Return Policy
DELUXO offers exchanges for select in-stock items under the following conditions:
- The item received is a different model or size from what was ordered.
- The item has significant damage that impairs its functionality.
Please note that certain products and brands may not be eligible for exchange. Exchange requests must be submitted through email or Whatsapp within 7 days after receiving the product. Returned items must be in original, brand new condition, with original packaging intact, to qualify for exchange. Damage due to misuse or minor imperfections, such as glue stains, loose threads, marks covering less than 5% of the item, or original packaging damaged during transport, will not be grounds for exchange or return.
Return and Exchange Authorization
To initiate a return or exchange, please reach out to our customer service for the return address located in Hong Kong. Customers are responsible for covering the shipping costs associated with returning items.
Refunds
Refunds are processed exclusively for fulfillment errors, such as incorrectly shipped or missing items, for which we will cover both the return and reshipment costs. Items must be returned unused and in the original packaging. Upon receipt and inspection of the return, you will be notified of the approval or rejection of your refund. Approved refunds will be credited to your original payment method within a specified number of days, or the correct items will be reshipped to you.
Please consider using a trackable shipping service or purchasing shipping insurance for items valued over US$300, as we cannot guarantee receipt of your return without it.
Customer Support
For any assistance, please contact our customer service via email or Whatsapp.
Incorrect Shipping Address
If you have provided an incorrect shipping address, please contact the postal service for address modification. We are unable to process refunds or exchanges for items not returned to us.
Order Cancellations
Once placed, orders can be changed or canceled during the pre-transit phase before the package is sent to our logistics center (around 1-3 days), but a cancellation fee of 4-8% will apply to cover financial service provider costs (Wise, Western Union).