Refund Policy

1. Overview

At ProLuxury Limited, we are committed to your satisfaction. This Refund Policy outlines the conditions under which we accept returns and provide refunds for products purchased through our e-commerce platforms.

Please read this policy carefully before making a purchase. By placing an order with us, you agree to the terms and conditions set forth in this Refund Policy.

2. Return Eligibility

2.1 General Return Conditions

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

• Items must be returned within 30 days of delivery
• Items must be unused and in the same condition as received
• Items must be in their original packaging with all tags attached
• Proof of purchase (order confirmation or receipt) must be provided

2.2 Non-Returnable Items

The following items cannot be returned or refunded:

• Digital products or downloadable items
• Personalized or custom-made products
• Perishable goods
• Intimate or sanitary products
• Items marked as final sale or non-returnable
• Gift cards or vouchers
• Items damaged due to misuse or neglect

3. How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact our customer service team at contact@proluxary.com within 30 days of receiving your order
2. Provide your order number and reason for return
3. Wait for our customer service team to provide you with return instructions and a return authorization number
4. Pack the item securely in its original packaging
5. Include the return authorization number and proof of purchase in the package
6. Ship the item to the return address provided by our customer service team

⚠️ IMPORTANT: Do not send items back without first contacting us for return authorization. Unauthorized returns may not be processed.

4. Return Shipping

4.1 Customer Responsibility

Customers are responsible for return shipping costs unless:

• The item is defective or damaged
• We sent the wrong item
• The item significantly differs from its description

4.2 Shipping Methods

We recommend using a trackable shipping service and purchasing shipping insurance for valuable items. We are not responsible for items lost or damaged during return shipment.

4.3 International Returns

For international returns, customers are responsible for:

• Return shipping costs
• Any customs duties or taxes
• Import fees

Original shipping charges are non-refundable for international orders.

5. Refund Processing

5.1 Inspection

Once we receive your return, we will inspect the item within 3-5 business days. We will notify you by email once the inspection is complete and inform you whether your refund has been approved or rejected.

5.2 Refund Approval

If your return is approved, we will process your refund to your original payment method. The refund amount will include:

• The purchase price of the item(s)
• Original shipping costs (if the return is due to our error)

The following charges are non-refundable:

• Original shipping costs (unless due to our error)
• Return shipping costs
• Customs duties or import taxes

5.3 Refund Timeline

Refunds will be processed within 5-10 business days after approval. Depending on your payment provider, it may take an additional 5-10 business days for the refund to appear in your account.

5.4 Partial Refunds

Partial refunds may be granted in the following situations:

• Items returned after 30 days (at our discretion)
• Items not in their original condition or with missing parts
• Items returned without original packaging
• Items damaged due to customer use

7. Defective or Damaged Items

7.1 Reporting Damage

If you receive a defective or damaged item, please contact us immediately at contact@proluxary.com with:

• Your order number
• Photos of the damaged item and packaging
• Description of the defect or damage

7.2 Resolution Options

For defective or damaged items, we will offer one of the following solutions:

• Full refund (including original shipping costs)
• Free replacement item
• Partial refund if you wish to keep the item

We will cover return shipping costs for defective or damaged items.

16. Contact Us

If you have questions about returns or refunds, please contact us: