Refund Policy

1. Overview & Scope

ProLuxury Limited (“we,” “us,” or “our”) manages a portfolio of distinct online retail brands. This Refund Policy outlines the standard terms for returns and refunds for products purchased through our brands’ storefronts.

Please read this policy carefully. By placing an order, you agree to its terms.

2. Return Eligibility

2.1 General Return Conditions

To be eligible for a return, items must meet the following conditions:

• Return is initiated within 30 calendar days of the delivery date.
• Item is unused, unworn, and in original saleable condition.
• All original tags, packaging, and accessories are included.
• Valid proof of purchase (order number) is provided.

2.2 Non-Returnable Items

The following items are final sale and cannot be returned:

• Digital products, software, or downloadable content.
• Personalized, custom-made, or monogrammed products.
• Perishable goods (e.g., food, flowers).
• Intimate apparel, swimwear (if hygiene seal is broken), sanitary products.
• Gift cards, vouchers, or service subscriptions.
• Items clearly marked “Final Sale” or “Non-Returnable” at purchase.

3. Order Cancellations

You may cancel an order within 24 hours of placement, provided it has not yet been processed for shipping. Once an order is in fulfillment, standard return procedures apply. Contact us immediately at contact@proluxary.com to request cancellation.

4. How to Initiate a Return

Follow these steps to request a return:

1. Contact Support: Email contact@proluxary.com with your order number and reason for return. Please include the brand name in your subject line.
2. Get Authorization: Our team will review your request and, if eligible, provide a Return Merchandise Authorization (RMA) number and specific return address.
3. Pack Securely: Pack the item(s) in the original packaging with all tags. Include a copy of your order confirmation and the RMA number clearly visible.
4. Ship the Return: Ship the package to the provided address using a trackable and insured service. Retain your shipping receipt.

⚠️ Important: Returns shipped without an RMA number or to the wrong address may be significantly delayed or refused.

5. Return Shipping & Costs

5.1 Standard Returns

The customer is responsible for the cost of return shipping and any associated insurance, unless the return is due to our error (wrong item, defective, etc.).

5.2 International Returns

For orders shipped outside the destination warehouse country, customers are responsible for:

• All return shipping costs.
• Any customs duties, taxes, or brokerage fees incurred during the return.

Original shipping fees are non-refundable for international orders.

6. Refund Processing

6.1 Inspection & Approval

Upon receipt at our fulfillment center, returns are inspected within 3-5 business days. You will receive an email notification regarding the approval or rejection of your refund.

6.2 Approved Refunds

Approved refunds will be issued to the original payment method used at purchase. The refund will include the product price and, if applicable, original shipping costs (only in cases of our error).

Timeline: Please allow up to 10 business days for the refund to be processed. The time it appears in your account depends on your bank or payment provider.

6.3 Partial or Reduced Refunds

We reserve the right to issue a partial refund or refuse a return if the item shows signs of use, damage not present at shipment, or is missing components.

7. Exchanges

We currently do not offer direct exchanges. To get a different item (e.g., a different size or color), please initiate a standard return for a refund and place a new order for the desired item. This ensures you receive the correct product quickly.

8. Defective, Damaged, or Incorrect Items

If you receive a defective, damaged, or incorrect item, contact us at contact@proluxary.com within 7 days of delivery. Please provide your order number and clear photos/video of the issue.

We will cover all shipping costs for replacements in these cases and offer a resolution (replacement, refund, or partial credit) at our discretion.

9. Gift Returns

Items purchased as gifts may be returned for a refund. The refund will be issued to the original payment method used by the purchaser. The gift recipient must initiate the return and provide the original order number.

10. Policy Changes & Governing Law

We reserve the right to update or modify this Refund Policy at any time. Changes will be posted on this page with an updated effective date.

Governing Law: This policy and any disputes related to returns or refunds shall be governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region.

Contact Us

For questions about this policy or to initiate a return, please contact our central support team: