-649x577.png "AEON PEAK CO., LTD")
This policy is formulated in accordance with the EU E-Commerce Directive (2000/31/EC), the Consumer Rights Directive (2011/83/EU), and the compliance requirements for e-commerce platforms. It applies to all purchases of towels and related services through this website. We are committed to providing transparent, standardized, and efficient e-commerce services to consumers in the EU and protecting their legitimate rights and interests. The following are the specific terms of service.
1. Website Service Scope and Commitment
(I) Service Content
This website provides a full range of services, including online display, consultation, ordering, payment, order inquiry, and after-sales service for towel products. These services include:
Product Information Service: Clearly display detailed information on towel products, including material, size, color, craftsmanship, and washing instructions, with high-definition images and specifications, ensuring that the information is true and accurate, and free of false advertising or misleading descriptions;
Consulting and Communication Service: We answer product questions, order issues, and policy inquiries through our website's "Online Customer Service" (weekdays 9:00-18:00 Central European Time) or by contacting [email protected], ensuring that response times comply with this policy;
Transaction Security Service: Utilizes SSL encryption technology to secure payment information and integrates with compliant payment channels (such as Visa, MasterCard, PayPal, and SEPA transfers) to prevent fraud and ensure the safety of your funds;
Order Management Service: Provides an "Order Center" This feature allows you to check order status (pending payment, pending shipment, in transit, pending receipt, completed), logistics information, and after-sales progress in real time, allowing you to stay informed of your transactions.
(II) Service Commitment
Information Transparency Commitment: All towel product pricing, promotional rules, and terms of service (including privacy policy, return policy, and shipping policy) on this website are publicly available, with no hidden fees or additional strings attached. A countdown will be posted on the promotion page three business days before any promotion changes or expiration dates to ensure your right to be informed.
Operational Compliance Commitment: We strictly comply with EU e-commerce regulations and do not sell towel products that do not meet EU safety standards (such as REACH regulations on chemical substance restrictions and textile safety standards). All products are sourced or produced through compliant channels, and relevant quality inspection certificates are available (sent to your email within three business days of request).
Privacy Commitment: Your personal data will be processed in strict accordance with the "AEON PEAK CO., LTD EU Privacy Policy." Your information will not be disclosed or sold without authorization. It will be used solely for order processing, service provision, and compliance purposes. You may exercise your data subject rights at any time.
2. Order Processing Services
(I) Order Generation and Confirmation
Order Generation: After you select towel products on this website, fill in your delivery information, and complete payment, the system will automatically generate an order number, marking your initial order submission. If payment is unsuccessful (e.g., due to a payment timeout or insufficient funds), the order will be placed in a "pending payment" status for 24 hours. If payment is not made within the time limit, the order will be automatically cancelled.
Order Confirmation: We will email an "Order Confirmation" within 12 hours of successful payment, detailing the order number, product information, delivery address, payment amount, and shipping timeframe. If there are any questions about the order information (e.g., incomplete address, product inventory issues), we will contact you within 24 hours for verification and will arrange further processing upon confirmation.
(II) Order Modification and Cancellation
Order Modification: Before an order is shipped, you can request to modify your delivery address, contact number, and other information by following these steps:
Website Self-Service Modification: Log in to the "Order Center," select the order, and click "Change Address." Submit the new information and we will review and confirm it within 1 hour.
Customer Service Assisted Modification: Send an email to [email protected], specifying the order number and the details to be modified. We will provide feedback on the modification within 2 business days.
Order Cancellation:
Unshipped Orders: You can cancel your order after payment but before the order is shipped. Submit a cancellation request through the "Order Center" or contact customer service via email. We will review your request within 3 business days and refund the full amount (including product and shipping costs) within 14 business days upon approval.
Shipped Orders: If the order has already been shipped, returns must be processed according to the "AEON PEAK CO., LTD EU Return and Exchange Policy." Direct order cancellations are not supported.
3. Customer Support
(I) Inquiry Response Time
We provide multi-channel customer support. Response times for each channel are as follows:
Online Customer Service: Inquiries will be responded to within 5 minutes between 9:00 AM and 6:00 PM (Central European Time) on weekdays; within 12 hours on weekdays or after hours.
Contact Email: We will respond to your inquiry email within 2 business days (Central European Time). Complex issues (such as logistics issues) will be resolved within 3 business days.
Website Message: Submit your inquiry through "Customer Service Center - Message Feedback." We will notify you of the outcome within 2 business days via email or website message.
(II) Special Needs Support
Corporate Procurement Support: For bulk purchasing needs from corporate clients like hotels and retailers, we provide dedicated account manager support, including product sample delivery (free of charge, shipping costs are at your expense) and split shipment arrangements. Specific service details can be determined via email.
Accessibility Services: If you have visual or auditory accessibility needs, please contact customer service to request assistance (such as audio product information and large-print order confirmations). We will provide support within two business days.
4. After-Sales Service
(I) Product Quality Issue Handling
If the towels you received have quality issues (such as material defects, weaving defects, or abnormal fading), you can enjoy after-sales service by following the following process:
Application Time: Submit a claim within 30 days of receiving the product.
Application Method: Log in to the "Order Center," select the order, click "After-Sales Request," select "Quality Issue," and upload photos/videos of the product issue, or contact customer service via email to submit a claim.
Handling Process: We will review your claim within 3 business days of receiving it. If the quality issue is confirmed, we will arrange a free return or exchange according to the "EU Return and Exchange Policy," or provide repairs, discounts, or other solutions based on your needs. We will cover all related costs.
(II) Service Complaint Handling
If you are dissatisfied with our service (such as delayed order processing, untimely customer service response, or incorrect shipping information), you may file a complaint through the following methods:
Complaint Submission: Send an email to [email protected], specifying "Service Complaint + Order Number," detailing the complaint and your request. We will register and provide feedback within one business day.
Processing Time: General complaints will be resolved and the results communicated within three business days. Complex complaints (e.g., those involving multiple stages of responsibility determination) will be resolved within five business days. If the processing time is extended, the reason for the extension and the estimated completion time will be notified in advance.
Complaint Feedback: After the complaint is processed, we will confirm your satisfaction with the outcome via email. If you still have objections, you may request a second review, which will be the final decision.
5. Policy Integration and Updates
(I) Integration with Other Policies
This e-commerce website service policy is implemented in conjunction with the following policies, and the relevant terms must be applied in conjunction with them:
Personal Data Protection: We will comply with the "AEON PEAK CO., LTD EU Privacy Policy" to safeguard your information;
Return and Exchange Rights: Product returns and exchanges must comply with the terms and procedures of the "AEON PEAK CO., LTD EU Return and Exchange Policy";
Shipping Services: Order delivery timelines, fees, etc. will be subject to the "AEON PEAK CO., LTD EU Shipping Policy."
(II) Policy Updates
We will update this policy from time to time based on changes in EU e-commerce regulations, website service upgrades, and user needs. The updated policy will be posted on the "About Us - Service Policy" page of this website, and the effective date will be based on the posted date. If the policy changes affect core rights (such as order cancellation rules and after-sales service timelines), we will notify registered users via email. Your continued use of this website will be deemed your acceptance of the updated policy. 6. Dispute Resolution
If a dispute arises between you and us regarding the services offered on this website, we may resolve it through the following means:
Negotiation: We will prioritize communication via email at [email protected] or online customer service to reach a mutually agreeable solution.
Third-party mediation: If negotiation fails, you may apply for mediation with a consumer association or dispute resolution body within the EU.
Legal recourse: You may also initiate legal action in a competent court in your member state in accordance with EU law, or submit a dispute application through the EU Online Dispute Resolution (ODR) platform.
If you have any questions regarding this e-commerce website's service policies or require assistance with related services, please contact us via email at [email protected] or our customer service channels.