Refund Policy

REFUND POLICY FOR REAL LUXURY REAL

1. INTRODUCTION

Welcome to Real Luxury Real ("Company," "we," "our," "us"). This Refund Policy explains the circumstances under which you may be eligible for a refund for our luxury authentication services.

By purchasing our authentication services, you acknowledge and agree to the terms of this Refund Policy.

2. TYPES OF SERVICES WE PROVIDE

We offer the following authentication services:

  • Digital Authentication Report – Remote authentication based on photos and videos submitted by you

  • Certificate of Authenticity – Official document confirming the authenticity status of your item

3. ELIGIBILITY FOR REFUNDS

3.1 Refundable Situations

You may be eligible for a full or partial refund in the following circumstances:

  • Service not performed – 100% refund if we have not started authentication within 5 business days of payment

  • Duplicate payment – 100% refund of the duplicate amount if you accidentally paid twice for the same authentication request

  • Technical error – 100% refund if our system error prevented you from submitting required photos or documents

3.2 Non-Refundable Situations

You are NOT eligible for a refund in the following circumstances:

  • Unfavorable authentication result – You receive a "counterfeit" or "inconclusive" result but are unhappy with the outcome

  • Change of mind – You no longer wish to authenticate your item after payment

  • Item already authenticated – We have completed the authentication and delivered the report

  • Insufficient photos – You failed to provide clear photos as requested

  • Wrong item submitted – You submitted photos of a different item than described

  • Delayed response from you – You did not respond to our requests for additional information within 7 days

4. AUTHENTICATION RESULT DISPUTES

4.1 What If You Disagree With Our Authentication Result?

We take pride in our authentication accuracy. If you disagree with our determination:

  1. Request a secondary review by emailing us at contact@realluxuryreal.com within 7 days of receiving your report

  2. Provide additional evidence, such as any provenance or purchase documentation we may have missed

  3. If we cannot resolve the dispute, you may submit your item to an independent third-party authentication service (at your own expense) using photos and videos

4.2 If Third-Party Authentication Contradicts Our Result

If a reputable third-party authentication service (e.g., Entrupy, LegitGrails, or an authorized brand boutique) provides a written report that contradicts our finding:

  • If our result was "Counterfeit" and the third-party says "Authentic" – We will refund 100% of your authentication fee

  • If our result was "Authentic" and the third-party says "Counterfeit" – We will refund 100% of your authentication fee plus reimburse the third-party authentication cost (up to $50)

Conditions for the above:

  • The third-party report must be from a recognized authentication provider

  • Both authentications must be based on the same item (same serial number and submitted photos)

  • The request must be submitted within 30 days of our original report

5. CANCELLATION POLICY

  • Before we start authentication – 100% refund

  • After authentication has started but before report is delivered – 50% refund (work has already been performed)

  • After report has been delivered – No refund

To cancel a service, email contact@realluxuryreal.com with your order number and "CANCEL" in the subject line.

6. HOW TO REQUEST A REFUND

Step 1: Contact Us

Email contact@realluxuryreal.com with the following information:

  • Your order number

  • The email address used to place the order

  • Reason for refund request

  • Any supporting evidence (screenshots, third-party reports)

Step 2: Review

We will review your request within 5 business days.

Step 3: Approval or Denial

  • Approved: Refund will be processed to your original payment method within 7–10 business days

  • Denied: We will explain the reason for denial

7. REFUND PROCESSING TIMES

Refund processing times depend on your original payment method:

  • Credit/Debit Card – 7 to 10 business days

  • PayPal – 3 to 5 business days

  • Shopify Payments – 5 to 7 business days

Please note: Your bank may take additional time to display the refund on your statement.

8. CHARGEBACKS AND DISPUTES

If you file a chargeback with your credit card company or payment provider before contacting us, we may:

  • Pause processing of your authentication request

  • Provide your transaction records to the payment provider to dispute the chargeback

  • Suspend your account pending resolution

We encourage you to contact us first – most issues can be resolved without a chargeback.

9. NO REFUND FOR FRAUDULENT ACTIVITY

If we determine that you have:

  • Knowingly submitted a counterfeit item for authentication

  • Provided false provenance documentation

  • Attempted to manipulate authentication results

We will:

  • Deny any refund request

  • Report the activity to relevant anti-counterfeiting databases

  • Permanently ban you from using our services

10. CHANGES TO THIS REFUND POLICY

We may update this Refund Policy from time to time. The "Last Updated" date at the top of this policy will indicate when changes were made.

For material changes, we will notify you via email or a notice on our website.

11. CONTACT US

For refund requests or questions about this policy:

Real Luxury Real
Email: contact@realluxuryreal.com

Please include your order number and "REFUND REQUEST" in the subject line for faster processing.

QUICK REFERENCE SUMMARY

Refundable Situations:

  • Service not performed → Yes (100%)

  • Duplicate payment → Yes (100%)

  • Technical error → Yes (100%)

  • Cancelled before work starts → Yes (100%)

  • Cancelled after work starts but before delivery → Yes (50%)

  • Third-party contradicts our result → Yes (100% + up to $50)

Non-Refundable Situations:

  • Unfavorable authentication result → No

  • Change of mind after payment → No

  • Item already authenticated → No

  • Insufficient photos → No

  • Wrong item submitted → No

  • Delayed response from you → No

HOW TO ADD THIS TO YOUR SHOPIFY PAGE

Option 1: Create a new page

  1. In Shopify admin, go to Online Store → Pages

  2. Click Add page

  3. Title: Refund Policy

  4. Paste the content above into the content editor

  5. Click Save

Option 2: Use Shopify's standard Refund Policy template

  1. In Shopify admin, go to Settings → Legal

  2. Paste this policy into the Refund policy section

  3. Shopify will automatically link to it during checkout