EU Return & Exchange Terms and Conditions

These terms and conditions are formulated in accordance with the EU Consumer Rights Directive (2011/83/EU) and subsequent amendments, and apply to all consumers who purchase our clothing products within EU member states through ANCHOR TRADE LTD's (hereinafter referred to as "our") official website (anchorte.com), offline exhibitions, or other channels. We are committed to strictly complying with EU consumer rights protection regulations and providing you with clear and convenient return and exchange services.

I. Core Rights Explanation

1. Cooling-off Period Right: After purchasing our clothing products, you have a 14-day no-reason return right (cooling-off period). This period is calculated from the date you actually receive the goods; if the order contains multiple items and is shipped in batches, the receipt date of the last item will be used as the cooling-off period. No reason is required for returns during the cooling-off period; you only need to ensure that the goods meet the return and exchange conditions.
2. Quality Assurance Rights: Within two years of receiving your purchased clothing, if any quality issues arise due to non-human factors (such as fabric damage, loose stitching, or significant discrepancies between the size and label), you have the right to request free repair or replacement with the same product. If repair or replacement is not feasible, you may request a full refund or price reduction.

II. Return and Exchange Conditions

(I) No-Reason Return Conditions (During the Cooling-Off Period)

1. The product must be in brand new, unused condition, with all clothing tags and hangtags intact and unremoved, showing no signs of washing, ironing, or alteration, and not affecting our resale. Please take care to protect the product when trying it on to avoid stains or damage.
2. The product and original packaging (such as box, dust bag) must be returned intact, along with proof of purchase (order number, invoice, or receipt).
3. The following products are not eligible for no-reason returns (subject to EU regulatory exemptions):
   - Clothing damaged, soiled, or altered due to your personal reasons.

(II) Conditions for Returns/Exchanges Due to Quality Issues

1. For non-human-caused quality issues, clear photos/videos of the product problem and proof of purchase are required.
2. If you have used the product, you must prove that the quality problem was not caused by improper use.
3. Repair, replacement, or refund requests must be submitted promptly after discovering the quality problem and must not exceed the 2-year warranty period after receipt.

III. Return and Exchange Process

(I) Initiating an Application

1. No-reason return during the cooling-off period: Please contact our customer service within 14 days of receiving the goods through the following methods: Send an email to customer@anchorte.com, with the subject line "EU No-reason Return + Order Number," and the body of the email must include your name, contact information, shipping address, and reason for return (optional); or submit a return request through the "Contact Us" channel on the official website.
2. Returns/Exchanges Due to Quality Issues: Please contact customer service as soon as possible after discovering a quality issue. Send an email to customer@anchorte.com with the subject line "EU Quality Issue Return/Exchange + Order Number," and attach photos/videos detailing the product issue, proof of purchase, and your request (repair, replacement, refund) in the body of the email.
3. We will reply within one business day of receiving your application, confirming whether the application is approved and providing detailed return address and logistics instructions.

(II) Product Returns

1. No-Reason Returns: You will be responsible for the return shipping costs. If we have not clearly informed you of your responsibility for return shipping costs in advance, we will bear the relevant costs.
2. Returns/Exchanges Due to Quality Issues: We will bear the return shipping costs. You can choose a reasonable logistics method to send the item. Please keep the logistics receipt and cost voucher when sending the item, and apply for reimbursement of shipping costs later with the voucher.
3. Please send the item within 14 days after we confirm your return application. Failure to send the item within this period will be considered an automatic waiver of your right to return or exchange the item.

(III) Review and Processing

1. Upon receiving the returned goods, we will complete the review within 3 business days to check whether the goods meet the return/exchange conditions.
2. After approval, the goods will be processed as follows:
   - No-reason return: A full refund of the purchase price will be issued (excluding return shipping costs incurred by you during the cooling-off period). The refund will be returned via your original payment method, and the arrival time will depend on the processing cycle of the payment platform and bank, with a maximum of 14 business days.
   - Exchange due to quality issues: A replacement of the same qualified product will be sent to you within 5 business days. If the same product is out of stock, we will discuss with you whether to exchange for another style or issue a refund.
   - Refund due to quality issues: A full refund of the purchase price and the return shipping costs you paid will be issued. The refund arrival time is the same as above.
   - Repair due to quality issues: Repairs will be completed and the product will be returned within 10 business days. All costs incurred during the repair process will be borne by us.
3. If the review finds that the goods do not meet the return/exchange conditions, we will refuse to process the application and will contact you within 2 business days to inform you of the specific reasons. We will also return the goods to you via the original shipping method, and you will be responsible for the return shipping costs.

IV. Special Notes

1. If we did not clearly inform you of your cooling-off period right at the time of purchase, your no-reason return period will be automatically extended to 13 months after receipt of the goods.
2. Gifts included in the order must be returned together with the main product. If the gift is missing or damaged, its actual value will be deducted from the refund amount.
3. If the goods you purchased are promotional or discounted items, you are also entitled to the return/exchange rights stipulated in these terms, provided they meet the return/exchange conditions. The refund amount will be based on the amount you actually paid.
4. If you disagree with the return/exchange processing result, you can first negotiate with our customer service; if the negotiation fails, you can file a complaint with the consumer protection agency in your country/region, or apply for mediation through the EU Online Dispute Resolution (ODR) platform.

V. Contact Information

These terms and conditions are effective from the date of publication. If relevant EU regulations are updated, we will revise these terms and conditions accordingly. The revised terms and conditions will be prominently displayed on our official website and will automatically take effect after publication.