Return and Refund Policy
At Mireluxavo, we maintain clear guidelines regarding order returns, product replacements, and payment refunds. Operating strictly within Hong Kong, our online dress store aims to provide a transparent shopping experience while fulfilling all applicable local commerce rules, including the Sale of Goods Ordinance (Chapter 26 of the Laws of Hong Kong) .
1. Scope of Operations and Regional Coverage
Mireluxavo provides sales and fulfillment services exclusively within Hong Kong. All delivery services, return arrangements, and customer communications apply solely to physical addresses situated inside the Hong Kong Special Administrative Region. We do not accept orders or process return requests for addresses located outside Hong Kong.
2. Overview of Return Rules
We offer a 30-day return policy that begins on the exact date your parcel is delivered to your designated address.
Eligible Circumstances for Return:
- Damaged Goods: The dress arrives with physical damage, tearing, or structural defects incurred prior to or during delivery.
- Incorrect Products: The dress delivered does not match the dress model, color, or size specified in your original order confirmation message.
Ineligible Circumstances for Return:
- Change of Mind: We do not accept returns, exchanges, or refunds if a customer changes their mind after receiving the order, dislikes the design, or selects an incorrect size. Customers are advised to place orders only when fully certain about their purchase.
3. Step-by-Step Return Request Process
If you receive a dress that is damaged or incorrect, please follow these steps to request an official resolution:
Step A: Written Notification
Send an email to our support team at dress@mireluxavo.com within 30 days of physical delivery. Include your full name, order number, a brief explanation of the issue, and clear photographs showing the damaged or incorrect dress.
Step B: Complimentary Pickup Arrangement
Upon receiving your email request, our support team will organize a complimentary doorstep pickup. Our courier partner will collect the parcel directly from your Hong Kong address. There are zero pickup fees or delivery charges for returning damaged or incorrect items.
Step C: Facility Arrival and Item Evaluation
Once the parcel arrives back at our facilities, our evaluation team conducts a thorough physical assessment of the dress within 24 hours . This assessment determines whether the product qualifies for a replacement or a full refund.
4. Replacement and Refund Solutions
Following the 24-hour item evaluation, Mireluxavo provides one of the following resolutions based on product availability:
Option 1: Product Replacement
If an identical dress is available in stock, we arrange an immediate replacement dispatch to your address at no additional cost.
Option 2: Full Refund
If the damaged dress cannot be replaced due to stock unavailability or severe defect, a full refund is granted.
5. Bank Transfer Payment Refund Execution
Because Mireluxavo operates exclusively using Cash on Delivery (COD), our store systems do not hold or store customer bank details or electronic payment credentials.
- Obtaining Details: When a refund is granted, our team contacts the customer via email to request valid bank account details.
- Transfer Processing: Upon receiving bank information, we initiate a direct bank transfer for the full purchase amount.
- Timeline: Once initiated, the refunded amount takes between 5 to 6 business days to reflect in your bank account, depending on individual banking service providers.
- Zero Restocking Charges: We do not charge restocking fees or administrative penalties. You receive the complete purchase value back.
6. Order Cancellation Window
Order cancellation requests are accepted only while the parcel remains in our direct physical possession prior to dispatch. Once an order is handed over to our logistics partner, cancellation cannot be processed, and delivery must be completed at the customer's address.
7. Applicable Legal Frameworks
This policy is governed by Hong Kong law, including the Sale of Goods Ordinance (Cap. 26) , ensuring goods match descriptions and maintain merchantable standard. Personal data collected during refund processing is handled under the Personal Data (Privacy) Ordinance (Cap. 486).
8. Customer Support Information
For return requests or policy inquiries, our support representatives are ready to assist you:
- Email Address: dress@mireluxavo.com
- Active Hours: 10:00 AM to 5:00 PM HKT, Monday through Friday
- Registered Physical Address: Lee Kee Commercial Building, Queen's Road Central, Sheung Wan, Hong Kong