Returns & Refunds
Return and Exchange Policy
Applicable to EU Consumers | Compliant with EU Consumer Rights Directive
This return and exchange policy (hereinafter referred to as "this Policy") is formulated in accordance with the EU Consumer Rights Directive and the conversion legislation of each member state, and applies to all women's clothing and underwear products (including products purchased online through the official website embertradellc.com and other distance selling channels) offered by Ember Trade Inc (hereinafter referred to as "we") to consumers within the EU. This Policy aims to clarify your rights, procedures, and related requirements for returns and exchanges, ensuring that your legal rights are fully protected. If you have any questions regarding returns and exchanges, please contact us via the official email address user@embertradellc.com.
I Right to Return Without Reason (Cooling-Off Period)
According to EU distance selling regulations, you have a 14-day "cooling-off period" (right to return without reason) after purchasing our products, during which you can return the products without providing any reason and apply for a full refund.
1. Calculation of Cooling-Off Period
The cooling-off period is calculated from the date you actually receive all the ordered products. If the last day of the cooling-off period falls on a non-working day (including public holidays), the period will be automatically extended to the next working day. If we do not clearly inform you of your no-reason return right and related procedures at the time of purchase, your cooling-off period will be extended to 12 months from the date of purchase.
2. Product Requirements for No-Reason Returns
To ensure you can successfully enjoy your no-reason return rights, returned products must meet the following conditions:
- The product must be unused, unwashed, undamaged, and in its original sales condition (including intact product labels and tags, and undamaged packaging);
- Women's underwear must be in its sealed packaging. If it has been opened and there is no quality issue, it will not be accepted for no-reason returns (for hygiene and safety reasons);
- The original invoice, order information, or proof of purchase must be returned along with the product.
3. Exceptions to No-Reason Returns
According to EU regulations, the following situations are not eligible for no-reason returns. Please note:
- Products that you have opened and used and cannot be restored to their original sales condition (except for quality issues);
- Products damaged or contaminated due to your own reasons.
II Returns and Exchanges for Quality Issues (Statutory Warranty)
In accordance with relevant EU regulations, all products you purchase are entitled to a minimum statutory warranty period of 2 years from the date of receipt. During the warranty period, if the product has quality issues (such as material defects, workmanship flaws, significant discrepancies between dimensions and specifications, etc., and not caused by improper use by you), you have the right to request free repair, replacement with the same model, or a full refund.
1. Evidence of Quality Issues
Within one year of receipt, if a quality issue arises, you do not need to provide evidence that the issue existed at the time of purchase; it is assumed that the quality issue existed at the time of delivery (unless we can provide evidence to the contrary). For issues beyond one year but still within the 2-year warranty period, you must provide reasonable evidence (such as product photos, test reports, etc.) to prove that the product quality issue falls within the scope of the statutory warranty.
2. Handling of Quality Issues
We will provide one of the following solutions based on the severity of the quality issue and the product condition:
- Repair: Free repair within 15 working days
- Replacement: Brand new product of the same style (or alternative style)
- Refund: Full refund including product price and original shipping costs
III Return and Exchange Process
Applying for a Return or Exchange
You must apply for a return or exchange within the corresponding period through the following methods:
• Send an email to user@embertradellc.com (subject: "EU Return/Exchange Application + Order Number") with required information and product photos;
• Submit application through "My Orders" page on embertradellc.com.
Review and Confirmation
We will complete the review within 3 business days of receiving your application and notify you of the review result via email or SMS. Approved applications will receive return address, return item number, and precautions.
Product Return
Return the product to the designated address within 14 business days with return item number clearly marked. For no-reason returns, you bear shipping costs; for quality issue returns, we cover shipping costs. Keep the shipping receipt for tracking.
Acceptance and Processing
We complete acceptance within 5 business days and process follow-up matters:
• Refund: Full amount to original payment account within 14 business days;
• Exchange: Shipment within 7 business days (we bear shipping costs);
• Repair: Complete and return within 15 business days (we bear logistics costs).
IV Other Important Notes
1. Supplementary Commercial Warranty
If some products are accompanied by our commercial warranty (additional protection beyond the statutory 2-year warranty period), the relevant warranty terms will be separately noted in the product manual or warranty card. The commercial warranty does not replace the statutory minimum warranty, and its terms must not be lower than the EU statutory warranty standards.
2. Dispute Resolution
If you are dissatisfied with our return/exchange processing, you can first try to resolve the issue with us via our official email address user@embertradellc.com. If the negotiation fails, you have the right to file a complaint with the consumer protection agency or relevant regulatory authority in your EU member state.
Any matters not covered in this policy will be handled strictly in accordance with the EU Consumer Rights Directive and the relevant laws and regulations of each member state.
For any return/exchange inquiries, please contact our customer service:
user@embertradellc.comOfficial Website: embertradellc.com
