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Jentrix Solutions Ltd EU Website Return and Exchange Policy
Company Name: Jentrix Solutions Ltd
Company Registration Number: 20251074048
Official Website: jentrixrug.com
Customer Service Email: [email protected]
This Return and Exchange Policy is based on the EU Consumer Rights Directive 2011/83/EU and relevant member state regulations and applies to EU consumers (hereinafter referred to as "you") who purchase carpet products through the Jentrix Solutions Ltd official website (jentrixrug.com, hereinafter referred to as the "Website"). This policy sets out your return and exchange rights, application requirements, and procedures after purchase. If you have any questions regarding returns or exchanges, please contact us at any time through our customer service email address.
I. Scope and Prerequisites
(I) Applicable Products
This policy applies to all new, unused, standard-size carpet products purchased through this Website.
(II) Timeframe
Unconditional Return: In accordance with EU regulations, you have a 14-day cooling-off period after receiving your product, starting from the date you actually sign for it. During this period, you can request a return without giving a reason.
Return/Exchange for Quality Issues: If the carpet you received has quality issues (such as damaged fabric, misprinted patterns, dimensional deviations outside industry standards, or loose stitching), or if the product significantly differs from the order description, you may request an exchange or return within 30 days of receipt.
(III) Product Condition Requirements
Carpets to be returned or exchanged must be in new, unused condition, free of stains, wear, cutting, or modification, and must be resaleable.
The original packaging (such as dust bag, box, and label) must be intact, along with all accessories (such as anti-slip mats and care instructions). Missing the original packaging or accessories may affect the return or exchange application.
Carpets damaged by improper use, carelessness (such as difficult-to-clean stains, damage caused by external impact), or unauthorized modification will not be eligible for return or exchange.
II. Return and Exchange Request Process
(I) Submitting a Request
You must submit a return or exchange request to us via the following methods. In-person returns without an appointment will not be accepted:
Send your request to our customer service email at [email protected]. The subject line should be "Return or Exchange Request - Order Number." The body of the email should include the following information: order number, your name, contact number, delivery address, reason for return or exchange, desired resolution (return/refund/exchange), and a photo or video of the product problem (if it is a quality issue).
We will review your request within three business days of receiving it and provide you with the results via email or phone. If your request is approved, we will send you a Return or Exchange Confirmation Form containing the return address, shipping requirements, and a return or exchange number (to be included when returning the product). If your request is rejected, we will provide a detailed explanation of the reason. (II) Product Return
You must ship the eligible product and related accessories to the address specified on the Return Confirmation within 7 days of receiving it. You are free to choose the return shipping method. We recommend using a courier service with trackable shipping information (such as DHL, UPS, FedEx, etc.) and retain the shipping tracking number for easy tracking.
When returning the product, please clearly mark your return number and order number on the outside of the package to prevent the package from being misidentified due to missing information.
Note: For returns without reason due to non-quality issues, you are responsible for the shipping costs of the return product. For returns due to product quality issues or our operational errors (such as wrong shipment or missing accessories), we will cover the shipping costs. You can provide us with shipping fee documentation (such as shipping receipts or payment records) after returning the product, and we will reimburse the relevant costs after verification. (III) Product Inspection and Processing
After receiving your returned product, we will inspect the product's condition, accessory integrity, and authenticity of any issues within 5 business days.
If the inspection is successful:
Return Request: We will refund your original payment within 7 business days of the inspection. The refund amount will be the actual purchase price (excluding return shipping costs, which you will be responsible for). The specific time of arrival will be subject to the payment platform or bank's processing cycle.
Exchange Request: We will arrange for the delivery of a new product within 10 business days of the inspection. We will cover the shipping costs of the replacement product.
If the inspection is unsuccessful (e.g., the product shows signs of use, is missing original packaging, is missing accessories, or the quality issue does not match your description), we will refuse the return or exchange and will notify you of the reason by email. We will also ship the product back to you in its original condition. You will be responsible for the return shipping costs.
III. Special Circumstances
If you discover a damaged package, exposed goods, or suspected damage upon receipt, please refuse delivery and contact us immediately ([email protected]). Please take photos of the damaged package and the shipping label. We will file a claim with the shipping company and reschedule or issue a refund.
If you discover damage to your goods after receiving them, please contact us within 48 hours and provide relevant documentation. We will assist you with the shipping company and offer a replacement or return plan based on the extent of the damage.
If your returned goods are lost or damaged during shipping, you will file a claim with the shipping company. We will assist you with any subsequent matters (such as providing proof of order) based on the tracking information and claim results you provide.
IV. Refund Instructions
Refund Method: We will strictly process refunds using your original payment method (e.g., credit card refunds to the original credit card, PayPal refunds to the original PayPal account, and bank transfer refunds to the original transfer account). We do not support changing the refund method or converting to store vouchers.
Refund Amount: The refund amount will be the actual purchase price (including the original price and taxes, but excluding return shipping costs, which you will be responsible for). If you used a coupon or discount code, the refund amount will be calculated based on the actual purchase price after the discount.
Delivery Time: We will immediately issue the refund request after your refund request is approved. The specific delivery time depends on the processing efficiency of the payment platform or bank. Generally, credit card refunds take 3-7 business days, and bank transfer or PayPal refunds take 1-5 business days. If your refund has not been received after 10 business days, please contact us to inquire about the refund status.
V. Contact and Inquiries
If you require assistance with returns or exchanges, or have any questions about this policy, please contact us through the following channels:
Customer Service Email: [email protected] (Business hours: Monday to Friday, 9:00 AM - 6:00 PM GMT; emails will be responded to within 24 hours);
Order Tracking: You can check the status of your order and the progress of your return or exchange request in real time through the "My Account - Order Management" page on this website.
VI. Policy Updates and Effectiveness
We may update this Return Policy based on changes in EU regulations, business adjustments, or evolving consumer demand. The updated policy will be posted on this website's homepage via a pop-up window or announcement and will take effect from the date of posting.
If you have already submitted a return or exchange request before the policy update, the policy in effect at the time of your request will apply. If you purchase products after the policy update, you will be deemed to have understood and agreed to the updated Return Policy.
This policy is a supplemental agreement between you and Jentrix Solutions Ltd regarding returns and exchanges and has the same legal force as your purchase agreement. In the event of any conflict between this policy and the local laws of an EU member state, the local laws will prevail.
Effective Date: This Return Policy takes effect from the date of posting.
Jentrix Solutions Ltd reserves the right of final interpretation of this Return Policy.