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I. Return Policy
(I) Return Rights
In accordance with relevant EU consumer protection regulations (such as Directive 2011/83/EU), EU consumers have a 14-day, unconditional return right after purchasing our business bags. Within these 14 days, starting from the date the consumer receives the product, consumers can request a return without stating a reason.
(II) Exceptions
Used business bags that are not resalable: If a business bag has been used and exhibits obvious wear, stains, or damage that would preclude resale, we will not accept unconditional returns. However, if the product exhibits quality issues, we will still process returns according to the quality issue return process.
(III) Return Process
Consumers must contact us within the 14-day return period to initiate a return request by:
Send an email to [email protected] with the subject line "EU Return Request - [Order Number]" and provide the order number, name, contact number, and reason for return (no reason required for unconditional returns).
Visit our website at firmusazd.com, find the "Contact Us" section, fill out the return request form, and submit the relevant information.
After receiving the return request, we will contact the consumer via email or phone within 48 hours to confirm the return request and provide a return address and instructions.
The consumer must return the product to our designated address within 14 days of receiving confirmation. The product must be in its original packaging, with all accessories intact, and unused (except for necessary inspection) to ensure it is not resaleable.
We will inspect the returned product within 7 business days of receipt. If the product meets the return requirements, we will initiate the refund process. If not, we will inform the consumer of the specific reasons by email or phone.
II. Exchange Policy
(I) Exchange Rights
If the business bag you received has quality problems or does not match the order description (such as incorrect color or size), you have the right to exchange it within 30 days of receipt. (II) Exceptions
Products damaged or worn due to improper use by the consumer are not eligible for exchange.
(III) Exchange Process
Consumers must contact us within 30 days using the same method as return requests (email or website form). Please provide a detailed explanation of the reason for the exchange (quality issues require a specific description of the problem; non-conforming products require the correct product information), and provide your order number, name, and contact number.
Once we receive your exchange request, we will contact you within 48 hours to confirm the exchange request and inform you whether you need to return the original product. (If the issue is a quality issue, we will determine whether to return the original product based on the circumstances; if the issue is non-conforming, the original product will generally be returned.) If a return is required, we will provide a return address and instructions.
If the original product needs to be returned, you must return it within 14 days of receiving the confirmation. Once we receive and verify the returned product, we will ship the replacement product within 7 business days. If the original item does not need to be returned, we will ship the replacement item directly to the consumer within 7 business days of confirming the exchange request.
III. Refund Policy
(I) Refund Method
We will refund the consumer's original payment method. For example, if the consumer paid by credit card, the refund will be credited to the original credit card account; if the consumer paid by PayPal, the refund will be credited to the PayPal account.
The refund amount will include the purchase price of the item plus the shipping cost of the consumer's selected, least expensive shipping method (if the consumer selected a more expensive shipping method, the shipping cost exceeding the least expensive method will not be refunded).
(II) Refund Time
For returns without reason and eligible for return, we will complete the refund within 14 days of receiving the returned item. The actual refund time may vary depending on the processing speed of the consumer's payment institution. Generally, credit card refunds may take 3-15 business days to be credited, and PayPal refunds may take 1-7 business days to be credited. If a consumer chooses not to exchange the product due to quality issues or product non-conformity and requests a refund, we will complete the refund within 14 days of confirming the consumer's decision to opt out of the exchange. The same applies to the refund's crediting time.
If, after submitting a return request, we discover during inspection that the product does not meet the return requirements and the consumer disagrees, we will negotiate further with the consumer. If the final agreement is reached, the refund will be processed within 14 days of reaching an agreement.
IV. Other Notes
If consumers have any questions or require further inquiries regarding this return policy, please contact us at any time by emailing [email protected] or visiting the "Contact Us" section on our website, firmusazd.com. Our customer service team will be happy to assist and answer any questions.
This return policy applies only to consumers in the EU who purchase our business bags sold in the EU. For sales outside the EU, we have a separate return policy in accordance with local laws and regulations and our company policies. The Company reserves the right to modify and adjust this Return and Exchange Policy based on changes in EU laws and regulations and the Company's actual operating conditions. If there are any changes, we will promptly publish the updated policy on our website and notify consumers through appropriate means (such as email notification to registered users). Continued purchases of products from the Company after the policy changes are deemed to constitute acceptance of the updated Return and Exchange Policy.
FIRMUSNPVAZD CO., LIMITED