Optisynth Group Ltd is committed to providing quality products and services to customers in the EU, fully respecting and protecting your legitimate rights and interests. The following is our detailed return and exchange policy applicable in the EU:
1. Return Policy
Return period: In accordance with the EU Consumer Rights Directive, you have a 14-day cooling-off period after purchasing our towel products. You can apply for a return within 14 days from the date you receive the goods. For example, if you sign for the goods on January 1, you can apply for a return on January 14 at the latest.
Return conditions: The returned goods must be in new and unused condition, with all tags and labels intact, and the packaging is not damaged, and it does not affect the secondary sale. For returns due to quality issues, this restriction does not apply, but relevant photos or videos are required as proof so that we can verify the situation.
Return process: Please first contact our customer service team by sending an email to [email protected], and the email must clearly state your order number, purchase details, reason for return and your contact information. Our customer service staff will reply to you within 48 hours after receiving the email and guide you through the subsequent return process. You may need to print the return application form (we will provide a template in the email) and send it back with the returned goods.
Return logistics: For returns without quality issues, you are responsible for the shipping costs of the returned goods. It is recommended that you choose a traceable logistics method to check the return transportation status. For returns due to quality issues, we will bear reasonable shipping costs. After you send the goods back, you can keep the shipping receipt and we will reimburse according to the actual amount.
2. Exchange policy
Exchange period: Also within 14 days after receiving the goods, if you are not satisfied with the size, color and other non-quality issues of the goods, you can apply for a replacement.
Exchange conditions: The exchanged goods must meet the requirements of unused, complete tag labels, and undamaged packaging. If the exchange is for quality issues, relevant evidence of the quality problem must be provided.
Exchange process: Please contact us via email at [email protected] to inform us of your order information, details of the item you want to exchange, information about the item you want to exchange, and the reason for the exchange. We will confirm the inventory and arrange an exchange if we have the item you need. If the price of the item you choose to exchange is higher than the original item, you need to make up the difference; if the price is lower, we will refund the difference according to the original payment method.
3. Refund policy
Refund time: We will refund you within 14 days after we receive the eligible return items sent by you and check that they are correct. If the return is due to quality issues, the refund time will be expedited within 7 working days after receiving the return.
Refund method: The refund will be returned to your payment account. For example, if you paid by credit card, the refund will be returned to the credit card; if you paid by PayPal, the refund will be returned to the PayPal account. If you still do not receive the refund within 30 working days, please contact us in time and we will assist you in the inquiry and processing.
If you have any questions or encounter any problems during the return or exchange process, please feel free to contact us via the following methods:
Email: [email protected]
Website: optisynthgroup.com