Refund and Return Policy

1. Overview and Scope

Welcome to www.shounaxiehe.com. This Refund and Return Policy governs the procedures for order cancellations, returns, and refunds for physical merchandise purchased on our website. We serve customers across Europe and the United States, operating in strict compliance with applicable regional consumer protection laws, including Dutch statutory requirements and European Union directives. For any inquiries regarding returns or refunds, you may contact our customer support administration directly at storage@shounaxiehe.com.

2. Shipping Fulfillment, Logistics, and Delivery Timeframes

We collaborate with established international logistics partners, including DHL, FedEx, and UPS Priority services, to deliver orders to customers across Europe and the United States.

• Transit Duration: Standard delivery typically requires between 5 to 10 business days following order dispatch.
• Automated Tracking Notifications: To maintain complete transparency throughout transit, automated tracking updates are sent directly to the email address provided at checkout (storage@shounaxiehe.com) at key fulfillment milestones, including order dispatch, arrival at logistics transit points, and local last-mile delivery.
• Transit Delays and Investigations: If a customer’s order exceeds the standard transport timeframe, our support team will initiate a formal investigation with the respective carrier. Depending on the verified outcome of the carrier investigation, appropriate remediation—such as a full refund or a replacement shipment—will be executed.

3. European Consumer Rights and Right of Withdrawal

In compliance with European consumer protection legislation, consumers residing in the European Union and the United Kingdom possess a statutory 14-day Right of Withdrawal:

• Cooling-Off Period: You have the right to withdraw from your purchase contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you acquire, or a third party other than the carrier acquires, physical possession of the goods.
• Exercising Withdrawal: To exercise your right of withdrawal, you must notify us of your decision via an unequivocal statement sent to our support email at storage@shounaxiehe.com before the 14-day period has expired.

4. Return Merchandise Procedure and Address

If a physical return of merchandise is required under your right of withdrawal or return agreement, items must be shipped back to our designated return facility:

• Return Address: XXX

Customers are responsible for safely packaging returned merchandise to prevent damage during transit. Returned items must be received in accordance with applicable statutory guidelines.

5. Defective, Damaged, or Flawed Items

If you receive an item that is flawed, damaged, or defective upon arrival, you may contact our after-sales support team via email at storage@shounaxiehe.com within a reasonable timeframe following delivery.

• Evidence-Based Resolution: To expedite processing for damaged or defective items, customers are required to provide clear photographic evidence of the issue via email.
• No Return Required for Defective Goods: Where an item is verified as defective or damaged upon arrival based on the submitted photographic evidence, customers are not required to physically return the damaged item. We will process a full refund or arrange a replacement shipment directly upon verification of the provided evidence.

6. Payment Methods and Refund Processing

• Accepted Payment Methods: Refund transactions and purchases are processed securely through our primary payment infrastructure, supporting major credit and debit cards including Visa, Mastercard, and American Express, as well as digital wallets including Apple Pay and Google Pay.
• Refund Execution: Once a return is approved or a refund is validated pursuant to these terms, the reimbursement will be processed without undue delay. Refunds will be issued directly to the original payment method utilized during checkout.