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This policy is formulated in accordance with the EU Consumer Rights Directive (2011/83/EU), the E-Commerce Directive (2000/31/EC), and the consumer protection laws of various member states. It applies to all towel products we provide to consumers in the EU (including products sold online through aeonpeak.com and offline trading channels). We are committed to protecting your return and exchange rights in a clear and transparent manner. The following are the specific terms.
1. Return and Exchange Rights and Scope of Application
(I) Legal Cooling-off Period and Return Rights
Unconditional Return: You have a 14-calendar-day legal cooling-off period after receiving your towel product. During this period, you may return the product for a full refund without providing a reason. If your order contains multiple items and they are delivered separately, the cooling-off period will begin on the date you receive the last item.
Quality Issue Guarantee: Towel products have a two-year legal warranty from the date of delivery. You may return or exchange your product at any time for any quality issues such as material defects, weaving defects, or abnormal fading.
(II) Applicable and Exceptional Circumstances
Situations Where Returns and Exchanges Are Accepted
The towel received does not match the order description (e.g., material, size, or color);
The product is defective or damaged during shipping;
Unconditional returns are accepted during the cooling-off period (product condition requirements must be met);
The wrong product or quantity is not correct.
Situations Where Returns and Exchanges Are Not Accepted
The towel has been used, washed, or damaged, affecting resale (e.g., labels have fallen off, stains remain);
Failure to submit a return request after the cooling-off period and there are no quality issues;
The product is damaged due to improper storage (e.g., exposure to sunlight or contact with corrosive substances).
2. Return and Exchange Conditions and Division of Liability
(I) Product Condition Requirements
Towels requested for return or exchange must meet the following conditions:
Unused, unwashed, and in their original packaging (including tags, dust bags, and other accessories);
No odor, stains, damage, or deformation, and no risk of resale;
The accompanying gifts, accessories, and invoice (if any) must also be returned. (II) Costs and Liabilities
Situations Where We Bear Costs (Seller's Responsibility)
We will cover the round-trip logistics costs and import duties (if applicable) for returns or exchanges due to the following reasons:
Product quality defects or discrepancies with the description;
We shipped the wrong product or the wrong quantity;
Additional expenses resulting from failure to inform you in advance of our obligation to bear return costs.
Situations Where You Bear Costs (Consumer Responsibility)
Unconditional returns during the cooling-off period: You will be responsible for return shipping and related customs clearance fees;
Returns or exchanges due to personal reasons involving the wrong size or style;
Repair costs for damage during return due to unauthorized packaging.
3. Return and Exchange Process
(I) Application Timeframe
Quality issues: Applications must be submitted within 30 days of discovery of the defect;
Unconditional returns: Applications must be submitted within 14 calendar days of receipt of the product, and the product must be returned within 14 days of approval;
Wrong product/quality issues: Contact us and provide proof within 7 days of receipt of the product.
(II) Specific Steps
Submitting an Application
Submit a return or exchange request in the following ways:
Website Application: Log in to your aeonpeak.com account, go to "Order Center," select the order, submit a return or exchange request, and specify the reason.
Email Application: Send an email to [email protected], specifying the order number, reason for return or exchange, and contact information, and attach photos/videos of the product (proving the quality issue or condition).
Review and Confirmation
We will review your application within 3 business days of receiving it and provide feedback via email:
Approved: Return instructions will be sent, including a prepaid return label (for seller-related situations) or a return address (for consumer-related situations).
Unapproved: Clearly state the reason for rejection and cite the relevant policy terms.
Product Return
You must ship the product within 14 days of approval and upload the tracking number to the order system or notify customer service.
We recommend using a trackable shipping service and retaining the shipping receipt until the refund or exchange is complete (self-delivered orders must maintain a valid tracking rate of ≥ 95%).
Acceptance and Processing
We will complete acceptance inspection within 5 business days of receiving the returned product, and initiate the subsequent process after satisfactory acceptance.
Refund: The full amount (including the order amount and standard delivery fee) will be refunded within 14 business days after satisfactory acceptance. The refund will be credited to your original payment account.
Exchange: A replacement product will be shipped within 7 business days after satisfactory acceptance, and the warranty period will be recalculated for the new product.
4. Refund and Exchange Instructions
(I) Refund Details
Refund Coverage: Includes the actual purchase price and standard delivery fee. If you choose expedited delivery, any fees exceeding the standard delivery fee will not be refunded.
Delayed Refund: If the product requires quality inspection, the refund may be deferred until the inspection is completed (up to 7 business days).
Currency: Refunds will be made in the currency of your payment. Exchange rate differences will be borne by us.
(II) Exchange Details
Exchanges are limited to products of the same style and specifications. If the original product is out of stock, we can recommend an alternative or offer a refund.
Replacement products will be shipped to the original order address. If you need to change your address, please indicate this when requesting an exchange.
Any import duties incurred during the exchange process will be borne by the responsible party (we bear the seller's responsibility, and you bear the consumer's responsibility).
5. Special Period Policy
(I) Holiday Season Extension
For towels purchased between November 1st and December 25th of each year, the cool-off period will be extended to January 31st of the following year (February 6th of the following year in Spain), ensuring ample time for returns and exchanges.
(II) Oversized Items
For towel sets weighing over 31.5kg or with a packaging length exceeding 175cm (such as bulk hotel orders), we will arrange for a dedicated person to handle returns. Please refer to customer service for detailed instructions.
6. Policy Updates and Dispute Resolution
(I) Policy Updates
We will adjust this policy based on changes in EU regulations and business development. Updates will be prominently posted on the aeonpeak.com homepage. Major changes will be notified via email. The updated policy will take effect from the date of posting. Your continued use of our products will be deemed acceptance of the changes.
(II) Dispute Resolution
If you disagree with the outcome of your return or exchange, you may contact us at [email protected] to resolve the issue. If negotiations are unsuccessful, you may file a complaint with the consumer protection regulator in your member state or submit a dispute through the EU Online Dispute Resolution (ODR) platform.
7. Contact Us
If you have any questions about this policy or require assistance with returns or exchanges, please contact us through the following methods:
Contact Email: [email protected]
Website Support: Log in to aeonpeak.com