This return policy is formulated in accordance with relevant EU consumer protection regulations, and is intended to clarify the return and exchange rights and related operating procedures that you, as a consumer, enjoy after purchasing our products, in order to protect your legitimate rights and interests. Regardless of the channel (online website, mobile application or offline store) through which you purchase our products, as long as you are an EU resident, this policy applies.
Return and exchange rights and deadlines
Right to return without reason: According to EU law, you have the right to return the goods without reason within 14 days from the date of receipt of the goods. The return period starts from the day after you actually receive the goods. For example, if you receive the goods on May 1, the return period ends on May 15 (including May 15). This right applies to most products, but some special products are excluded (see the "Products Not Applicable for Return and Exchange" section below).
Exchange rights: Also within 14 days of receiving the goods, if you need to change the size, color, etc. of the goods (provided that we have stock available for replacement), you have the right to apply for an exchange. The processing time for exchange applications is synchronized with the return process, and we will arrange the shipment of new products for you as soon as possible.
Return and Exchange Conditions
Product Status: The returned or exchanged products must be brand new, unused, unwashed, undamaged, and all original packaging, labels, and accessories are intact. If the product is damaged by human factors, has signs of use, or has incomplete packaging, it may affect your return and exchange application.
Provide proof: You need to provide valid proof of purchase, such as order confirmation email, invoice, etc., to prove the source and time of purchase of the product. The proof of purchase should clearly show key content such as product information, purchase amount, and purchase date.
Products Not Applicable for Return and Exchange
Products that have been unpacked and affect secondary sales: If you have unpacked the package and the product itself has no quality problems, the no-reason return and exchange policy is not applicable. Because the value and marketability of the product have been affected after unpacking. However, if the product has quality defects, you can apply for return and exchange within the specified period.
Return and Exchange Process
Return Process
Apply for a return: You can apply for a return by visiting our website, logging into your account, finding the corresponding order in "My Orders", clicking the "Apply for Return" button, and filling in the reason for return, return product information, etc. according to the system prompts; or contact our customer service team (customer service email: [email protected]) to explain your return intention and order information to the customer service staff.
Obtain a return authorization: After receiving your return application, we will review it within 48 hours. If the application meets the return conditions, we will send you a return authorization, including the return address, return label (provided in some cases), and other information. If your return application does not meet the conditions, we will also communicate with you in a timely manner to explain the reason.
Return the goods: After obtaining the return authorization, you should return the goods to the return address we provide within 7 days. Please be sure to use appropriate packaging materials to ensure that the goods are not damaged during transportation. If you use the return label we provide, just stick the label on the outside of the package; if no return label is provided, you need to bear the return shipping fee and choose a traceable logistics method to send the goods back so that you can check the logistics status.
Refund processing: After we receive the returned goods and inspect them, we will confirm that the goods meet the return conditions and process the refund for you within 2 working days. The refund will be returned in the original way according to your original payment method. If you pay by credit card, it will be returned to your credit card account. If you use a third-party payment platform (such as PayPal), it will be returned to the corresponding platform account. The time for the refund to arrive may vary depending on the processing speed of the payment institution, and it will generally arrive within 3-15 working days.
Exchange process
Apply for exchange: You can apply for exchange through the same channel as the return application (website account or customer service team), indicating the size, color and other information of the product you need to replace and the original order number.
Inventory confirmation and delivery: After receiving the exchange application, we will first confirm whether the product you need to replace is in stock. If there is stock, we will arrange the shipment for you and generate a new logistics order number for you to track the logistics information. If the required product is out of stock, we will communicate with you to negotiate a solution, such as waiting for restocking, choosing other styles or processing returns and refunds.
Return the original product (some cases): In some cases, if we ship the new product to you first, you need to send the original product back to the designated address within 7 days after receiving the new product. The return requirements of the original product are the same as those of the returned product, and the product and packaging must be kept intact. If the original product is not returned within the specified time, we may deduct the corresponding product amount from your account.
Return shipping cost
General situation: In the case of unexplained return, the return shipping cost is usually borne by you. However, if we clearly promise to bear the return shipping cost during the sales process, or if you return the product due to our reasons (such as sending the wrong product, product quality problems, etc.), we will bear the return shipping cost. For returns due to quality problems, you do not need to pay the shipping cost in advance, you can choose to send the product back on delivery, and we will pay the shipping cost to the logistics company after receiving the product.
Quality Problem Handling
Quality Problem Definition: If the product is damaged or the material is inconsistent under normal use, it is a quality problem. For example, the zipper of the bag is damaged after a few normal uses, and the fabric is severely faded. However, if it is caused by your improper use (such as overloading causing the bag to break, contact with corrosive substances causing material damage, etc.), it does not fall into the category of quality problems.
Handling method: If you find that the purchased product has quality problems, you can contact us within 14 days from the date of receipt of the product. We will provide you with the following solutions:
Replacement of goods: If there is stock, we will replace it with a new product for free and bear the round-trip shipping costs of the replacement product. The warranty period of the new product will be recalculated from the date you receive the replacement product.
Refund: If you do not want to replace the product, or we cannot provide you with an effective replacement service, we will refund you in full, including the product price and the original shipping fee (if any). The refund method is consistent with the return refund process, and the refund will be completed within 2 working days after confirming the quality problem of the product.
Policy Changes and Notifications
We may change this return policy based on changes in EU laws and regulations, company business adjustments, etc. The changed policy will be published on our website and notified to you in an appropriate manner, such as sending an email to your registered email address. If the policy change involves major content adjustments, such as return and exchange period, cost-bearing method, etc., for products purchased before the change but not yet completed the return and exchange process, we will follow the original policy; for consumers who purchase products after the change, the new return policy will apply. It is recommended that you check this policy regularly to understand the latest return and exchange regulations.