Return policy

1. Eligibility for Returns & Exchanges

• Time Limit: The request must be submitted within 7 calendar days of the user receiving the product. Requests made after this period will not be accepted.
• Product Condition:
  • Insulated cups and regular cups must be unopened, unused, and retain their original packaging (including tags, labels, and protective materials).
  • No scratches, stains, or damage caused by user use (e.g., broken cup bodies, damaged insulation layers from dropping) are allowed.
• Supporting Materials: The user must provide the original order number, clear photos of the product (showing its overall condition and packaging), and a brief description of the return reason.

2. Return & Exchange Process

1. Initiate Request: Send an email to support@bestunisaeuropa.com with the subject line "Return/Exchange + [Your Order Number]". Include the required supporting materials (order number, product photos, return reason) in the email.
2. Store Review: The Store will review your request within 3 working days. If approved, you will receive a confirmation email containing the return address (as listed above) and a unique return reference number (required for shipment). If denied, the email will explain the specific reason.
3. Ship Back Product: Pack the product securely (use original packaging if possible) and clearly mark the return reference number on the outer box. Ship the product to the provided return address; the user is responsible for choosing a traceable logistics service.
4. Verify & Process: Once the Store receives and verifies the returned product meets eligibility criteria:
   • For returns: A full refund (including the original product price) will be issued to your original payment method within 5–7 working days.
   • For exchanges: The Store will ship the replacement product (same model/specification) within 1–3 working days, with no additional shipping fees for the exchange.

3. Responsibility for Return Shipping Costs

• Store’s Responsibility: If the return is due to product quality issues (e.g., insulated cups leaking, regular cups with manufacturing defects) or incorrect product delivery (wrong model/size), the Store will reimburse the return shipping cost. Provide the logistics receipt (showing the amount paid) via email after shipping, and the cost will be refunded along with the product refund or after exchange confirmation.
• User’s Responsibility: If the return is for "change of mind" (e.g., no longer wanting the product, choosing the wrong color but the product is undamaged), the user must bear all return shipping costs. The Store will not reimburse these fees, and no additional charges will be incurred for exchanges.

4. Exceptions & Limitations

• Products that have been used, damaged, or contaminated by the user (e.g., insulated cups with water stains inside, regular cups with scratches from use).
• Customized products (e.g., cups with personalized engravings or prints) unless there is a manufacturing defect.
• Products lost or damaged during return shipping due to improper packaging or non-traceable logistics chosen by the user.
• Returns without the required return reference number (the Store may refuse to accept the shipment or delay processing).

5. Special Notes for Insulated Cup Returns

• After receiving the returned insulated cup, the Store will test its insulation performance (e.g., checking heat retention for 6 hours, cold retention for 12 hours) to confirm no functional damage.
• If the insulation performance fails the test but the product appears undamaged (e.g., hidden defects in the insulation layer), the return/exchange will still be approved, and the Store will cover the return shipping cost.
• If the insulation performance is impaired due to user damage (e.g., dropping the cup leading to a broken inner liner), the return request will be denied.