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1. Core Rights and Scope of Application
1.1 Consumer Right of Withdrawal (Cooling-off Period)
In accordance with the EU Consumer Rights Directive (2011/83/EU), you have a 14-day right of withdrawal after receiving your purchase of products such as coin purses, organizers, and passport holders. You may request a return or exchange without stating a reason. This period begins on the date you actually sign for the product (if multiple items are shipped in batches, the date the last item is signed for will be used).
If the Company does not clearly inform you of this right in advance, the withdrawal period will automatically be extended to 12 months.
1.2 Eligibility and Exclusions
Eligible Products: All new, unused, standard-sized coin purses, organizers, and passport holders in their original packaging.
Excluded Products:
Products whose packaging has been opened and show obvious signs of use (such as stains, wear, or missing accessories);
Products damaged due to improper care by the consumer.
2. Return and Exchange Rules
2.1 Returns and Exchanges Due to Quality Issues
If the product has any of the following quality issues, you may request a return or exchange within 14 days of receipt:
Workmanship defects such as detached stitching or cracked fabric;
Damaged hardware or malfunctioning hardware;
The actual product significantly differs from the website description (e.g., incorrect size or material).
In such cases, the company will cover the round-trip shipping costs and provide a free replacement or full refund.
2.2 Unconditional Return and Exchange Requirements
The product must be in new condition, with the original packaging (including tag, dust bag, and instruction manual) intact.
Please submit your request within the withdrawal period; requests received after this date will not be accepted.
Return shipping costs for non-quality issues are the responsibility of the consumer, and the refund amount does not include the original order shipping costs.
2.3 Special Circumstances
Promotional Items: Enjoy the same return and exchange rights as regular-priced items, with no additional restrictions.
Gift Returns: Requests must be initiated by the actual payer, who must provide the original order information.
Lost/Damaged Items: If a package is damaged or missing upon receipt, please refuse delivery immediately and contact Customer Service. We will prioritize reissuing the item.
3. Return and Exchange Procedures
3.1 Request Initiation
Send an email to customer service at [email protected] with the subject line "EU Return and Exchange Request - Order Number XXX."
The email must include: a screenshot of the order, photos/videos of the product problem, delivery address, contact information, and the return or exchange request (refund/exchange).
3.2 Review and Processing
The Company will review your application within 3 business days and provide feedback via email.
After approval:
Exchange Service: We will send a confirmation email with the exchange address and arrange shipping within 48 hours of receiving the returned item.
Refund Service: Upon receipt and satisfactory inspection of the item, a refund will be made to the original payment method within 7 business days (the specific time of arrival is subject to the payment institution's regulations).
3.3 Logistics and Receipts
Please use a trackable logistics channel for returns and retain the logistics tracking number.
When returning, please include a slip of paper with the order number and contact person to avoid delays.
4. Refunds and Dispute Resolution
4.1 Refund Methods
All refunds will be made via the original payment method. If your payment account has been closed, please indicate this when requesting, and Customer Service will assist in processing the refund. 4.2 Dispute Resolution
If you have any objections to a return or exchange, you may first negotiate with customer service.
If negotiation fails, you may submit the matter to the European Commission's Online Dispute Resolution Center or file a lawsuit in the court with jurisdiction over the place where the goods were delivered.
5. Other Notices
This policy strictly complies with the EU's E-Commerce Directive (2000/31/EC) and relevant member state regulations.
Customer service email hours: Monday to Friday, 9:00 AM - 6:00 PM (Central European Time), including holidays.
The Company reserves the right to adjust this policy consistent with EU regulations, and any changes will be announced on its website.