1.1 These refund rules apply to physical goods sold by ARVENSO TRADE LTD to consumers in the European region; for refunds regarding digital subscriptions or online services, please refer to the separate "Subscription and Auto-Renewal Terms."
1.2 "Consumer" refers to a natural person who places an order for personal, family, or non-commercial purposes; corporate procurement orders are not subject to these consumer protection refund terms and are governed by separate commercial agreements between the parties.
1.3 Regions outside the EEA: Refers to the United States, Asia-Pacific, and other countries/regions not part of the EU/EEA. Refund rules for digital subscription services in these regions are governed by the terms herein and are not subject to the EU's 14-day "cooling-off" period.
2. EEA / EU Region: Statutory 14-Day Right of Withdrawal (EU Mandatory)
2.1 You have a **14-day cooling-off period starting from the day you receive the goods**, during which you may cancel your order and request a return and refund without providing a reason.
> Note: Digital products, customized items, and sealed goods that have been unsealed are excluded from the 14-day "no-reason" withdrawal right (see Section 4: List of Exemptions).
2.2 How to exercise the 14-day right of withdrawal:
- Submit a return request via the website's customer portal;
Please include your order number, purchaser's name, and contact email in your request. We will send a return confirmation receipt upon receiving your request.
2.3 Return shipping costs:
- If there are no quality issues with the product itself, the consumer bears the return shipping costs;
- If the product has quality defects, or was shipped incorrectly or incompletely, we bear the return shipping costs.
2.4 Refund timeframe: Once we have successfully received the returned goods and completed inspection, the refund will be processed via the original payment method within **14 calendar days**. 3. Refund rules for digital subscriptions outside the EEA (e.g., USA, Asia-Pacific)
3.1 New subscription orders: A full refund may be requested within **7 calendar days** of placing the order, provided that paid features have not been used extensively.
3.2 Auto-renewal charges: Refund requests submitted within **7 calendar days** of a successful charge will be accepted for processing.
3.3 Once the aforementioned 7-day window has passed, **refund requests for the current billing cycle will no longer be accepted**.
4. Product types in the EEA region excluded from the 14-day right of withdrawal
In accordance with EU regulations, the following product categories are **not eligible for the 14-day "cooling-off" period (return without reason)**:
1. Customized products: Items made to order based on specific customer dimensions, designs, or requirements;
2. Sealed products that cannot be resold after unsealing (e.g., intimate items);
3. Digital content and online subscription services (where service provision has commenced with the user's prior consent);
4. Perishable goods;
5. Products that have already been installed;
6. Products that show signs of significant wear or use beyond what is necessary for inspection, resulting in a loss of value.
Even if the 14-day return-without-reason policy does not apply, you retain your statutory rights regarding product quality and warranty claims should a defect exist.
5. Refund exclusions applicable to all regions
5.1 **No pro-rated refunds for unused days mid-cycle**: If you voluntarily cancel your subscription during a paid billing cycle, your subscription benefits remain active until the end of that cycle, and no refund is issued for the remaining unused days.
5.2 We reserve the right to reject refund requests if the account has violated the User Agreement (including, but not limited to, service abuse, malicious or repeated refund requests, fraud, etc.).
5.3 One-time purchase (lifetime) products: No refunds are issued after the 7-day cooling-off period following the order. 6. Refunds for Product Quality Issues (Physical Goods)
6.1 If a product has quality defects, sustains damage during shipping, or does not match the order description, you may request a repair, replacement, or refund within the statutory warranty period.
6.2 Please contact customer service as soon as the issue is discovered and provide photographic or video evidence (showing the damaged area, outer packaging, and order details).
6.3 If the issue is verified to be our responsibility:
- You may choose a full refund, a replacement with a new item, or an exchange;
- ARVENSO TRADE LTD will cover the associated round-trip shipping costs.
7. Partial Refund Scenarios
7.1 Partial order returns: A refund will be issued only for the returned items; the cost of the items kept will not be refunded.
7.2 Damaged or devalued items: If returned items show signs of wear, staining, or missing accessories beyond what is expected during normal inspection, we reserve the right to issue a partial refund after deducting the value of the loss.
8. Refund Exclusions (Physical Goods)
We reserve the right to reject refund requests in the following situations:
1. The 14-day "cooling-off" period has expired, and there are no quality issues with the product;
2. Product malfunction or damage caused by human error, misuse, or improper storage;
3. The product is lost, not returned according to instructions, or the return tracking number cannot be provided;
4. The item was clearly marked as a clearance or imperfect product at the time of purchase (defects were prominently disclosed on the product page);
5. Bulk purchase orders by corporate clients where the contract stipulates otherwise.
9. Refund Payment Details
9.1 Refunds will be returned via the original payment method used when the order was placed (e.g., credit card, PayPal).
9.2 Any transfer fees or currency exchange rate differences charged by banks or payment service providers are not covered by us.
9.3 The time it takes for the refund to reach your account depends on the payment provider (typically 3–10 business days); we have no control over the payment platform's processing speed. 10. Pricing Errors
In the event of an obviously incorrect, extremely low price caused by a human clerical error on the website, ARVENSO TRADE LTD reserves the right to cancel the order and issue a full refund without incurring any further liability for compensation.
11. Dispute Resolution
In the event of a consumer dispute between the parties:
- Consumers in the EU/EEA may submit a dispute for mediation via the EU Online Dispute Resolution (ODR) platform. This process is governed by the consumer protection laws of the EU member state where the consumer resides.
- Disputes arising outside the EEA shall be handled in accordance with the jurisdiction provisions set forth in the website's User Agreement.
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