Refund Policy & Delivery Policy

Welcome to Mauolah Muse (a division of Loofah Light Ceramics Company Limited, hereinafter referred to as "the Company"). To protect your rights, please read the following terms and conditions carefully before placing an order. By completing your payment, you acknowledge that you fully understand and agree to be bound by all the terms outlined below.

1. Ordering & Cancellation Policy

Order Confirmation: Once payment is successfully completed, the order is considered final. Due to the uniqueness and scarcity of each artwork (especially handmade items), we do not accept exchanges or refunds for personal reasons (e.g., color discrepancy, unmet expectations, change of mind).

Pre-orders: Pre-ordered items are also subject to the above terms. Orders cannot be canceled or refunded after confirmation.

Order Failure & Refunds: If your ordered item is out of stock or found to be severely damaged before shipment, rendering the order unfulfillable, the Company will proactively contact you and process a full refund.

2. Pickup & Delivery Policy

Customers can choose to receive their purchased items via the following methods:

A. In-Store Pickup (Recommended)

Whether you are picking up the item yourself or on behalf of someone else, please present the relevant order receipt (digital version displayed) and sign for confirmation upon collection.

Store Information:

Business Hours: Monday to Sunday, 12:00 PM – 7:00 PM

Address: H211, Block B, PMQ, 35 Aberdeen Street, Central, Hong Kong

Bad Weather Arrangement: The store will be temporarily closed during the hoisting of Tropical Cyclone Warning Signal No. 8 or above, or during the effective period of "Extreme Weather Conditions." Please check the weather forecast.

Pickup Deadline: Please pick up your order from the store within 30 days of purchase. If you need to pick up after this period, please notify us in advance. Orders not collected after the deadline may be disposed of at our discretion. We apologize for any inconvenience caused.

B. Courier Delivery

Shipping Method: Products will be delivered via designated courier companies or alternative methods arranged based on the item's specific characteristics.

Shipping Fees & Free Shipping:

- For all other orders, free delivery is available for single transactions over HKD1,000
- Shipping fees within Hong Kong generally range from HKD $50 to $100 (depending on the parcel's size and weight).

*Additional delivery fee will be required subject to the destination and order weight.

Dispatch Time:

In-stock items: Will be dispatched within 72 hours after successful payment (excluding public holidays and store holidays).

Pre-order items: Will be dispatched within a specified timeframe (please contact customer service for details).

Tracking & Contact: After the item is shipped, we will notify you via email and provide a tracking number. Customers can track the shipment status directly with the courier company. For specific delivery time requests, please contact the courier company directly after the item has been shipped to make necessary arrangements.

Insurance & Risk Liability:

Shipping does not include any insurance. If you require insurance, please contact us to arrange shipment via a designated courier (at your own expense) or purchase insurance yourself.

The Company's liability for the goods ceases upon handover to the courier and confirmation of the shipping order. All subsequent risks during transit shall be borne by the customer and the courier company. The Company is not responsible for any loss or damage occurring during transit.

3. Receipt Inspection & Damage Handling

A. Immediate Inspection (Strongly Recommended)

To avoid unnecessary disputes, please adhere to the following upon receiving your goods:

In-Store Pickup: Please inspect the item(s) on the spot for condition and quantity. If you notice any obvious damage before signing, or if the item does not match your order, you have the right to reject it immediately or report to us right away. We will assist you in canceling the transaction and processing a refund.

Courier Delivery: Before signing for the package, please check the outer packaging for any obvious damage. If abnormalities are found, we recommend taking photos as evidence and considering rejection.

B. Responsibility After Signing & Claims

To ensure the item is new and in perfect condition, once you have left the store (for pickups) or signed for the delivery (for courier), you are deemed to have accepted the item in perfect condition. The Company assumes no responsibility for returns or exchanges after this point.

24-Hour Reporting for Claims: If you choose courier delivery and discover damage to the item after signing, you must photograph the damage and retain all packaging materials within 24 hours of receipt, and contact us immediately. We will assist you in following up on the claims process with the courier company. However, the Company does not guarantee the outcome of the claim and is not liable for any risks during transit. Late reporting may affect your claim rights.

4. Return/Exchange Policy (Applicable Only for Issues Found Before Shipment/Signing)

The Company only accepts applications for returns or exchanges based on severe damage discovered before shipment, or obvious damage discovered on the spot during in-store pickup / before signing for courier delivery.

To apply, you must report the issue immediately (for store pickup) or contact us via customer service email within 24 hours of receipt, providing your order number and photos of the damage. Applications submitted after this period will not be processed.

Please note that returns/exchanges cannot be accepted under the following circumstances:

-Application submitted beyond the specified deadline.

-The item has been used, opened, or is not in brand-new condition.

-The packaging is incomplete (must include the original packaging, accessories, and all related components).

-Damage caused by human error, improper use, or natural wear and tear.

5. Special Notes on Handicrafts

Some of the products sold by the Company are handmade. The unique charm of handicrafts lies in the subtle variations in texture, glaze color, layering, and size; each piece is one-of-a-kind. These naturally occurring characteristics are not considered defects. Therefore, we do not accept returns or exchanges based on these "non-mass-production standardization" differences.

6. Refund Method

If you meet the refund conditions outlined above (e.g., order failure, or on-the-spot rejection at the store), the payment will be refunded to the original payment method. The specific crediting time depends on the processing procedures of your bank or payment platform.

7. Language Version

The English version of this policy is provided for reference only. In the event of any inconsistency or discrepancy of interpretation between the English version and the Chinese version, the Chinese version shall prevail.

8. Right of Final Interpretation

The Company reserves the right to modify or change this policy at any time without prior notice. In case of any disputes, Loofah Light Ceramics Limited (Mauolah Muse) reserves the right of final decision.

Customer Service Contact:

If you have any questions, please contact us via email:

mauolah.muse@loofahlightceramics.com