Merzovialux establishes clear, straightforward policies regarding product returns, exchanges, and reimbursement requests for all marble dining table purchases made through our website. Operating from Central, Hong Kong, our post-purchase procedures prioritize clarity, security, and full respect for user privacy under local laws.

1. Transparency in Commerce & Payment Terms

To establish absolute clarity and mutual trust with our Hong Kong customers, Merzovialux operates exclusively on a Cash on Delivery (COD) basis.

• Cash on Delivery (COD) Framework: The only payment mode available is Cash on Delivery (COD), as we want to develop trust and transparency with our customers. Customers pay only at their doorstep.
• Zero Advance Fees: You are never required to enter credit card numbers or make digital advance payments on our online platform. Settlement occurs physically when your item arrives at your specified address.

2. Return Period & Qualification Criteria

We understand that purchasing natural stone furniture requires complete confidence in quality and physical condition.

• 30-Day Return Window: The Return window is 30-days from the date of delivery.
• Eligible Circumstances: Returns are possible if the product delivered is damaged or wrong.
• Condition Expectations: To qualify for a return assessment, the item should remain in the original condition received, along with any included installation hardware or protective packaging materials.

3. Order Pickup & Free Return Processing

We aim to keep post-purchase logistics as simple and hassle-free as possible for every customer in Hong Kong.

• Complimentary Pickup: After the return request is accepted, we ensure smooth pickup of order as per customer's convenience. Our team will coordinate with you to arrange a suitable time slot for our transport team to collect the table from your home or office.
• No Hidden Fees: The return process is completely free, as we don’t charge any return or restocking fees from our customers.

4. Inspection Timelines & Resolution Options

Once our logistics team retrieves the table and transfers it back to our local facility, our operations staff conducts a thorough review.

• Operational Inspection Window: We take 1 working day to inspect returned orders, after it reaches us.
• Available Outcomes: If the return is accepted, we offer you either an exchange or a complete refund.
• Product Exchange Options: Exchanges are possible if the product is in stock and the customers opt for it. If an identical model is available in our inventory, we will arrange a replacement dispatch to your address.

5. Bank Transfer Refunds & Processing Details

Because transactions are completed via Cash on Delivery, reimbursement payments are issued directly through local electronic bank transfers.

• Method of Reimbursement: refunds are given through bank transfers only, as we accept COD only. We will request your bank details via mail, if you want a complete refund.
• Providing Bank Account Details: To process your payout, you must reply to our email with your Hong Kong bank account name, bank code, and account number. Please verify all submitted details to prevent delays.
• Processing & Clearance Timeframes: Once you provide your bank details, which should be correct one, we will process the refund within 1 business day, but the amount may take 9-10 business days to reflect in your account, depending on your bank.

6. Hong Kong PDPO & Data Governance Standards

In compliance with the Personal Data (Privacy) Ordinance (Cap. 486) of Hong Kong (PDPO), Merzovialux considers all banking and personal identification details gathered during the refund process with strict confidentiality.

• Specific Data Usage: Bank details requested via email are used strictly to complete the official reimbursement transfer.
• Data Security & Retention: Your banking details are stored within encrypted administrative records and are retained only for as long as necessary to clear the transaction and satisfy statutory accounting obligations under Hong Kong laws.
• Data Privacy Rights: Under the Hong Kong PDPO, you retain full rights to access, correct, or request deletion of your personal records once fiscal obligations are settled.

7. Google Ads Compliance & Commercial Integrity

Our return procedures are designed in accordance with Google Ads merchant policies and digital consumer protection guidelines. We clearly outline payment conditions, return timeframes, inspection periods, and zero-fee return structures prior to checkout. This ensures an honest, predictable shopping experience for all visitors in Hong Kong.

8. Customer Service Contact Details

If you need to initiate a return, request an exchange, or inquire about reimbursement status, please reach out directly to our operational team. Our support team is available from Monday to Friday from 10 AM to 5 PM HKT.

• Company Name: Merzovialux
• Email: contact@merzovialux.com
• Phone: +852-534-555-43
• Office Address: Citic Tower, Tim Mei Ave, Central, Hong Kong
• Customer Support Hours: Monday to Friday from 10 AM to 5 PM HKT