At Luxestirax, we aim to provide full clarity regarding our return and refund procedures. This policy is designed to align with the Sale of Goods Ordinance (Cap. 26) and the Supply of Services (Implied Terms) Ordinance of Hong Kong, ensuring your rights are protected while maintaining transparency. Our operations are strictly limited to the Hong Kong region.

1. The 30-Day Return Window

We provide a standard 30-day return period for all our apparel. This window begins on the day your package is delivered to your doorstep. This timeframe allows you to inspect your selection and ensure it meets the description provided on our platform.

Please note that as a local boutique, we do not accept requests for returns or exchanges initiated outside of this 30-day period.

2. Eligibility for Returns

To maintain high standards for all our shoppers, we only accept returns for items that are received in a damaged state or if an incorrect product was delivered. Under the Sale of Goods Ordinance, you are entitled to goods of merchantable quality. If your dress arrives with physical defects or does not match your order, you are eligible for a resolution.

However, we do not accept returns, exchanges, or refunds based on a "change of mind."

We encourage our community to review style details and sizing information thoroughly before finalizing a purchase. By ensuring you are certain of your choice, we can maintain an efficient and straightforward service for everyone.

3. Initiation and Logistics

If you identify a defect or receive the wrong item, please email us at help@luxestirax.com. Once we acknowledge your request, we will arrange for a courier to pick up the item from your address. This pickup service is provided at no cost to the customer; the logistics of the return are entirely on us.

4. Inspection and Resolution

Once the returned apparel reaches our facility, our team conducts a thorough inspection within 24 hours. This step is necessary to verify the condition of the item and confirm the reported issue. Following the inspection, we will proceed with one of two paths:

  • Replacement: We will arrange for a new, correct item to be shipped to you as soon as possible.
  • Full Refund: If a replacement is unavailable or the damage cannot be rectified, we will issue a full refund of the amount paid at the time of delivery.
5. Refund Processing

Because we operate exclusively through Cash on Delivery (COD), we do not have your banking details on file. If a refund is approved, we will contact you via email to request your bank account information for a secure transfer.

Once we receive these details and initiate the refund, the amount typically takes 5 to 6 business days to reflect in your account. The exact timing depends on the internal processing of your banking provider.

6. No Restocking Fees

We believe in fair practices for our customers. Therefore, Luxestirax does not charge any restocking fees for items returned due to damage or errors on our part. You will receive the full value of your purchase back if a refund is the required resolution.

7. Support and Contact

Our support team is available to assist you with any questions regarding your return or the refund process. We are live from 9:00 AM to 6:00 PM HKT, Monday to Friday. Please reach out to us at help@luxestirax.com for a timely response. By adhering to these professional standards, we ensure a transparent and legally compliant environment for all fashion enthusiasts in Hong Kong.