Refund policy
Last updated: September 2026
Introduction
At LUXURYWISH, every purchase is handled with particular attention to authenticity, condition disclosure, accuracy, and client service. Luxury merchandise — particularly pre-owned, vintage, consigned, rare, limited, and collectible pieces — may possess characteristics that differ materially from newly manufactured retail merchandise.
For this reason, LUXURYWISH provides detailed photographs, condition assessments, available documentation, authentication procedures, and Private Viewing options to assist clients in making an informed purchase decision.
This Return, Exchange & Refund Policy ("Policy") establishes the circumstances under which a return, replacement, exchange, price adjustment, repair, store credit, or refund may be considered by LUXURYWISH ("LUXURYWISH," "we," "us," or "our"). This Policy is intended to protect both the Client and LUXURYWISH while preserving all rights and remedies that cannot lawfully be excluded under applicable Philippine law.
By purchasing an Item from LUXURYWISH, the Client acknowledges that they have reviewed and accepted this Policy together with the applicable Item listing, condition disclosure, payment terms, layaway terms, shipping terms, authenticity policy, and other transaction-specific terms.
1. Scope and Application
1.1 Covered transactions
This Policy applies to merchandise purchased directly from LUXURYWISH through any authorized sales channel, including:
- LUXURYWISH showroom;
- Official website;
- Instagram;
- Viber;
- Private Viewing;
- Live selling;
- Direct client transactions;
- Preorder transactions, where applicable;
- Consigned merchandise sold through LUXURYWISH; and
- Other authorized LUXURYWISH sales channels.
For purposes of this Policy, merchandise purchased from LUXURYWISH shall be referred to as the "Item."
1.2 Covered merchandise
This Policy may apply to handbags, small leather goods, watches, fine jewelry, footwear, accessories, brand-new merchandise, pre-owned merchandise, vintage merchandise, consigned merchandise, and other luxury goods offered by LUXURYWISH.
1.3 Relationship with other policies
This Policy shall be read together with all other LUXURYWISH policies applicable to the transaction. Where another policy specifically governs a matter — including layaway, preorder, authenticity, consignment, shipping, or Private Viewing — that policy shall supplement this Policy. Transaction-specific written terms shall prevail where expressly agreed and legally permissible.
2. General Policy
LUXURYWISH does not provide returns, exchanges, or refunds solely because of a change of mind, change in preference, buyer's remorse, or circumstances unrelated to an actual defect, material misdescription, authenticity issue, or other legally recognized basis for a remedy.
However, nothing in this Policy is intended to deny a Client a remedy where one is required under applicable law. Where an Item is materially defective, materially inconsistent with its description, incorrectly supplied, or determined to be inauthentic, the Client may be entitled to an appropriate remedy subject to the circumstances and applicable law.
3. Purchase Decision
Luxury purchases should be made carefully. Before completing payment, Clients are encouraged to review:
- Complete Item photographs;
- Videos, where available;
- Brand and model;
- Size and measurements;
- Material, color, and hardware;
- Condition rating and disclosed signs of wear;
- Repairs or restoration, where known;
- Year, stamp, serial reference, or production information, where applicable;
- Confirmed inclusions;
- Authentication information;
- Price; and
- Applicable transaction terms.
Clients are encouraged to ask questions before completing the purchase. Where available, a Private Viewing may also be arranged so that the Client may personally inspect and try on the Item before making a final decision.
4. Change of Mind
A return, exchange, or refund will generally not be granted solely because the Client:
- Changed their mind;
- No longer wants the Item;
- Found another Item they prefer;
- Purchased the wrong size based on personal preference;
- Decided that the color does not suit them;
- Does not like how the Item looks when worn;
- No longer has a use for the Item;
- Experienced a change in personal financial circumstances;
- Found a similar Item elsewhere at a lower price;
- Disagrees with a subsequent change in market value;
- Expected a different subjective appearance despite accurate photographs and description; or
- Otherwise regrets the purchase despite the Item materially corresponding with its disclosed condition and description.
Any discretionary exception granted by LUXURYWISH does not establish an obligation to grant the same exception in future transactions.
5. Pre-Owned and Vintage Merchandise
5.1 Nature of pre-owned goods
Clients acknowledge that pre-owned and vintage luxury merchandise may naturally exhibit evidence of:
- Previous use, storage, and age;
- Patina and leather relaxation;
- Creasing and surface marks;
- Hardware scratches and tarnishing;
- Interior, corner, and handle wear;
- Odor associated with age, material, or storage;
- Natural leather and color variation;
- Minor loss of structure;
- Natural material aging; or
- Other characteristics reasonably consistent with the Item's disclosed condition.
Such characteristics do not by themselves constitute a defect where they were disclosed, reasonably visible, reasonably expected given the stated condition, or inherent to the age and nature of the Item.
5.2 Condition is item-specific
Condition classifications are intended as an overall assessment and are not a representation that an Item is flawless. Clients should rely on the specific condition description, photographs, videos, and disclosed flaws relating to the individual Item, rather than condition terminology alone.
6. Brand-New and Unused Items
An Item described as "brand new," "unused," or similar may nevertheless show reasonable characteristics arising from boutique handling, storage, transportation, packaging, natural material variation, or manufacturer production tolerances.
Where any material condition issue is known to LUXURYWISH, it will be disclosed where reasonably applicable. A brand-new designation does not constitute a representation that packaging, stickers, tissue, ribbons, or every original retail inclusion is present unless specifically stated.
7. Eligible Grounds for Return or Remedy
Subject to inspection, supporting evidence, applicable law, and the circumstances of the transaction, LUXURYWISH may consider a return or other appropriate remedy where:
7.1 Incorrect item
The Item delivered is materially different from the Item purchased, including an incorrect brand, model, size, color, Item reference, or physical piece.
7.2 Material undisclosed defect
The Item contains a material defect or condition issue that existed at the time of sale and was not reasonably disclosed to the Client.
7.3 Material misdescription
The Item materially differs from an express representation made by LUXURYWISH regarding a significant characteristic of the Item.
7.4 Missing confirmed inclusion
A material inclusion expressly confirmed in writing as forming part of the sale is missing upon delivery.
7.5 Authenticity issue
The Item is determined, following the procedures stated in this Policy, to be inauthentic.
7.6 Other legal basis
A return, refund, repair, replacement, or other remedy is otherwise required under applicable Philippine law.
8. Material Undisclosed Defect
For purposes of this Policy, a "Material Undisclosed Defect" refers to a significant condition issue that:
- Existed when the Item was sold;
- Was not reasonably disclosed to the Client;
- Was not reasonably apparent from the photographs, videos, description, or Private Viewing;
- Was not caused after release by the Client, courier, third party, improper storage, misuse, accident, or ordinary subsequent wear; and
- Materially affects the Item's use, integrity, functionality, condition, or value.
Examples may include, depending on the Item and circumstances:
- Material structural damage;
- Broken or non-functioning critical hardware;
- Significant undisclosed tears;
- Major undisclosed stains;
- Material interior deterioration;
- Significant undisclosed repair or alteration;
- Major undisclosed repainting;
- Materially compromised structure;
- Undisclosed significant missing components; or
- Other comparable condition discrepancies.
Minor or subjective differences do not automatically constitute Material Undisclosed Defects.
9. Disclosed Defects and Accepted Condition
A return or refund will generally not be granted for a condition issue that:
- Was expressly disclosed before purchase;
- Was clearly visible in photographs or videos;
- Was personally observed during a Private Viewing;
- Was specifically acknowledged by the Client;
- Is inherent in the material;
- Is consistent with the Item's age and stated condition; or
- Developed after the Item was released to the Client.
By proceeding with a purchase after disclosure, the Client acknowledges and accepts the disclosed condition, without prejudice to rights that cannot lawfully be waived.
10. Private Viewing Purchases
Clients who complete a purchase following a Private Viewing have had an additional opportunity to personally inspect the Item. Accordingly, a return will generally not be approved for visible characteristics personally inspected, disclosed wear, color preference, size preference, weight, fit, feel, personal styling preference, or other characteristics reasonably capable of being assessed during the viewing.
This does not affect a Client's rights regarding authenticity, concealed material defects, material misrepresentation, or rights otherwise provided by law.
11. Online and Remote Purchases
For purchases completed without a physical Private Viewing, LUXURYWISH will use reasonable efforts to provide sufficient Item information through photographs, videos, descriptions, condition reports, or direct communication. Clients purchasing remotely are responsible for reviewing the information provided before payment.
Online and remote purchases remain subject to rights and remedies available under applicable Philippine law governing consumer and internet transactions.
12. Reporting a Concern
Clients should notify LUXURYWISH as soon as reasonably possible after discovering an issue. For efficient investigation, we request that:
Visible delivery discrepancies
Issues reasonably visible immediately upon receipt — including an incorrect Item, missing confirmed inclusion, or obvious delivery damage — be reported preferably within twenty-four (24) hours of receipt.
Non-immediately apparent condition concerns
Issues that could not reasonably have been identified upon initial inspection should be reported promptly upon discovery, preferably within seven (7) days of receipt.
These administrative reporting periods are intended to preserve evidence and facilitate prompt investigation. They do not extinguish any statutory right that cannot lawfully be limited by such period.
13. Required Information for a Claim
A Client requesting a return, refund, exchange, repair, or other remedy should provide:
- Client name;
- Order or transaction reference;
- Proof of purchase;
- Date Item was received;
- Detailed explanation of the concern;
- Clear photographs;
- Relevant video evidence;
- Photographs of packaging, where relevant;
- Photographs of shipping labels, where relevant;
- Authentication documentation, where authenticity is disputed; and
- Any other information reasonably necessary to investigate the claim.
Where an official receipt is unavailable, LUXURYWISH may consider other reliable proof establishing the transaction.
14. Unboxing Documentation
For delivered Items, Clients are strongly encouraged to make a continuous unboxing video beginning before the package is opened and showing:
- Outer packaging;
- Shipping label;
- Seals or tamper indicators;
- Opening of the parcel;
- Internal packaging;
- Item received;
- Inclusions; and
- Any immediately apparent damage or discrepancy.
An unboxing video can materially assist in determining whether loss, damage, substitution, or missing inclusions occurred before or after delivery. The absence of an unboxing video will not automatically defeat a claim where applicable law requires another result, but it may affect LUXURYWISH's ability to verify circumstances that cannot otherwise reasonably be established.
15. Initial Claim Review
Submission of a return or refund request does not automatically constitute approval. LUXURYWISH shall review the available evidence and may:
- Request additional photographs or videos;
- Request further explanation;
- Compare pre-release condition documentation;
- Review sales communications;
- Review inventory records;
- Review authentication records;
- Inspect courier information;
- Request physical return of the Item for evaluation;
- Consult an independent specialist or authenticator; or
- Take other reasonable steps necessary to assess the claim.
16. Return Authorization Required
An Item must not be returned to LUXURYWISH without prior return authorization. Where a return is approved for inspection, LUXURYWISH will provide reasonable return instructions.
Items returned without authorization may be refused or held pending identification and assessment. Authorization to send an Item back for inspection does not constitute automatic approval of a refund.
17. Condition of Returned Item
Unless the nature of the defect makes this impossible, an Item returned to LUXURYWISH must be returned in materially the same condition in which it was received. The Client must return all applicable:
- Original confirmed inclusions;
- Dust bags, boxes, and pouches;
- Straps, locks, keys, and clochettes;
- Cards and booklets;
- Authentication certificates;
- Receipts or copies provided;
- Accessories;
- Tags or seals supplied by LUXURYWISH; and
- Other materials forming part of the transaction.
18. Return Inspection
Upon receiving a returned Item, LUXURYWISH may conduct a comprehensive inspection before approving the requested remedy. Inspection may include comparison against pre-sale photographs, condition reports, authentication images, security records, inventory records, identifying characteristics, serial numbers, date codes, stamps, hardware, accessories, packaging, and other records relating to the Item.
LUXURYWISH may also re-authenticate the Item where appropriate.
19. Items Altered After Purchase
A return may be denied where, after release, an Item has been:
- Used beyond what was reasonably necessary to inspect it;
- Worn or damaged;
- Repaired, cleaned improperly, repainted, conditioned, or polished;
- Resized, modified, altered, engraved, or customized;
- Exposed to chemicals, moisture, or improper storage;
- Had protective materials removed where relevant to the claim;
- Had components removed or replaced; or
- Otherwise materially changed by the Client or a third party.
This does not apply where such treatment was expressly authorized by LUXURYWISH as part of resolving the claim.
20. Item Switching and Identification
All approved returns must involve the same Item originally sold by LUXURYWISH. Where identifying information does not correspond with LUXURYWISH's records, or where there is reasonable evidence of substitution, alteration, component switching, or tampering, LUXURYWISH may suspend the claim while the matter is investigated.
Fraudulent return activity may be referred to the appropriate authorities where warranted.
21. Authenticity Guarantee
Authenticity is fundamental to LUXURYWISH. LUXURYWISH stands behind the authenticity of the Items it sells in accordance with its applicable Authenticity Guarantee. Where a Client has a genuine authenticity concern, the matter will be treated separately from an ordinary change-of-mind return.
22. Authenticity Claims
A Client raising an authenticity claim should provide:
- Proof of purchase from LUXURYWISH;
- Identification of the Item;
- Basis for the authenticity concern; and
- Any written authentication finding obtained from a qualified independent authentication provider.
Depending on the brand and Item category, LUXURYWISH may consider assessments from recognized specialist authentication providers, including providers such as Bababebi, Zeko, Entrupy, LegitGrails, or another established specialist considered appropriate for the particular Item.
LUXURYWISH may require the Item to undergo an additional independent authentication assessment before making a final determination.
23. Disputed Authentication Findings
Because authentication methodologies and specialist opinions may occasionally differ, a single unsupported opinion, social media comment, boutique employee comment, reseller opinion, automated application result, or informal assessment does not automatically establish that an Item is inauthentic.
Where reputable authentication findings conflict, LUXURYWISH may:
- Arrange or request an additional specialist authentication;
- Refer the Item to an authenticator with particular expertise in the relevant brand;
- Review available provenance and authentication evidence; and
- Make a determination based on the totality of credible evidence.
The Client shall reasonably cooperate with the authentication review.
24. Confirmed Inauthentic Item
If an Item sold by LUXURYWISH is conclusively determined to be inauthentic under the applicable authentication review, LUXURYWISH will accept return of the Item and provide the appropriate refund remedy in accordance with its authenticity guarantee and applicable law.
The Client must return the same Item together with all materials and inclusions received, except where otherwise agreed. A confirmed authenticity failure shall not be treated as a change-of-mind return.
25. Authentication Costs
Where LUXURYWISH itself requires an additional authentication examination as part of resolving a credible authenticity claim, the cost allocation shall be determined based on the outcome and circumstances.
Where an Item is confirmed inauthentic, LUXURYWISH may reimburse reasonable authentication expenses expressly approved by LUXURYWISH in advance, where appropriate. Unapproved authentication expenses are not automatically reimbursable.
26. Wrong Item Received
If LUXURYWISH sends an Item materially different from the Item purchased, the Client should notify us immediately. Upon verification, LUXURYWISH may arrange retrieval or return of the incorrect Item and provide the appropriate correct Item, replacement, refund, or other agreed remedy.
Where the error is attributable to LUXURYWISH, reasonable return shipping required to correct the error will generally be borne by LUXURYWISH.
27. Missing Confirmed Inclusions
If an inclusion expressly stated as part of the purchase is missing upon delivery, LUXURYWISH should be notified promptly. Following verification, LUXURYWISH may, as appropriate:
- Deliver the missing inclusion;
- Replace the inclusion;
- Provide an agreed price adjustment;
- Offer another reasonable remedy; or
- Where sufficiently material and legally appropriate, accept return of the Item.
A return is not automatically required where the omission can reasonably and properly be corrected.
28. Shipping Damage
Where an Item arrives with damage reasonably attributable to transportation, the Client should:
- Preserve all packaging;
- Photograph the outer parcel before disposal;
- Photograph the shipping label;
- Photograph the internal packaging;
- Photograph the damage;
- Retain the Item and all inclusions; and
- Notify LUXURYWISH immediately.
The Client should not repair, clean, alter, or continue using the Item while the claim is being investigated.
29. Courier Investigation
Where shipping damage, parcel loss, tampering, or missing contents are alleged, LUXURYWISH may coordinate with the applicable courier or logistics provider. The Client agrees to provide reasonable assistance necessary to support the investigation.
Any remedy will depend upon the circumstances, available evidence, risk allocation applicable to the shipment, insurance coverage where relevant, and applicable law.
30. Lost or Undelivered Shipments
Where an Item is confirmed lost before proper delivery to the Client, LUXURYWISH will coordinate the appropriate investigation and resolution. A shipment is not automatically considered lost solely because tracking has been delayed.
Where the Item is ultimately confirmed lost, the applicable remedy may include replacement where commercially possible or refund, subject to the transaction circumstances and applicable law.
31. Purchases Collected or Personally Received
For showroom pickups, Private Viewing purchases, same-day delivery, or other transactions in which the Client or authorized representative personally receives and inspects the Item, the Client is encouraged to verify the correct Item, condition, inclusions, and packaging at the time of release.
Visible issues should be raised before or immediately upon acceptance whenever reasonably possible.
32. Purchase by Authorized Representative
Where a Client authorizes another person to collect, inspect, or receive an Item on their behalf, the authorized representative's receipt of the Item shall generally constitute delivery to the Client. The Client remains responsible for ensuring that the representative understands the Item and transaction details.
This does not eliminate rights relating to concealed defects, authenticity, or other rights that cannot legally be waived.
33. Layaway Purchases
Purchases completed through LUXURYWISH Layaway remain subject to this Policy after full payment and release. The fact that the Item was paid through layaway does not create an additional right to return, exchange, or refund because of change of mind.
Cancellation or default occurring before completion of layaway is governed primarily by the separate LUXURYWISH Layaway Policy & Terms and Conditions.
34. Preorder and Special-Source Transactions
Preorder, client-requested sourcing, special-order, personalized, or specially procured Items may be subject to transaction-specific cancellation and refund terms. Where LUXURYWISH has specifically acquired an Item based upon the Client's confirmed request, change of mind does not automatically entitle the Client to cancellation or refund.
This provision does not affect remedies where:
- The wrong Item is supplied;
- The Item is materially misrepresented;
- The Item is confirmed inauthentic;
- LUXURYWISH is unable to fulfill the transaction; or
- Applicable law requires another remedy.
35. Sale and Promotional Items
Discounted or promotional pricing does not remove any mandatory legal rights relating to defects, authenticity, or material misrepresentation. However, a Client is not entitled to return an otherwise conforming Item simply because:
- A larger discount is later offered;
- A promotion begins after purchase;
- The Item is subsequently repriced;
- Another Item becomes available at a lower price; or
- Market value changes.
Where an Item was discounted specifically because of a clearly disclosed condition issue, that disclosed issue shall not ordinarily constitute grounds for return.
36. Consigned Merchandise
A Client purchasing a consigned Item through LUXURYWISH transacts with LUXURYWISH under the applicable sale terms. LUXURYWISH may coordinate with the consignor during investigation of a return claim where necessary, particularly regarding prior condition, repairs, restoration, provenance, inclusions, authenticity, or ownership history.
The involvement of a consignor does not prevent LUXURYWISH from evaluating the Client's claim under this Policy and applicable law.
37. Natural Material Characteristics
Natural leather, exotic skins, textiles, wood, stones, pearls, metals, and other luxury materials may exhibit variations in grain, veining, texture, pattern, color, tone, finish, shape, and natural markings.
Natural variation does not constitute a defect merely because another Item of the same model or material appears different.
38. Color and Photographic Variation
LUXURYWISH makes reasonable efforts to represent Item colors accurately. However, color may appear differently due to lighting, device screens, screen calibration, photography, camera processing, viewing environment, material reflectivity, and natural color variation.
Reasonable photographic or screen-related color variation does not automatically constitute material misrepresentation. Clients for whom exact color is critical are encouraged to request additional photographs, videos, or Private Viewing before purchase.
39. Size and Measurement Variations
Measurements provided by LUXURYWISH are intended as reasonable reference measurements. Minor measurement variations may occur depending on measuring method, structure, leather relaxation, Item age, manufacturer variation, and shape.
A minor reasonable measurement difference does not automatically constitute a defect.
40. Third-Party Repairs or Assessments
Clients should contact LUXURYWISH before obtaining repairs, cleaning, restoration, alteration, or invasive inspection relating to a potential return claim. Unauthorized third-party work may materially affect LUXURYWISH's ability to determine original condition, cause of damage, authenticity, repairability, or appropriate remedy.
Where such work materially prejudices the investigation, the available remedy may be affected to the extent permitted by law.
41. Available Remedies
Where a claim is approved, the appropriate remedy will depend on the nature and seriousness of the issue, applicable law, Item availability, and what can reasonably correct the problem. A remedy may include:
- Repair or professional restoration;
- Replacement of a missing component;
- Replacement with an equivalent Item;
- Exchange by agreement;
- Proportionate price adjustment;
- Store credit where voluntarily accepted by the Client;
- Full refund;
- Partial refund; or
- Another mutually agreed resolution.
Nothing in this section limits a remedy that the Client is legally entitled to elect under circumstances where applicable law provides such election.
42. Repair as a Remedy
Where an Item has a correctable condition issue, professional repair or restoration may be considered where appropriate. LUXURYWISH shall not require the Client to accept a repair where applicable law provides the Client with another mandatory remedy under the particular circumstances.
Any repair arranged as part of an approved claim shall be performed through a provider selected or approved by LUXURYWISH unless otherwise agreed.
43. Replacement or Exchange
A replacement or exchange may be offered where an equivalent Item is available, the Client agrees to the proposed replacement, and such remedy is appropriate to the claim.
Because many luxury pieces are unique, discontinued, vintage, rare, pre-owned, or consigned, an exact replacement may not always be available. The Client shall not be required to accept a different Item where applicable law provides another remedy.
44. Store Credit
Store credit may be offered as a discretionary or mutually agreed resolution in appropriate cases. Store credit shall not be imposed as the Client's sole remedy where the Client is legally entitled to a refund or another statutory remedy.
Where voluntarily accepted, any applicable validity, transferability, or usage conditions will be communicated in writing.
45. Partial Refund or Price Adjustment
Where the Client elects to retain an Item despite an approved condition discrepancy, LUXURYWISH and the Client may agree upon a reasonable partial refund or price adjustment. Acceptance of an agreed adjustment ordinarily resolves the specific condition issue forming the basis of that adjustment.
46. Full Refund
A full refund may be appropriate where, among other legally recognized circumstances:
- The Item is confirmed inauthentic;
- LUXURYWISH supplied the wrong Item and cannot provide the correct Item;
- A material undisclosed defect justifies refund under applicable law;
- The Item materially fails to conform to the transaction and cannot reasonably be corrected; or
- LUXURYWISH otherwise approves or is legally required to issue a full refund.
47. Refund Amount
Where a full refund is approved, the refundable amount shall generally include the amount actually paid to LUXURYWISH for the returned Item, subject to applicable law and the circumstances of the claim.
Charges caused exclusively by Client-selected services, international customs, foreign banking intermediaries, currency conversion, or unrelated third-party charges shall be assessed according to the circumstances and applicable law. LUXURYWISH will not deduct charges where such deduction would improperly reduce a remedy required by law.
48. Refund Method
Refunds will ordinarily be returned through:
- The original payment method, where technically available;
- Bank transfer to the verified purchaser;
- Reversal through the applicable payment provider; or
- Another method expressly agreed between LUXURYWISH and the Client.
For security purposes, LUXURYWISH may require reasonable verification before releasing a refund. Refunds will not ordinarily be sent to an unrelated third party.
49. Refund Processing
Once:
- The return has been received;
- The correct Item has been verified;
- Inspection has been completed;
- All necessary authentication or investigation has concluded; and
- The refund has been formally approved,
LUXURYWISH will initiate the refund within a reasonable processing period. Where practicable, approved refunds are generally processed within seven (7) to fourteen (14) business days, although the date on which funds become available may depend on the bank, card issuer, payment processor, or other financial institution involved.
50. Return Shipping Costs
Responsibility for return shipping shall depend on the basis of the approved return. Where a return is required because LUXURYWISH sent the wrong Item, materially misdescribed the Item, supplied an Item confirmed inauthentic, or is otherwise legally responsible for the return, reasonable return shipping necessary to effect the remedy shall be handled in accordance with applicable law and the approved return instructions.
Where LUXURYWISH voluntarily accepts a return despite no fault attributable to LUXURYWISH, shipping or related charges may remain the Client's responsibility.
51. Secure Return Shipping
Where an Item must be shipped back, the Client shall follow LUXURYWISH's return instructions. Depending on Item value, LUXURYWISH may require:
- A designated courier;
- Tracking;
- Insurance;
- Secure packaging;
- Double boxing;
- Tamper-resistant packaging;
- Signature confirmation; or
- Other reasonable security measures.
High-value Items should not be returned through an unapproved shipping method where LUXURYWISH has provided specific return instructions.
52. Return Transit Risk
Responsibility for return transit loss or damage will depend on who arranged the shipment, the approved courier, compliance with return instructions, insurance, cause of loss, and applicable law.
Where LUXURYWISH arranges and controls the approved return collection, responsibility will be determined accordingly.
53. Refused or Failed Deliveries
A Client's refusal or failure to accept delivery does not automatically constitute an approved return or cancellation. Where an Item is returned to LUXURYWISH because of:
- Incorrect address supplied by the Client;
- Repeated failed delivery;
- Refusal without an approved return basis;
- Unavailability of the recipient; or
- Failure to satisfy applicable import requirements,
the transaction shall be reviewed according to its circumstances. Additional delivery or handling charges may apply where legally permissible.
54. International Purchases
International Clients are responsible for reviewing applicable customs requirements, import restrictions, duties, taxes, brokerage charges, and local regulations before purchasing.
A Client's refusal to pay lawful import charges or accept international delivery does not automatically create a right to refund. Nothing in this provision limits any mandatory right applicable to the transaction.
55. Payment Reversals and Chargebacks
Clients are encouraged to contact LUXURYWISH directly where a genuine transaction concern exists so that it can be investigated and resolved appropriately.
A chargeback, payment reversal, or payment dispute must not be used fraudulently to retain both the Item and the purchase funds.
Where a payment dispute is initiated, LUXURYWISH may provide relevant transaction records — including order confirmation, client communications, Item photographs, authentication records, delivery confirmation, Private Viewing acknowledgment, payment records, condition documentation, and other legitimate evidence — to the applicable bank, card issuer, payment provider, or competent authority.
56. Fraudulent Return Claims
LUXURYWISH reserves the right to investigate and decline claims involving reasonable evidence of:
- Item substitution;
- Return fraud;
- False damage claims;
- Deliberate alteration;
- Fabricated authentication documents;
- Fraudulent payment disputes;
- Missing components caused after delivery;
- Misrepresentation; or
- Other unlawful conduct.
Where appropriate, LUXURYWISH may preserve evidence and pursue available legal remedies.
57. Client Responsibility After Receipt
After proper delivery and acceptance, the Client is responsible for reasonable care and storage of the Item. Damage arising after receipt from improper storage, excessive heat, humidity, water, mold, cosmetics, perfume, alcohol, chemicals, color transfer, overloading, accidental impact, pet damage, third-party handling, normal use, or ordinary wear and tear does not constitute an original defect attributable to LUXURYWISH merely because it develops after purchase.
58. Luxurywish Documentation
For inventory protection and quality control, LUXURYWISH may retain records relating to merchandise before release, including photographs, videos, condition reports, authentication records, serial or identifying information, inclusions, packaging records, sales communications, and fulfillment documentation.
Such documentation may be used to fairly assess a subsequent return or refund claim.
59. Right to Request Physical Inspection
LUXURYWISH may require physical inspection of an Item before determining whether a refund, replacement, repair, or other remedy is appropriate. A Client's request cannot reasonably be fully determined solely from photographs where the nature of the issue requires physical examination.
60. No Automatic Approval
Receipt of a complaint, return request, Item, authentication report, photograph, or video does not automatically establish entitlement to a particular remedy. Each claim will be assessed based on:
- Nature of the Item;
- Condition disclosed;
- Evidence supplied;
- LUXURYWISH records;
- Cause and timing of the issue;
- Authentication findings;
- Applicable transaction terms; and
- Applicable law.
61. Goodwill Exceptions
LUXURYWISH may, in exceptional circumstances, provide a commercial accommodation beyond what is strictly required under this Policy. Such accommodation may include exchange, store credit, extended assistance, repair contribution, or another agreed resolution.
Any goodwill accommodation is case-specific and does not amend this Policy or establish a precedent for other transactions.
62. Consumer Rights
Nothing in this Policy shall be interpreted as excluding, restricting, or waiving any mandatory consumer right or remedy provided under applicable Philippine law.
Where applicable law grants the Client a right to repair, replacement, refund, price reduction, or another remedy, this Policy shall be applied consistently with that right. Any provision inconsistent with a mandatory legal requirement shall apply only to the maximum extent permitted by law.
63. Limitation of Liability
To the extent permitted by applicable law, LUXURYWISH shall not be liable for indirect, incidental, special, exemplary, or consequential loss arising from a return or refund claim where such liability may lawfully be limited. Nothing in this provision limits liability that cannot lawfully be excluded or limited.
64. Force Majeure and External Delays
LUXURYWISH shall not be considered in breach solely because an investigation, return, replacement, or refund is reasonably delayed by circumstances beyond its control, including natural disasters, severe weather, government restrictions, banking outages, courier disruption, customs delays, authentication-provider delays, security incidents, or other comparable events.
LUXURYWISH shall nevertheless use reasonable efforts to complete the applicable process.
65. Client Communications
The Client is responsible for maintaining accurate contact information during a return or refund investigation. LUXURYWISH may communicate through official channels regarding evidence requests, return instructions, authentication, inspection findings, courier arrangements, remedy options, and refund status.
Failure to respond may delay resolution of the claim.
66. Dispute Resolution
Where a disagreement arises concerning a return, refund, authenticity assessment, condition discrepancy, or other transaction matter, both parties are encouraged to first attempt to resolve the matter in good faith through direct communication.
Nothing in this provision prevents either party from pursuing remedies available before the appropriate government agency, tribunal, or court where necessary.
67. Governing Law
This Policy and transactions governed by it shall be interpreted in accordance with the laws of the Republic of the Philippines.
68. Severability
If any provision of this Policy is determined by a competent authority to be invalid, unlawful, or unenforceable, that provision shall be limited or severed only to the extent necessary. The remaining provisions shall continue in effect to the fullest extent permitted by law.
69. No Waiver
Failure or delay by LUXURYWISH in exercising any right under this Policy shall not constitute a permanent waiver of that right. A discretionary exception made for one Client or transaction does not require LUXURYWISH to make the same exception for another.
70. Policy Amendments
LUXURYWISH may revise this Policy from time to time to reflect changes in applicable law, business practices, authentication procedures, shipping procedures, payment systems, or operational requirements.
Unless otherwise required by law, the policy applicable to a completed transaction shall be the version in effect and communicated or made reasonably available at the relevant time of purchase.
71. Client Acknowledgment
By completing a purchase with LUXURYWISH, the Client acknowledges and agrees that:
- The Client has been given the opportunity to review the Item's photographs, description, condition, specifications, and inclusions before purchase;
- Pre-owned and vintage luxury Items may show signs of prior use, age, storage, and natural material variation;
- Disclosed condition characteristics do not ordinarily constitute grounds for a return;
- A change of mind, change of preference, buyer's remorse, or subsequent market price change does not by itself create an entitlement to a return or refund;
- LUXURYWISH will consider appropriate remedies for material undisclosed defects, incorrect Items, material misdescription, authenticity concerns, and other circumstances recognized by applicable law;
- The Client should notify LUXURYWISH promptly upon discovering a material concern;
- Items returned for assessment must be the same Items originally purchased and must not have been improperly altered, damaged, repaired, substituted, or tampered with;
- Approved remedies may vary depending on the nature of the issue and applicable law;
- Authenticity concerns will be reviewed under LUXURYWISH's authentication procedures and guarantee;
- Store credit shall not replace a refund where applicable law requires a refund;
- Any discretionary accommodation by LUXURYWISH shall not establish a continuing entitlement; and
- The Client has read, understood, and accepts this Return, Exchange & Refund Policy.