Aetheluminoria is dedicated to providing a transparent experience for our footwear customers in Hong Kong. We understand that issues may arise during the fulfillment or delivery process, and we have established this policy to address those instances clearly.
Our procedures are designed to comply with the Sale of Goods Ordinance (Cap. 26) of Hong Kong , ensuring that your rights as a consumer are respected regarding the quality and description of the items you receive.
Eligibility for Returns
Our policy remains active for 30 days from the date your order is delivered to your doorstep. To be eligible for a return, the footwear must be in the same condition as when you received it. This means the items should be unworn, unused, and in their original packaging.
Please note that we only accept returns or provide solutions under the following specific circumstances:
- The product arrived with physical damage.
- The product received is incorrect or does not match the order details.
We do not accept returns, offer exchanges, or process refunds for reasons related to a change of mind. We encourage all individuals to review their choices thoroughly before finalizing a purchase.
By maintaining this standard, we can focus our resources on resolving genuine fulfillment errors efficiently.
Notification and Pickup Process
If you identify a problem with your order, please contact our support team at contact@aetheluminoria.com. When reaching out, include your order number and a clear description of the issue. Our team operates from Monday to Friday, 9 AM to 5 PM, Hong Kong Time (HKT), and we will respond to your inquiry during these hours.
Once we confirm that the situation meets our criteria, Aetheluminoria will arrange a pickup of the item from your address. We cover all costs associated with this pickup; there are no hidden fees or charges for returning a damaged or incorrect item to us. Furthermore, we do not apply any restocking fees for these returns.
Inspection and Resolution
After the returned item reaches our facility, our team performs a detailed inspection. This process takes 24 hours to complete. We evaluate the condition of the footwear to determine the appropriate next step.
Once the inspection is finished, we will contact you with one of the following resolutions:
1. Replacement: We will dispatch a new pair of shoes to your address at no additional cost.
2. Refund: If a replacement is unavailable or the damage is beyond a simple fix, we will initiate a full refund.
Refund Procedure and Timelines
Aetheluminoria operates exclusively on a Cash on Delivery (COD) basis . Because we do not process digital payments at the point of sale, we do not have access to your banking information.
If a refund is the chosen resolution, we will request your bank transfer details via a secure email from contact@aetheluminoria.com. After we receive this information, the refund is processed through a direct bank transfer. Please allow 5 to 6 business days for the funds to appear in your account. This timeline is subject to the processing speeds of your specific banking institution.
Compliance and Regional Scope
This policy applies only to transactions conducted within Hong Kong. We ensure that our practices align with Google’s requirements for clear return and refund information, providing users with all the necessary details to make an informed decision.
By offering a 30-day window for damaged or incorrect items and clearly stating our lack of "change of mind" returns, we maintain a fair and professional relationship with our community.
For any further clarification regarding these steps, please reach out to our team at contact@aetheluminoria.com.
Company Name: Aetheluminoria
Email: contact@aetheluminoria.com
Location: Hong Kong
Live Hours: Monday to Friday, 9 AM to 5 PM, HKT