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This Returns and Exchange Policy is formulated in accordance with the EU Consumer Rights Directive (2011/83/EU) and relevant consumer protection regulations of EU member states. It applies to all EU consumers (hereinafter referred to as "you") who purchase clothing products within the EU through our website (lathihong.com) or our offline partner channels. It aims to clarify your return and exchange rights, procedures, and timeframes after purchasing clothing, and to protect your legal rights.
1. Scope of Application
Applicable Products: This policy applies only to clothing products (including tops, pants, skirts, jackets, sweaters, etc.) manufactured and sold directly to EU consumers by KANHA UK TRADING LTD. The following situations are excluded:
Product tags or care labels have been removed, or clothing has been worn, washed, dyed, or damaged;
Products damaged due to force majeure (such as natural disasters or accidental impact during transportation) that are not related to quality issues;
Applicable Regions: This policy applies only to orders with delivery addresses in EU member states (including the UK, based on trade agreements between the two parties). Orders outside the EU are subject to local regulations and our separate returns and exchange policy.
2. Core Return and Exchange Rights and Time Limits
(I) Right to Unconditional Return (Cooling-off Period)
In accordance with the EU Consumer Rights Directive, you have a 14-day right to return clothing products without reason (the "cooling-off period") after receiving them. This period begins on the date you actually sign for the goods.
If you are an individual consumer, you do not need to provide a reason for return; simply submit a return request to us within 14 days via email or by leaving a message on our website.
If you do not submit a return request within the cooling-off period, or submit a request after 14 days, your right to unconditional return will be deemed automatically waived. You may only request an exchange or repair if the product has a quality issue.
(II) Return or Exchange Timeframe for Quality Issues
If the garment you received has any of the following quality issues, you may request a return, exchange, or repair within 14 days of receipt:
Damage, thread breakage, or snagging (not caused by wear);
Severe color difference (the color differs beyond reasonable limits from the color displayed on the product details page);
Sizing discrepancy (the difference between the actual size and the size listed on the product exceeds the permitted range of EU clothing sizing standards);
Missing accessories (such as buttons, zippers, or decorative parts left out at the factory);
Other issues resulting in improper wear due to manufacturing defects.
3. Return or Exchange Conditions
Product Condition Requirements:
For unconditional returns, garments must be in new, unused condition, with intact tags, care labels, and packaging, and free of wear, stains, or odors.
For returns or exchanges due to quality issues, you must retain the original packaging and relevant documentation (such as order screenshots, product photos, and videos) so we can verify the issue. Document Requirements:
You must provide a valid order number (available in your order confirmation email or under "My Orders" on the website).
When requesting a return or exchange due to quality issues, you must provide clear photos or videos of the product (recommended information includes the entire product, details of the issue, and the size tag).
Special Circumstances:
If the clothing you purchased is a seasonal item (such as a down jacket or short-sleeved T-shirt), and the issue occurred during the wearing season after the cooling-off period, you may request a return or exchange within 15 days of the end of the wearing season.
If you are requesting an exchange for personal reasons (such as choosing the wrong size or not liking the style), you must request it within the cooling-off period. Exchanges are only accepted for items of the same style but a different size (please confirm that the desired size is in stock).
4. Return and Exchange Process
(I) Application Submission
You can submit a return or exchange request in the following ways:
Email application: Send an email to [email protected] with the subject line "EU Return or Exchange Request - Order Number 123" and a body message including your name, contact information, shipping address, reason for return or exchange, product information (name, model, quantity), and relevant supporting documents (photos/videos);
Website application: Log in to lathihong.com, go to "My Orders," find the corresponding order, click "Request Return or Exchange," follow the on-screen instructions, and upload your supporting documents.
We will review your request within three business days of receiving it and notify you of the review outcome (return or exchange approved, supporting documents required, or ineligible) via email or website message.
(II) Product Return
If approved, we will send you a "Return Authorization Code" and a designated return address (our warehouse address within the EU to avoid additional taxes and delays associated with cross-border shipping).
You must ship the product to the designated address within 7 days of receiving the approval notification, and include a note inside the package stating your name, order number, Return Authorization Code, and contact information.
Return Shipping Costs:
For returns or exchanges due to product quality issues, we will cover the shipping costs (you can choose to pay on delivery or prepay and then request reimbursement from us with the shipping receipt, up to the standard EU courier fee).
For returns or exchanges due to personal reasons (such as unexplained returns or incorrect size selection), you will be responsible for the shipping costs (we recommend using a tracked shipping service to avoid product loss). (III) Inspection and Processing
After receiving your returned merchandise, we will inspect it within 5 business days to verify the condition and issue with the merchandise as described in your request.
After inspection, we will process your request based on the type of return:
Return Processing: After confirming that the merchandise meets the return criteria, we will issue a refund within 7 business days (the refund will be credited to your payment account via the original method; the specific arrival time is subject to the payment institution's processing cycle).
Exchange Processing: After confirming that the merchandise meets the exchange criteria and the desired size is in stock, we will ship the replacement merchandise within 5 business days and provide you with the new tracking number via email.
Repair Processing: If you request a repair, we will ship the merchandise back to you within 7 business days after the repair is completed. We will cover the repair costs.
If, after inspection, the merchandise is found to be ineligible for return or exchange (e.g., it has been worn, the tag is missing, or the issue is untrue), we will reject the return and ship the merchandise back to you in its original condition. You will be responsible for the return shipping costs (we will notify you of the rejection reason and return shipping costs in advance via email).
5. Refund Policy
Refund Amount:
For returns without reason, the refund amount will be the actual purchase price (excluding shipping costs, unless the order is delayed or incorrect due to our fault).
For returns due to quality issues, the refund amount will be the actual purchase price plus any reasonable shipping costs you have prepaid (shipping receipt required).
Refund Method:
Refunds will be made to your original payment method (e.g., credit card refunds to your credit card account, PayPal refunds to your PayPal account).
If the original payment method is no longer available (e.g., your bank card has been cancelled), please specify your new refund account information (must be in your name) when requesting a refund. We will process the refund via bank transfer after verification.
Refund Timeframe:
We will initiate a refund within 7 business days of product acceptance. The specific timeframe for your refund will be subject to the payment institution's processing time (usually 3-15 business days for credit card refunds and 1-5 business days for PayPal refunds).
6. Special Instructions
Logistics Risks:
When returning items, please ensure that the package is securely packaged to prevent damage during transit. If the item is damaged during return shipping due to improper packaging, we will not be able to process a return or exchange, and you will be responsible for the loss.
We recommend that you retain the shipping tracking number and tracking records for your returned items so that you can track or claim if the item is lost.
Cross-border Tax Information:
If your return item is shipped from outside the EU (for example, if you are temporarily in a non-EU country), you will be responsible for any import duties, VAT, and other charges. If the item cannot clear customs due to tax issues, we reserve the right to refuse acceptance, and you will be responsible for any related losses.
Force Majeure:
If the return or exchange process is delayed due to force majeure (such as logistics strikes within the EU, natural disasters, epidemic control measures, etc.), we will promptly notify you and adjust the processing timeframe accordingly. We will not be liable for any breach of contract.
7. Dispute Resolution and Inquiries
If you disagree with the return or exchange processing, you may submit a complaint to us at [email protected] within 15 business days of receiving the notification. We will review the matter and provide a final response within 5 business days.
If you and we cannot reach an agreement on the return or exchange, you have the right to file a complaint with the consumer protection authority in the EU member state where the product was delivered (e.g., Citizens Advice in the UK, Verbraucherzentrale in Germany) or initiate a dispute resolution request through the EU Online Dispute Resolution (ODR) platform.
If you have any questions about this Return Policy, please contact us at [email protected] or visit the "Contact Us" section on lathihong.com. We will provide you with detailed answers.
8. Policy Updates
This Return Policy will be updated from time to time based on revisions to relevant EU regulations and adjustments to our business. Updates will be notified to you via announcements on the lathihong.com website and email notifications. Updates will take effect from the date of publication. If you continue to purchase our products after the policy is updated, it will be deemed that you acknowledge the updated return and exchange policy.