Buyer Protection – Source

Source.Luxxri is a sourcing agent — we buy the item you chose from a third-party seller on Taobao, Tmall, or 1688, then ship it to you. Buyer Protection covers what's ours to control: that we shipped the right item, that your full order arrived, and that we investigate when a package goes missing. It doesn't cover things we can't control — like the quality of a seller's product. We're upfront about both sides so you know exactly where you stand.

How buying through a sourcing agent works

This section matters, because it changes what Buyer Protection can and can't do.

When you place an order, you choose the seller and the product listing — we buy that exact item on your behalf. We're not the manufacturer, we're not the seller, and we don't set the product's quality, sizing, or design. Our job runs from the moment the item reaches our warehouse: we visually check it against the listing, confirm the right product arrived, pack it, and ship it to you.

That's what Buyer Protection covers — the parts we control.

What's protected

✅ You received the wrong item

Every item that arrives at our warehouse goes through a visual check against your product listing — we compare the item to the listing photos to confirm the right product was sent. If we somehow miss it and the wrong item still reaches you, that's on us. Report it within 7 days of delivery with clear photos and we'll arrange a refund or replacement.

✅ Your order is missing items

If you ordered multiple items and one is missing when you receive your package, that's on us — we confirm every item is included before we pack and ship. Report it within 7 days of delivery with photos of the package contents and we'll resolve it.

✅ Damage caused during our handling or packing

If we damaged your item while checking it in, packing it, or preparing it for shipping, that's on us. Report it within 7 days of delivery with photos of the item and packaging.

Note: damage caused by the international carrier during shipping is different — see below.

✅ Package lost in transit

If tracking shows your package was lost on the way to you, contact us and we'll open an investigation with the carrier. Resolution depends on the carrier's finding and the shipping method you chose at Phase 2 — express services usually offer stronger recovery options than economy. We'll walk you through what's available.

✅ Secure payments

Every payment is processed through secure, encrypted, PCI-compliant providers. Your card details are never stored on our servers.

Package damage in transit — the honest answer

If your package arrives damaged from the international carrier (not from our handling), this is a carrier issue, not a Source.Luxxri quality issue. Here's how we handle it:

Report it within 7 days of delivery with clear photos of the outer package and the damaged item.
We'll open a damage claim with the carrier on your behalf.
Resolution depends on the carrier's investigation and whether the shipping method you chose includes insurance coverage. Express carriers (DHL, FedEx, UPS) typically offer better damage protection than economy postal options.

We can't guarantee a full refund on carrier-damaged shipments because it's not within our control — but we will actively pursue it with the carrier and update you on progress.

What Buyer Protection does not cover

Because we buy from third-party sellers you choose, the following are not covered — and this is the standard arrangement for sourcing-agent services worldwide:

Product quality, durability, or design. We confirm the correct item was shipped and it wasn't damaged in our handling — but the inherent quality of a third-party seller's product is the seller's, not ours. Vetting the seller is the buyer's responsibility. Please review seller ratings, reviews, listing photos, and product details before ordering.
Items that match the listing but didn't meet personal expectations — a colour shade that looks different in daylight, a fabric feel that's not what you imagined, a fit that's tighter than you expected. If it matches what you ordered, it's not eligible for refund or replacement.
Sizing mistakes when the item matches the seller's stated measurements. Please use our Size Conversion Guide and check each listing's measurements before ordering — Chinese sizing often runs smaller.
Material or workmanship issues inherent to the seller's product (loose stitching, thin fabric, weak stitching, low-grade materials). These are the seller's manufacturing choices, not ours.
Buyer's-remorse cancellations after we've already purchased the item from the seller (see cancellation window below).
Customs delays or charges imposed by your destination country. See our Customs, Duties & Taxes Guide.
Delays caused by the seller shipping late to our warehouse, or by international carriers, customs, or local postal services.

A few minutes of due diligence on the seller before ordering — checking their ratings, recent reviews, and listing photos — prevents the vast majority of quality issues.

Cancellations

Within 12 hours of ordering, and before we've purchased the item from the seller: cancel for a full refund of your item cost and our service fee. Nothing lost.
After 12 hours, or once we've purchased the item from the seller (whichever comes first): the item cost is non-refundable — we've already paid the seller on your behalf. Our service fee is also non-refundable at this stage, as the sourcing work has been done.

To request a cancellation, contact us through chat or our contact form with your order number as soon as possible — the earlier you reach us, the more likely we can catch the order before purchase. See our Return & Refund Policy for full details.

How to make a claim

Reach us through our chat or contact form within 7 days of delivery.
Include your order number.
Attach clear photos — of the item, the packaging, and (for wrong or missing items) the listing you ordered from.
Tell us what you'd like — refund or replacement.

Our team reviews every claim fairly. We aim to respond within one business day (Monday–Friday, 9:00 AM – 5:00 PM CST). Approved refunds are issued to your original payment method.

Our commitment

We can't control what a third-party seller manufactures or the quality of their product — but we can promise to visually check every order against the listing you provided, to confirm nothing is missing before shipping, to pack with care, and to actively pursue carrier issues on your behalf when they happen.

That's the honest scope of Buyer Protection. It's narrower than a conventional online store's — and it's the right shape for a sourcing agent, where you (not us) choose the seller.

Questions? Contact us — we're happy to walk you through anything before you order.

Buyer Protection works alongside our Return & Refund Policy and Terms & Conditions.