EU Market (Strict Compliance with the 14-Day Statutory Right of Withdrawal)
EU Market (Strict Compliance with the 14-Day Statutory Right of Withdrawal)
Applicable to all orders shipped to EU and European Economic Area (EEA) countries
In accordance with the EU Consumer Rights Directive, you are entitled to a statutory 14-day cooling-off period for returns upon receipt of goods without providing any justification.
1. Withdrawal Period
You have the right to cancel your order and return the goods within 14 calendar days starting from the date you or a designated third party takes physical possession of the goods. The calculation of the period remains unaffected even if the receipt date falls on a weekend or public holiday.
2. How to Exercise Your Right of Withdrawal
You must send us an unambiguous withdrawal declaration via email within the 14-day window (a simple statement such as “I wish to withdraw from the contract” or the official EU Model Withdrawal Form are both acceptable).
It only matters that you submit the withdrawal notice before the deadline; you may send back the goods at a later date.
Refunds will be processed within 14 calendar days after we receive the returned goods or you provide valid return shipping proof.
3. Return Shipping Fees & Liability
- Unless we agree in writing to cover costs, you shall bear all return shipping expenses.
- If the return is caused by defective goods or incorrect items delivered, please contact us with supporting photos first. We will cover return shipping fees after verification.
- We will only refund standard delivery charges. Extra fees incurred from expedited or special delivery services are non-refundable.
- You shall assume all transit risks for returned parcels. Shipping insurance is recommended for high-value items.
4. Product Condition & Deductions from Refund
You may inspect and try on goods just as you would in a physical retail store.
However, if the goods bear excessive signs of wear, damage, or missing original packaging/accessories beyond what is necessary for inspection, resulting in depreciation of product value, we reserve the right to deduct a corresponding amount from your refund, up to the full order value.
5. Goods Excluded from the Right of Withdrawal
Per EU consumer law, the following items are non-returnable:
- Customised personalised goods manufactured to your specifications
- Sealed goods that cannot be resold once opened (e.g., blankets, custom handmade plush dolls), where opening compromises hygiene protection
- Mixed goods that cannot be separated and suffer loss of value after combination
All handmade artworks have minor unique craft textures and tiny imperfections formed during manual production, which are not considered manufacturing defects and do not qualify for free return compensation.
6. Refund Method
Refunds will be issued via your original payment method with zero handling fees. A confirmation email will be sent to you once processing is completed.
7. Contact Information
Submit all withdrawal requests to: ht870@gmail.com
You may also reach this email address to request the statutory EU Model Withdrawal Form.
Policy Revision Notice
We reserve the right to update this EU withdrawal policy in accordance with updated European regulations. The latest version will always be published on our official website. Completing checkout means you acknowledge and agree to the full terms above.