Refund policy
TRUE LUXURY – DELIVERY, DISPUTE & CLAIM POLICY
At TrueLuxury.ca, we specialize in authenticated, pre-owned luxury goods. Due to the high value and limited availability of our items, we maintain strict procedures regarding delivery, claims, and disputes.
By placing an order on TrueLuxury.ca, you agree to the following terms.
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1. Proof of Delivery
All orders are shipped:
• With full tracking
• Fully insured
• Signature required upon delivery
Carrier tracking confirmation, including signature confirmation where applicable, constitutes official proof of delivery.
Once a shipment is marked as “Delivered” by the carrier, the order is considered fulfilled.
TrueLuxury.ca relies exclusively on the official carrier tracking record as evidence of delivery.
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2. Delivery Issue Reporting Requirement
If you experience any issue with your delivery, you must contact us in writing within 24 hours of the tracking status showing “Delivered.”
Claims initiated after 24 hours may not be eligible for review.
This timeframe exists because carriers often resolve delivery discrepancies quickly when reported immediately.
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3. Missing or Stolen Package Procedure
If a package is marked delivered but cannot be located:
You must:
1. Contact us within 24 hours.
2. Confirm the shipping address provided was correct.
3. Check with household members, building management, and neighbors.
4. Contact the shipping carrier directly to open a trace.
For stolen package claims, we may require:
• A police report
• Written confirmation from the carrier
• Any available security footage (if applicable)
Replacement requests are reviewed case-by-case.
Refunds are not automatically issued for packages confirmed delivered.
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4. “Item Not as Described” Claims
All items sold on TrueLuxury.ca are pre-owned unless stated otherwise.
Each listing includes detailed photographs and condition descriptions. By purchasing, customers confirm they have reviewed all images and accepted the item’s stated condition.
If you believe an item materially differs from its listing description:
You must:
• Contact us within 24 hours of delivery.
• Provide clear photographic evidence.
• Keep the item in unused, original condition.
Minor wear consistent with listing photos, natural aging, or subjective dissatisfaction does not qualify as misrepresentation.
Failure to report concerns within 24 hours constitutes acceptance of the item as described.
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5. Replacement vs. Refund Policy
When a claim is validated:
• Replacement (if inventory allows) may be offered first.
• Refunds are issued only when replacement is not possible or appropriate.
Due to the limited nature of luxury pre-owned goods, identical replacements may not always be available.
TrueLuxury.ca reserves the right to determine the appropriate resolution.
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6. Chargebacks & Payment Disputes
By completing a purchase, the customer agrees to contact TrueLuxury.ca directly to resolve any concerns prior to initiating a chargeback or payment dispute.
In the event of a dispute, TrueLuxury.ca will provide the financial institution with:
• Proof of delivery (carrier tracking & signature confirmation)
• Order confirmation
• Billing & shipping address verification
• Fraud screening results
• Customer communication records
• Product listing & condition documentation
Tracking confirmation marked as delivered constitutes fulfillment of our shipping obligation.
Initiating a chargeback without first contacting us may result in permanent restriction from future purchases.
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7. Agreement to Terms
By purchasing from TrueLuxury.ca, you acknowledge and agree that:
• Official carrier tracking is the sole proof of delivery.
• All claims must be initiated within 24 hours of delivery.
• You have reviewed and accepted the item’s described condition.
• Disputes may be defended using all relevant documentation.