Consumer Purchase Terms and Conditions – Warranty Policy

This Warranty Policy constitutes a legal agreement between you and luv-mall and applies to any niche department store products purchased within Australia. By purchasing and receiving the products, you acknowledge that you have read, understood, and agreed to all terms of this policy.

Customer Service Contact:

Email: service@mail.luv-mall.com

Phone: +86 19212451667

Working Hours: Monday to Friday, 9:00 AM – 6:00 PM (UTC+8:00)

1. Warranty Period and Coverage

Warranty Period: All products come with a 12-month (1-year) official warranty starting from the date you receive the product.

Warranty Coverage: This policy covers manufacturing defects that occur during normal household or personal use, including but not limited to:

Material defects

Workmanship issues

Functional failures caused by product quality

2. Exclusions – Cases Not Covered by Warranty

The following situations are not covered under this warranty. Paid repair services or repair quotes may be provided instead:

Expired Warranty: Products exceeding the 12-month warranty period.

User Damage: Damage caused by accidents, drops, impacts, crushing, liquid spills, overload, misuse, or failure to follow instructions.

Unauthorized Repairs: Damage resulting from disassembly, modification, or repair by non-luv-mall authorized parties.

Normal Wear and Tear: Cosmetic wear, aging (e.g., natural fading of fabric or leather), or deterioration that does not affect core functionality.

Force Majeure: Damage caused by natural disasters (fire, flood, earthquake, typhoon) or events such as war, riots, or other uncontrollable factors.

Consumable Products: Items such as batteries, filters, cleaning cloths, and other consumables are not covered.

3. Warranty Service Process

If you discover a non-user-related quality issue within the warranty period, please follow these steps to request service:

Contact Customer Service: During working hours, contact us via email or phone and provide your order number, product photos, video of the defect, and a detailed description of the issue.

Initial Assessment: Our professional team will review the information you provide for a preliminary assessment.

Authorization: Once approved, we will issue an RMA (Return Merchandise Authorization) number and provide instructions for warranty service.

Send Product: Package the product and original packaging (if available) securely, clearly mark the RMA number on the outside, and send it to the designated service address.

Repair Handling: After receiving and inspecting the product to confirm warranty eligibility, we will provide one of the following solutions: Free Repair: Fix the product defect. Free Replacement: Provide a new or refurbished product with equivalent functionality. Refund: In specific cases, a full refund may be negotiated.

4. Important Notes

Delivery Time: In-stock orders are usually shipped within 1–2 business days. Actual delivery time is 5–7 business days. Please inspect the product upon receipt, and immediately contact the logistics provider and our customer service if any shipping damage is found.

Order Modification: Orders can be edited or modified within 12 hours of placement by contacting customer service.

Proof of Purchase: Keep your purchase proof (order confirmation, invoice, etc.) to ensure eligibility for warranty service.

Accurate Address: Ensure the delivery address is accurate and complete to avoid delays or complications in product delivery and warranty service.

We are committed to providing high-quality products and a worry-free shopping experience. For any questions or concerns, please contact our customer service team at the details above.

Consumer Purchase Terms and Conditions – Warranty Policy

1. Warranty Period and Coverage

2. Exclusions – Cases Not Covered by Warranty

3. Warranty Service Process

4. Important Notes

Online Customer Service