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1. Introduction
ALLRIVERS TRADING LIMITED (hereinafter referred to as "we" or "us"; official website: allriversoffice.com; contact email: [email protected]) strictly adheres to the EU Consumer Rights Directive (2011/83/EU), the Sale of Consumer Goods and Warranty Directive (1999/44/EC), and the implementing laws of each Member State to protect the legal return and exchange rights of EU consumers (hereinafter referred to as "you") when purchasing stationery and office supplies. This policy details your return and exchange rights, applicable conditions, and procedures. We recommend you read it carefully before placing an order.
This policy applies to EU consumers who purchase products through our official website (allriversoffice.com) or through remote ordering channels. Local store regulations apply.
2. Unconditional Return (Cooling-off Period Policy)
(I) Scope and Duration of Rights
Under EU distance selling regulations, you have a 14-calendar-day right to return your purchased product without giving any reason. The cooling-off period is calculated as follows:
For single-item orders, the cooling-off period begins the day after you sign for the product.
For multi-item orders shipped in batches, the cooling-off period begins the day after you sign for the last item.
If the cooling-off period expires on a statutory holiday or weekend, it will automatically be extended to the next business day.
(II) Product Return Conditions
To apply for a no-questions-asked return, you must ensure that the product meets the following requirements:
The product must be unused and in new condition, such as an unopened pen, unwritten notebook, or undamaged folder.
The product and all accessories (such as packaging, manuals, warranty cards, and gifts) must be intact and free of damage that would affect resale.
For sealed consumables (such as ink cartridges and printer paper rolls), they must be in their original packaging. (III) Circumstances Not Applicable for Unconditional Returns
According to the EU regulations' exceptions, the following products are not eligible for the 14-day unconditional return policy:
Sealed audio/video/software media that has been opened (e.g., office software suites with accompanying instructional CDs);
Products whose appearance or function has been damaged due to improper use;
Used or refurbished office supplies (clearly marked "Used" when placing an order and confirmed by you).
3. Return for Quality Issues (2-Year Compliance Guarantee)
(I) Compliance Guarantee Period and Scope
All new products you purchase are covered by a statutory compliance guarantee for at least 2 years, commencing on the date of delivery. You have the right to request a return or exchange if the product fails to meet the contractual agreement in any of the following circumstances:
The product does not match the official website description, such as incorrect specifications and dimensions, or inconsistent functions and instructions;
There are manufacturing defects, such as ink leakage from pens, broken folder clasps, or printer consumables that do not function properly;
The product fails to meet reasonable daily office needs, such as paper easily damaged or insufficient binding tools;
Necessary accessories are missing, or the included installation/operation instructions are incomplete or difficult to understand.
(II) Time Limit for Reporting Quality Issues
If you discover a quality issue with the product, you must notify us within two months of discovery. Late notification may affect the efficiency of processing your return or exchange request.
4. Return and Exchange Process
(I) Application Submission
You can submit a return or exchange request in the following ways:
Official Application: Log in to your account, go to the "My Orders" page, select the desired order, click "Request Return or Exchange," and follow the prompts to fill in the reason and relevant information.
Email Application: Send an email to [email protected], specifying the order number, product name, reason for return or exchange, and contact information, along with photos of the product's condition (clear photos of the defective area are required for quality issues).
We will review your request within 3 business days of receiving it and notify you of the results via email or SMS.
(II) Product Return
After approval, we will provide a return address and shipping instructions. You must ship the product within 14 calendar days of receiving the approval notification.
You are responsible for shipping costs for returns without reason. We are responsible for any return costs incurred due to product quality issues (you will pay in advance and we will reimburse you with the shipping receipt).
We recommend choosing a shipping method with trackable shipping information and keeping the shipping tracking number securely for tracking shipping status. (III) Acceptance and Processing
Upon receipt of the returned product, we will complete an inspection within 5 business days. This inspection will include product condition, accessory integrity, and defect status.
Processing after Acceptance:
Unconditional Return: Upon confirmation that the product meets the requirements, a full refund will be made to your original payment account within 3-7 business days. The refund includes the product price, excluding shipping costs.
Return Due to Quality Issues: You can choose "Replacement" or "Full Refund." For replacement, we will ship the new product within 5 business days after acceptance. For refund, the same refund period applies as for unconditional returns.
If the product is found to be ineligible for return or exchange during inspection, we will reject the request and return it to you, along with a statement explaining the reason for the rejection.
5. Refund and Replacement Instructions
(I) Refund Rules
Refunds will be made strictly through your original payment method. Refund times may vary depending on the payment method (usually 7-15 business days for credit cards, 3-7 business days for debit cards and e-wallets).
If you used a coupon or discount code during your purchase, the refund will be reduced by the corresponding discount amount, and no replacement coupon will be issued.
For refunds due to quality issues, we will additionally reimburse the shipping costs for the return product (based on the shipping document amount, up to the standard EU express delivery fee).
(II) Replacement Rules
Replacement products will match the original order's model and specifications. If the original product is discontinued, we will replace it with an equivalent product of similar functionality, with your prior consent.
Replaced products will still be covered by the remaining 2-year warranty.
For replacement products due to quality issues, we will cover the shipping costs, and the delivery time is the same as for regular orders.
6. Dispute Resolution and Complaint Channels
(I) Internal Negotiation
If you are dissatisfied with the return or exchange processing, you may submit a written objection to [email protected]. We will arrange for a dedicated representative to discuss a solution with you within 5 business days.
(II) External Complaint
If no agreement can be reached through negotiation, you have the right to lodge a complaint with the consumer protection agency or data protection supervisory authority in your EU member state. You may also submit a dispute mediation request through the EU Online Dispute Resolution (ODR) platform (platform address: ec.europa.eu/odr).
7. Policy Updates and Notices
We will update this policy from time to time in accordance with EU regulatory revisions and business adjustments. The updated policy will be prominently posted on our official website for at least 7 days and will take effect from the date of publication. If you continue to purchase our products after the policy is updated, you will be deemed to have accepted the updated terms.
You can always visit the "Customer Service - Return Policy" section of allriversoffice.com to view the latest version or request a copy of the policy through our contact email address.
8. Contact Information
For return or exchange inquiries, please contact us via the following methods:
Official Email: [email protected]
Official Online Customer Service: Log in to allriversoffice.com