Return Policy
1. Policy Basis and Scope
This Return and Exchange Policy strictly complies with the EU Consumer Rights Directive (2011/83/EU) and its implementing regulations. It applies to all luggage purchased within the EU through the AETHERIUM TRADE LTD official website (aetheriumtrade.com), authorized dealers, and partner platforms. We are committed to providing EU consumers with fair and transparent return and exchange services, ensuring peace of mind when choosing your travel gear.
2. Cooling-off Period and Return Rights
Statutory Cooling-off Period: You may return your luggage within 14 days from the date you receive it, without providing a reason. The cooling-off period begins on the date you sign for it. If the last day is a statutory holiday, it will be extended to the next business day.
Exceptions: Products with the original protective film removed or damaged due to misuse are not eligible for returns, except for quality issues.
3. Return Requirements
Returned luggage must meet the following requirements:
The original packaging must be intact and unused, modified, or damaged (excluding test fit inspections, but free of scratches, stains, and structural deformation);
All original accessories (such as dust bags) and proof of purchase (order confirmation email, invoice, etc.) must be included.
Quality defects (such as cracked luggage, stuck wheels, faulty handles, or malfunctioning locks) are exempt from these requirements, but detailed information and photo/video proof of the problem are required.
4. Return Process
Return Request: Submit a return request during the cooling-off period via the following methods:
Official Application: Log in to your account → Go to "My Orders" → Select the product → Click "Request Return" and provide the reason for return;
Email Application: Send an email to [email protected], specifying the order number, product model, and reason for return.
Processing Time: We will respond within 3 business days of receiving your request, confirming return eligibility and providing a return address and shipping instructions within the EU. Return Requirements: Please return the item to the designated address within 14 days of receiving the confirmation email. We recommend using a trackable shipping method and retaining the tracking number for tracking purposes.
5. Exchange Policy
If you need to exchange your item (e.g., due to a size or color discrepancy), you may request an exchange within 14 days of receiving the item.
Exchanges are only accepted for different sizes or colors of the same suitcase model, and the original item must be eligible for a return.
If the replacement item is more expensive than the original, you will be required to pay the difference. If the replacement item is less expensive, the difference will be included in the refund.
The exchange process is similar to returns. We will ship the replacement item within 5 business days of receiving and inspecting the returned item. Shipping costs within the EU are borne by us (except for multiple exchanges due to personal reasons).
6. Refund Information
Refund method: Refund will be made to the original payment method (credit card, original card; PayPal, corresponding account). Refund Time: Refunds will be processed within 14 days of receiving the returned product and confirming its eligibility. The exact timeframe for your refund will be subject to the payment institution's processing cycle.
Costs:
You are responsible for the return shipping costs for all returns (unless there is a quality issue or delivery error).
For returns or exchanges due to quality issues or our errors, shipping costs are borne by our company.
7. Special Terms for Quality Issues
If you discover a quality issue during use that is not caused by human error (such as a structural failure during the warranty period), you can request a free repair or replacement with your warranty card. Please refer to the product warranty policy for details.
If the issue is confirmed to be a serious quality issue (affecting normal use) and cannot be repaired after inspection, we will provide a free replacement or full refund.
8. Dispute Resolution
If you have any objections to the return or exchange process, you may resolve them through the following channels:
Contact Customer Service: Send an email to [email protected]. We will re-verify the matter within 5 business days.
Complain to your local consumer association: You can seek assistance through the European Consumer Centre Network (ECC-Net).
Legal Recourse: Under relevant EU regulations, you have the right to file a lawsuit in the courts of the place of purchase or habitual residence.
9. Policy Updates
This policy will be updated from time to time based on changes in EU regulations and business needs. The latest version will be posted on aetheriumtrade.com. Major changes will be notified to consumers via email or website announcements.
AETHERIUM TRADE LTD always prioritizes consumer rights and is committed to providing peace of mind with every purchase through a standardized return and exchange policy. If you have any questions, please feel free to contact us.