1. Scope of application
This policy applies to all consumers who purchase goods in the EU (including online and physical stores) and is protected by the EU Consumer Rights Directive (2011/83/EU).
Only for individual consumers (B2C), not applicable to corporate customers (B2B).
2. Legal return period (cooling-off period)
14-day unconditional return: Consumers have the right to return goods without reason within 14 natural days from the date of receipt of the goods, without stating the reason.
3. Return process
Notify the merchant: Consumers must notify the return intention in writing (such as email) or through the return form provided by the merchant within 14 days.
Return period: The goods must be returned within 14 days after notification (the specific time may vary from country to country).
Product status: The goods must be kept in their original condition, unused, with intact labels and complete accessories.
4. Refund rules
Refund time: The merchant must complete the refund within 14 days after receiving the return.
Refund method: Return to the original payment path unless the consumer agrees to other methods.
Deductible expenses: Merchants can deduct the cost of product depreciation caused by consumer use, or the non-cheapest logistics costs selected by consumers.
5. Shipping costs
Return without reason: Shipping costs are generally borne by consumers, unless the merchant explicitly promises free returns.
Product problems: If the product is defective, does not match the description, or the wrong product is sent, the merchant must bear all return and exchange costs.
6. Merchant obligations
The return policy must be clearly stated at the time of sale (such as website, receipt, etc.).
Provide a standard return application form template (downloadable on the EU official website).
No return handling fee shall be charged (unless the product depreciates).
7. Notes
Digital content: If the consumer does not explicitly agree to waive the cooling-off period before downloading, the subscription can still be cancelled within 14 days.
Gift returns: The recipient can exercise the right to return the gift with the purchase receipt.