1. Policy Basis and Scope
This Returns and Exchange Policy strictly complies with the EU Consumer Rights Directive (2011/83/EU) and its implementing regulations. It applies to all apparel products purchased within the EU through the SAPIENTIAX CO., LTD official website (sapientlux.com) or participating stores. We are committed to providing EU consumers with a fair and transparent returns and exchange service, ensuring your shopping experience is as worry-free as wearing our clothing.
2. Cooling-off Period and Return Rights
Statutory Cooling-off Period: You may exercise your right to return products without reason at any time within 14 days from the date you receive the product. This period begins on the date you sign for the courier's receipt. If the last day falls on a statutory holiday, it will automatically be extended to the next business day.
Exceptions: Products with removed tags or damaged due to use are not eligible for returns, except for quality issues.
3. Return Requirements
To ensure a smooth return process, returned items must meet the following requirements:
The item must be in its original packaging and unworn, washed, or damaged (except when tried on, but free of stains, odors, and deformation);
It must be accompanied by all original tags, hang tags, accessories (such as buttons, belts, dust bags, etc.), and proof of purchase (order confirmation email, invoice, etc.);
Product quality issues (such as fabric defects, sewing defects, or size not matching the description) are not subject to these conditions, but details of the issue and photographic proof are required.
4. Return Process
Return Request: During the cooling-off period, submit a return request through the following methods:
Online Application: Log in to your account → Go to "My Orders" → Select the desired item → Click "Request Return" and enter the reason;
Email Application: Send an email to [email protected], specifying the order number, product information, 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.
Returning Products: Please return the product to the designated address within 14 days of receiving the confirmation email. We recommend using a tracked shipping method and retaining the tracking number for easy tracking.
5. Exchange Policy
If you need to exchange an item (e.g., due to a size or color discrepancy), you may request an exchange within 14 days of receiving the item.
Only exchanges for different sizes or colors of the same item are accepted, and the original item must be eligible for return.
If the exchanged item is more expensive than the original, you will be required to pay the difference. If the exchanged item is less expensive than the original, the difference will be included in the refund.
The exchange process is similar to a return. Once your request is approved, we will ship the replacement item within 5 business days of receiving and inspecting the returned item.
6. Refund Information
Refund Method: Refunds will be made to the original payment method. If you paid by credit card, the refund will be made to the original card. If you paid by PayPal, the refund will be made to the corresponding account. Refund Time: Refunds will be processed within 14 days of receiving the returned item and confirming its eligibility. If there is a delay due to the payment institution's procedures, we will assist you in communicating with the payer.
Costs:
You are responsible for the return shipping costs for all returns (unless there is a quality issue or delivery error).
For returns/exchanges due to quality issues or our errors, shipping costs are borne by our company.
7. Special Product Handling
Promotional Items: This policy applies to all promotional items, except for those clearly marked "non-returnable" (with a prominent notice on the purchase page).
Gift cards and virtual items: Returns or cash redemptions are not accepted.
8. Dispute Resolution
If you have any objections to the return or exchange process, you may resolve the issue through the following channels:
Contact Customer Service: Send an email to [email protected]. We will review and provide feedback 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 sapientiax.com. Major changes will be notified to consumers via email or website announcements.
SAPIENTIAX CO., LTD always prioritizes consumer rights and is committed to ensuring your peace of mind with every purchase through a standardized return and exchange policy. If you have any questions, please feel free to contact us.