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Return Policy
1. Scope of Policy Application
This policy applies to EU residents (hereinafter referred to as "Consumers") who purchase tableware products from our company through our official website (nexustradeworld.com), email orders, or other channels. This policy covers returns and exchanges for standard products, including ceramic tableware. Special circumstances will be governed by Articles 2 and 3 of this policy.
2. Unconditional Return and Exchange Rights (Cancellation Rights)
(I) Term of Right
Consumers may exercise their right to cancel without reason within 14 calendar days from the date of receipt of the product, without providing any reason.
If our company does not clearly inform consumers of this right in writing (including emails or order attachments), the aforementioned term will automatically be extended to one year.
Consumers must submit their return or exchange request within the specified timeframe using the designated method. Failure to do so will be deemed a waiver of this right. (II) Product Return Requirements
Products must be in new, unused condition, with the original packaging intact (including shock-absorbing protective film, product labels, instructions, etc.), free of any dents, scratches, or stains that could affect resaleability.
Tableware accessories (such as a complete cutlery set, ribbons from gift boxes, etc.) must be complete. Missing non-essential accessories may affect the refund amount.
Consumers must properly package the product to prevent shipping damage. We recommend using the original packaging or packaging materials of equivalent shock-absorbing standards.
(III) Costs
Consumers are responsible for shipping costs for product returns.
If a return or exchange is caused by our company (such as incorrect shipment, missing shipment, or product quality issues), we will cover the shipping costs. Consumers must provide official shipping receipts. 3. Return and Exchange Exceptions
The following situations are not subject to the unconditional return and exchange policy. We will only provide solutions for product quality issues:
Products affected by unpacking: Disposable tableware and silicone tableware for food contact (hygiene standards cannot be guaranteed after unpacking);
Damage caused by use: Issues caused by improper use by the consumer (e.g., ceramic cracking due to high temperature or sudden cooling, glass breakage due to impact with a hard object);
Non-products of our company: Products of other brands mistakenly returned by the consumer or items that do not match the order.
4. Return and Exchange Rules for Quality Issues
(I) Definition of Quality Issues
The following situations are considered quality issues:
Products that are damaged, deformed, or have functional defects upon receipt (e.g., leaking pots or pans, or sharp, easily scratched cutlery edges);
Products identified as non-compliant by relevant EU quality inspection agencies. (II) Processing and Guarantee
Consumers must submit proof of quality issues (including clear photos, videos, and order number) within 7 calendar days of receiving the product.
Our company will complete a review within 3 business days. Once the quality issue is confirmed, we will offer two solutions:
Free replacement of the product of the same model, with our company covering the round-trip shipping costs;
A full refund (including the product price and the original order shipping costs) is available. Consumers must return the product within 5 days of receiving the refund confirmation.
The warranty period for the replaced product will be recalculated from the date the new product is signed for.
5. Return and Exchange Process
(I) Application Method
Email application: Send an email to [email protected], specifying "EU Return and Exchange Request," and include your name, order number, contact information, reason for return, and relevant documentation.
Official application: Log in to nexustradeworld.com, go to the "My Orders" page, and select the corresponding order to submit a return request. (II) Processing Time
Application Review: The Company will provide feedback on the review results within 3 business days of receiving the application.
Product Inspection: The Company will complete inspection of the returned product within 5 business days of receiving it and initiate the refund or exchange process upon confirmation that it meets the requirements.
Refund Arrival: Refunds will be credited to the consumer's payment account via the original method. The timeframe for arrival is 3-10 business days, depending on the payment method.
6. Complaints and Dispute Resolution
If consumers disagree with the return or exchange processing results, they may submit a request for review at [email protected] within 7 business days of receiving the notification.
If both parties cannot reach an agreement, consumers may file a complaint with the consumer protection authority in the EU member state where the product was delivered or where they reside.
7. Policy Updates
The Company may update this policy in accordance with EU regulatory revisions and business adjustments. Consumers will be notified of any updates through official website announcements, email notifications, and other means. Updates will take effect 30 days after the date of the announcement.