A Clear Approach from Luffees
At Luffees, we understand that decorative items are chosen with thought and personal taste in mind. This Return or Refund Policy explains how returns and refunds are handled, what you can expect from us, and what we ask from you in return. This policy is written for customers in Hong Kong and reflects relevant local laws, including the Personal Data (Privacy) Ordinance (PDPO).
If you have any questions at any stage, you can contact us at info@luffees.com.
Payment Method and Refund Channel
Luffees accepts Cash on Delivery as the only payment option at the time of purchase. Where a refund is approved under this policy, it will be issued only through bank transfer to an account provided by the customer. We do not process refunds through any other channel.
When Returns Are Accepted
Returns may be accepted in specific situations, such as:
Types Of Cookies We Use and Why
The item received is different from what was ordered
The item arrives damaged or broken
There is a clear defect that existed at the time of delivery
To be eligible, the item should be unused, kept in its original condition, and include original packaging where possible. Requests should be raised within a reasonable time after delivery so the issue can be reviewed fairly.
Items Not Eligible for Return
Certain situations fall outside the return scope. These include:
Change of mind after delivery
Minor variations in color, texture, or finish that naturally occur in decorative products
Damage caused after delivery due to handling or storage
These limits help keep the process balanced for both sides.
How to Request a Return or Refund
To start a request, email info@luffees.com with your order details, a short explanation, and clear photos if relevant. Our team will review the information and guide you through the next steps. We may ask for additional details to better understand the situation.
Inspection and Approval
Once a returned item is received, it will be inspected to confirm eligibility. If approved, the refund process will begin. If the request does not meet the conditions outlined here, the item may be sent back to you.
Refund Processing
Approved refunds are processed via bank transfer only. You may be asked to provide accurate bank details to avoid delays. Processing time can vary depending on verification steps and banking timelines, but we aim to complete it within a reasonable period.
Personal Data and PDPO Compliance
Any personal data collected during the return or refund process is handled in line with the PDPO. Information is used only to manage your request, confirm identity, and complete the process. We do not retain this data longer than necessary.
Fair Use and Good Faith
This policy is built on fairness and mutual respect. We reserve the right to decline requests that show repeated misuse or do not align with the intent of this policy.
Contact Information
For questions, return requests, or clarifications, please reach out to:
Luffees
Email: info@luffees.com
This Return or Refund Policy is designed to be transparent, practical, and respectful, reflecting how Luffees approaches customer interactions in Hong Kong.