Hourglass Small Limited

1. Buyers are responsible for tracking their items once we hand over the paid package to the selected rider or courier (Lalamove, LBC, or Grab).

2. Luxury by Samantha is not liable for any delays, lost items, or additional charges due to delays or unsuccessful deliveries.

3. To ensure greater security for your paid items, we take a photo of the rider’s license and vehicle license plate upon pickup from our showroom. For LBC shipments, we ensure that all items fit the designated box, and the waybill is forwarded after shipping.

4. Buyers are responsible for tracking their items once we hand over the paid package to the selected rider or courier (Lalamove, LBC, or Grab).

At Luxury by Samantha, we take pride in providing authentic, high quality preloved and brand new luxury goods. Each item is carefully inspected and documented to ensure our customers receive exactly what they expect. Due to the nature of our business, our return and exchange policies are set to maintain fairness and transparency for both parties.

All Sales Are Final

Please note that all items sold are considered final sale. We do not accept returns or exchanges due to change of mind, sizing concerns, or personal preferences.

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Returns/Exchanges Are Only Accepted If:

1. The item is proven inauthentic by two (2) certified third-party authenticators.
2. The wrong item was sent (i.e., incorrect brand/model).
3. There is a major undisclosed defect not mentioned in the listing or shown in photos.

Conditions for Returns

If your item meets the criteria above, the return must follow these terms:
• Request must be made within 3-5 days of receiving the item.
• The item must be unused, in the same condition as received, and with all original inclusions (dust bag, authenticity cards, etc.).
• Proof of claim (e.g., unboxing video, third-party authentication result) must be submitted for review.
• Buyer is responsible for shipping the item back to us via a reliable courier with tracking.

Money-Back Guarantee (If Proven Fake)
• A full refund will be issued only if the item is proven inauthentic by two independent and certified third-party authenticators.
• The buyer must present the full report from both authenticators.
• Refund will be processed within 7–14 business days upon verification.

Exchange Policy (If Applicable)

• Exchanges are only allowed if:
• The item is unused and in original condition.
• There is a valid reason, such as receiving the wrong item.
• Exchanges must be requested within 5 days of receiving the item.
• Buyer handles return and new shipping costs.

Important Notes

• No returns/exchanges will be honored for layaway items after confirmation and full payment.
• Items viewed and approved at the showroom or via live selling are considered accepted by the buyer.
• Items with clear descriptions and photos cannot be returned due to minor wear and tear or misunderstandings.
• No refunds will be given if the buyer fails to comply with the policy timeline.

For any concerns or clarification, please contact our team via:

09488238328 admin lhia
09104543487 office number
for urgent matters: 09176734193