location. We cover all associated costs for this pickup service. Once the item is returned to our facility, our team conducts a thorough inspection within 24 hours to assess the condition. Following this assessment, we will either arrange for a replacement to be sent to you or, if the item is no longer available or the damage is extensive, we will initiate a full refund.

Since our transactions are handled via COD, we do not possess your banking details. We will reach out via email to request your bank transfer information to facilitate the refund. Once we receive this information and process the request, the amount typically reflects in your account within 5 to 6 business days. This duration depends entirely on your specific banking provider's internal protocols.

Please note that we do not accept returns, exchanges, or refund requests based on a change of mind. We encourage all shoppers to review their selections thoroughly before confirming an order. We do not apply any restocking fees for valid returns involving damaged or incorrect items.

Module: Support and Communication

Our support team is dedicated to providing clear answers to your inquiries. We are available to help with order tracking, product details, or return coordination during our live operational hours.

In compliance with the Personal Data (Privacy) Ordinance, any information shared during support interactions is handled with strict confidentiality. We aim to respond to all electronic communication within one business day during our active hours.

Orluxevara reserves the right to update these terms to reflect changes in local regulations or operational needs. Continued use of the platform after updates signifies acceptance of the revised terms. We strive to maintain a professional and transparent relationship with every shopper in Hong Kong.