Refund policy
Our Commitment
At Luna Lux Hong Kong, every piece is guaranteed to be 100% authentic, brand new, and in pristine condition, sourced directly from the boutique, private collections and trusted partners. We uphold the highest standards of quality and provide detailed imagery for your complete confidence.
Cancellation Policy
Once an order is placed, it is immediately processed for secure and discreet packaging. Therefore, we are unable to cancel orders after they have been placed. We kindly ask that you review your selection carefully before completing your purchase.
Return & Exchange Policy
Due to the exclusive, high-value, and often limited-availability nature of our brand new items, all sales are final.
We do not accept returns or offer exchanges for the following reasons:
- Change of mind or personal preference.
- Size or color regrets.
- Purchases of duplicate items
- Discovering a more desirable item elsewhere
Why is our policy final?
- Authenticity & Chain of Custody: To guarantee the absolute integrity and new, unworn condition of our pieces, each item must remain in our controlled possession from dispatch to your unboxing.
- Limited Availability: Each piece is unique and often irreplaceable. A return makes it unavailable to other serious clients.
- Value Preservation: We meticulously maintain the "brand new" status of every item, which is voided once it leaves our secure custody.
Exceptions & Your Protections
Your Peace of Mind: The Authentication Guarantee
We stand firmly behind the authenticity of every item. Our commitment includes:
- Full Authentication: Every item is rigorously authenticated by our experts prior to dispatch. We provide documentation of our authentication process upon request.
- Condition Accuracy: We guarantee that the item you receive matches the condition described and shown in the high-resolution photographs provided.
Policy Exception:
In the highly unlikely event that we have made a significant error in the product description (e.g., misrepresented the model name, hardware color, or leather type in a way that is materially different from the photos), you must contact us within 24 hours of receipt. We will require unboxing videos and photographic evidence to initiate a review. If the error is verified, we will gladly arrange a return for a full refund. The item must be returned in its original, unused condition, with all original packaging and tags.
Damaged or Incorrect Items
If your item arrives with visible shipping damage or is not the item you ordered, you must notify us within 24 hours of delivery via email, including photographs and/or video of the packaging and the item. We will work promptly with you and the shipping insurer to resolve the issue.
Policy Acknowledgment
By completing a purchase from Luna Lux HK, you acknowledge that you have read, understood, and agree to this Return, Exchange & Cancellation Policy.
For any questions, please contact us at: lunaluxint@gmail.com
