-589x544.png "vtxayz")
VERTEXAYZ CO., LTD is committed to providing high-quality mugs and excellent service to our customers in the EU. To protect your rights as a consumer and in accordance with relevant EU regulations (such as the Consumer Rights Directive), we have established this Return and Exchange Policy. This policy applies to products purchased through vtxayz.com or other direct transactions with us.
1. Return and Exchange Eligibility
Eligible Products: All types of mugs manufactured and sold by our company, including but not limited to insulated mugs, ceramic mugs, and plastic mugs purchased within the EU.
Return and Exchange Eligibility: Products must be in their original condition (unused, undamaged, and unwashed), with all accessories, tags, and packaging intact. Product defects are not subject to this original condition requirement.
2. Return and Exchange Period
According to EU regulations, you have 14 days to return or exchange your product, no questions asked. This return or exchange period begins on the date you receive the product. If you decide to return or exchange your product during this period, please contact us promptly.
3. Return and Exchange Process
Requirements: Within the return and exchange period, you can contact our customer service team at [email protected], clearly stating your order number, the product you wish to return, and the reason for your return. For unconditional returns, a specific reason is not required, but we welcome your feedback to help us improve our service.
Review and Confirmation: After receiving your request, we will review it within three business days. If the return and exchange conditions are met, we will send you a confirmation email with details, including the return address. If not, we will also clearly state the reason.
Returns: After receiving the return and exchange confirmation, you must return the product to the specified address within 14 days. Please package the product securely to ensure it does not get damaged during shipping. We recommend using a shipping method with tracking and insurance.
Refund/Exchange: Upon receipt of the returned product, we will inspect it. If the product meets the return and exchange requirements, we will refund the original payment within 14 days of receipt. If an exchange is required, we will promptly arrange for the replacement product to be shipped.
4. Shipping
Unconditional Returns and Exchanges: Generally, you are responsible for return shipping costs.
Quality Returns and Exchanges: If a product is returned or exchanged due to quality issues, we will cover the return shipping costs. Before returning the product, you can discuss shipping payment options or reimbursement procedures with us.
5. Updates and Interpretations
We may update this Return and Exchange Policy from time to time based on changes in EU regulations, business practices, and other factors. Updates will be posted on vtxayz.com. If you have any questions about this policy, please feel free to contact our customer service team, who will be happy to assist you. VERTEXAYZ CO., LTD reserves the right of final interpretation of this policy, but our interpretation will strictly comply with relevant EU laws and regulations.