A decorative item can look right on a screen yet arrive with a problem that should never become the customer’s burden. At Stoneluxevia, our return process is built around a simple distinction: returns are available when something is wrong with the item received, rather than because the customer later changes their preference.
This policy explains exactly where that line sits and what happens after an eligible request reaches us.
Customers have 30 days from the date of delivery to contact Stoneluxevia about an eligible return.
A return may be requested when:
Returns are not available for change of mind, personal preference, suitability of color or style, or other reasons outside the circumstances stated above.
The 30-day period applies to submitting the request. Customers should therefore contact us within that timeframe rather than waiting until the end of the period to arrange the return.
Return requests can be sent to items@stoneluxevia.com with the relevant order information and a clear explanation of the issue. We may request photographs or other reasonable information that helps us understand the reported problem.
When an eligible return request is accepted, customers do not need to independently arrange transportation of the decorative item.
Stoneluxevia will organize collection from the original delivery location. Our team will coordinate with the customer to arrange a suitable pickup date and time.
There is no return collection fee or restocking fee for an eligible return.
Until collection takes place, the item should remain in its original condition and original packaging. It should not be used, altered, assembled beyond what was reasonably necessary to identify the reported issue, or otherwise changed after delivery.
Once the returned item reaches Stoneluxevia, we normally require one business day to assess the returned item against the issue reported in the return request.
After that process, an eligible customer may receive either a replacement or a refund, depending on the requested resolution and applicable circumstances.
A replacement can be arranged only when the same item remains available in stock. Where a replacement is selected, the replacement parcel follows our usual fulfillment timeframe.
If the relevant item is unavailable, a refund may be processed instead.
Because purchases from Stoneluxevia are made through cash on delivery, refunds cannot be returned through an original electronic payment channel.
Refunds are therefore issued by bank transfer.
When a refund is due, Stoneluxevia will request the necessary bank information from the customer by email. Customers should review the request and provide only the information reasonably required to complete the transfer.
After receiving the required details, we normally initiate the bank transfer within one business day.
Once initiated, the amount may take approximately 8–10 business days to appear in the recipient account. The actual posting time depends on the recipient’s bank and its processing arrangements.
Stoneluxevia does not deduct a restocking charge, return collection charge, or similar fee from an eligible refund.
Bank information requested for a refund is collected for the purpose of arranging that refund and related administrative requirements.
Such personal data is handled subject to applicable requirements of Hong Kong’s Personal Data (Privacy) Ordinance (Cap. 486). In particular, personal information should be collected for a lawful and relevant purpose, should not be excessive for that purpose, and should be appropriately protected.
Customers should send requested information only through the communication channel specified by Stoneluxevia and should review the recipient details before sending personal information.
This policy is intended to operate alongside applicable Hong Kong consumer legislation, including the Sale of Goods Ordinance (Cap. 26) and the Trade Descriptions Ordinance (Cap. 362).
Nothing written here is intended to remove or restrict any statutory right that cannot lawfully be excluded or restricted.
The eligibility rules described in this policy explain Stoneluxevia’s contractual 30-day return arrangement. They do not replace rights that a customer may have under applicable Hong Kong law.
To raise an eligible return or refund request, contact:
Stoneluxevia
Email: items@stoneluxevia.com
Include your order information, the reason for the request, and relevant details about the item received.
Once the request has been assessed and accepted, we will coordinate collection and guide the eligible item through the return, replacement, or refund process from there.