Return Policy
I. Scope of application
Region:
Applicable to transactions within the 27 EU member states and the European Economic Area (EEA).
Applicable objects:
Online shopping (including cross-border transactions).
II. Core Policy Content
1. Return Policy
No Reason Return:
Consumers have the right to return goods without reason within 14 days after receiving the product, without needing to provide an explanation.
The return period starts from the day the goods are delivered to the consumer.
Return Conditions:
The product must remain in its original condition, unused.
An original invoice or order proof must be provided.
2. Exchange Policy
Exchange Rights:
If the product is defective or does not match the description, consumers can prioritize requesting a free exchange (the seller must cover shipping costs).
No reason exchanges require seller's consent, and some merchants may only offer refunds.
Time Limit:
Exchange applications generally need to be submitted within 14 days.
3. Refund Policy
Refund Time Limit:
Sellers must complete refunds within 14 days after receiving the returned product.
The refund amount must include the price paid for the product and standard shipping costs (return shipping costs may be borne by the consumer).
Payment Method:Refunds must be returned through the original payment method (such as credit card, PayPal), unless the consumer explicitly agrees to another method.
III. Return and Exchange Process
1.Contacting the Seller:
Submit a return or exchange request through the e-commerce platform or the seller's official website.
You need to provide the order number, reason for the return, and photographic evidence (such as product damage).
2.Returning the Product:
Keep the tracking number as proof.
3.Seller Acceptance:
Once the product is accepted, the seller will initiate the refund or exchange process.
4.Dispute Resolution:
If the seller refuses a reasonable return or exchange, a complaint can be filed with the European Consumer Centre.
IV. Consumer Warning
Time Frame:
The 14-day return period is the minimum standard.
Shipping Costs:
For returns without reason, shipping costs may be borne by the consumer, unless the seller explicitly promises free returns.
Legal Basis:
This mainly refers to the EU Consumer Rights Directive (2011/83/EU), with additional regulations possibly existing in various countries (for example, France requires the labeling of 'statutory return period').
V. Seller's Obligations
Information Transparency:
The return and exchange policy must be clearly posted on the official website.
Prohibited Clauses:
No requirement for returned goods to be 'brand new' (reasonable inspection is allowed).
No return handling fees may be charged (unless the consumer damages the product).