SECTION 1 - GENERAL POLICY OVERVIEW
At LUXVERIFY, we are committed to providing accurate and professional authentication services(PHOTO-BASED ONLY). This Refund Policy outlines the specific circumstances under which you may be eligible for a refund. By placing an order for our Services, you agree to be bound by these terms.
Please note that service fees are generally non-refundable once payment is confirmed, except in the specific circumstances outlined in this policy. We encourage you to review this policy carefully before making a purchase.
SECTION 2 - NON-REFUNDABLE CIRCUMSTANCES
We do not issue refunds in several specific situations. No refund will be provided if you simply change your mind and decide you no longer want the service after payment has been processed. We do not refund orders where you selected the incorrect item category, such as choosing watch authentication when you actually need bag authentication. Similarly, we do not refund orders where you selected the incorrect authentication tier, such as choosing Rush service when you meant to select Standard service.
If you fail to submit photos within the required timeframe after payment, no refund will be issued. We do not provide refunds if you disagree with the authentication opinion provided in our report, whether the item is determined to be authentic or counterfeit. Dissatisfaction with the report format or delivery method does not qualify for a refund. Finally, no refunds will be issued if you violate our User Guidelines, including engaging in photo collaging, submitting altered or modified images, or misrepresenting the item being authenticated.
SECTION 3 - FUOL REFUND ELIGIBIITY
You are eligible for a one hundred percent full refund only in the following limited circumstances. If after three resubmission attempts we still cannot provide a definitive authentication result due to insufficient photo details, and you have complied with all resubmission requests within forty-eight hours each time, you will receive a full refund processed within five to seven business days to your original payment method.
If we are unable to provide the authentication service due to technical failure, capacity constraints, or other operational issues on our end, and we notify you via email and SMS within twenty-four hours of identifying the issue, you are eligible for a full refund. In the event of a duplicate payment where you accidentally paid twice for the same order, we will process a refund for the duplicate transaction immediately upon verification.
SECTION 4 - PARTIAL REFUNDS AND CREDITS
In certain situations, we may offer partial refunds or credits toward future services. If you paid for Rush service but we deliver the results in Priority timeframe due to delays on our part, you will receive a credit for the price difference applicable to your next order. If our photo review identifies unqualified photos but you choose to cancel the order rather than resubmit replacement images, we may at our discretion offer a fifty percent credit toward a future order.
SECTION 5 - RESUBMISSION PROCESS AND DEADLINES
To avoid forfeiture of your service fee, you must adhere to our resubmission process. Upon order placement, you must submit your initial photos promptly. Our team will review these photos for compliance with our requirements within twelve to twenty-four hours. If the photos are determined to be unqualified due to blurriness, poor lighting, missing required angles, or other issues, we will notify you via email and SMS requesting resubmission. You will then have forty-eight hours from the time of notification to submit replacement photos. You are allowed a maximum of three resubmission attempts per order.
If you fail to resubmit photos within forty-eight hours of receiving a resubmission request, your order will be closed and no refund will be issued. This policy is strictly enforced to maintain efficient operations and fair service to all clients.
SECTION 6 - DISPUTE RESOLUTION AND CHARGEBACKS
We require that any disputes regarding refunds first be submitted to our customer service team at LUXVERIFYONLINE@GMAIL.COM . We will respond within forty-eight hours and attempt to resolve the matter through good-faith negotiation. We believe most issues can be resolved through direct communication.
Initiating a chargeback with your credit card company or payment provider without first contacting us constitutes a breach of these terms. We reserve the right to contest fraudulent chargebacks, suspend your account pending resolution of the dispute, report abuse to relevant authorities and credit bureaus, and pursue collection of fees owed plus any chargeback penalties imposed by payment processors.
If negotiation fails to resolve the dispute, the matter shall be resolved through binding arbitration in accordance with the laws of the Hong Kong Special Administrative Region, as specified in your Order Terms. By using our Services, you agree to waive any right to participate in class action lawsuits.
SECTION 7 - REFUND PROCESSING
Refund processing times vary depending on your original payment method. For credit card payments including Visa, MasterCard, and American Express, refunds will be processed to the original card within five to ten business days. For PayPal payments, refunds will be processed to your original PayPal account within three to five business days. For Apple Pay and Google Pay transactions, refunds will be processed to the original payment method within five to ten business days. For cryptocurrency payments if applicable, refunds will be provided in USD equivalent via bank transfer within ten to fifteen business days.
Please note that processing times may vary depending on your financial institution or payment provider, and we are not responsible for delays caused by third-party payment processors once we have initiated the refund.
SECTION 8 - SPECIAL CIRCUMSTANCES
Orders placed using promotional codes or discounts are subject to the same refund terms as full-price orders. Any refunds will be calculated based on the actual amount paid rather than the original service value. Enterprise clients with volume agreements or business accounts may have customized refund terms specified in their Master Service Agreement, which will supersede this general policy where applicable.
In the event of circumstances beyond our control such as natural disasters, system failures, or regulatory changes that prevent us from delivering services, we may extend deadlines or offer service credits rather than cash refunds at our discretion.
SECTION 9 - HOW TO REQUEST A REFUND
To request a refund, you must send an email to LUXVERIFYONLINE@GMAIL.COM with the subject line "Refund Request - Order #[Your Order Number]." Your email should include your order number and date of purchase, a detailed explanation of the reason for your refund request, any supporting documentation such as screenshots or correspondence, and your preferred refund method. We will acknowledge receipt of your request within twenty-four hours and provide a decision within three to five business days.
SECTION 10 - POLICY CHANGES
We reserve the right to modify this Refund Policy at any time. Changes will be posted on our website with an updated "Last Updated" date. Refund requests will be evaluated based on the policy in effect at the time of your original order placement, not the date of your refund request.