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This Return and Exchange Policy is formulated in accordance with the EU Consumer Rights Directive, the Distance and Door-to-Door Sales Regulation, and relevant laws and regulations. It defines the return and exchange policies for tablecloth products of CLOUDREACH TRADE LLC (hereinafter referred to as "we"; official website: cloudreachtrade.com; customer service email: [email protected]) for customers located in the EU. This policy applies to all consumers who purchase tablecloth products through our official website within the EU.
1. Core Rights and Scope of Application
(I) Core Consumer Rights
Under EU harmonized regulations, you have a 14-day right to return or exchange products without giving any reason ("cooling-off period"), allowing you to request a return or exchange without providing a reason. Furthermore, if there are any quality issues with the product, you may request a return, exchange, or repair service under the terms of our warranty.
(II) Scope of Application
Applicable Products: All standard-sized tablecloths sold within the EU.
Applicable Scenario: Products purchased directly from our official website; products sold through authorized third-party platforms must also comply with the platform's rules, but we promise that the standards in this policy will not be less stringent than those in this policy. Exceptions: Tablecloths that have been used and are unsuitable for resale (e.g., stained, torn, or with missing stitching); products without original packaging or missing accessories (excluding damaged packaging but intact product).
2. Return and Exchange Terms and Period
(I) Unconditional Returns and Exchanges
Application Period: Requests must be submitted within 14 calendar days from the date you actually receive the tablecloth product. If the last day falls on an EU statutory holiday, the application will be extended to the next business day.
Product Requirements: Tablecloths must be unused, unwashed, in original condition, with labels and packaging intact; accessories (e.g., dust bag, instruction manual, etc.) must be complete and undamaged.
(II) Returns and Exchanges Due to Quality Issues
Application Period: Returns and exchanges due to quality issues can be submitted within 2 years from the date you receive the product. Quality Issue Definitions:
Fabric damage, stains, or color variations exceeding industry standards (±5%);
Workmanship defects such as detached seams and cracked corners;
Dimensions that deviate by more than ±2cm from the product details;
Material that does not match the description (e.g., cotton or linen listed as synthetic).
Supporting Documents: Clear photos or videos of the defective product are required, along with a report from a third-party quality inspection agency if necessary.
3. Return and Exchange Process
(I) Application Submission
You can submit an application through the following methods:
Official Backend: Log in to your account, go to "My Orders," select the order, click "Request Return or Exchange," enter the reason, and upload relevant supporting documentation;
Email Application: Send an email to our customer service email address [email protected], specifying the order number, name, contact information, reason for return or exchange, and supporting documentation.
We will review your application within two business days of receipt. Upon approval, we will email you a Return Authorization and a pre-printed return label (including the HS code and declared value). (II) Product Return
You must ship the tablecloth and accessories to our EU Returns Center (the address will be provided with the Return Authorization) within 7 calendar days of receiving the Return Authorization.
Please attach a pre-printed return label with the Return Authorization Number in a prominent location on the package to avoid delays due to missing information.
(III) Inspection and Processing
The Returns Center will inspect the package within 3 business days of receipt and will notify you of the inspection result via email:
Eligible: After confirmation, a refund or exchange process will be initiated.
Uneligible: Please email us to explain the reason and return the product in its original condition. Return shipping will be at your expense.
Exchange: We will ship a replacement within 5 business days of approved inspection, with shipping time matching the original order.
Refund: Refunds will be processed within 14 business days of approved inspection and will be credited back to your original payment account. 4. Cost and Logistics
(I) Shipping Costs
Unconditional Returns and Exchanges: You are responsible for the return shipping costs. For returns and exchanges due to quality issues, we cover both the return and reshipment shipping costs.
Reimbursement: For returns and exchanges due to quality issues, you can submit your shipping receipt for reimbursement of shipping costs. The reimbursement amount is limited to the standard EU courier fee (up to €20) and will be included in your refund.
(II) Logistics Standards
We recommend using a trackable shipping channel (such as DHL or FedEx) and retaining the shipping tracking number to track the status of your package.
Please avoid using cash on delivery for return shipping, as cash on delivery packages will be rejected.
5. Refund and Exchange Instructions
(I) Refund Rules
The refund amount is the actual purchase price, excluding shipping costs incurred for the original order (except for quality issues).
If you used a coupon or discount code during payment, the refund will be deducted from the discount amount and the coupon will not be reissued. Refund processing time depends on the payment method and bank processing speed, typically 3-10 business days.
(II) Exchange Rules
Exchanges are only accepted for products of the same model and specifications. Direct exchanges for other styles or sizes are not supported. Exchanges must be processed through the "Return + Reorder" process.
If the original product is out of stock, you can exchange it for another available product (refund if excess, pay the difference if shortfall) or request a full refund.
6. Product Recall Terms
If a tablecloth product is recalled due to design defects, safety hazards, or other issues, we will notify affected customers through official website announcements, email notifications, and other means, clearly stating the recall scope and resolution plan.
Recall resolution options include a full refund, free replacement of an improved product, or repair service. Shipping and testing costs will be borne by us.
You must provide your consent within 15 days of receiving the recall notice. Failure to provide a response within this deadline will result in a full refund. 7. Dispute Resolution and Complaint Channels
Negotiation Priority: If you have any objections to the return or exchange process, you can contact us through our customer service email and we will provide a resolution within 3 business days.
Complaint Channels: If negotiation fails, you have the right to file a complaint with the relevant consumer protection agency or data protection authority (DPA) within the EU.
Governing Law: Disputes under this Policy shall be governed by the EU Consumer Rights Directive and the laws of the Member State where the product is sold. The competent court shall be the competent court within the EU.
8. Policy Updates and Contact Us
This Policy will be updated as necessary based on EU regulatory revisions and business developments. Updates will be posted on our official website, cloudreachtrade.com, and will take effect if no objections are raised within 15 days of posting. Major changes will be notified separately by email.
For inquiries, please contact us through the following methods:
Customer Service Email: [email protected]
Response Time: Inquiries received between 9:00 AM and 6:00 PM (CET) on business days will be responded to within 4 hours. Inquiries received on non-business days will be processed on the next business day.
CLOUDREACH TRADE LLC is committed to strictly complying with EU consumer rights regulations to ensure that your legal rights are fully protected.