Our Return Commitment
Luminaravesti provides this Return and Refund Policy so customers in Hong Kong can understand what happens when an order arrives damaged or differs from the product ordered. This policy explains eligibility, collection, assessment, exchanges, refunds, and customer responsibilities in straightforward terms.
Our return period lasts 30 days from the date the order is delivered. Questions may be sent to apparel@luminaravesti.com .
When Your Order Qualifies for Return
A return request may be made when the product delivered is damaged or when the customer receives an incorrect product.
Customers must contact Luminaravesti within 30 days after delivery and provide relevant order information.
We do not accept returns solely because a customer changes their mind, decides they no longer want the item, or changes their preference after receiving an otherwise correct and undamaged product.
Your Return Journey
Step 1: Contact Us
Email apparel@luminaravesti.com within the 30-day return window. Include information that allows us to identify the order and understand whether the product was damaged or incorrectly supplied.
Step 2: Doorstep Collection
If the request meets our return criteria, Luminaravesti will arrange collection of the affected item from the customer's doorstep. Eligible customers are not charged a collection fee. We also do not impose a restocking fee on eligible returns.
Step 3: Our 24-Hour Assessment
After the returned product reaches us, we take approximately 24 hours to assess its condition and compare it with the reported issue and original order information.
The assessment determines whether the item meets this policy because it was delivered damaged or was not the product ordered.
Step 4: Exchange or Refund
When an eligible return is accepted, we will arrange an exchange where the appropriate replacement is available.
If the required replacement is out of stock, a refund will be provided instead.
How Refunds Reach You
Eligible refunds are issued through bank transfer. Refund processing begins after the approximately 24-hour assessment has been completed and the return has been accepted.
Once the transfer is processed, it may take up to 7 business days for the funds to appear in the customer's bank account. The actual posting period can depend on the customer's banking provider and its internal processing times.
Customers must provide accurate bank details when requested.
No Return Collection or Restocking Charges
Luminaravesti does not charge customers for doorstep collection of products accepted for return under this policy. No restocking charge is imposed on an eligible damaged or incorrect item.
Hong Kong Consumer Protection Framework
This policy operates subject to applicable Hong Kong law.
The Sale of Goods Ordinance (Cap. 26) governs contracts for the sale of goods and includes statutory requirements relevant to goods supplied under sales contracts.
The Trade Descriptions Ordinance (Cap. 362) addresses false trade descriptions and certain unfair trade practices.
The Control of Exemption Clauses Ordinance (Cap. 71) limits circumstances in which contractual terms can exclude or restrict certain liabilities. The Unconscionable Contracts Ordinance (Cap. 458) may also apply to consumer contracts containing terms considered unconscionable in the circumstances.
Where personal information is collected during a return, collection, communication, or refund, its handling is subject to the Personal Data (Privacy) Ordinance (Cap. 486), where applicable.
Nothing in this policy is intended to override mandatory statutory rights available to customers in Hong Kong.
Our Resolution Standard
Luminaravesti approaches eligible return requests through a defined sequence: notification, collection, assessment, and resolution.
A qualifying item is collected without a doorstep collection charge, assessed within approximately 24 hours after receipt, and exchanged when appropriate stock is available. When replacement stock is unavailable, the applicable refund is processed by bank transfer, with bank posting potentially requiring up to 7 business days.
For questions, return requests, or refund-related communication, contact apparel@luminaravesti.com .
Return Request Information
When contacting us, customers should identify the affected order and explain the return reason. Supporting photographs or other information may be requested where useful for understanding reported damage or an incorrect delivery. Providing complete information can help us arrange collection and review the request efficiently. Customers should not independently dispose of, alter, or send back an affected item before receiving return instructions from Luminaravesti. Keeping relevant order communications until the process is completed can help avoid unnecessary delays.