Returns & Refunds Policy

At Lac Crado Luxury, we take pride in offering authentic, pre-owned luxury items with full transparency regarding product details, condition, and authenticity. This Returns & Refunds Policy explains in detail the circumstances under which returns or refunds are accepted, the processes involved, the obligations of both buyers and the Company, and the timelines for resolution.

By purchasing from Lac Crado Luxury, customers agree to comply with the following terms.

1. Purpose & Scope

The purpose of this policy is to:

  • Provide clear and fair guidelines for returns and refunds

  • Protect customers against counterfeit or materially misrepresented products

  • Safeguard the Company from unwarranted or fraudulent claims

  • Ensure compliance with Singapore consumer protection laws and international e-commerce standards

This policy applies to:

  • All buyers purchasing through our website, social media platforms, or in-person sales

  • All products sold under Lac Crado Luxury, including consignment items

2. General Policy

Due to the unique nature of pre-owned luxury items, we maintain a final sale policy with only limited exceptions outlined below. Specifically:

  • All sales are final unless the product falls under one of the exceptional circumstances described in Section 3.

  • Returns or refunds are not accepted for reasons including but not limited to:

    • Change of mind

    • Incorrect size or fit

    • Buyer’s remorse

    • Minor imperfections or signs of use disclosed prior to sale

    • Differences in color perception due to monitor or lighting variations

This approach ensures that both consignors and buyers have confidence and transparency throughout the transaction process.

3. Exceptional Circumstances for Refunds

Refunds or returns will only be considered under the following situations:

3.1 Authenticity Disputes

  • If an item purchased from Lac Crado Luxury is alleged to be counterfeit, the buyer must provide:

    1. A written statement from a reputable, independent authentication service verifying the counterfeit claim.

    2. The original order number, proof of purchase, and all relevant documentation.

  • If verified as counterfeit, the buyer will receive a full refund, including:

    • The original purchase price

    • Shipping fees (if applicable)

    • Authentication service fees (upon submission of valid receipts)

  • The Company reserves the right to conduct its own internal investigation and seek additional third-party authentication before finalizing any refund.

3.2 Material Misrepresentation

  • A product qualifies for a refund if it is significantly different from the description provided at the time of sale. Examples include:

    • Wrong model or product variant shipped

    • Undisclosed major defects affecting functionality or appearance (e.g., large scratches, broken hardware)

    • Incorrect size or dimensions not disclosed in the product listing

  • Minor cosmetic imperfections, wear consistent with age, or issues clearly shown in product photos are not considered material misrepresentation.

3.3 Non-Delivery or Loss in Transit

  • If a product is lost in transit or never delivered despite correct address details, buyers may be eligible for a refund after verification with the courier.

  • High-value items may be insured upon buyer’s request and at their expense.

4. Claim Process

To initiate a return or refund request, buyers must:

  1. Submit a written request via email or official messaging channels within 7 calendar days of receiving the item.

  2. Provide the following information:

    • Order number and purchase date

    • Detailed reason for the claim

    • Photographs or videos showing the issue

    • For authenticity disputes, an independent authentication report

Requests submitted after the 7-day period will not be considered unless exceptional circumstances apply.

5. Review & Approval Process

5.1 Initial Review

  • The Company will acknowledge receipt of the claim within 2 business days.

  • Claims will be reviewed by our Quality Control and Customer Service teams within 5–7 business days.

5.2 Decision & Communication

  • The Company will provide a written response approving or rejecting the claim, along with detailed reasoning.

  • If approved, instructions for item return and refund timelines will be shared with the buyer.

5.3 Disputes

  • If the buyer disagrees with the Company’s decision, the matter may be referred to:

    • Third-party authentication services for a neutral assessment

    • Mediation or arbitration under Singapore law (see Section 10)

6. Return Conditions

  • Approved returns must be sent back in the same condition as delivered, including:

    • Original packaging

    • Authentication certificates (if provided)

    • Accessories, dust bags, and invoices

  • Items damaged after delivery due to improper handling, accidents, or negligence will not qualify for refunds.

  • Return shipping costs (except for authenticity disputes) are the responsibility of the buyer.

7. Refund Processing Timelines

  • Upon receipt and inspection of the returned item, refunds will be processed within 10–14 business days.

  • Refunds will be issued via:

    • Bank transfer (for local buyers)

    • Original payment method (if available)

  • Processing times may vary depending on the buyer’s bank or payment provider.

8. Exchanges

  • Exchanges are not offered for pre-owned luxury items due to their one-of-a-kind nature.

  • Buyers wishing to purchase a different item must complete a new transaction after any refund is processed.

9. Consignor Protection

  • Consignors are protected from refund claims once the 7-day refund window closes.

  • If a refund is approved after consignor payout due to authenticity disputes or misrepresentation, the Company assumes full responsibility for the refund.

10. Governing Law & Dispute Resolution

  • This policy is governed by the laws of Singapore.

  • Any disputes arising from refunds or returns will first be addressed through good-faith negotiations.

  • If unresolved, disputes may proceed to mediation or arbitration under the Singapore Mediation Centre (SMC) or Singapore International Arbitration Centre (SIAC).

  • The exclusive jurisdiction of Singapore courts applies if disputes remain unresolved.

11. Fraud Prevention & Misuse

  • Any fraudulent refund claims, misuse of authentication reports, or submission of false documentation will be treated as breach of contract.

  • The Company reserves the right to:

    • Ban buyers from future transactions

    • Report fraudulent activities to law enforcement authorities

12. Communication Channels

  • All refund or return requests must be submitted via:

    • Official company email: laccradoluxury@gmail.com

    • WhatsApp business number: +65 9065 6878

    • Website contact form 

  • Verbal requests or social media messages without formal documentation will not be accepted.

13. Policy Updates

  • The Company reserves the right to amend this policy at any time.

  • Updated versions will be published on our website with the Effective Date clearly indicated.

  • Continued use of our services implies acceptance of revised policies.