Sincoole Mall EU Returns and Refunds Policy

1. Scope of Application

2. Conditions for Return Requests (Compliant with EU Consumer Rights Directive)

2.1 Returns for Quality Issues

• Within 6 months of receiving the product: If a quality issue arises, it is presumed that the issue existed at the time of delivery. Sincoole Mall shall bear the burden of proof (to demonstrate that the quality issue did not exist at the time of delivery).
• From 6 months to 1 year after receiving the product: The consumer shall provide preliminary evidence (e.g., photos of the issue, usage records, etc.) to prove the quality problem, and Sincoole Mall shall cooperate with inspections and issue an inspection report.

• Complete purchase proof (including order number, payment records, invoice, and other relevant information).
• A description of the product issue and clear photos/videos as evidence.
• If more than 6 months have passed since receipt, a statement certifying that the product was used without improper operation is required.

2.2 Order Cancellation and Unconditional Returns (EU “Cooling-Off Period” Rule)

• Cooling-Off Period: Starting from the day after the consumer receives the product, the consumer has 14 calendar days to cancel the order and apply for a return without providing any reason. If the consumer does not receive a complete policy statement (including the cooling-off period and return process) at the time of placing the order, the cooling-off period may be extended to 14 calendar days after receiving the policy statement.
• Standards for “Unused Product Condition”:
  • The product itself, original accessories (charger, data cable, warranty card, EU compliance certification documents, etc.), and packaging must be undamaged and complete.
  • No unauthorized repairs or modifications have been made, and the device serial number, CE certification mark, protection level label, etc., remain intact.
  • There are no obvious signs of use (e.g., screen scratches, case wear, etc.), and the product can be restored to its original sales condition.
  • If the product requires activation for use, all personal data must be deleted and the product restored to factory settings (Sincoole Mall may not refuse a return on the grounds that the product has been activated).

2.3 Non-Returnable Situations

• Customized rugged tablets clearly marked as “non-cancelable” (confirmation from the consumer is required at the time of order placement).
• Products damaged due to intentional or gross negligence by the consumer (proof from a third-party inspection agency is required).
• Software products that have been unpackaged and cannot be restored to their original state (e.g., pre-installed special industrial control software; consumers must be clearly informed of this at the time of purchase).
• Return requests submitted after the cooling-off period has expired and without valid quality issues.

3. Return and Refund Process (Adapted for EU Cross-Border Services)

3.1 Initiating a Request

• Email Request: Send an email to [email protected] with the subject line “EU Return/Cancellation + [Order Number]”. The email body must include: full name, address (valid address within the EU), contact information, reason for return, product details (model, serial number), and attachments of purchase proof and relevant evidence.
• Phone Request: Call the customer service hotline at +86-755-23023855 (service hours: Monday to Friday, 9:00 AM – 6:00 PM CET/CEST; adjusted accordingly during daylight saving time). Customer service staff must record the request details and send a written confirmation email within 24 hours.
• Online Request: Submit a request through the “After-Sales Center” on the EU regional official website of Sincoole Mall. The system must automatically generate a request number and provide real-time updates on the progress.

3.2 Review and Confirmation

• Sincoole Mall must complete the review within 3 business days of receiving the request and send the review result via email (including a confirmation letter for approved returns, return address, logistics guidelines, etc.).
• If the request is rejected, the email must include a detailed explanation of the reasons and the relevant EU regulatory provisions relied on, as well as provide channels for the consumer to file a further appeal (e.g., a link to the EU Online Dispute Resolution platform).
• For approved requests, a return address within the EU must be provided. If the product needs to be shipped back to China, Sincoole Mall shall bear all cross-border logistics costs and customs clearance responsibilities, and may not pass these costs on to the consumer. Logistics tracking methods must also be provided.

3.3 Returning the Product

• The consumer must return the product within 14 calendar days of receiving the approval notice. A “Return Application Form” (provided by Sincoole Mall, including the order number, request number, and consumer information) must be enclosed with the package.
• If delivery delays occur due to an incorrect return address or misleading logistics guidelines provided by Sincoole Mall, Sincoole Mall shall bear full responsibility, and the cooling-off period or return timeframe shall be extended accordingly.
• The consumer must keep the logistics tracking number and proof of shipment. Sincoole Mall must synchronize tracking information in real time in the logistics system. If the product is lost or damaged during return shipping, Sincoole Mall shall bear the compensation responsibility (logistics insurance must be purchased, with costs covered by Sincoole Mall).

3.4 Inspection and Refund (Compliant with EU “Refund Timeframe” Requirements)

• Sincoole Mall must complete the inspection of the returned product within 5 business days of receipt and notify the consumer of the inspection result via email.
• If the product meets the return conditions, a refund must be processed within 14 calendar days of the inspection approval. The refund amount must include the full product price (including EU domestic shipping fees and VAT), and no “handling fees” or “restocking fees” may be deducted.
• The refund method must be the same as the original payment method (e.g., credit card, PayPal, etc.). If the original payment method is unavailable, Sincoole Mall must negotiate with the consumer to confirm another compliant refund method (consumers may not be forced to accept non-cash refunds such as vouchers).
• If the product fails to meet the return conditions, a detailed inspection report (issued by an institution recognized by the EU) must be provided when notifying the consumer of the result. The product must be shipped back to the consumer within 5 business days of the consumer’s confirmation, and the consumer shall bear the return shipping fee (the fee amount and payment method must be notified in advance).

4. Shipping and Tax Instructions (EU Cross-Border Compliance)

4.1 Shipping Cost Responsibility

• Returns for Quality Issues/Order Cancellations: All logistics costs (including the cost of the consumer returning the product and the cost of Sincoole Mall shipping a new product or returning the original product) shall be borne by Sincoole Mall. Consumers may apply for reimbursement of shipping costs by providing a logistics invoice, and the reimbursement must be completed within 7 business days of receiving the invoice.
• Unconditional Returns (Within the Cooling-Off Period): The consumer shall bear the basic shipping cost for returning the product, but Sincoole Mall may not charge “additional fees” (e.g., cross-border customs clearance fees, expedited fees, etc.). If Sincoole Mall has promised “free returns” at the time of sale, it shall bear all return shipping costs.
• Non-Compliant Returns: If a return fails to meet the conditions due to consumer reasons (e.g., expired timeframe, damaged product), the consumer shall bear the cost of shipping the product back. Sincoole Mall must notify the consumer of the shipping fee standard in advance (which must comply with EU price supervision requirements).

4.2 Tax Handling

• If a consumer applies for a return and refund, Sincoole Mall must simultaneously refund the EU VAT corresponding to the product (the VAT refund amount and tax identification number must be clearly indicated during the refund process) and assist the consumer in completing the tax refund declaration required by EU tax authorities.
• For customs duties, customs clearance fees, and other costs incurred during cross-border transportation of the product: If the return is due to quality issues or mistakes by Sincoole Mall, the relevant costs shall be borne by Sincoole Mall. If the return is an unconditional return by the consumer, responsibility shall be divided in accordance with EU customs regulations (Sincoole Mall must publicly display relevant customs policies on the mall website in advance).

5. Data Protection and Consumer Rights Protection (Compliant with GDPR)

5.1 Data Collection and Use

5.2 Consumer Appeal Channels

• Contact the EU regional after-sales specialist of Sincoole Mall (email: [email protected]; service hours are the same as the customer service hotline).
• Submit a complaint to the consumer protection agency of the consumer’s country of residence (e.g., Verbraucherzentrale in Germany, DGCCRF in France).
• Initiate a cross-border dispute resolution request through the EU Online Dispute Resolution (ODR) platform (website: ec.europa.eu/odr). Sincoole Mall must cooperate in the mediation process.

6. Contact Information and Service Details

• EU Regional After-Sales Email: [email protected] (prioritizes handling inquiries from EU consumers, with a commitment to responding within 24 hours).
• Customer Service Hotline: +86-755-23023855 (English service available; service hours: Monday to Friday, 9:00 AM – 6:00 PM CET/CEST; adjusted accordingly during daylight saving time).
• Head Office Address: Building E, Kaisheng Wisdom Park, Nanchang No. 3 Industrial Zone, Gushu Community, Bao’an District, Shenzhen City, Guangdong Province, China