Refund policy
# RETURN & REFUND POLICY
Last Updated: 01/06/2025
At The Refined Luxury, operated by JMT Holdings LTD (“The Refined Luxury”, “we”, “our”, or “us”), we are committed to providing authentic luxury products and maintaining the highest standards of client experience.
Due to the exclusive, luxury, pre-loved, sourced, and high-value nature of our products, all sales are considered final unless they meet the specific eligibility criteria outlined below.
By purchasing from us, you agree to this Return & Refund Policy.
1. Final Sale Policy
All sales are final.
This includes, but is not limited to:
- New items
- Pre-loved items
- Vintage items
- Sourced items
- Pre-orders
- Reserved items
- Sale or discounted items
- Special order items
We do not accept:
- Change-of-mind returns
- Exchanges based on preference
- Cancellations after confirmation
- Returns due to sizing expectations
- Returns due to subjective condition opinions
Returns are only accepted where:
- The item is proven unauthentic in accordance with this policy
OR
- The item materially differs from the agreed listing, product description, photos, videos, or shared media.
2. Product Condition & Pre-Loved Items
Pre-loved and vintage luxury items naturally show signs of wear and age.
Such signs may include, but are not limited to:
- Scratches
- Patina
- Leather softening
- Minor odours
- Interior wear
- Creasing
- Shape relaxation
- Hardware fading
- Stitching wear
- Minor imperfections
All product photos, videos, WhatsApp images, Instagram messages, invoices, listings, and shared media form part of the item description and are considered proof of the item’s condition at the time of sale.
Minor differences in:
- Colour
- Texture
- Dimensions
- Material ageing
- Patina
- Smell
- Lighting appearance
shall not be considered grounds for return or refund.
Colours may vary due to:
- Photography lighting
- Screen calibration
- Device display settings
- Monitor differences
3. Authenticity Claims
The Refined Luxury guarantees the authenticity of all items sold.
Accepted authentication providers are strictly limited to:
- Bababebi
- Entrupy
For watches, only reports issued by:
- Official Authorised Dealers
OR
- Manufacturer-authorised service centres
shall be accepted for authenticity disputes.
Clients have seven (7) calendar days from the date of delivery to initiate an authenticity claim.
After this seven (7) day period expires, no authenticity-related claims shall be accepted.
The client is responsible for:
- Authentication costs
- Shipping costs
- Insurance costs
- Any related third-party fees
If the item is ultimately determined to be unauthentic following our own review and assessment:
- A full refund shall be issued
- Reasonable authentication costs shall be reimbursed
- Approved return shipping costs shall be reimbursed
Authenticity opinions may vary between authenticators. The Refined Luxury reserves the right to rely on its own authentication partners and internal assessments.
4. Conditions for Return Eligibility
To qualify for any approved return:
- The claim must be initiated within seven (7) calendar days of delivery
- The item must remain unused and unaltered
- All original inclusions must be present
- Tags, packaging, accessories, cards, straps, boxes, and documents must remain intact
- Proof of purchase must be provided
- Supporting photographic or video evidence may be requested
Returns will be rejected if:
- The item has been worn
- The item has been altered
- The item has been resized
- The item has been damaged after delivery
- The item has been tampered with
- The item is incomplete
- The item differs from what was originally shipped
If a returned item fails inspection, the return shall be denied and the item may be returned to the client at the client’s expense.
5. Sourced Items & Pre-Orders
All sourced items, reserved items, and pre-orders are strictly final sale unless proven unauthentic under this policy.
Delivery timelines provided for sourced items are estimates only and are not guaranteed.
Luxury market availability and pricing may fluctuate rapidly prior to payment clearance.
If The Refined Luxury is unable to supply a sourced item after confirmed payment:
- A full refund shall be issued
Deposits used to reserve sourced or special-order items are non-refundable if the client cancels the transaction.
6. Watches & Jewellery
Watches are sold in their existing condition unless otherwise stated.
The Refined Luxury does not guarantee:
- Waterproofness
- Future performance
- Timekeeping accuracy
- Manufacturer warranty validity
Vintage watches may naturally display variations in performance and cosmetic ageing.
Aftermarket parts, previous modifications, or replaced components may not always be identifiable, and we are not liable where such information was unavailable to us.
Jewellery or watch resizing, modifications, polishing, or alterations may render items non-returnable.
7. Return Shipping & Insurance
Approved returns must be shipped securely and appropriately packaged by the client.
Return shipping insurance is strongly recommended.
The Refined Luxury is not liable for:
- Lost return shipments
- Damaged return shipments
- Courier delays
- Customs issues
- Failed delivery attempts
Prepaid return labels are not currently provided unless otherwise agreed in writing.
If the client declines shipping insurance, all transit risk remains with the client.
8. Refund Processing
If a return is approved:
- Refunds shall be processed within approximately 7–14 business days following inspection and approval
- Refunds shall be issued using the original payment method where possible
- Bank transfer refunds may be used where necessary
Refunds are strictly limited to the original purchase amount paid.
No additional compensation, damages, or losses shall be payable.
9. Fraud Prevention & Abuse Protection
To protect the integrity of our business, suppliers, and clients, The Refined Luxury reserves the right to:
- Refuse returns
- Refuse refunds
- Refuse future transactions
- Restrict accounts
- Blacklist users
- Pursue legal action
where fraudulent activity, abusive behaviour, false claims, manipulated returns, excessive disputes, or abusive chargebacks are suspected.
Any attempt to return counterfeit, swapped, manipulated, or unauthorised items may result in:
- Immediate refusal of refund
- Permanent banning
- Legal proceedings
10. Digital Communications & Transaction Evidence
The client acknowledges and agrees that all digital communications may be used as contractual and legal evidence, including but not limited to:
- WhatsApp messages
- Emails
- Instagram messages
- SMS messages
- Invoices
- Screenshots
- Payment confirmations
- Product listings
- Shared photos and videos
These communications form part of the transaction agreement and item description.
11. Governing Law
This Return & Refund Policy shall be governed exclusively by the laws of Malta.
Any disputes arising from purchases, returns, refunds, or related transactions shall be subject exclusively to the jurisdiction of the Maltese courts.
12. Contact Information
The Refined Luxury
Operated by JMT Holdings LTD
Email: julia@therefinedluxury.com
WhatsApp: +356 99781101