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1. Policy Basis and Scope of Application
1.1 Legal Basis
This policy is formulated in accordance with the EU Distance Selling Directive and relevant European Economic Area (EEA) consumer rights regulations. It clarifies the return and exchange rights and operating procedures for EEA users who purchase our phone case products, protecting the legitimate rights and interests of consumers.
1.2 Applicable Targets
Applicable Users: All EEA individual consumers and corporate customers who purchase our products through remote channels such as our official website (unitbuying.com) or by phone.
Applicable Products: New, unused, standard-size phone cases.
Inapplicable Scenarios: Offline temporary transactions, non-genuine products, and return and exchange requests that have exceeded the statutory time limit.
1.3 Core Definitions
Cooling-off Period: The statutory period during which users may return products without reason, starting from the date of receipt.
Complete Condition: The product is unopened, shows no signs of use, and contains all accessories (including packaging, labels, warranty card, etc.), ensuring it is not subject to resale.
2. Return Rights and Exceptions
2.1 Unconditional Returns (Cooling-off Period Policy)
EEA users are entitled to a 14-calendar-day cooling-off period after remote purchase, during which they may request a return without providing a reason. The cooling-off period is calculated as follows:
Physical products: The cooling-off period begins two days after the user signs for delivery.
If the cooling-off period expires on a weekend or statutory holiday, it will automatically be extended to the next business day.
2.2 Reasonable Returns (Quality Issues)
If a product has any of the following quality issues, users may request a return within 30 calendar days of receipt, regardless of the cooling-off period:
Manufacturing defects such as cracking or deformation;
Dimensions that do not match the ordered size and are not compatible with the device model;
Appearance issues such as peeling surface coating or blurred printing;
Protective properties that do not meet the product's stated specifications (e.g., a product claimed to be drop-proof but easily breaks).
2.3 Return Exceptions
According to EU regulations, the following situations are not eligible for unconditional returns. Returns are only accepted for quality issues:
Products that have been opened and used, or whose packaging is damaged, preventing resale;
Products whose anti-counterfeiting labels have been removed or whose warranty certificate has been damaged;
Product issues caused by improper storage or damage by the user.
3. Exchange Rules and Applicable Conditions
3.1 Exchange Eligibility Scenarios
Users may request an exchange in the following situations. Exchanges are only valid for products of the same model and specification:
The received product does not match the model or color ordered;
The product has a non-human quality issue and is out of stock and eligible for a refund;
Accessories are missing or damaged (accessories that can be replaced separately will be reissued first).
3.2 Exchange Time Limit
Unconditional exchanges: Requests must be submitted within 14 calendar days of receipt.
Quality issue exchanges: Requests must be submitted within 30 calendar days of receipt, along with proof of the product problem.
3.3 Special Instructions for Exchanges
Exchanges are free of charge, but if you need to exchange for a higher-value product, you will be required to pay the price difference.
Only one free exchange is allowed per order; any additional exchanges will incur secondary shipping costs.
4. Return and Exchange Process and Instructions
4.1 Application Methods
Users must submit a return or exchange request through the following channels:
Official Application: Log in to your unitbuying.com account, go to "My Orders," select the order, submit a return or exchange request, and upload supporting documentation (such as photos of the product issue).
Email Application: Send a request to [email protected], specifying the order number, reason for return or exchange, and contact information, along with the necessary supporting documentation.
4.2 Review and Confirmation
We will review your request within three business days of receiving it and provide feedback via email.
Upon successful review, we will provide a return address and shipping instructions, specifying whether we will cover return shipping costs (see Section 5.1 for details).
4.3 Product Return Requirements
Users must return products within 14 calendar days of approval:
Pack the product according to the instructions to prevent shipping damage;
Include the order number and contact information with the package for easy warehouse verification;
Retain the shipping tracking number for tracking purposes.
4.4 Verification and Processing
Upon receipt of the returned product, the warehouse will complete verification within 5 business days.
If verification is passed, a refund will be initiated, and a replacement will be shipped.
If verification is unsuccessful, the reason will be explained via email, and the product will be returned to the user via the original route. Shipping costs will be borne by the user.
5. Fees and Refunds
5.1 Logistics Costs
Unconditional Returns: Return shipping costs are the sole responsibility of the user (if we do not inform you of this obligation in advance, we will reimburse the full shipping costs).
Returns and Exchanges Due to Quality Issues: We will cover all round-trip shipping costs, and users may request reimbursement with the shipping receipt.
Replacement Price Difference: The price difference must be paid before the new product is shipped, and shipping costs will be charged according to Section 5.1.
5.2 Refund Rules
Refund Method: Refunds will be processed via the original payment method by default. Cash refunds are not accepted.
Refund Timeframe: Refunds will be processed within 14 business days after verification. The specific timeframe for receiving funds will be subject to the payment institution's policies.
Refund Amount: For unconditional returns, a full refund will be issued. For quality issues, a refund will be issued for the purchase price plus shipping costs (reimbursed with receipt). If the product cannot be resold, a refund will be made after deducting 20% depreciation.
6. Special Circumstances
6.1 Late Application Processing
Unconditional returns beyond the cooling-off period will not be accepted, but we can assist with handling quality issues.
Applications beyond the quality issue deadline require a third-party quality inspection report, which will be verified and handled according to the warranty policy.
6.2 Logistics Loss/Damage
Return logistics loss: Users must provide logistics tracking records for verification, and a refund will be initiated immediately.
Exchange damage: We will resend the product at no additional cost.
7. Policy Updates and Inquiries
7.1 Policy Updates
This policy will be updated as needed based on EU regulatory revisions and business needs. Updates will be posted on the unitbuying.com homepage for at least 7 days and notified to users via the email address provided with their order.
7.2 Contact Us
If you have any questions about our return and exchange policy or require assistance with your request, please contact us through the following methods:
Dedicated email: [email protected]
Response Time: Receipt confirmation within 3 business days, processing within 14 business days. 8. Consumer Complaint Rights
If you are dissatisfied with the handling of your return or exchange, you may file a complaint with the consumer protection authority in your EU member state or submit a dispute through the EU Online Dispute Resolution (ODR) platform. We will actively cooperate with any investigation and mediation.