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This Returns and Exchange Policy applies to portable storage bags sold by SAGAX PARTNERSPT CO., LIMITED (hereinafter referred to as "we") to consumers in the EU. We strictly adhere to the EU Consumer Rights Directive and relevant consumer protection laws of EU member states. Our policy aims to protect your legitimate rights and interests and ensure a transparent and fair return and exchange process.
I. Scope of Application and Core Rights
Applicable to: This policy applies only to portable storage bags purchased by individual consumers (not businesses or commercial purchasers) in the EU through our official website (sagaxpt.com), authorized EU distributors, or by contacting us directly at [email protected].
Statutory Cooling-off Period: Under EU regulations, you have a 14-day right to return the product after receiving it (the "Cooling-off Period"). This period begins on the date you actually sign for the product. If you entrust someone else to receive the product, the date of receipt by the person signing for the product will be the date of return.
During the Cooling-off Period, you may notify us at any time to request a return without providing a reason, and you will not be responsible for any other costs other than return shipping (unless otherwise agreed).
II. Return Requirements
Whether you are requesting a return for "no reason" or "quality issues," the following basic conditions must be met. Otherwise, we reserve the right to postpone or refuse processing:
Product Integrity:
The product must be in new, unused condition, free of obvious stains, scratches, or wear. The original labels, tags, and packaging (such as the dust bag and individual packaging box) must remain intact.
All accessories must be present, including the product's own dividers, hooks, and warranty card (if applicable). Missing accessories may affect the return review or result in a partial refund (this must be discussed with us in advance).
Time Requirements:
No reason returns: You must submit a return request via the designated method within the 14-day cooling-off period, and the product must be shipped within 7 days of approval.
Quality issues: You must contact us within the 14-day guarantee period upon discovery of any issues and provide relevant proof to avoid loss of evidence due to delay.
Documentary Documents:
When applying, you must provide your order number (available on the order details page for purchases made on our website), proof of receipt (such as a photo of the delivery label), and photos/videos of product defects (quality issues must clearly show the location and nature of the defect).
If you purchased via email or offline, you must also provide email correspondence or purchase receipts to confirm the purchase.
III. Exchange Rules
If you wish to exchange a product due to size discrepancy, incorrect color, or quality issues, please follow the following process:
Exchange Request Timeframe:
Non-quality issues (such as size/color discrepancies and not due to incorrect product delivery): Requests must be submitted within the 14-day cooling-off period.
Quality issues: Requests can be made within the 14-day guarantee period. Priority will be given to replacing a new product of the same model and specifications. If the model is discontinued or out of stock, you can choose to exchange it for another available model (with a refund for the difference or a refund for the difference) or return the product for a refund.
Exchange Process:
Contact us to explain the reason for the exchange and provide relevant supporting documentation (such as photos of the incorrect product or videos of the quality issues).
After we review your request, we'll inform you whether you need to return the original product first.
If we sent the wrong product (e.g., the model/color doesn't match the order), we'll cover the return shipping and replacement costs, and you don't have to pay out of pocket.
If it's a personal decision (e.g., an unconditional exchange), you'll be responsible for both the return shipping and replacement costs. Please contact our customer service for specific amounts.
After we receive and inspect the returned product, we'll ship the replacement within three business days. Delivery details will be sent to you via email.
Special Note: Because we can't resell the product, exchanges or refunds are only available for quality issues. Unconditional exchanges are not available.
IV. Refund Process and Instructions
Refund Request Triggers:
Unconditional Returns: We will immediately initiate a refund upon inspection of the returned product and its compliance with the requirements.
Quality Issues: If we confirm that the issue is a legal quality issue and you select the "Refund" option, a refund will be arranged without returning the product (in some cases, the product may need to be sent back for testing, subject to further consultation).
Order Cancellation: If you cancel your order after placing it but before the product is shipped, we will issue a full refund within 2 business days, free of charge.
Refund Methods and Timeframes:
Refunds will be credited to your original payment account (e.g., credit card, PayPal, bank transfer, etc.). We will email a "Refund Voucher" after the refund is processed.
According to EU regulations, we must complete the refund within 14 days of confirming your return request (or confirming the quality issue). If you paid by credit card, it may take an additional 3-7 business days for the bank to process the funds, subject to bank timelines. Refund Amount:
Return without Reason: A full refund of the product price (excluding return shipping costs you paid, unless the return was due to our fault);
Return Due to Quality Issues: A full refund of the product price plus reasonable return shipping costs you paid (providing proof of shipping, such as the tracking number and payment history, is required).
V. Return and Exchange Process
To ensure efficient processing of your return or exchange request, we recommend you follow the steps below:
Submitting a Request:
Official Purchases: Log in to your sagaxpt.com account, go to "My Orders," find the order, click "Request Return or Exchange," follow the prompts to enter the reason, and upload supporting documents.
Other Purchases: Send an email to [email protected] with "EU Returns + Order Number" in the subject line. In the body of the email, state your name, contact information, reason for return or exchange, and request, and attach relevant supporting documents.
Review and Confirmation:
We will review your application within 1-3 business days of receiving it, and will notify you of the results via email or official website:
If approved, the email will include the "Return Address" (a designated warehouse within the EU to avoid international shipping delays), the "Return Number" (to be marked on the courier label for easy verification upon receipt), and subsequent instructions.
Unsuccessful: The reason will be clearly stated (e.g., incomplete documents, time limit exceeded), and you will be informed of how to submit additional documents or adjust your application.
Product Return (for returns/exchanges):
Please use a reputable courier within the EU (e.g., DHL, UPS, La Poste, etc.) for shipping. Keep the tracking number and shipping receipt for tracking and to request shipping reimbursement (if eligible).
When returning your package, please include a note with your name, order number, return number, and contact information to avoid mixing up your package with others.
Inspection and Processing:
Upon receipt of the package, we will complete product inspection within 3 business days and notify you of the inspection results via email:
Acceptable Inspection: Returns will be refunded, and exchanges will be shipped with a new product.
Unacceptable Inspection: We will provide inspection photos/videos, detail the non-compliance details, and negotiate a solution with you (e.g., partial refund, repaired and returned).
VI. Special Circumstances
Damage in Logistics: If you discover a damaged package, exposed parts, or obvious damage upon signing for the product, you must refuse to accept it immediately and immediately take photos (including the package exterior and delivery label). Contact us and the courier service provider. We will assist you in filing a claim with the courier and resend the product or issue a refund.
VII. Contact Us
If you encounter any issues during the return or exchange process, or have any questions about this policy, please contact us through the following channels:
Official Email: [email protected] (preferred, response within 24 hours);
Official Inquiry: Visit sagaxpt.com and click "Live Customer Service" in the lower right corner of the page.
We will do our best to assist you in resolving any issues and ensure your rights are fully protected.
VIII. Policy Updates
This policy is subject to revisions based on EU consumer protection regulations or business adjustments. The updated policy will be posted in the "Legal Terms" section of sagaxpt.com and will be notified to existing customers via email (if the update affects your core rights). We recommend that you check back regularly to stay updated on the latest return and exchange policies.
SAGAX PARTNERSPT CO., LIMITED