Protection & Integrity
Return & Dispute Policy
Filuxe.com, as Asia's leading B2B pre-owned luxury trading platform,
enforces strict policies to protect sellers and all platform users.
Scope: All transactions on the Filuxe B2B platform (including luxury goods and collectible cards of all categories)
Version: 2026-07-30 (v3.0 — Fully Optimized Edition)
Governing Law: Laws of the Hong Kong Special Administrative Region
Why is this policy so strict?
Filuxe.com, as Asia's leading B2B pre-owned luxury trading platform, processes a large volume of high-value luxury goods and collectible card transactions daily. Professional switch-and-return syndicates exist within the industry, exploiting return mechanisms to swap authentic items with counterfeits or pass off inferior goods as superior ones. To protect the interests of sellers and all platform users, we have established strict return and dispute handling policies.
The core principle is simple: All Sales Final — No Returns. We require buyers to carefully confirm before placing orders, and accept unboxing video as the sole evidence for any disputes. This policy is not designed to be difficult, but to protect every participant who trades honestly.
1. Core Principle: All Sales Final — No Returns
All transactions completed on the Filuxe.com platform, given their B2B wholesale nature, are final with no returns or exchanges (No Return / All Sales Final).
- Buyers must carefully confirm product descriptions, photos, condition ratings, and prices before placing orders
- Once an order is completed and goods are dispatched, the buyer is deemed to have confirmed the transaction
- Any form of "cooling-off period" or "right of withdrawal" does not apply to B2B transactions
Special Warning: Professional switch-and-return syndicates exist within the luxury goods and collectible card markets. Any form of "7-day unconditional return" policy would pose an unacceptable risk to sellers.
2. Mandatory Unboxing Video Requirement (Unboxing Video — MANDATORY)
This platform recognizes unboxing video as the sole acceptable dispute evidence. Without a compliant unboxing video, no claims will be accepted.
2.1 Why must you film an unboxing video?
- The unboxing video is the only tamper-proof evidence of the product's condition upon arrival
- Prevents buyers from swapping or damaging items after receipt and falsely claiming pre-existing issues at dispatch
- Protects the legitimate rights and interests of sellers and the platform
2.2 Video Recording Specifications
| Item | Detailed Requirement |
|---|---|
| Continuity | Must be filmed in a single continuous take — no interruptions, no editing, no pausing |
| Package Integrity | Must first capture all exterior views of the package (shipping label, seals, tape, any signs of damage) |
| Unboxing Process | The camera must remain focused on the package at all times, clearly showing the removal of every protective layer |
| Product Display | After removing the product, clearly display all details (including serial numbers, logos, condition, and defects) |
| Comparison | It is recommended to simultaneously display the order/product page on screen for cross-referencing |
| Timing | It is recommended to complete the unboxing video within 2 hours of logistics delivery confirmation |
| Resolution | At least 1080p, ensuring serial numbers, hallmarks, and logos are clearly visible |
| Storage | The original file must be retained for at least 90 days without compression or format conversion |
Video Example: The platform provides a standard unboxing video demonstration. Please contact customer service for access.
2.3 Video Submission Method
| Item | Information |
|---|---|
| Submission Email | service@filuxe.com |
| Email Subject | [Claim] + Order Number + Date |
| Attachment Contents | Original unboxing video file + Order screenshot + Problem description |
Video Usage Statement: All submitted unboxing videos are used solely for dispute handling and internal review purposes and will not be disclosed or leaked to any third party.
2.4 Circumstances Where Video is Invalid
| Reason for Invalidity | Explanation |
|---|---|
| Editing or Interruption | The recording shows signs of pausing, editing, or splicing |
| Package Already Opened | The package was already opened or the seal was broken before filming began |
| Camera Deviation | The camera did not remain focused on the package or product at all times |
| Insufficient Resolution | Unable to identify serial numbers, hallmarks, logos, and other critical details |
| Time Limit Exceeded | The recording time is significantly later than the logistics delivery time (exceeding 24 hours) |
| Failed to Show Condition | Product defects or flaw locations were not clearly displayed |
3. Claim Acceptance Conditions
3.1 Acceptable Claims
Only the following three types of situations may be submitted as claims, and must simultaneously comply with the unboxing video requirements in Section 2. All claims must be benchmarked against the Filuxe platform's Product Condition Rating System; buyers must demonstrate that the product condition is inconsistent with the rating described at dispatch.
| Type | Description | Time Limit (Based on logistics delivery time, GMT+8) |
|---|---|---|
| Product Mismatch | Received product significantly differs from the order description (e.g., wrong model, wrong brand), and must be verified against the platform rating system | Within 24 hours of delivery |
| Severe Damage | Package intact but contents have obvious physical damage (e.g., breakage, liquid ingress, moisture), affecting the product's original rating | Within 24 hours of delivery |
| Quantity Error | Received quantity does not match the order (short-shipped) | Within 24 hours of delivery |
Time Limit Calculation: All above time limits are calculated based on the delivery time shown in the logistics system, in Hong Kong Time (GMT+8). Late submissions will not be accepted.
3.2 Unacceptable Claims
| Category | Specific Situations |
|---|---|
| Subjective Factors | Change of mind, personal dislike, does not meet personal expectations, style not preferred |
| Appearance Disputes | Minor color variation (differences across screens), slight signs of use, normal oxidation |
| Price Factors | Market price fluctuations, dissatisfaction with valuation, belief of "overpaying" |
| Rating Interpretation | Product has been truthfully labeled according to the platform's rating system; buyer's personal interpretation differs |
| Quality Challenge | Filuxe authenticators have rigorously inspected; challenges to authentication results are not accepted |
| Procedural Deficiency | No compliant unboxing video, time limit for appeal exceeded |
| Secondary Resale | Issues discovered after the product has been resold or transferred to a third party |
4. Special Product Terms
This section sets out supplementary terms for specific product categories. Claims for all special products must still meet the general acceptance conditions in Section 3.
4.1 Graded Items
Certain products (such as collectible cards graded by third-party organizations like PSA, BGS, CGC, Beckett) carry independent authentication and grading from the grading entity:
- The grading scores, slab condition, and grading results from third-party grading entities do not fall within Filuxe's warranty or guarantee scope
- Disputes for graded items are only accepted for Product Mismatch (received product significantly differs from order description) or Severe Damage (grading slab cracked during transit), and must include a compliant unboxing video
- Buyers with questions about grading scores or slab condition should contact the respective grading entity directly
4.2 Uncertified Items
Certain products (such as ungraded raw cards, luxury items without authentication certificates) are sold "As-Is":
- Filuxe provides no authenticity certification or condition guarantee for such products
- Claims are limited to the three types listed in Section 3.1 (Product Mismatch, Severe Damage, Quantity Error); all other situations will not be accepted
- Minor imperfections (print spots, factory white dots, slight wear, normal signs of use, etc.) are not within the scope of acceptance
- Buyers who require authentication should commission a recognized body themselves
5. Shipping and Receiving Guidelines
5.1 Receiving Precautions
| Step | Action | Description |
|---|---|---|
| 1 | Check Outer Packaging | First inspect the courier package for any obvious damage, water stains, or signs of resealing |
| 2 | Open Before Signing | If the outer packaging is severely damaged, it is recommended to open for inspection in front of the courier |
| 3 | Right to Refuse | If there is obvious damage to the outer packaging or signs that it may have been opened, you have the right to refuse delivery on the spot |
| 4 | Signing = Confirmation | Once you sign for receipt, you confirm that the outer packaging of the package is intact |
| 5 | Proxy Receipt at Own Risk | If receipt is accepted by building management, family members, or colleagues, the associated risk is borne solely by the buyer |
5.2 Special Packaging Identification
| Packaging Type | Description | Precautions |
|---|---|---|
| Anti-Counterfeit Seals | Cannot be restored once torn | If the seal is damaged upon receipt, refuse delivery immediately |
| Security Tracking Tags | Equipped with NFC or QR Code | Can be used to verify product origin and authenticity |
| Dedicated Sealing Tape | Filuxe-specific tape with anti-counterfeit features | If the tape appears abnormal, contact customer service immediately |
6. Refund Processing
6.1 Refund Methods
| Scenario | Refund Amount | Refund Currency | Estimated Processing Time |
|---|---|---|---|
| Product Mismatch | Full refund of product amount (shipping fees not refunded) | In the original transaction currency | 5-7 business days after return receipt and inspection confirmation |
| Severe Damage | Full refund of product amount (shipping fees not refunded) | In the original transaction currency | 5-7 business days after return receipt and inspection confirmation |
| Quantity Error | Refund of price difference or reshipment of missing items (shipping fees not refunded) | In the original transaction currency | 3-5 business days after confirmation |
6.2 Complete Refund Process
- Step 1: Buyer Submits Evidence → Unboxing video + Order screenshot + Problem description → Email to service@filuxe.com → Time limit: Within 24 hours of logistics delivery
- Step 2: Filuxe Review → Customer service initial review 1-2 business days → If escalation needed: Authentication team review
- Step 3: Determined as Filuxe / Seller Responsibility → Customer service notifies buyer to return product → Provides return address and instructions
- Step 4: Buyer Returns Product → Product must remain in original condition (including all packaging, accessories, anti-counterfeit labels, certificates) → Must not be used, cleaned, altered, or repaired
- Step 5: Filuxe Receives and Inspects → Verify product condition matches the condition at dispatch → Confirm no switching, no additional damage → If condition is abnormal → Right to refuse refund
- Step 6: Initiate Refund → Refund to buyer's original payment method → Only product amount refunded (shipping fees not refunded) → Estimated 5-7 business days to arrive
Important: Before returning the product, the buyer must ensure the product remains in its original condition (including all packaging, accessories, anti-counterfeit labels, certificates). If the returned product's condition does not match the condition at dispatch (used, worn, switched, missing accessories), Filuxe reserves the right to refuse the refund or deduct proportionally.
6.3 Important Refund Matters
| Matter | Explanation |
|---|---|
| No Exchanges | In cases of product mismatch, Filuxe does not provide exchange services. Buyers who wish to obtain the same product should place a new order |
| Shipping Fees Not Refunded | All refunds do not include shipping fees; outbound and return shipping costs are borne by the buyer |
| Return Condition Mismatch | If the returned product's condition does not match the condition at dispatch, Filuxe reserves the right to refuse the refund or deduct proportionally |
| Refund Currency | All refunds are processed in the original transaction currency; exchange rate fluctuation differences are not covered |
7. Legal and Risk Terms
7.1 Platform Role
Filuxe.com acts as an intermediary escrow role in transactions, responsible for coordinating buyer-seller transactions and handling disputes.
7.2 Seller Liability
If a dispute is ultimately determined to be the seller's responsibility (goods not as described), Filuxe will pursue full reimbursement from the seller (including the product amount refunded to the buyer and related costs).
7.3 Malicious Claims Handling
To maintain the platform's transaction order, the following actions will be considered malicious claims:
- Repeatedly submitting false or fraudulent claim applications
- Repeatedly submitting claims despite knowing they do not meet acceptance conditions
- Forging or tampering with unboxing videos or evidentiary materials
- Abusing the platform's dispute mechanism for improper purposes
Handling Method: Filuxe reserves the following rights:
- Immediately reject the claim application
- Suspend the buyer's account access
- Terminate the buyer's account
- Reserve the right to pursue legal liability
7.4 Force Majeure
The platform bears no liability for losses caused by force majeure events such as natural disasters, war, epidemics, courier delays, customs detention, etc.
7.5 Market Fluctuations
Rises or falls in market prices of goods do not constitute grounds for return. All transactions are based on the price at the time of transaction.
7.6 Policy Changes
Filuxe reserves the right to modify this policy at any time. The modified policy will take effect 7 days after the date of publication. Material modifications will be notified to users via platform announcements.
7.7 Governing Law and Dispute Resolution
This policy and related terms are governed by the laws of the Hong Kong Special Administrative Region. Any dispute arising from or in connection with this policy shall first be resolved through friendly negotiation between the parties. If negotiation fails, the dispute shall be submitted to the exclusive jurisdiction of the courts of the Hong Kong Special Administrative Region.
7.8 Language
This policy shall be governed by the Traditional Chinese version. In the event of any discrepancy between any translated version and the Traditional Chinese version, the Traditional Chinese version shall prevail. Filuxe.com reserves the right of final interpretation of this policy.
8. Buyer Best Practice Recommendations
Before Receiving
- Prepare stable recording equipment (phone tripod, good lighting)
- Have the order number ready for easy display during filming
- Ensure your phone has sufficient storage space (at least 5GB)
Filming Checklist
- Show Shipping Label — Clearly capture the Tracking Number and recipient information
- Show All Six Sides of the Package — Film all exterior sides of the package (top, bottom, front, back, left, right)
- Show Seals/Tape — Confirm seals are intact and undamaged
- Continuous Recording Throughout — Do not pause, do not edit, do not let the camera deviate
- Remove Products One by One — If multiple items, display and describe each individually
- Display All Details — Serial numbers, Logo, hallmarks, flaw locations, accessories, certificates
Must Do After Receiving
- Immediately verify the product against the order description
- Cross-check product condition against the platform's Product Condition Rating System
- Complete detailed inspection within 24 hours
- Keep all packaging materials until the dispute period ends (at least 90 days)
- If issues arise, email service@filuxe.com immediately
When in Doubt
- Do not use or alter the product
- Immediately screenshot and save the product page information
- Do not clean, repair, or open grading slabs
- Submit an appeal via the customer service system or email
9. Dispute Escalation Process
Within 24h of logistics delivery
Processing Time: 1-2 business days
Outcome: Accepted / Rejected
Processing Time: 3-5 business days
Outcome: Final Decision (No Appeal)
Note: All above processing times are estimates; actual circumstances depend on evidence completeness and case complexity. If evidence is insufficient, Filuxe reserves the right to request supplementary information from the buyer. The decision of the Filuxe Authentication Team is final and not subject to appeal.
Contact Us
Claim Submission: service@filuxe.com
Office Hours: Monday to Friday 10:00-18:00 (GMT+8)
Disclaimer: This policy is governed by the Traditional Chinese version. In the event of any discrepancy between any translated version and the Traditional Chinese version, the Traditional Chinese version shall prevail. Filuxe.com reserves the right of final interpretation of this policy.
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