Shipping and Return Policy

Welcome to [Website Name] (hereinafter referred to as "this Website"). This Website is operated by [Operating Entity Name] (hereinafter referred to as "we"), with its registered address/primary business address at [Specific Address] and contact information at [Phone/Email]. To clarify the international shipping rules and cross-border return process for products on this Website and to protect the legitimate rights and interests of global users during the shopping process, this policy is formulated in accordance with Incoterms 2020, the EU Consumer Protection Directive, the US Federal Trade Commission Consumer Protection Rules, and other internationally accepted rules and laws and regulations of major regions. Please read and understand this policy carefully before placing an order on this Website. Once you submit your order and complete payment, it is deemed that you have fully understood and agreed to all the contents of this policy and accepted the international trade terms agreed in the order.

I. Shipping Terms

We will strictly follow the international trade terms agreed in the order, relevant international rules, and the laws and regulations of the destination country/region to complete the cross-border delivery service of goods in a timely and secure manner. The following shipping rules are clearly defined to ensure your receiving experience.

(I) International Trade Terms and Shipping Process

1. Terms Agreement: International orders on this website default to DAP (Delivered to Destination, Incoterms 2020) terms. You can choose other applicable terms (such as EXW, FCA, CIP, etc.) when placing your order. Specific rights and obligations are governed by Incoterms 2020. If you choose DAP terms, we are responsible for transporting the goods to your designated destination (excluding unloading and import customs clearance), and the risk transfers upon arrival at the destination. If you choose other terms, the relevant risk transfer points and cost allocation are subject to the terms agreed upon.

2. Order Confirmation and Goods Preparation: After you complete payment, we will complete order review, goods inventory, and preparation of special packaging for cross-border transportation within 24-48 hours. Packaging will comply with international shipping standards. Ordinary goods will use waterproof, abrasion-proof, and shock-resistant packaging. Fragile items will be further reinforced with foam, bubble wrap, and a wooden frame. High-value goods will use multi-layered cushioning packaging, tamper-evident treatment, and insurance. All necessary customs clearance documents, such as commercial invoices and packing lists, will be included to ensure the safety of goods during cross-border transportation and smooth customs clearance to the greatest extent possible.

3. Logistics and Customs Clearance: We will select compliant and stable international logistics partners such as DHL, UPS, FedEx, and DPD for delivery. After shipment, the system will automatically send the tracking number and logistics tracking link to your registered mobile phone number and email address. You can track the shipping status in real time through the logistics company's official platform or through "Personal Center - Order Management" on this website. According to the DAP terms, we are responsible for export customs clearance and related costs, while you are responsible for import customs clearance and any resulting tariffs, VAT, handling fees, etc. If the order specifies other terms, the responsibility and costs for customs clearance will be divided according to the corresponding terms.

4. Delivery Time: International order delivery time is affected by factors such as destination distance, customs clearance efficiency, and logistics capacity. The specific delivery time is as indicated on the order page. Specifically, delivery time to North America and major European countries (such as the United States, the United Kingdom, Germany, and France) is 5-10 business days; to other parts of the Asia-Pacific region, it is 7-12 business days; and to South America, Africa, and remote countries/regions, it is 12-20 business days. Delays in customs clearance are not considered a breach of contract on our part, and we will do our best to assist in tracking the customs clearance progress.

(II) Delivery Costs and Related Expenses

1. Cost Allocation: Cost responsibility is allocated according to the international trade terms agreed upon in the order. Under the default DAP terms, we bear the costs of goods preparation, packaging, export customs clearance, and international transportation; you are responsible for import customs clearance fees, tariffs, VAT, destination unloading fees, and last-mile delivery costs (if any). For other terms, cost allocation will be implemented according to the Incoterms 2020 standard, and the cost items and estimated amounts you are responsible for will be clearly listed when placing your order.

2. Fee Discounts and Insurance: Orders exceeding a certain amount (e.g., $200 USD/€150 Euro) are eligible for international shipping fee reductions. Shipping policies during special promotional periods (e.g., free international shipping on orders over a certain amount) are subject to the information published on the promotion page. For high-value items, we recommend purchasing logistics insurance. Insurance fees are charged as a percentage of the item's value (e.g., 0.5%-1%). If the goods are lost or damaged during transit, compensation will be paid according to the insured amount.

(III) Handling of Abnormal Delivery

1. Delivery Delays: If delivery exceeds the agreed-upon timeframe due to our delayed stock preparation or the subjective fault of our logistics partners, we will provide corresponding compensation based on the duration of the delay (e.g., coupons, shipping subsidies, etc.). If delays are caused by reasons beyond our control, such as natural disasters, war, policy adjustments, or customs clearance procedures, we will not be liable for breach of contract, but we will promptly inform you of the progress and assist in coordination.

2. Lost/Damaged Package: Upon receiving your package, we recommend opening and inspecting it immediately and taking video evidence. If you find any damage or shortage of goods, please note the situation on the delivery receipt and have the logistics personnel sign to confirm. According to Incoterms 2020 rules, for package loss or damage occurring before the transfer of risk, we will be responsible. We will assist you in contacting the logistics company to apply for compensation within 24 hours and arrange for a replacement, replacement, or full refund within 3 business days, with all related costs borne by us. For losses occurring after the transfer of risk, you will need to claim compensation from the logistics company or insurance company yourself, and we will provide the necessary assistance documents.

3. Incorrect/Changed Address: If delivery fails, the package is returned, or secondary transportation is required due to inaccurate delivery address or contact information provided by you, you will be responsible for all costs incurred, including round-trip shipping, storage fees, customs clearance fees, etc. You can contact customer service to modify the delivery address within 2 hours of placing your order. After this time limit, address modifications may not be effective or may incur additional fees, subject to the information provided by customer service and the logistics company's rules.

II. Return Policy

We strictly adhere to the EU Consumer Protection Directive, the US Federal Trade Commission Consumer Protection Rules, and other mainstream regional regulations, combining them with international business practices to protect your legally entitled rights to return and exchange goods. The following cross-border return rules are clearly defined, simplifying the process and clarifying responsibilities.

(I) Right to Return Without Reason (Cooling-Off Period)

1. Time Limit and Scope of Application: For EU users, there is a 14-day cooling-off period from the date of receipt of the goods, during which the order can be cancelled and the goods returned without giving a reason; for US users, the no-reason return period is 30 days, subject to supplementary application according to state law; for users in other regions, the no-reason return period is 7 days. The following items are not eligible for no-reason returns:

- Items custom-made for you (e.g., items with custom engraving, exclusive sizes, or personalized designs);

- Perishable goods (e.g., fresh fruits and vegetables, flowers, short-shelf-life foods) and items requiring refrigeration or freezing;

- Digital goods such as opened audio-visual products, computer software, and game accounts, or single-use sealed items whose quality is affected after opening;

- Time-sensitive publications such as newspapers, periodicals, and magazines;

- Personal care products such as intimate apparel, cosmetics, and skincare products that may affect hygiene and safety after opening (you acknowledged this at the time of purchase);

- Electronic digital products and luxury goods whose value has significantly decreased after activation or trial use, and you acknowledged this clause at the time of purchase;

- Items damaged, stained, or unable to maintain their original quality, function, or packaging integrity due to improper use by you.

- Custom-made goods (e.g., custom engraving, custom-sized items);

- Perishable goods (e.g., fresh fruits and vegetables, flowers, pet food);

- Digital goods such as downloaded or opened audio-visual products and computer software;

- Time-sensitive goods such as delivered newspapers and periodicals;

- Goods that may affect personal safety or alter product quality after opening (e.g., intimate apparel, cosmetics);

- Goods that significantly depreciate in value after activation or trial use (e.g., electronic digital products, game account recharge cards), provided you acknowledged and understood these terms at the time of purchase.

2. Return Requirements: Returned goods must be in their original quality and function, with the product itself, accessories, gifts, original packaging, commercial invoice, customs documents, etc., all intact, without any human-caused damage, stains, scratches, or signs of use, and must not affect resale or cross-border re-export. If the product packaging is damaged or accessories are missing, we reserve the right to deduct the corresponding depreciation fee; the specific amount will be reasonably calculated based on the condition of the goods and communicated to you.

3. Fees and Refunds: For returns without a reason, all related costs, including round-trip shipping, customs clearance fees, and duties, are the responsibility of the customer in the EU and South Korea. Customers in the US can enjoy door-to-door pickup service; fees are based on the logistics company's standards. After receiving the returned goods and completing inspection and customs clearance procedures, EU customers will receive a full refund within 14 business days, and customers in other regions will receive a refund within 7 business days. Refunds will be processed through the original payment method, and the arrival time depends on the payment platform and bank's cross-border processing rules (usually 3-7 business days).


(II) Returns Due to Quality Issues (Defect Guarantee)

1. Applicable Circumstances and Time Limits: For goods with quality issues (such as performance failure, material mismatch, workmanship defects), serious discrepancies with the product description, or failure to meet the agreed purpose and international quality standards, EU users can assert their rights within 2 years of receipt, requesting repair, replacement, return, or refund; US users have a 1-year time limit for returns due to quality issues, with some categories subject to the "Three Guarantees" rules; users in other regions can apply for returns due to quality issues within 30 days of receipt.

2. Return Requirements: You must provide clear photos and videos (showing the affected area, the full appearance of the product, and order information) as evidence within the time limit to facilitate our quick review and confirmation. When returning the goods, you must send back the product itself, accessories, packaging, invoice, and relevant customs clearance documents, ensuring all items are complete, and cooperate by providing necessary identification information and customs clearance assistance.

3. Costs and Handling: We will bear all costs incurred due to product quality issues, including cross-border shipping, customs clearance fees, and tariffs. After we verify and confirm the quality issue, we will provide you with a solution within 2 business days (full refund, replacement of the same product, replacement of a product without quality issues, or repair). You can choose the option you prefer. If you choose a refund, the refund process will be initiated immediately after the product is accepted, and all fees you have paid (including the price of the product, international shipping costs, customs duties, etc.) will be refunded.

(III) Return Process

1. Application Initiation: You need to log in to "Personal Center - Order Management" on this website within the corresponding time frame to initiate a return application, fill in the reason for return, upload relevant supporting documents (mandatory for quality issues, not required for returns without a reason), and wait for customer service review after submission. Cross-border returns require advance application. Unauthorized returns may result in customs clearance issues, rejection, or fee disputes, and you will bear the related losses.

2. Review and Return: We will complete the review of the return application within 24 hours. After approval, we will send you a unique return authorization code (RMA), return address (overseas warehouse or domestic customs clearance warehouse), shipping instructions, and templates of documents required for customs clearance via email. You must return the goods within 7 calendar days (14 calendar days for EU regions) after approval, following the instructions and marking the RMA code. Failure to return the goods within this period will be considered an automatic withdrawal of the application.

3. Acceptance and Processing: After receiving the returned goods, we will complete the acceptance and customs clearance procedures within 3-5 business days. If the acceptance is successful, the refund, replacement, or exchange process will be initiated as agreed. If the acceptance is unsuccessful (e.g., damaged goods, missing accessories, affecting resale, no RMA code), we will contact you through customer service to explain the reason and discuss a solution. If no solution is reached, the goods will be returned to you via the original shipping method, and you will bear all cross-border shipping costs incurred.

III. Other Terms

1. Policy Revision: Due to updates to laws and regulations, business adjustments, or service optimizations, we may revise this policy. The revised policy will be published in a prominent position on this website (such as the bottom of the homepage, the order page) and will indicate the effective date. If the revision involves your core rights, we will notify you in advance via SMS, in-app messages, etc. Your continued shopping on this website constitutes your agreement to the revised policy.

2. Dispute Resolution: The interpretation and application of this policy shall primarily follow the international trade terms agreed upon in the order and the laws and regulations of the destination country/region; where no explicit agreement is made, the United Nations Convention on Contracts for the International Sale of Goods (CISG) shall apply. If any dispute arises between you and us regarding the performance of this policy, it shall first be resolved through friendly negotiation; if negotiation fails, it may be submitted to [name of arbitration institution, such as the China International Economic and Trade Arbitration Commission] for arbitration in accordance with its current arbitration rules. The arbitral award shall be final and binding on both parties.

3. Contact Information: If you have any questions, suggestions, or complaints regarding shipment or returns, please contact us through the following methods:

-WhatsApp：+8613560748542
 
-Telephone: +8613560748542

- Email: boltte@boltte.com

- Address: No. 23, Renmin West Road, Kengzi, Pingshan District, Shenzhen, 6152-1-2, Pingshan Avenue