Terms of service

This Service & Support Policy sets out the full scope of pre-sales, in-sales, and after-sales services provided by our Shopify independent store (hereinafter referred to as "we", "us", "our") to customers in North America (the United States, Canada) and the European Union/European Economic Area (EU/EEA). This policy is formulated in strict compliance with the EU Consumer Rights Directive (2011/83/EU), the U.S. Federal Trade Commission (FTC) regulations, and regional consumer protection laws, aiming to clarify service commitments, protect the legitimate rights and interests of customers, and standardize service processing procedures.

1. Pre-Sales Inquiry Service

We provide professional and transparent pre-sales consulting services to help customers fully understand product information before placing an order:

1. We promise that all product details, including specifications, parameters, materials, sizes, colors, and usage instructions displayed on the store page, are true and accurate, without false or misleading descriptions.

2. Customers can send product-related consultation emails to liangxiaowen0822@gmail.com at any time, including product compatibility, usage methods, stock status, order customization, and other questions. We will reply to all valid consultation emails within 48 business hours.

3. We will promptly update product stock and price information on the store page; if there are temporary changes, we will take the initiative to notify customers who have placed orders in a timely manner.

2. Order Processing & Logistics Service

1. Order Processing Time: After the customer completes payment, we will arrange order verification and packaging within 1-3 business days (excluding weekends, local statutory holidays, and peak shopping periods) and hand it over to the logistics carrier for shipment.

2. Logistics Tracking: After shipment, we will send a logistics notification email to the customer, including the order number and logistics tracking number, so that customers can check the real-time transportation status of the package.

3. Shipping Compliance: We fully abide by the cross-border logistics customs clearance regulations of North America and the EU/EEA. For issues such as customs duties and taxes arising from regional policies, we will clearly prompt them on the product page and order settlement page in accordance with local regulatory requirements.

4. Abnormal Order Handling: If the order encounters abnormal situations such as stock shortage, logistics stagnation, and delivery failure, we will take the initiative to contact the customer within 24 hours to negotiate solutions such as replacement, order cancellation, or delayed delivery.

3. After-Sales Support Service

1. Return & Refund Service: Strictly implement the store's special Return & Refund Policy, providing a 30-day return period from the date of receipt. Customers only need to destroy the goods and submit valid destruction photos/videos to the after-sales email, and we will process the full refund in accordance with the prescribed time limit after verification.

2. Product Quality Warranty: In compliance with EU and North American consumer protection laws, we provide a statutory warranty period for product quality problems. For products with non-human-induced manufacturing defects, customers can contact the after-sales email to explain the situation, and we will provide corresponding solutions such as reissue, refund, or compensation according to the actual situation.

3. After-Sales Consultation Response: For all after-sales problems such as order query, return progress, quality feedback, and policy consultation, we will respond to customer emails within 48 business hours and follow up the whole process until the problem is resolved.

4. Customer Information Protection Service

We strictly comply with the EU General Data Protection Regulation (GDPR) and U.S. consumer data privacy laws, and fully protect the personal information of customers:

1. We will only collect necessary customer information (including contact information, shipping address, payment information) for order fulfillment and after-sales service, and will not collect irrelevant personal data without reason.

2. We will take strict technical and management measures to encrypt and store customer information, and will not disclose, sell, or provide customer personal information to any third party without the customer's explicit written consent, except for cross-border logistics customs clearance and legal regulatory requirements.

3. Customers have the right to inquire, modify, or apply for the deletion of their personal information stored by us by contacting the after-sales email.

5. Service Exclusion Clause

The following situations are not covered by our store's service commitments, and we reserve the right to refuse corresponding service requirements:

1. Product damage, failure, or loss caused by the customer's improper use, unauthorized disassembly, accidental collision, improper storage, or non-compliance with product usage guidelines.

2. Return or quality claims submitted beyond the 30-day return period without reasonable reasons.

3. Delays or abnormalities in order delivery caused by force majeure factors such as natural disasters, traffic control, policy changes, and logistics company failures.

4. Service requirements caused by the customer providing wrong shipping address, incomplete contact information, or failing to sign for the package in time.

5. Unreasonable demands that violate the laws and regulations of North America, the EU/EEA, and public order and good customs.

6. Policy Modification & Notification

We reserve the right to adjust and update this Service Policy in accordance with changes in regional laws and regulations and store operation needs. The updated policy will be published on the store's dedicated policy page in a timely manner. If the adjustment involves the core rights and interests of customers, we will notify customers by email. Customers continue to use the store's services after the policy is updated, which shall be deemed as accepting the revised policy content.

7. Contact Information

For all service consultation, after-sales feedback, and information inquiry, please contact our dedicated service email:
Email Address: liangxiaowen0822@gmail.com