To protect the legitimate rights and interests of consumers, standardize the platform’s return and exchange process, and create a fair and transparent trading environment, [Brand Name] (hereinafter referred to as “we”) hereby formulates this Refund and Exchange Policy Statement in accordance with relevant laws, regulations and industry practices. This statement clarifies the specific rules and requirements for returns and exchanges, and we kindly ask all consumers to take note of it.
I. Provisions on Return and Exchange Period
In accordance with the requirements of EU law, we strictly guarantee consumers the right to return or exchange goods within at least 14 days. Meanwhile, to further enhance the consumer shopping experience, after comprehensive evaluation, we extend the return and exchange period to 30 days. This period shall be calculated from the date when the consumer actually receives the goods. Consumers must submit a return or exchange application and send the goods back within this period; otherwise, the application will no longer be accepted.
Extending the return and exchange period not only provides consumers with more sufficient time for consideration and reduces the pressure of immediate returns, but also allows consumers to develop a stronger sense of identification with the goods during the period of holding them, thereby reducing unnecessary return and exchange behaviors. At the same time, a 30-day period can also effectively prevent us from receiving old goods that have been stored for a long time and are difficult to resell, achieving a win-win situation for both consumers and us.
II. Methods of Bearing Return and Exchange Costs
The bearing of return and exchange costs is one of the core issues concerned by consumers. We will clarify the cost – bearer according to different situations to balance the costs and needs of both parties:
- Free return and exchange situation: To reward consumers’ support and increase their willingness to repurchase, we provide free return and exchange services for eligible returns and exchanges. When consumers meet the return and exchange scope and requirements specified in this statement, they can enjoy free return and exchange services, and the relevant shipping costs shall be borne by us. We ensure the sustainability of free return and exchange services through a shipping solution that negotiates pre – negotiated rates with logistics service providers. According to the 2023 survey data, providing free returns and exchanges can significantly increase the frequency of consumers’ orders, and we also look forward to bringing a better shopping experience to consumers through this service.
- Paid return and exchange situation: If a consumer’s return or exchange application goes beyond the scope specified in this statement, or the consumer insists on returning the goods (rather than choosing to exchange them) due to personal reasons (such as no product quality problem and no justifiable reason), the consumer shall bear the logistics costs incurred by the return and exchange by themselves, and also bear the cost of restocking the goods (i.e., restocking fees). In addition, if the consumer prefers to exchange the goods first, we will provide a free goods exchange service, and the consumer does not need to bear additional costs.
III. Definition of Return and Exchange Scope
To prevent consumers from having misunderstandings about the scope of returns and exchanges, we clearly define the following goods that are not eligible for return or exchange based on the characteristics of the goods, and also specify the prerequisites for goods that are eligible for return or exchange:
(I) Categories of Goods Not Eligible for Return or Exchange
- Perishable goods with a short shelf life, such as fresh fruits, vegetables, meat, dairy products, etc.;
- Opened hygiene – sensitive goods, such as skin care products, cosmetics, toiletries, etc.;
- Goods with broken sealed packaging, such as sealed food, health products, electronic product accessories, etc.;
- Goods customized according to consumers’ personal specifications, such as customized furniture, customized clothing, engraved jewelry, etc.;
- Goods purchased by enterprises (based on business – to – business contracts);
- Activated service – type products, such as travel bookings, various subscription services, etc.;
- Digital products, such as electronic media, online courses, gift cards, etc.
(II) Prerequisites for Goods Eligible for Return or Exchange
Goods for which consumers apply for return or exchange must meet the following conditions:
- The goods shall remain unused, with intact packaging, no damage, stains, etc., and must be the original packaging of the goods;
- Complete purchase certificates, such as shopping invoices, order screenshots, etc., must be provided;
- Relevant accessories and gifts of the goods must be returned together without any loss.
We will publicly display the above – mentioned return and exchange scope and conditions through multiple channels, including attaching a link to this statement in the corporate email signature, displaying it in a prominent position on the official website and return and exchange portal, marking relevant rules on the product detail page, and if necessary, printing key terms on the physical packaging of the goods, so as to ensure that consumers can quickly understand them without additional searching.
IV. Simplifying the Return and Exchange Process
To solve the problem that consumers generally consider the return and exchange process cumbersome, we are committed to creating a return and exchange process as smooth as the shopping experience. The specific measures are as follows:
- Enclosing a prepaid return label with the package: Consumers will receive a prepaid return label together with the package when they receive the goods. When they meet the conditions for free return and exchange, they do not need to contact the logistics by themselves or pay the courier fee, which simplifies the preliminary preparation steps for return.
- Providing clear process instructions: Detailed instructions on the specific operation process of return and exchange, including the application method, return address, precautions, etc., will be provided inside the package, on the back of the product invoice or on a separate leaflet, so as to avoid the trouble that consumers have to search for the process online first.
- Using professional return and exchange solutions: We have introduced professional return and exchange systems such as Sendcloud Returns Portal. Consumers only need to enter the order number, zip code and house number to quickly complete the registration of the return and exchange application, which greatly shortens the application time and improves the process efficiency.
If consumers encounter problems during the return and exchange process, they can contact our customer service team at any time. We will wholeheartedly provide assistance to ensure that their legitimate rights and interests are protected.
This Return and Exchange Policy Statement shall take effect from the date of issuance. [Brand Name] reserves the right to adjust the content of this statement according to the actual situation. If there are any changes, we will promptly announce them through official channels, and we ask consumers to pay attention to the latest information.
UNIQUEMAC
Sep.30, 2025
