Return and Refund Policy

Return and Refund Policy

At Brilunexa, we are committed to maintaining complete transparency regarding our product standards, delivery practices, and post-purchase support. This Return and Refund Policy outline the clear procedures and conditions governing returns, replacements, and refunds for decorative light fixtures purchased through our platform within the Hong Kong Special Administrative Region.

1. Compliance and Governing Legal Framework

Our operational practices adhere to the relevant commercial and consumer protection standards of the Hong Kong Special Administrative Region, including applicable provisions under the Sale of Goods Ordinance (Cap. 26). This policy is structured to ensure fair trading practices, clear disclosure of buyer rights, and total compliance with international merchant standard guidelines.

2. Eligibility Criteria for Returns

We offer a 30-day return policy, which commences on the exact calendar day your physical order is delivered to your designated address by our logistics representative.

To maintain fair operational standards, returns and replacements are limited strictly to specific qualifying conditions:

• Qualifying Conditions: Returns are accepted solely for products that arrive in a physically damaged state, feature manufacturing defects, or involve an incorrect item delivered due to a fulfillment error.
• Exclusions: We do not accept returns, exchanges, or refund requests resulting from a customer’s change of mind, personal style preference shifts, or improper site measurements prior to purchase. We strongly encourage all customers to review product dimensions, weight considerations, and design specifications thoughtfully before placing an order.

3. Step-by-Step Return Procedure

If you receive an item that is damaged, defective, or incorrect, please follow these steps to initiate your return request:

Step A: Submitting a Notification

Contact our customer support team by sending an email to lights@brilunexa.com within 30 days of receiving your package. Your email must include your original order reference number, a brief description of the issue, and clear photographs or video evidence demonstrating the defect or physical damage.

Step B: Complimentary Doorstep Pickup

Upon reviewing and confirming your request, our support team will arrange a complimentary pickup directly from your address. Our designated local courier will collect the item at a time agreed upon with you. Return shipping transportation costs are covered entirely by Brilunexa, ensuring no out-of-pocket expenses for valid returns.

Step C: Restocking and Handling Fees

Brilunexa does not charge any restocking fees, administrative fees, or return processing surcharges for eligible returned products.

4. Item Inspection and Resolution Protocol

Once the returned package is received at our facility, our quality control team follows a standardized evaluation protocol:

• Inspection Window: We perform a detailed functional and physical inspection of the returned product within 24 hours of arrival at our warehouse.
• Replacement Priority: If the inspection confirms damage or a defect, our primary resolution is to prepare and dispatch a brand-new replacement unit to your address at no extra cost.
• Refund Eligibility: In circumstances where the damaged item is beyond repair and an identical replacement unit is unavailable in our inventory, a full refund will be granted.

5. Refund Method and Bank Transfer Timeline

Because Brilunexa operates exclusively on a Cash on Delivery (COD) basis, we do not collect or store customer payment or banking details during checkout. Consequently, all refunds are managed through secure electronic bank transfers.

• Account Details Request: Once a refund is passed following product inspection, our team will contact you directly via email from lights@brilunexa.com to request your local Hong Kong bank account information.
• Transfer Execution: Upon receiving your bank details, our accounting department will initiate the direct transfer for the full purchase amount.
• Reflection Timeline: Once processed on our end, the refunded funds typically take up to 7 business days to appear in your bank account. Please note that exact reflection times depend on the processing schedules of individual banking institutions in Hong Kong.

6. Pre-Dispatch Order Cancellations

Customers maintain the right to cancel any order prior to dispatch. If you decide to cancel your purchase before the item leaves our holding facility, please notify us immediately. However, once an order has been handed over to our logistics partner and transit has commenced, cancellation is no longer possible, and the package must be delivered.

7. Customer Assistance and Contact Information

Our customer service department is available to address any inquiries regarding order status, product guidance, or return assistance:

• Company Name: Brilunexa
• Physical Address: China Building, 29 Queen's Road Central, Central, Hong Kong
• Contact Email: lights@brilunexa.com
• Operating Hours: Monday to Friday, 9:00 AM to 5:00 PM HKT (Hong Kong Time)