Returns & Refunds
Core Contact
This return and exchange policy is formulated in accordance with the EU Consumer Protection Directive (Directive 2011/83/EU) and subsequent amendments, and applies to all consumers (hereinafter referred to as "you") within the EU/EEA (EEA) who purchase footwear products from QORTEX TRADING CO., LTD (hereinafter referred to as "we"). This policy clarifies your legal rights and the return and exchange procedure, and we promise to strictly comply with the relevant laws and regulations of the EU and its member states to protect your legitimate rights and interests.
Scope of Application: This policy covers all footwear products purchased through our official website (qortexco.com), email orders (office@qortexco.com), and other distance selling channels; for products purchased in physical stores, the supplementary regulations of the member state where the store is located may also apply.
Right to Return Without Reason (Cooling-Off Period)
(I) Term and Applicable Conditions of the Right
According to EU distance selling regulations, you have the right to unilaterally terminate the purchase contract and apply for a return within 14 calendar days of receiving the footwear products without providing any reason. This right applies only to unused, undamaged footwear products in their original condition. Specific requirements include:
(II) Return Process
Application Notification
During the cooling-off period, you can submit a return application in the following ways: ① Send an email to office@qortexco.com, indicating the order number, product name, reason for return, and contact information; ② Log in to the "My Orders" page on the official website and submit a return application online. We will confirm with you within 3 business days of receiving your application.
Product Return
You must send the eligible footwear products to our designated EU return address within 14 calendar days of receiving the return confirmation (this will be notified simultaneously upon return confirmation). Please pack the products properly to avoid damage during transportation.
Shipping Costs
You are responsible for the return shipping costs incurred for returns without a reason. However, if the return is due to product quality issues, discrepancies with the description, or other reasons attributable to us, we will cover all return shipping costs and reimburse the original shipping fee you have already paid. We recommend choosing a courier service with trackable tracking information and retaining the shipping receipt.
Refund Policy
Refund Timeframe
We will process the refund within 14 business days of receiving the eligible returned product (for returns without a reason) or confirming the quality issue (for warranty claims). The refund will be fully returned to your original payment account, including the product payment amount and original shipping costs (except for returns without a reason). We will bear any bank processing fees incurred during the refund process.
Refund Method
Refunds will be processed strictly according to your original payment method (e.g., credit card payments will be refunded to the original credit card, PayPal payments will be refunded to the original PayPal account). We do not offer cash refunds or gift card alternatives unless you request them and both parties agree.
Supplementary Notes on Commercial Warranty
If we offer additional commercial warranty for certain footwear products, this commercial warranty will supplement the statutory warranty and will not replace or weaken your statutory warranty rights. Specific terms of the commercial warranty (such as coverage and claims process) will be clearly stated on the product details page or the accompanying warranty certificate. If the commercial warranty terms are more favorable than the statutory standards, the commercial warranty terms will take precedence.
Dispute Resolution and Contact Information
If you are dissatisfied with the return/exchange processing result, you can further communicate and negotiate with our customer service team at office@qortexco.com. If the negotiation fails, you have the right to file a complaint with the consumer protection agency or dispute resolution body of your respective Member State, or submit a dispute resolution application through the EU Online Dispute Resolution Platform (ODR platform).
Contact Summary
- Return/Exchange Email: office@qortexco.com (Please specify "EU return/exchange application")
- Official Website: qortexco.com (Check return/exchange progress in "Customer Service")
- Company Address: Please fill in your EU contact address or main operating address
Policy Updates and Effectiveness
This policy will be adjusted in a timely manner according to updates to EU and member state laws and regulations. In the event of significant changes (such as adjustments to the warranty period or return process), we will notify you through official website announcements, email notifications, etc. The revised policy will take effect from the date of publication.
Note: Matters not covered in this policy shall strictly comply with the EU Consumer Protection Directive and the relevant laws and regulations of your member state.
