Refund policy
Returns
Our returns policy lasts 30 days from the date of purchase. If more than 30 days have passed since your purchase, we may not be able to offer a refund or exchange.
To be eligible for a return, your item must be:
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Unused
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In the same condition that you received it
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In the original packaging
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Before returning any item, please contact us first by email:
We will review your request and provide the next steps by email.
Items That Cannot Be Returned
Some items cannot be returned, including:
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Perishable goods
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Intimate or sanitary goods
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Hazardous materials
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Flammable liquids or gases
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Items that have been used, damaged, altered, or are missing parts for reasons not due to our error
Partial Refunds
In some cases, only a partial refund may be granted. This may apply where:
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The item is not in its original condition
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The item is damaged or missing parts for reasons not due to our error
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The return is requested or received more than 30 days after delivery
Refunds
Once your return has been received and inspected, we will email you to confirm whether your refund has been approved or rejected.
If approved, your refund will be processed to your original payment method. The time it takes for the refund to appear will depend on your bank, card provider, or payment provider.
Late or Missing Refunds
If you have not received your refund yet:
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Check your bank account again.
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Contact your credit card company or payment provider.
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Contact your bank, as processing times can vary.
If you have done this and still have not received your refund, please contact us at:
Sale Items
Only regular-priced items may be refunded. Sale items may not be eligible for a refund unless required by applicable consumer law.
Exchanges
We only replace items if they are defective or damaged.
If you need an exchange for the same item, please contact us by email:
Please include your order number, proof of purchase, and photos of the damaged or defective item where relevant.
Gifts
If the item was marked as a gift when purchased and sent directly to you, we may provide a gift credit for the value of the approved return.
If the item was not marked as a gift, or the gift giver had the order sent to themselves, any approved refund will be issued to the original purchaser.
Return Shipping
Please contact us before sending any item back.
Email: pluvial@pluvialplus.com
You are responsible for paying your own return shipping costs unless the item is defective, damaged, or incorrect due to our error.
Shipping costs are non-refundable. If a refund is approved, the cost of return shipping may be deducted from your refund where applicable.
The time it takes for an exchanged product to reach you may vary depending on your location.
For items over HKD $500, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Contact Us
For all returns, refunds, and exchange requests, please contact: