Refund Policy
Last updated: 26 July 2026
This policy explains the refund criteria for points topped up and products won on LUXURY CRANE. It applies together with Article 9 of the Terms of Service.
1. General principles
The Company provides an e-commerce service that sells and hands over physical goods. Points are an in-service means of buying and exchanging products and cannot be converted to cash. As a rule, refunds are returned to the original payment method.
2. Full refunds
We refund the full amount in the following cases: · A duplicate charge, or a payment system error that left points ungranted · You could not use the service normally due to a fault on the Company's side · You request a refund within 7 days of payment without having spent any of the points
3. Partial refunds
If you have spent some of your points, you may request a refund for the value of the points that remain unused. · Bonus points (for example, extra points from a top-up promotion) and points granted by coupon are not refundable. · Costs actually incurred, such as payment gateway fees, may be deducted to the extent permitted by law.
4. What is not refundable
· Points already spent on plays · Products already collected in store · Prizes that expired (more than 14 days after the QR code was issued) · Points forfeited by account deletion — a remaining balance is lost without refund on deletion, so please request a refund before deleting your account · Points or products obtained by fraudulent means
5. Products
· If a collected product is faulty on arrival, contact us within 7 days of pickup with evidence (photos and similar) and we will replace it with the same product or grant equivalent points. · If we cannot hand over a product for reasons on our side, such as stock running out, we will substitute a product of equivalent value or return the points spent on it.
6. How to request and processing time
Send refund requests to luxurycrane.marketing@gmail.com or through the contact page on our website. Including the following helps us process it faster: · The email you signed up with (to identify the account) · The date, time and method of payment · The reason for the request We respond with our assessment within 3 business days of receipt. Once approved, refunds are typically returned within 7–14 business days, depending on the payment provider's schedule.