Return and Refund Framework
We establish these specific guidelines to manage instances where items arrive with issues. Our framework aligns entirely with the Sale of Goods Ordinance of Hong Kong, ensuring your legal rights as a consumer remain protected during your shopping journey. In full compliance with digital marketplace advertisement transparency requirements, we disclose our parameters openly so you face no hidden surprises.
Our operations are restricted geographically. We sell, pack, ship, and deliver our decorative lights exclusively to physical locations within Hong Kong. We do not support transactions, logistical movements, or return requests outside this territory.
The Initial Thirty-Day Window
Our standard return framework remains open for exactly 30 days . This duration begins on the specific calendar day your decorative lights arrive at your physical address. If you notice any material issue with your lights, you must inform us within this designated 30-day period to qualify for a resolution.
We process returns solely for items that arrive in a damaged state or fail to match your original order description. We operate this rule in accordance with the Hong Kong Trade Descriptions Ordinance , which requires items to match their stated descriptions. However, we do not accept returns, perform exchanges, or offer disbursals if you simply experience a change of mind after purchase. We respectfully request that you place an order only when you are completely certain about your decorative light selections.
Resolution Steps for Damaged or Incorrect Items
1.Initiating the Request via Email:Within 30 Days of Delivery.
If your light fixture arrives with visible defects or does not match your purchase invoice, send an email describing the issue to light@Illumiorata.com .
2.Complementary Doorstep Package Collection:Scheduled by Our Team.
Our support staff will review your message and coordinate a free pickup directly from your doorstep. We assume full responsibility for this movement, meaning you face no transportation fees.
3.Twenty-Four Hour Product Evaluation:Upon Arrival at Our Facility.
Once your returned item arrives at our warehouse, our team takes exactly twenty-four hours to examine its physical condition and verify the reported issue.
4.Determining the Outcome:Replacement or Disbursal Initiation.
We will first try to arrange a direct replacement for your product. If a replacement item is completely unavailable or the structural damage cannot be fixed, we will initiate a full disbursal.
Processing Your Cash Disbursal
Because our business operates solely on a Cash on Delivery system, our database does not hold any information regarding your local bank account. Therefore, we cannot process immediate digital reversals at the time of collection.
When a disbursal is deemed necessary following our warehouse evaluation, our team will send a clear message to your email address requesting your local bank account details. As soon as you supply this information, we initiate a direct bank transfer for the full amount of your purchase. Once completed on our side, it usually takes 5 to 6 business days for the funds to show in your bank account. This specific timeline depends entirely on your local banking provider and their standard processing speeds.
Fee Structure Transparency
We maintain an open billing environment to ensure complete compliance with digital advertisement transparency standards. We do not impose any restocking fees when processing your returned decorative lights. Furthermore, you will never face any hidden administration fees, processing costs, or return service charges. The full amount you handed to our delivery agent at your doorstep is the exact amount we transfer back to your bank account if a resolution requires a full disbursal.
Help Desk Accessibility
Our support personnel remain available to guide you through every stage of the return process or answer your questions. Our communication channels remain live from 9AM to 5PM Hong Kong Time, Monday through Friday . We do not operate on Saturdays, Sundays, or statutory public holidays in Hong Kong. Please review our corporate identifiers below for direct communication:
Company Name: Illumiorata
Email: light@Illumiorata.com
Phone Number: +852-932-555-08
Registered Office: S.B. Commercial Building, 478 Nathan Rd, Yau Ma Tei, Hong Kong