Refund policy

 

Return & Refund Policy

 


Last updated: June 19, 2025


This policy applies to both service-based orders (cleaning, restoration, authentication, concierge) and product-based purchases (pre-owned luxury items, accessories, and consigned goods) placed through The Refined Luxury, operated by The Refined Luxury Trading L.L.C.

 

 

 

A. SERVICES – CLEANING, REPAIR, RESTORATION, AUTHENTICATION

 


 

1.

General Refund Eligibility

 


Refunds for services are not guaranteed and are assessed case by case. Clients must:

 

  • Submit a request within 3 days of receiving the completed item.

  • Include clear photographic evidence and a full explanation.

  • Provide original proof of payment.

 


 

2.

Non-Refundable Services

 


The following are non-refundable:

 

  • Services where client gave verbal, written, or digital sign-off (including via WhatsApp or Instagram).

  • Services where results were affected by prior item condition (e.g. wear, damage, staining, leather quality).

  • Custom colour matching, texture refinishing, or exotic skin work.

 


 

3.

Partial Refunds

 


We may offer a partial refund or service redo if:

 

  • There is a material deviation from the agreed service scope.

  • Work was performed in a clearly negligent manner.

  • The issue cannot be resolved via touch-up or follow-up session.

 


Refund amount may be adjusted based on service performed, costs incurred, and condition of the item.


 

4.

Stain & Damage Disclaimer

 


We do not guarantee the complete removal of stains or restoration of damages due to:

 

  • Leather age, wear, exposure, chemical or liquid damage.

  • Stain age, depth, or prior treatment.

    Client acknowledges that all services are performed at their own risk.

 


 

5.

Courier & Delivery

 

 

  • We are not liable for items lost or damaged during courier handover or delivery.

  • If no one is present, the courier may leave the item at the address provided, and any resulting loss is not our responsibility.

  • Insurance can be arranged at an extra cost and must be requested in advance.

 

 

 

 

B. PRODUCTS – PRE-OWNED ITEMS & CONSIGNED GOODS

 


 

1.

General Return Eligibility

 


Returns are accepted only in the following cases:

 

  • You received the wrong item.

  • The item is counterfeit or materially not as described.

  • The item is defective or arrives damaged in a condition not previously stated.

 


Clients must:

 

  • Report the issue within 2 days of delivery.

  • Provide clear photos and a full description of the concern.

 


 

2.

Final Sale & Non-Returnable Items

 


The following are final sale and cannot be returned:

 

  • All pre-owned or consigned luxury items unless found to be counterfeit.

  • Any item listed “as is” or marked “non-returnable” at time of sale.

  • Items showing wear, use, or tampering after delivery.

 


 

3.

Return Process

 

 

  • If approved, we will coordinate return shipping with the client.

  • The item must be returned in its original condition with all accessories, tags, and packaging.

  • After inspection, a full refund will be processed to the original payment method.

 


 

4.

Authenticity Disputes

 


All items undergo in-house authentication before being listed. In rare cases where authenticity is questioned post-sale:

 

  • The item must be submitted to a third-party authenticator accepted by both parties.

  • If confirmed inauthentic, a full refund will be issued.

  • Refunds will be paid either directly by the consignor or by us on their behalf, depending on case-by-case agreements.

 

 

 

 

C. Cancellations

 


 

1.

Services

 


Service bookings may be cancelled or rescheduled:

 

  • Free of charge if done more than 24 hours in advance.

  • 50% cancellation fee may apply for same-day cancellations or missed appointments.

 


 

2.

Product Orders

 


You may cancel a product order:

 

  • Before it is shipped — full refund issued.

  • After shipment — return policy will apply as outlined above.

 

 

 

 

D. How to Request a Return or Refund

 


To submit a return or refund request, please contact us at:


📧 info@therefinedluxury.com

📞 +971 50 809 9779

Or via our official WhatsApp chat.


Please include:

 

  • Your full name

  • Order or booking reference number

  • Reason for request

  • Supporting images (if applicable)

 

 

 

 

E. Governing Law

 


All return and refund policies are governed by UAE Federal Law No. 15 of 2020 on Consumer Protection. By using our services or purchasing from our site, you agree to these terms.