1. Scope of application
This policy applies to the sale of bag products by SOLIS HORIZON LTD (hereinafter referred to as "our company") to EU consumers, covering purchases made through the official website (solishorizon.com) and other sales channels within the EU. It is formulated in accordance with the EU Consumer Rights Directive and relevant laws and regulations of each member state, aiming to protect consumers' legitimate rights to return and exchange products and standardize our return and exchange process.
2. Right of return (cooling-off period)
2.1 Cooling-off period duration
EU consumers enjoy a statutory cooling-off period after purchasing our bag products. For bags purchased through remote channels such as the official website (solishorizon.com), the cooling-off period is 14 days from the date of receipt of the bag.
2.2 Return conditions
During the cooling-off period, consumers can return the goods unconditionally without giving reasons. The returned bag must be in good condition, that is, the bag itself has no damage or stains, the hardware accessories have no scratches or damage, the original packaging (including dust bags, tags, instructions, etc.) and accessories are complete, and it has not been overused (except for normal inspection and trial). If the bag is damaged (such as scratches, deformation, hardware damage, etc.) or affects the secondary sale due to the consumer's reasons, our company has the right to deduct the corresponding value loss fee. The specific deduction standard will be clearly stated to the consumer after receiving the returned bag and evaluating it.
3. Exchange policy
3.1 Exchange situation
When the bag has quality problems (such as detached stitches, loose or damaged hardware, cracked leather, etc.), does not match the description on the official website or order (such as differences in style, color, material), or the size does not meet the consumer's requirements, the consumer has the right to request a replacement of the same model and specification within 14 days after receiving the bag. If the same model bag has been discontinued or out of stock, the consumer can choose to replace it with another model bag (refund the difference if the excess is less) or choose to return it.
3.2 Exchange Request
When consumers apply for exchange, they need to provide proof of purchase (such as invoice, official website order number, etc.), and explain in detail the problem with the bag, and provide relevant photos or videos if necessary. After receiving the exchange application and bag, our company will inspect the bag within 3 working days. If it is confirmed that it meets the exchange conditions, it should be replaced for the consumer within 14 days.
4. Return and Exchange Process
4.1 Application Process
Consumers can apply for return and exchange in the following ways:
Online submission: Log in to the official website (solishorizon.com), enter "My Order", find the corresponding order and click "Apply for Return and Exchange", fill in the relevant information (including order number, bag information, return and exchange reason, etc.);
Email application: Send a return and exchange application to our customer service email ([email protected]), indicating the order number, contact information and return and exchange reason;
4.2 Return of goods
After the consumer obtains our confirmation of return and exchange, he/she should return the bag within the cooling-off period or the period agreed by both parties. The return address will be notified to the consumer in the confirmation email or communication. In terms of return costs, unconditional returns during the cooling-off period are generally borne by the consumer; returns and exchanges caused by our company due to bag quality problems, discrepancies with descriptions, etc., will be borne by our company. Consumers can provide our company with the courier number and fee voucher after returning, and our company will reimburse them.
4.3 Refund and processing
After receiving the returned bag and confirming that it meets the return and exchange conditions, our company will complete the refund within 14 days. The refund method is the same as the consumer's original payment method (such as credit card, PayPal, etc.). If the refund cannot be made through the original method, we will negotiate with the consumer for other appropriate refund methods without charging any additional fees. For exchange, our company will arrange the delivery of the new bag as soon as possible after confirming the bag problem. The delivery time refers to the delivery time of normal orders (usually 3-7 working days).
5. Exceptions to special products
The following bag products of our company are not subject to the above-mentioned no-reason return and exchange policy:
Bags that have been used and have obvious wear and damage (not caused by quality problems).
6. Corporate Responsibilities and Consumer Obligations
6.1 Corporate Responsibilities
Inform consumers of this Return and Exchange Policy in a clear and understandable manner on the official website (solishorizon.com) and in prominent locations in offline stores, including the cooling-off period, return and exchange conditions, procedures, and cost-bearing information;
Process consumers' return and exchange applications in a timely manner, and do not delay or reject eligible applications without reason;
Ensure the timeliness and accuracy of refunds or exchanges, and protect the legitimate rights and interests of consumers;
Properly handle the returned bags. If they meet the conditions for secondary sales, they will be put back on the shelves after strict quality inspection and cleaning; if they do not meet the conditions, they will be handled in accordance with regulations (such as donation, recycling, etc.).
6.2 Consumer Obligations
Comply with the provisions of this Return and Exchange Policy and submit a return and exchange application within the statutory or agreed period;
Properly keep the purchased bags and related accessories to avoid damage caused by your own reasons;
Provide necessary information and certificates as required by our company and cooperate in completing the return and exchange process.
7. Dispute Resolution
If a consumer has a dispute with our company regarding returns and exchanges, it can be resolved through the following channels:
Consult with our customer service (through the official website online customer service or email [email protected]) to seek a solution acceptable to both parties;
Complain to the consumer association or relevant regulatory agency of the EU member state where our company is located or the consumer is located, and they will intervene in mediation;
According to relevant laws and regulations, file a lawsuit with the court with jurisdiction and resolve it through judicial channels.
8. Supplementary Provisions
This policy will be adjusted according to the updates of relevant laws and regulations of the EU and its member states. After the adjustment, consumers will be notified through announcements on the official website (solishorizon.com), emails, etc., and the updated content will take effect from the date of publication. If you have any questions, please contact our customer service email ([email protected]) for consultation.