Return & Refund Policy
Last updated:17 May 2026
This policy explains when you may return an item purchased from our website, how to request a return, the condition required for returned items and how approved refunds are processed.
LUNVEROT is operated by SAI HING HONG LIMITED, MEZZANINE, NO. 117 BONHAM STRAND EAST, SHEUNG WAN, HONG KONG SAR.
Return period
You have 30 days from the date your order is delivered to contact us and request a return.
Email service@lunverot.com within this period and include your order number, the item you wish to return and the reason for the return. We will review your request and provide the applicable return instructions and return address.
Please do not send an item back before receiving our confirmation. Items sent without prior authorisation may be delayed, refused or ineligible for a refund if we cannot identify the order or verify the return.
Condition of returned items
To qualify for a return, an item must be:
- Unworn, unused, unwashed and unaltered
- Free from marks, stains, makeup, deodorant, perfume, body odour, smoke, pet hair and other signs of wear
- Returned with all original tags, labels and protective materials attached
- Returned in its original packaging where reasonably possible
- Complete with any accessories, belts, detachable details or other components supplied with it
- In a condition suitable for inspection and resale
Please take care when trying on garments. Avoid contact with makeup, perfume, jewellery or other items that may mark, scent, pull or damage delicate fabrics and decorative details.
Items that do not meet the return conditions may be refused or may qualify only for a reduced refund where permitted by law.
Return authorisation and address
All returns must be authorised before they are sent. The return address may differ from our registered company address and may depend on the item or the location from which your order was dispatched.
Do not send returns to our registered office unless our customer service team has specifically provided that address in writing.
Return shipping costs
Change-of-mind returns
The customer is responsible for return shipping costs when returning an item because of a change of mind, an unsuitable size, an unwanted colour or another reason unrelated to a product fault or fulfilment error.
Original shipping charges are not refundable for change-of-mind returns, except where required by applicable consumer law.
We recommend using a tracked return service and keeping the shipping receipt until the return has been completed. LUNVEROT is not responsible for a return parcel that is lost or damaged before it reaches the confirmed return address.
Damaged, faulty or incorrect items
If an item arrives damaged, faulty, materially different from its description or different from the item ordered,LUNVEROT will cover the reasonable cost of the approved return where a return is required.
Where appropriate, we will also refund the original standard outbound shipping charge associated with the affected item.
Do not pay for return shipping before receiving our instructions, as we may not be able to reimburse an unauthorised or unnecessarily expensive shipping service.
Damaged, faulty or incorrect items
Please inspect your order shortly after delivery.
If an item is damaged, faulty or incorrect, contact service@lunverot.com within 14 days of delivery and provide:
- Your order number
- The name of the affected item
- A description of the problem
- Clear photographs showing the item and the issue
- A photograph of the shipping label
- Photographs of the outer packaging if it was also damaged
Keep the item and its packaging until we have reviewed the claim and provided instructions.
Once the issue has been verified, we will offer an appropriate remedy, which may include a replacement or refund. A replacement is subject to product availability.
Items that cannot be returned
We cannot accept returns of:
- Items that have been worn, washed, used, altered, repaired or damaged after delivery
- Items with removed or detached tags, labels or hygiene seals
- Items showing marks, stains, makeup, perfume, body odour, smoke, pet hair or other signs of use
- Items returned after the applicable return period
- Personalised, customised or made-to-order products where this restriction was disclosed before purchase
- Gift cards
- Items identified as final sale or non-returnable before purchase, except where the item is faulty or applicable law requires otherwise
- Incomplete sets or products missing accessories or components supplied with them
Please contact us before returning an item if you are uncertain whether it is eligible.
Exchanges
We do not process direct exchanges.
If you require another size, colour or style, request a return for the original item and place a new order. A new order is subject to current pricing and availability, and we cannot reserve an item while a return is in transit.
Return inspection
After a return is delivered to the confirmed return address, we will inspect it and notify you of the outcome, normally within 3 business days.
If we require additional information to identify the return or assess its condition, processing may take longer.
How refunds are issued
If the return is approved, the refund will be issued to the original payment method. We do not normally issue refunds to a different card, account or payment method.
Approved refunds are normally submitted within 5–10 business days after inspection. Your bank, card issuer or payment provider may require additional time to display the refund in your account.
If more than 15 business days have passed since we confirmed that a refund was issued, contact service@lunverot.com with your order number.
Partial refunds and deductions
Where permitted by law, we may reduce a refund to reflect:
- Loss in value caused by handling beyond what is reasonably necessary to inspect the item
- Missing accessories, components or packaging
- Damage occurring because the item was not packaged securely for return
- Return shipping or carrier charges that are the customer’s responsibility
- Customs, handling or return-to-sender charges resulting from a refused international delivery
We will notify you if a deduction applies and explain the reason.
Original shipping charges
Original shipping charges are not refunded for change-of-mind returns unless required by applicable law.
If an entire order is verified as faulty, damaged or incorrectly supplied, we will refund the applicable standard outbound shipping charge. Additional charges for an expedited service may not be refundable beyond the cost of standard delivery, unless required by law.
Cancelling an order
If you wish to cancel an order, contact service@saihinghong.com as soon as possible and include your order number.
If the order has not entered processing or been dispatched, we will try to cancel it and issue a refund. Cancellation cannot be guaranteed after an order has been submitted.
Once a parcel has been dispatched, it must normally be handled under the return procedure described in this policy.
Refused and unclaimed parcels
If a parcel is refused, remains unclaimed or is returned because the customer did not pay an applicable customs charge, any refund will be considered after the parcel has been received and inspected.
Where permitted by law, original shipping charges, return shipping charges, customs fees and carrier handling costs may be deducted from the refund.
Refunds for promotional purchases
If a discount was applied to an order, any refund will be based on the amount actually paid for the returned item.
If returning an item means that the remaining order no longer qualifies for a multi-item promotion or order-level discount, the refund may be recalculated to reflect the terms of that promotion, where permitted by law.
Statutory rights
Nothing in this policy excludes or limits any mandatory right available to you under applicable consumer protection law, including rights relating to goods that are faulty, damaged or not as described.
If the consumer law applicable to your purchase provides a longer cancellation period, return period or additional remedy, the applicable statutory requirement will take precedence over the corresponding provision in this policy.
Return Address
Store /Brand:LUNVEROT
Operated By:SAI HING HONG LIMITED
MEZZANINE
NO. 117 BONHAM STRAND EAST
SHEUNG WAN
HK
Contact
Return and refund enquiries are handled using the following contact details:
Email: service@lunverot.com
Telephone: (852) 25481814
Store / Brand:LUNVEROT
Operated By:SAI HING HONG LIMITED
Registered Business Address:
NO. 117 BONHAM STRAND EAST
SHEUNG WAN
HONG KONG SAR