青岛远旭轩商贸有限公司 (hereinafter referred to as "we") strictly adheres to the EU Consumer Rights Directive (2011/83/EU) and relevant laws and regulations of the European Economic Area (EEA), and is committed to providing compliant, transparent, and convenient return and exchange services for consumers in the EU region. This policy applies to all consumers in EU member states and the EEA who purchase our bags through our official website (zonerise.shop), online and offline channels, clearly defining your return and exchange rights, procedures, and related responsibilities.

Please read this policy carefully before purchasing. Purchasing constitutes your understanding and agreement to all contents of this policy. If you have any questions about the return and exchange process, please contact us using the contact information at the end of this policy.

I. Core Return and Exchange Rights

According to relevant EU regulations, you enjoy the following statutory return and exchange rights, which we will strictly protect:

• 14-Day No-Reason Return Right (Cooling-Off Period): For bags purchased online (including remote transactions such as online purchases, telephone orders, and catalog orders), you have the right to apply for a return and refund within 14 calendar days of successful delivery, without providing any reason. If the cooling-off period ends on a non-working day, the deadline will be extended to the next working day.
• Two-Year Product Conformity Guarantee: You are entitled to at least a two-year statutory quality guarantee period from the date you receive the bag. If the product has quality defects (such as functional failure, material problems) or does not match the advertised description, you have the right to request free repair, replacement, or apply for a partial/full refund.

II. Conditions and Exceptions for Returns and Exchanges

(I) Applicable Conditions

• No-reason return: The bag must be unused, intact, and retain the original packaging, tags, and all accessories (such as hardware, dust bags, instructions, etc.), and must not affect resale.
• Returns and exchanges due to quality issues: You need to provide relevant proof of product quality defects (such as clear photos or videos). If the defect appears within one year of receipt, you do not need to prove that the defect existed at the time of delivery; it is assumed that we bear the burden of proof (reverse burden of proof principle). If it exceeds one year but is within the two-year guarantee period, you need to provide evidence to prove that the defect is due to the product's own quality problems (such as material defects, workmanship defects) rather than improper use.

(II) Exceptions (Not Applicable to No-Reason Returns)

According to EU regulations and industry practices, the following situations are not eligible for the 14-day no-reason return policy; returns and exchanges are only permitted if the product has quality issues:

• Used or damaged products: Wear, stains, missing accessories, or damage caused by improper use, not due to quality issues.
• Products purchased in physical stores: Except for products with quality issues, bags purchased directly from physical stores are not eligible for the legally mandated no-reason return policy. Specific rules are subject to the rules provided by the store.

III. Return and Exchange Procedure

(I) Initiating an Application

You can submit a return and exchange application through the following methods:

• Online Application: Log in to your personal account on zonerise.shop, go to "Order Center," select the corresponding order, click "Apply for Return and Exchange," fill in the application information as prompted by the system (reason for return, contact information, shipping address), and upload relevant supporting documents (photos/videos are required for quality issues).
• Email Application: Send your application to our customer service email address hilarioeugenie@gmail.com. The email subject should be “EU Return/Exchange Application + Order Number”, and the body should include your name, order number, purchase date, reason for return/exchange, and contact information. Supporting documents may be attached if necessary.
• Application Timeframe: Returns without a reason must be initiated within the 14-day cooling-off period; returns/exchanges due to quality issues can be initiated at any time within the 2-year warranty period. We recommend contacting us as soon as possible after discovering any issues for more efficient processing.

(II) Application Review and Processing

We will complete the review within 3 business days of receiving your return/exchange application and notify you of the review result via email or SMS:

• Approved: For returns without a reason, we will generate and send a prepaid return label to your registered email address. The label cost will be borne by us (in compliance with EU regulations); for returns/exchanges due to quality issues, we will inform you of the subsequent processing plan (repair, replacement, or refund) based on the actual situation and provide corresponding logistics guidance.
• Application Rejected: If the application does not meet the return/exchange conditions, we will clearly state the reasons for rejection, cite relevant legal provisions, and provide a channel for handling objections.

(III) Return and Acceptance of Goods

• 1. You must return the goods to the designated EU return address within 14 days of receiving the approval notification using the prepaid return label we provide (if you entrust the platform to handle this, you will be informed of the platform's return center information). Please pack the goods properly to avoid damage during the return process.
• 2. After receiving the return, we will complete the goods acceptance within 48 hours, verifying the condition of the goods, the completeness of accessories, and whether it meets the return/exchange conditions.

(IV) Refund/Exchange Execution

• Refund: After acceptance, we will complete the refund within 14 calendar days through your original payment method. The refund amount includes the full price of the goods and the original shipping fee you paid at the time of purchase (applicable to both no-reason returns and returns due to quality issues). If you did not use the prepaid label we provide, you can apply for reimbursement of the return shipping costs you incurred with valid proof.
• Exchanges: If you request an exchange for the same or a different model of bag, we will arrange shipment within 3-5 business days after acceptance, with shipping costs borne by us. If the exchanged product is more expensive than the original, you will need to pay the difference; if the exchanged product is cheaper, we will refund the difference.

IV. Rules for Division of Rights and Responsibilities

(I) Our Responsibilities

• Round-trip shipping costs for returns without reason (including prepaid return label fees);
• Repair, replacement, and refund costs and related logistics costs due to quality issues;
• Liability for damages resulting from failure to inform you of your return and exchange rights as stipulated.

(II) Consumer Responsibilities

• If the original packaging and accessories of the goods are not retained as required, or if the goods are damaged due to improper use, affecting resale, we have the right to refuse returns or require you to bear the corresponding value loss compensation;
• If a no-reason return application is not initiated after the 14-day cooling-off period, or if a quality issue claim is made after the 2-year warranty period, we have the right to refuse to accept the claim, unless otherwise stipulated by laws and regulations;
• If the return and exchange policy is abused (such as repeated returns without justifiable reasons, intentionally damaging goods and falsely claiming quality problems), we have the right to refuse subsequent services and reserve the right to pursue liability.

V. Dispute Resolution and Complaint Channels

If you disagree with our return and exchange processing results, you can communicate and resolve the issue through the following methods:

• 1. Prioritize contacting our customer service team: Send a statement of objection to hilarioeugenie@gmail.com, and we will provide further processing opinions within 5 business days.
• 2. File a complaint with EU regulatory authorities: If the problem is not properly resolved after communication, you have the right to file a complaint with the consumer protection agency or data protection agency of your EU member state, and we will actively cooperate with the regulatory authorities' investigation and processing.