Return Policy

1. Scope of Application This return and exchange policy is formulated in accordance with the EU Consumer Rights Directive (2011/83/EU) and relevant consumer protection regulations of EU member states. It applies to returns and exchanges of large-capacity tote bags sold by ORION TECH TRADE LTD (hereinafter referred to as "our company", website: oriontechbiz.com; contact email: office@oriontechbiz.com) to consumers within the EU/EEA. This policy applies to all purchases made through our website, email, or other legal channels, as long as the delivery address is located within the EU.

2. Return and Exchange Rights

(I) Right to Return Without Reason (Cooling-off Period) According to EU regulations, you have a 14-day no-reason return right (i.e., the "cooling-off period") after receiving a non-customized tote bag. This period is calculated from the day after you actually sign for the goods; if the goods are delivered in batches, the day after the last batch is signed for will be the starting date. During the cooling-off period, you do not need to provide a reason, but only need to ensure that the product meets the following conditions: The product is unused, undamaged, and in its original packaging (including tags, dust bags, accessories, etc.);

The product is free of stains and scratches and does not affect resale; You must also return any invoices, warranty cards, and other relevant documents that were included with the product. If you decide to return the product during the cooling-off period, you must submit a return application to us at office@oriontechbiz.com before the deadline (please specify the order number, product name, reason for return, and contact information). We will reply with the return address and shipping instructions within 2 business days.

(II) Exchange/Return for Quality Issues

If the non-customized tote bag you received has the following quality issues, you can apply for an exchange or return within 2 years of receipt, without being subject to the cooling-off period:

The material of the product does not match the order description (e.g., labeled "canvas" but actually "polyester");

The product has workmanship defects (e.g., loose stitching, broken handles, malfunctioning zippers, etc.);

The size and color of the product are inconsistent with the order confirmation information (excluding reasonable deviations not caused by monitor color differences).

When applying for such a return or exchange, you need to provide us with:

Clear photos or videos of the product problem (showing details of the problem and the order number);

A copy of the receipt and invoice;

The exchange request must specify the information of the product you wish to replace it with (e.g., color, size, which must be consistent with the model of the original order). After receiving your application and supporting documents, we will review them within 3 business days. If the review is approved, and you choose to exchange the goods, we will send you a new product free of charge and cover the shipping costs for returning the defective goods. If you choose to return the goods, we will refund the full amount to your original payment account within 7 business days after receiving and confirming that the returned goods are in good condition (excluding any cross-border payment processing fees incurred at the time of purchase).

3. Return and Exchange Process

Submit Application:You need to send a return and exchange application to office@oriontechbiz.com, including: order number, product name, quantity, return/exchange type (no-reason return / quality issue exchange / quality issue return), contact information, and relevant supporting documents (such as photos of the problem, screenshots of the customized solution);

Review and Confirmation: We will review your application within 2-3 business days, and the review result will be sent via email. If the materials are incomplete, you will be informed of the information that needs to be supplemented;

Product Return: After the review is approved, you need to send the product to our designated address within 7 business days (the address will be provided in the approval email), and synchronize the tracking number to office@oriontechbiz.com after sending it so that we can track the logistics progress;

Inspection and Processing: After receiving the returned product, we will inspect the product status (whether it meets the return and exchange conditions) within 3 business days;

After-sales Completion:** If the inspection is qualified, non-customized no-reason returns will be processed within 7 business days. Refunds will be issued within 1 business day. For quality issues, replacements will be shipped within 5 business days after inspection. For customized products with quality issues, remanufacturing or refunds will be completed as agreed.

4. Cost Responsibility and Precautions

(I) Cost Responsibility

Cooling-off Period No-Reason Returns: You will bear the logistics costs (except for returns due to product quality issues). If you enjoyed the "free shipping" discount at the time of purchase, we will deduct the basic logistics cost of the original order when issuing a refund (the specific amount is subject to the order details).

Quality Issue Returns/Exchanges: We will bear all round-trip logistics costs. You can pay the shipping cost in advance, and after we receive the goods and confirm the quality issue, we will refund the shipping cost (with logistics invoice) along with the purchase price (the shipping cost will not exceed the reasonable market price of ordinary express delivery within the EU).

Customized Product Quality Issues After-Sales Service: All logistics costs and remanufacturing costs will be borne by us, and we will not charge you any additional fees.

(II) Important Notes

If you do not submit a return request within the cooling-off period, or if the returned goods do not meet the conditions stipulated in this policy (such as damaged packaging or obvious signs of use), our company reserves the right to refuse the return or require you to bear the corresponding cost of the damaged goods;

The refund will be returned to your original payment account. The specific arrival time depends on the processing cycle of your payment institution (such as credit card company, PayPal, etc.), which is usually 3-10 business days;

If the goods you purchased are promotional items (such as "limited-time discounts" or "clearance items"), you will still enjoy the corresponding return and exchange rights as long as they meet the conditions stipulated in this policy, and this will not be restricted because they are promotional items;

If you have any questions about the return and exchange process, you can contact our customer service at office@oriontechbiz.com at any time, and we will provide you with assistance.

5. Dispute Resolution and Complaint Channels

If you disagree with our handling of returns and exchanges, you may first attempt to resolve the issue through negotiation with us (negotiation email: office@oriontechbiz.com; we will provide feedback within 5 business days). If the negotiation fails, you have the right to file a complaint with the consumer association (such as Verbraucherzentrale in Germany, UFC-Que Choisir in France, etc.) or dispute resolution body in the country where the goods were received, in accordance with the relevant regulations of EU member states. You may also pursue legal action to protect your rights.

6. Policy Updates and Effectiveness

We will revise this return and exchange policy in a timely manner based on updates to EU consumer protection regulations and business adjustments. The updated policy will be prominently displayed on the homepage of oriontechbiz.com and consumers who have provided their contact information will be notified by email. The policy will take effect 7 days after its publication.

This policy is effective from the date of publication and supersedes all previous return and exchange rules issued by our company for the EU region.