CIELO & CRAFT LTD (hereinafter referred to as "we") complies with the EU Consumer Rights Directive and relevant UK consumer rights laws and regulations, providing you with a 14-day cooling-off period for returns and exchanges to ensure your legal rights. This policy applies to all handbags, crossbody bags, laptop bags, and travel bags purchased through our official website (cielocraftltd.com) and other legitimate channels. It aims to clarify the return and exchange process, conditions, and responsibilities, providing you with a convenient and worry-free after-sales experience.

Please read this policy carefully before applying for a return or exchange. If you have any questions, please contact us using the contact information at the end of this document.

I. Core Return and Exchange Periods

1. 14-Day Cooling-Off Period: Calculated from the day after you sign for the package, you can apply for a no-reason return or exchange within 14 calendar days (no reason required). Failure to do so within this period will be considered an automatic waiver of this right, and we reserve the right to refuse the return or exchange application.
2. Return Logistics Timeframe: You must return the product to the designated address within 14 calendar days of informing us of your intention to return or exchange the product. Failure to return the product within this period will automatically invalidate the return/exchange application.
3. Processing Timeframe: After receiving and inspecting the returned product, we will process your refund/exchange application within 14 calendar days. The specific arrival time or shipment time depends on the payment channel and logistics timeframe.

II. Return/Exchange Conditions

(I) No-Reason Return/Exchange Conditions

For returns/exchanges without quality issues, the following conditions must be met simultaneously:

1. The product must be in brand new, unused condition, free from wear, stains, scratches, and damage to hardware accessories and leather surfaces, and must not affect resale.
2. The original product packaging, tags, labels, dust bag, instruction manual, and all accessories (such as shoulder straps, hardware ornaments, etc.) must be returned intact. Missing any part will affect the return/exchange review.
3. Products must be properly packaged to avoid damage during return shipping. We reserve the right to refuse returns or exchanges due to improper packaging.

(II) Conditions for Returns/Exchanges Due to Quality Issues

If the product has quality issues (such as cracked leather, loose stitching, faulty hardware, or dimensions not matching the description), the following conditions must be met:

1. An application must be submitted within 14 calendar days of receipt, providing clear photos, videos, and order screenshots as evidence.
2. The quality issue must occur under normal use and is not caused by human error, misuse, modification, or improper maintenance.
3. Original packaging is not strictly required (but it is recommended to retain it as much as possible), but the main body and core components of the product must be intact for our inspection and verification.

(III) Circumstances Where Returns/Exchanges Are Not Accepted

We reserve the right to refuse return/exchange applications in the following situations:

1. The 14-day cooling-off period has expired, or the product is not returned within the stipulated timeframe.
2. Products that are used, worn, stained, damaged, or missing tags or accessories, affecting resale.
3. Damage caused by human factors, including but not limited to misuse, dropping, crushing, modification, unauthorized repairs, and improper maintenance.
4. Product damage caused by force majeure (such as natural disasters or unexpected logistics transportation accidents), and not due to our quality issues.

III. Return and Exchange Process

1. Application Initiation: To return or exchange products, please submit an application via email to care@cielocraftltd.com, indicating the order number, product name, reason for return or exchange, and contact information, and attach proof of the problematic product (photos/videos are required for quality issues).
2. Review and Confirmation: We will review your application within 2 business days. If approved, we will notify you of the return address, contact person, and shipping instructions via email; if not approved, we will explain the specific reasons.
3. Product Return: Please return the product to the address provided. Return shipping costs are borne as follows: For quality issues, we will cover the shipping costs (you must choose regular logistics and submit the shipping receipt for reimbursement); for returns without a reason, you will bear the shipping costs yourself.
4. Inspection and Processing: After receiving the product, we will complete the quality and condition inspection within 3 business days. If the inspection is successful: returned products will be refunded via the original payment method; replacement products will be shipped as soon as possible. If the inspection fails, the product will be returned to you, and no return or exchange will be processed.

IV. Refund and Exchange Instructions

1. Refund Instructions: Refunds will be returned via the original payment method, including the product price and shipping costs incurred for quality issues; for returns without a reason, only the product price will be refunded, and we will not cover the return shipping costs. The refund arrival time depends on the processing time of the payment platform and bank, usually 3-5 business days.
2. Exchange Policy: Exchanges are only supported for products of the same style and specifications. If the style is out of stock, other styles can be exchanged (with price difference payment or refund), or the product can be returned. We will handle the logistics for exchanged items, with the same delivery time as regular orders.

V. Other Notes

1. Matters not covered in this policy will be handled in accordance with relevant EU and UK laws and regulations. If the laws and regulations have stricter provisions, those laws and regulations shall prevail.
2. We reserve the right to revise this policy based on business adjustments or regulatory updates. Revised policies will be prominently displayed on our official website and will take effect from the date of publication.
3. Please be sure to include your order number when returning products to avoid delays in processing due to missing information. We are not responsible for products lost or damaged during the return process. We recommend choosing a courier service with tracking and insurance services.

VI. Contact Information

For inquiries regarding returns and exchanges, submitting applications, or providing feedback, please contact us through the following methods:

CIELO & CRAFT LTD values the after-sales experience of every customer and will do its utmost to protect your legal rights. Thank you for your understanding and support.