Returns & Refunds
Return and Exchange Policy
This return and exchange policy (the “Policy”) strictly adheres to the EU Consumer Rights Directive (2011/83/EU), its amendment Directive (EU) 2023/2673, and relevant consumer rights regulations of each EU member state. It clearly defines the standards, procedures, and exceptions for return and exchange services provided by DENIM TRADE LTD INC (“we”) to consumers within the EU. This Policy applies to consumers within the EU who purchase our cup products through our official website (tradeindenim.com), business email (business@tradeindenim.com), and other legitimate channels.
I. Right to Return Without Reason (Cooling-Off Period)
1. Return Period:
Consumers within the EU have a 14-calendar-day right to return the purchased cup products without reason (cooling-off period) from the date of receipt, without needing to provide any reason for return. If the cooling-off period expires on a non-working day, the period will be extended to the next working day.
2. Exceptions:
The no-reason return policy does not apply in the following situations, and we reserve the right to refuse related return applications: Products that have been opened and affect resale: such as damaged packaging, missing labels, used products (including water injection, scratches, etc.), or stains or damage not caused by transportation.
3. Information Disclosure Responsibility:
If we fail to clearly and prominently inform consumers of the no-reason return policy and related terms before the transaction, the aforementioned cooling-off period will be automatically extended to 12 months.
II. Returns and Exchanges for Quality Issues (Statutory Warranty)
1. Warranty Period:
All cup products sold within the EU are entitled to a statutory 2-year free warranty period, calculated from the date the consumer receives the product. Where some member states stipulate longer warranty periods, local regulations shall prevail.
2. Warranty Scope:
During the warranty period, if the product experiences quality problems not caused by human factors (such as cracked cup body, leakage, coating peeling, damaged accessories, etc., and the product is inconsistent with our description), the consumer has the right to request free repair, replacement with the same model, or a full refund.
3. Burden of Proof:
For the first 12 months of the warranty period, the burden of proof for product quality issues rests with us; after 12 months, the consumer needs to provide preliminary evidence (such as product photos, test reports, etc.) to prove that the problem was not caused by improper human use.
III. Return and Exchange Application Process
1. Application Initiation:
Consumers must submit a return and exchange application within the above-mentioned return and exchange period through the following methods, and provide relevant information such as order number, product photos, and receipt:
- Business Email: business@tradeindenim.com;
- Official Website: Contact customer service through the online consultation function of tradeindenim.com to submit an application.
2. Review Response:
We will complete the review within 3 business days of receiving the application. The review result will be communicated to the consumer via the contact information provided. Upon approval, a detailed return address, logistics instructions, and a Return Authorization Number (RA) will be provided.
3. Product Return:
Consumers must return the product meeting the return/exchange conditions, along with its original packaging, accessories, and invoice (if any), within 7 business days of approval. The Return Authorization Number should be clearly marked on the outside of the package. Trackable logistics is recommended for returns; consumers must retain the tracking number for verification.
4. Acceptance Processing:
Upon receiving the returned goods, we will complete the acceptance process within 5 business days. If the return/exchange conditions are met:
- No-reason return: A refund process will be initiated;
- Quality issues: Repair, replacement, or refund will be arranged according to the consumer's needs.
IV. Cost Responsibility and Refund Timeframe
1. Shipping Costs:
- No-reason Returns: The consumer shall bear the shipping costs of the returned goods, but we shall not charge any unreasonable additional fees or handling charges;
- Returns/Exchanges Due to Quality Issues: We shall bear all round-trip shipping costs. Consumers may apply for reimbursement of shipping costs by presenting the shipping receipt.
2. Refund Timeframe:
After confirming that the returned goods meet the conditions, we will complete the refund within 14 working days through the consumer's original payment method, ensuring a full refund of the price of the goods and the original shipping costs (in the case of quality issues).
3. Refund Restrictions:
If the returned goods have obvious man-made damage, missing parts, or conditions affecting resale, we have the right to deduct the corresponding depreciation costs based on the degree of damage before issuing a refund, or to refuse the refund altogether.
V. Special Instructions for Returns and Exchanges
1. Customs Clearance Notice:
If consumers need to return goods to a warehouse outside the EU, they must comply with the customs clearance regulations of the relevant country or region. We will provide the necessary customs clearance documents (such as commercial invoices, return certificates, etc.), but we will not bear the customs duties and taxes incurred during the customs clearance process (except for quality issues).
2. Logistics Recommendations:
For cross-border returns, we recommend choosing a logistics service provider that supports "Delivered Duty Unpaid (DDU)" terms to avoid delays or detention of packages due to customs clearance issues.
VI. Policy Updates and Complaint Channels
1. Policy Updates:
We may update this policy based on revisions to relevant EU regulations or business adjustments. The updated policy will be published in a prominent position on our official website (tradeindenim.com) and marked with the "Last Updated Date". If the update involves changes to core consumer rights, we will notify you separately via business email or the contact information provided by the consumer.
2. Complaint Handling:
If consumers are not satisfied with the return or exchange process, they may first try to resolve the issue by contacting us through the contact information listed in this policy. If the negotiation fails, they have the right to submit a complaint to the consumer protection agency (such as the Data Protection Authority, DPA) in their EU member state or the EU Online Consumer Dispute Resolution Platform (ODR).
