Returns and Exchanges

 

We will be upgrading our system between 26 Mar - 2 Apr to serve you better. We apologize for any potential delay in your delivery time.

Returns or exchanges are only accepted for damaged, defective, or incorrect products reported within 10 days from delivery.

For non-quality related issues (e.g. change of mind), returns and refunds are not accepted.

Order cancellations are not allowed once payment has been made.

To be eligible for a return, items must be:

  • In original condition with all parts, accessories, tools, and original packaging
  • Undamaged (unless received damaged)

 

Unboxing Video Requirement (Mandatory):

  • A full, continuous, and unedited unboxing video is required for any claims relating to damaged, defective, or incomplete items.
  • The video must clearly show the parcel being opened from its original sealed condition.
  • Videos that are edited, cut, time-lapsed, or show packages that have already been opened or repacked will not be accepted.
  • Claims submitted without a valid unboxing video will not be processed.

If LUXASIA (H.K) Limited (hereinafter “LUXASIA”) approves your request to exchange a product, but the requested replacement item is out of stock/sold out, we will refund the relevant amount to you.

  • The product must be returned together with all complimentary gifts/promotional items provided at the time of purchase.

 

Refund & Exchange Procedure:  

Prepare documents/evidence:

    1. Order details and sales invoice
    2. the mandatory unboxing video
    3. State whether the request is for refund or exchange
  • Email your request to LUXASIA: sales.sn@luxasia.com.hk
  • LUXASIA will confirm eligibility and provide next steps.
  • Please retain proof of return shipment. If the returned item is lost in transit, it will be deemed not returned. Customers are responsible for ensuring items are securely packaged.

 

Refunds

Refunds will be processed via the original payment method.

  • If you receive a damaged, defective, or incorrect product, we will refund:
    • The product cost
    • The original delivery fee
  • Refunds will be processed within 14 days upon receipt and inspection of returned goods.

 

Exchange Policy

  • Exchanges are only applicable for damaged, defective, or incorrect items reported within the 10-day period after delivery.
  • If there is a price difference for exchanges, we will advise on the necessary top-up or refund.

 

Goods Damaged or Faulty on Delivery

  • If you receive a damaged or faulty product, please contact us within 10 days from delivery.
  • Upon verification (including review of the unboxing video), we will arrange for a replacement (subject to availability) or refund.

 

Warranty & Product Registration

  • All products are covered under a 1-year warranty from the date of purchase.
  • Customers are required to register their product on our website after purchase to activate the warranty.
  • Warranty applies to manufacturing defects only and is subject to standard usage in accordance with product instructions.
  • When sending the product for repair, please provide the sales invoice. Please retain your invoice carefully.
  • Warranty only applies to SharkNinja products purchased in Hong Kong (HKSAR) or Macau (SAR).