Refund policy
Shipping, Cancellation, And Refund Policy
Cancellation Prior to Shipment
At Love Luxe Sdn. Bhd., we take pride in providing the best service to our valued customers. In our dedication to maintaining this level of excellence, we have implemented a no cancellation policy. We kindly request your understanding of this policy as it enables us to plan, prepare, and deliver our best for you.
All purchases made with Love Luxe Sdn. Bhd. are considered final. We do not offer cancellations or refunds once an order has been placed. It is important to review all details, terms, and conditions before proceeding with your order. Full payment is required at the time of purchase. We appreciate your trust in us and want to ensure that your chosen product or service is reserved exclusively for you.
In rare cases of unforeseen and exceptional circumstances, we may consider cancellations or modifications. However, such requests will be evaluated on an individual basis at the discretion of our team. We value your business and trust, and we are committed to delivering an exceptional experience. We appreciate your understanding and cooperation in maintaining the quality and reliability of our offerings.
Returns
We only accept return due to damaged product. Please retain all relevant packaging as is including the product in its original condition. We will examine and at our discretion decide for any exchange or refund. Please provide your order number and evidence of defect when presenting your case to our team. You may email us at hello@loveluxegold.com or Whatsapp us at +6017 8899 498. Our customer service will assist you.
If the package delivered to you arrives damaged, please refuse the delivery. If you have accepted the delivered package, please retain all relevant packaging as is including the product in its original condition. You may email us at hello@loveluxegold.com or Whatsapp us at +6017 8899 498. Our customer service will assist you.
Please note that any claims for damaged or missing items should be reported within 1 working day upon receipt of your order. It is recommended to provide an unboxing video as a proof of damaged or missing items upon received. We may at our discretion reject any cases reported more than 1 working day upon receipt of your item or if no unboxing video is provided. Returned items must be shipped back to us within 7 working days. Once received, we will examine and advise the next course of action. If the product returned is not damaged, we may at our discretion not to refund or replace the product and may require you to pay for the return delivery and servicing costs.
Returned items must meet the following requirements:
•The item must be shipped back to us within 7 working days upon receipt. (as proved by the postal or courier receipt).
•You have proof of purchase (order invoice and receipt).
•Item must be in new condition and returned in its original packaging and free gifts received with it. All packaging must be unused, unmarked and not defaced in any manner.
•Item must be returned in the original box (or with, at least, suitable packaging) to protect the Product from damage during return delivery.
•Unboxing video from end-to-end of opening the package to showing the damaged or missing items inside parcel without any cut off, editing, or repackage of the box. Video must not be edited at any point.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Refunds
Once we received your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
Your full refund will be issued once we have received and examined the returned goods. Once the returned goods fulfil our return policy, the full refund will be initiated. The method of refund will be processed depending on your original payment method:
1. Online Bank Transfer, full refunds will be credited into your bank account via online bank transfer, which should be posted within 3-5 working days.
2. Credit card refunds services, refunds will be sent to the card-issuing bank.
Note that, if the returned item is not complete as per original package, or no unboxing video as proof of damaged or missing items upon received is provided, or item is deemed different/does not belong to Love Luxe Sdn. Bhd., we may at our discretion reject the refund process.
Shipping
We will only ship to addresses provided in the billing address or shipment address provided during your purchase. Please ensure correct addresses and reachable phone number are provided when completing your order. We do not ship to P.O Boxes (Post-Office Box) and only to valid legitimate shipping addresses. We will not be liable in the event of an incorrect shipping address is provided and goods are returned to us. All re-delivery of goods to you will be charged for an associated shipping charges which will be disclosed upon request for a second delivery attempt.
We ship within 2-3 business days. Local standard delivery depends on location and may varies due to festive seasons, weather and holidays.
West Malaysia: 2-5 business days
East Malaysia: 5-7 business days
We reserve the right to amend this policy from time to time if deemed necessary, in which no prior notification or approval from the customer is required.
If you have any questions on how to return your item to us, contact us at hello@loveluxegold.com.