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1. Scope of Policy
This Return and Exchange Policy applies to all footwear products sold by NOVATECH SOLUTIONS INC (hereinafter referred to as "our") to the EU. This policy applies to EU customers who purchased our products through our official website (ntsolutionsin.com) and other compliant channels.
2. Legal Cooling-Off Period Returns
Cooling-Off Period Duration: In accordance with the EU Consumer Rights Directive, EU customers have the right to return or exchange their purchased footwear without any reason within 14 days of receipt (the "cooling-off period").
Return and Exchange Requirements: During the cooling-off period, customers must ensure that the shoes have not been worn or used, are in their original packaging, and that all accessories (such as labels, shoe boxes, and gifts) are included.
3. Returns and Exchanges Due to Quality Issues
Issue Determination: If the shoes received by the customer have quality issues, such as debonding, broken threads, broken soles, or size discrepancies, we will provide a return or exchange service after verification and confirmation.
Time Limit: Customers must submit a return or exchange request within 14 days of discovering the quality issue.
4. Return and Exchange Process
Application Submission: Customers must submit a return or exchange request via the following methods:
Send an email to [email protected]. The email must include the order number, purchase date, reason for return or exchange, product photos (clearly showing the product's condition or any issues), and contact information.
Visit our official website (ntsolutionsin.com) and go to "Customer Service - Return or Exchange Request" to complete the required information and submit.
Review and Confirmation: Upon receipt of a customer's return or exchange request, we will review the request within 5 business days and notify the customer of the review result by email or phone.
Product Return: Upon approval, the customer must return the product to the address and instructions provided by us. Return shipping costs are the customer's responsibility for unconditional returns during the cooling-off period. Returns due to product quality issues are our responsibility (customers must retain the shipping receipt for subsequent reimbursement). Result: After receiving the returned product and inspecting it, we will complete an exchange or refund within 7 business days.
Exchange: We will replace the customer with a qualified product of the same style and size. If the same product is out of stock, we can negotiate an exchange or refund.
Refund: We will refund the customer's original payment method. The refund amount is the actual purchase price (excluding any additional fees incurred by the customer for returns or exchanges, excluding quality issues).
5. Refund Method and Time Limit
Refund Method: We will refund the customer according to the original payment method used for purchase. If paid by credit card, the refund will be made to the original credit card account; if paid by PayPal, the refund will be made to the original PayPal account.
Refund Time Limit: After completing product inspection and confirming that the refund conditions are met, we will issue the refund as soon as possible. The specific time it takes to reach your account depends on the payment institution's processing procedures, but generally takes 3-10 business days.
6. Contact Information
If you have any questions regarding returns or exchanges, please contact us via the following methods:
Email: [email protected]
Official Website: ntsolutionsin.com ("Contact Us")