Terms of Service

Effective date:

These terms explain shopping with Casaluxy, from placing an order to delivery and after-sales support.

1. About Casaluxy

Casaluxy Limited operates casaluxy.com and is the seller of goods purchased through this website. Casaluxy is our lighting and furniture brand. We are registered in Hong Kong under business registration No. 80952407.

Our contracted operating partner in China, Foshan Shangsa Trading Co., Ltd., coordinates suppliers and business operations. Goods are received and inspected in China before dispatch through the selected delivery provider. Stocked products are also checked before dispatch. Casaluxy Limited remains responsible to you as the seller.

Contact our team by email or phone for product and order support. For returns, please email info@casaluxy.com for the correct return address, return reference and return or collection instructions.

For orders delivered to the United States, United Kingdom, Canada or Australia, eligible returns are handled by our designated shipping and returns partners in the country of delivery. These receiving locations are operated by our partners. Our Hong Kong registered office does not receive product returns. Return-shipping responsibilities and statutory safeguards are explained in our Returns & Refunds Policy.

2. Using the website and your account

Use the website lawfully. Provide accurate contact, delivery and order information, keep your account credentials secure, and contact us if you suspect unauthorized access. You must have legal capacity to enter the purchase contract and authority to use the payment method. Any product-specific purchase restrictions will be disclosed before checkout.

Do not attempt unauthorized access, introduce harmful code, interfere with the website or misuse another person’s information. We may restrict access where reasonably necessary to address misuse, fraud or a security risk. This does not remove rights relating to an existing purchase.

3. Product information and availability

Check the product description, dimensions, materials, included items, options, compatibility and intended use before ordering. Ask us if a detail is unclear. Natural materials and screen colours can vary, but the goods must match the agreed description and applicable legal requirements. Accessories or other items shown for context are included only where the listing says so.

We offer stocked products, standard catalogue products manufactured after ordering, and bespoke options. Availability and preparation requirements depend on the selected item and variation. Where a bespoke request requires an individual quotation, we confirm the specifications, final price, preparation and delivery estimate, and applicable terms before payment.

If a product becomes unavailable or we discover a material listing error, we will contact you and explain the available options. We will not substitute a different product, place an order on backorder or charge a higher price without your agreement.

If goods are faulty, damaged, incorrect or materially different from their description, contact us as soon as reasonably practical. Your statutory remedies are not limited by a short reporting deadline.

4. Orders and changes

Review the goods, selected options, currency, total and delivery address before submitting your order. We send an acknowledgement with the order details. Contact us promptly if something needs correcting or you wish to cancel.

Before acceptance, we may decline an order for a genuine stock, payment, delivery or material listing problem. We will explain the reason and refund any payment taken for an order we do not accept. After acceptance, the agreed terms and applicable law govern any change or cancellation.

If an accepted order cannot be fulfilled, we will explain your options and issue any refund due to the original payment method. A replacement, store credit or later delivery requires your agreement where applicable; it does not replace a refund you are legally entitled to receive.

5. Prices, currency and payments

The selected currency and final order total are shown before payment. Use the payment methods displayed for your order at checkout; availability can depend on the destination, provider, device and transaction. Payment is due at checkout, subject to the terms of any payment option you select.

Any tax we collect and any delivery or optional-service charge are displayed as required before you pay. Our Shipping Policy explains responsibility for import duties, import taxes and customs-clearance charges. Your payment provider may apply its own currency-conversion or cross-border fee.

We do not charge a revised price or an additional optional service without your agreement. Our Payment Policy gives further information. Do not send full card details, account passwords or one-time payment codes by email.

6. Order preparation and delivery

We offer free standard shipping to the United States, United Kingdom, Canada and Australia, subject to the destination and address restrictions in our Shipping Policy. Each product or selected variation has an estimated handling time of 3–5 business days, 7–10 business days or 25–30 business days for made-to-order products. Handling includes all preparation before handover for international delivery, including manufacturing where applicable, transfer from the supplier to our inspection location, inspection and packaging. Estimated air transit after carrier collection is 7–12 business days for the United States, 8–12 business days for the United Kingdom and Australia, and 10–15 business days for Canada. The product page and checkout show the applicable estimate for the selected product or variation and destination. Large furniture, oversized lighting and bespoke orders requiring a different service have their applicable handling, transit and total estimate disclosed before payment. Total estimates already include handling and manufacturing, so these periods should not be added again. Our Shipping Policy explains the order cutoff, business-day rules and import-charge responsibilities.

After dispatch, we send tracking details or delivery-arrangement instructions, depending on the service. Items in one order may arrive separately. Standard delivery is to the accessible ground-floor entrance of the building; carrying upstairs, room placement, assembly, installation and packaging removal are not included unless expressly agreed.

Check access and dimensions before ordering and provide a complete delivery address. If delivery is materially delayed, unsuccessful, lost or damaged, contact us so we can investigate and explain the available remedies. Carrier or customs delays do not remove our obligations or your mandatory rights.

For consumer goods, risk normally passes when you or your nominated recipient takes physical possession, subject to applicable law. Title passes on full payment, subject to law.

7. Cancellations, returns and refunds

For eligible standard goods, notify us within 30 calendar days after delivery to request a change-of-mind return or exchange. There is no restocking fee. Our Returns & Refunds Policy forms part of these terms. It sets out the change-of-mind return and exchange window, how to give notice, the period for sending goods back, return conditions, transport costs and refund timing. The terms provided when you placed an order continue to apply to that order.

Contact info@casaluxy.com with your order number and request. We provide the correct receiving address and parcel or collection instructions. Do not send returns to the registered office. Our approval, photographs or a particular form are not conditions of valid statutory cancellation notice.

Casaluxy covers necessary return shipping or collection for faulty, damaged, incorrect or materially misdescribed goods. For change-of-mind returns and exchanges, the customer pays the direct return shipping cost, subject to the disclosure safeguards and exceptions in our Returns & Refunds Policy. There is no restocking fee. Earlier orders retain any free-return or local-return terms provided at purchase. Refunds are issued to the original payment method, subject to applicable law.

Standard catalogue products remain subject to our normal return conditions even when manufactured after ordering. A change-of-mind return window does not limit statutory faulty-goods claims. A personalized-goods exception applies only where lawful and disclosed before purchase; choosing a standard catalogue option does not automatically make an item personalized.

8. Assembly, installation and product support

Follow the supplied instructions and use an appropriately qualified installer where required. We must supply goods suitable for their advertised market and use. Misuse or installation errors affect a claim only to the extent they caused the problem and the law permits.

Our Warranty & Product Support page explains any additional commercial warranty. That coverage is separate from, and does not replace or shorten, mandatory consumer rights.

9. Privacy

Our Privacy Policy explains how we handle personal information. The Cookie Policy and Your Privacy Choices explain relevant cookies and available controls. Accepting these shopping terms does not itself give consent to optional marketing or tracking where separate consent is required.

11. Responsibility and consumer rights

Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited, including mandatory consumer guarantees, fraud, fraudulent misrepresentation or protected liability for death or personal injury caused by negligence.

We remain responsible for our obligations as the seller. Your remedies are not automatically limited to a fixed amount, the purchase price or the duration of a commercial warranty. Where a mandatory law provides greater protection than these terms, that protection applies.

12. Governing law and complaints

Subject to mandatory law, Hong Kong law governs these terms. This does not deprive consumers of mandatory protection or the right to bring a claim in a court available under the law of their residence.

Contact us with your order number and a description of any concern so we can try to resolve it. Contacting us first does not remove your right to use an available payment-provider process, regulator, dispute-resolution service or court.

13. Changes and the terms of your order

Updates apply to future orders from their stated effective date. The version agreed for an existing order continues to apply unless a lawful change is agreed. Keep your order confirmation and a copy of the applicable policies.

These terms, the policies expressly incorporated into them and the information or promises agreed for your order form the purchase terms. This does not exclude liability for misrepresentation or override mandatory rights. If a provision is unenforceable, the remaining provisions continue to apply to the extent permitted by law.

14. Contact information

Casaluxy Limited
Hong Kong business registration No. 80952407
Unit 905D, 9/F, Cameron Commercial Centre,
458–468 Hennessy Road, Causeway Bay, Hong Kong.

info@casaluxy.com
+852 5180 0514

Customer service hours
Monday–Friday: 9:00 AM – 5:00 PM
Saturday–Sunday: Closed
Time zone: Hong Kong Time (HKT)
Response time: We respond within 1 business day.