TERMS & CONDITIONS
Core Contact
This policy, formulated by QORTEX TRADING CO., LTD (hereinafter referred to as "QORTEX", website: qortexco.com, contact email: office@qortexco.com), aims to clarify our company's product supply, compliance assurance, after-sales service, and liability commitments to the EU region (including all EU member states), strictly adhering to relevant EU laws, regulations, and standards to protect the legitimate rights and interests of EU consumers and partners.
Core Compliance Commitments
QORTEX strictly complies with all mandatory EU regulations and standards regarding footwear products, ensuring that every product entering the EU market meets compliance requirements. Core assurances are as follows:
1. Chemical Safety Compliance
Fully compliant with REACH regulations, strictly controlling Substances of Very High Concern (SVHC) and Restricted Substances in footwear materials, including but not limited to hexavalent chromium in leather (limit 3 mg/kg), phthalates in plastic parts (≤0.1%), nickel release from metal parts (≤0.5 μg/cm²/week), and azo dyes (≤30 mg/kg), ensuring that products are free of harmful chemical residues. If the SVHC content in a product exceeds 0.1%, relevant information will be proactively disclosed to downstream suppliers and consumers, and a record will be submitted to the ECHA SCIP database as required.
2. Product Safety Certification
For footwear products with protective functions (such as safety shoes and protective shoes), testing and certification will be completed strictly in accordance with the EU PPE Regulation (Regulation (EU) 2016/425) and corresponding harmonized standards (EN ISO 20345/20346/20347, etc.). The CE mark will be affixed after passing the conformity assessment of an EU notified body. Ordinary everyday footwear complies with the General Product Safety Directive (GPSD 2001/95/EC).
3. Labeling and Information Compliance
We strictly adhere to the EU Footwear Labelling Directive (94/11/EC). Product labels clearly indicate the main materials of the upper, lining/insole, and outsole, EU standard size, country of origin, EU importer information, and necessary certification marks (such as the CE mark). Labels are in English or the official language of the country of sale.
4. Environmental Responsibility Compliance
We actively respond to the EU Extended Producer Responsibility (EPR) system and have completed registration with footwear recycling systems in major EU member states (such as Germany's Stiftung EAR, France's Ecologic System, and Spain's REPSOL), assuming environmental responsibility throughout the entire product lifecycle.
Product Quality and Warranty Service
QORTEX adheres to high-quality production standards, providing EU consumers with footwear products that meet legal requirements and industry standards, and clearly defines the following warranty policies:
Statutory Warranty Commitment
In accordance with the EU Goods Directive (EU) 2019/771, QORTEX provides all EU consumers with a statutory warranty period of at least 2 years (calculated from the date of product delivery). Within the warranty period, if the product has manufacturing defects (non-human-caused damage), consumers can enjoy free repair or replacement; if repair/replacement cannot solve the problem, consumers can request a price reduction or a full refund.
Warranty Scope Definition
The warranty scope covers manufacturing defects (such as glue separation, broken stitches, sole cracking, toe deformation, etc.); it does not cover damage caused by improper use, natural aging, force majeure, or reasonable wear and tear during normal use.
Warranty Application Process
Consumers who discover product issues during the warranty period can: ① Contact the distributor/retailer through the purchase channel; ② Submit an application directly through the "After-Sales Service" section of qortexco.com, or send an email to office@qortexco.com (mark "EU Warranty Application"). We will respond within 3 business days and arrange repair, replacement, or refund. Related logistics costs will be borne by QORTEX.
Additional Commercial Warranty
For some high-end product lines, QORTEX provides commercial warranty services exceeding legal requirements (specific periods and scope are subject to the warranty instructions accompanying the product), covering a wider range of product issues.
Order and Delivery Services
Order Processing
After confirmation of EU orders, production progress and estimated delivery time will be provided within 2 business days. If modifications are needed after order information is confirmed, please contact customer service (office@qortexco.com) 48 hours before shipment; otherwise, delivery time may be affected.
Logistics and Customs Clearance
We cooperate with professional logistics service providers with EU customs clearance qualifications to ensure goods pass through EU customs inspection quickly. We provide complete customs clearance documents to assist EU importers in completing the customs clearance process and reduce customs clearance risks.
Delivery and Tracking
After order shipment, the tracking number and tracking link will be promptly sent to the customer. For major EU member states, standard delivery time is 3-7 business days, with an additional 1-2 business days for remote areas. If delivery is delayed by more than 7 business days due to logistical reasons, customers can contact customer service to apply for corresponding compensation.
Returns, Exchanges, and Complaint Handling
No-Reason Returns
EU consumers can enjoy no-reason returns and exchanges within 14 days of receiving the product (in accordance with EU distance selling regulations). Returns and exchanges must meet the following conditions: the product is unused, undamaged, original packaging and accessories are intact, and it does not affect resale. Customers are responsible for the round-trip logistics costs for no-reason returns and exchanges. Refunds will be returned to the original payment method within 3 business days after receiving and verifying the returned product.
Complaint Handling Mechanism
If consumers have any complaints about product quality or service processes, they can submit detailed information via email at office@qortexco.com or the official website's complaint channel. Our company has established a dedicated EU customer service team, promising to respond to complaints within 2 business days and provide a clear solution within 7 business days. If you are not satisfied with the solution, we can guide you to apply for further processing with your local consumer protection agency.
Information and Technical Support
Product Information Support
We provide detailed product information on our official website (qortexco.com) and in product materials, including material specifications, size guides (EU standard size conversion table), usage and maintenance suggestions, and test report summaries, to help consumers and partners fully understand our products.
Technical and After-Sales Consultation
Our EU customer service team provides multilingual (English, German, French, Spanish) consultation services to answer questions related to product compliance, quality, warranty, and maintenance. Consultation methods: ① Email: office@qortexco.com (responds within 24 hours); ② Online customer service on our official website (real-time response on weekdays 9:00-18:00).
Policy Updates and Explanations
① This policy will be updated in real time according to relevant EU regulations (such as the REACH Regulation, PPE Regulation, Consumer Protection Regulation, etc.). The updated policy will be published on the official website (qortexco.com) and will take effect 30 days after publication.
② If there are any discrepancies between the provisions of this policy and the specific regulations of a particular EU member state, the regulations of that member state shall prevail; in case of any unclear matters, the relevant EU laws and regulations shall apply.
③ The final interpretation of this policy rests with QORTEX TRADING CO., LTD. For any questions, please contact us at office@qortexco.com.
Contact Summary
- QORTEX TRADING CO., LTD
- Website: qortexco.com
- Contact Email: office@qortexco.com
