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1. General Policy
1.1 Scope of Application
This service policy applies only to users in the European Economic Area (EEA), including both individual consumers and corporate customers, who purchase mobile phone cases through SENRI TECHNOLOGY LIMITED's official e-commerce website (unitbuying.com, hereinafter referred to as the "e-commerce website"). It covers the entire service process, from order inquiry and payment to after-sales support.
1.2 Regulatory Basis
This policy is formulated in accordance with the EU's E-Commerce Directive, the Consumer Protection Directive, and relevant e-commerce regulations of each EEA member state to ensure compliance and transparency in all service processes, effectively safeguarding users' rights to be informed, choose, and oversee e-commerce transactions.
1.3 Service Purpose
With a service philosophy of "professional, efficient, and attentive," we provide users with a full-cycle service cycle, from product inquiry to after-sales support, through standardized service processes and clear communication channels, to help users enjoy a high-quality mobile phone case purchasing experience.
2. Pre-Sales Service
2.1 Product Consulting Service
Consulting Channels: Users can obtain product consulting services through the e-commerce website's "Online Customer Service" (real-time response available weekdays between 9:00 AM and 6:00 PM), a dedicated email address ([email protected], response within 24 hours), or the website's message board. Inquiries cover topics such as product materials, compatible devices, and protective performance.
Information Assurance: All phone case product information (such as specifications, images, and prices) displayed on the e-commerce website is accurate and reliable. If a delay in updating information causes user misunderstanding, we will promptly correct the information and provide affected users with a 10% coupon for the order amount (valid for 30 days).
2.2 Order Pre-Review Service
After a user submits an order, the system will automatically review the order information (such as the completeness of the delivery address and the validity of the payment method). If any information is discrepant, the user will be notified via SMS or email to provide additional information. For corporate customers placing bulk orders (≥50 pieces per order), a dedicated pre-sales consultant will be assigned to assist in confirming the order quantity, delivery time, invoicing requirements, and other aspects to ensure that the order meets the company's purchasing requirements.
3. Post-Purchase Services
3.1 Order Tracking
After completing order payment, users can view their order status (e.g., pending shipment, shipped, in transit, pending receipt) in real time in the "My Orders" section of the e-commerce website. Once the package is shipped, the tracking number and logistics partner information will be automatically synchronized, and users can be redirected to the logistics company's official website for detailed shipping details.
If the order status remains unupdated for more than 48 hours, users can contact online customer service or send an email. We will verify with our warehousing and logistics departments within three business days and provide feedback on the progress and resolution.
3.2 Payment and Invoice Services
Payment Security: The e-commerce website supports common EU payment methods (e.g., credit cards, PayPal, and SEPA transfers). All payment processes are processed through encrypted channels to ensure the security of user payment information. If an order payment fails due to a payment system failure, we will assist the user in re-issuing the payment and provide a €5 shipping coupon. Invoice Issuance: Users can choose whether to request an invoice when placing an order. Individual users can provide their name and email address to receive an electronic invoice (sent to the designated email address within 24 hours of order completion). Corporate users are required to provide their business license, tax ID, and other information to receive a VAT invoice (a paper invoice will be included with the package, and the electronic invoice will be sent simultaneously). If the invoice information is incorrect, you can request a reissue within 7 business days of receipt. The reissue fee will be borne by us.
3.3 Order Modifications and Cancellations
Order Modifications: After payment is complete and before the order has been shipped, users can request to change the delivery address or product model. Submit a modification request through the "Order Management" section of the e-commerce website. We will review and respond to your request within 12 hours and confirm the change via email. If the change is successful, only the delivery address can be modified if the order has already been shipped. (Address change fees incurred by the logistics provider may apply, typically 5-10 EUR). Order Cancellation: Orders that have not yet shipped can be canceled at any time. Refunds will be issued within 7 business days of approval via the original payment method. Orders that have already shipped must be canceled before the package arrives at the customs office at the destination. If the cancellation is successful, the package will be returned via the original route, minus the original shipping costs. (If the cancellation is due to quality issues, a full refund will be given without deducting shipping costs.)
4. After-Sales Service
4.1 Return and Exchange Service
We strictly adhere to the "SENRI TECHNOLOGY LIMITED EU Return and Exchange Policy" and provide standardized return and exchange services:
Unconditional Return (Cooling-off Period: 14 calendar days): The user must ensure that the product is unopened and shows no signs of use. Return shipping costs are the user's responsibility (a shipping subsidy of up to 15 euros is available for orders ≥ 80 euros). Refunds will be issued within 7 business days of approved return package inspection. Returns and Exchanges for Quality Issues (within 30 calendar days): Users must provide proof of the product issue (e.g., photos or videos). Once verified, we will cover the shipping costs. We will prioritize expedited delivery (shipping time is shortened to 10-15 calendar days) for exchanges, and refunds will be processed within 5 business days of receiving the returned product.
4.2 Complaints and Feedback
Users dissatisfied with our service may submit complaints through the following channels: the "Complaints and Suggestions" section of our e-commerce website (accepted within 24 hours) or our dedicated email address ([email protected], marked "Service Complaint"). Complaints must include the order number, a description of the issue, and the request. We will assign a dedicated person to respond within 3 business days and provide a specific resolution within 5 business days.
If the user is still dissatisfied with the resolution, they may request escalation, which will be mediated by our customer service manager within 10 business days. If no agreement is reached, the user may submit a dispute through the EU Online Dispute Resolution (ODR) platform, and we will actively cooperate in mediation.
5. Special Service Guarantee
5.1 Exclusive Services for Corporate Customers
We provide exclusive services for corporate customers (annual purchase amount ≥ 1,000 EUR):
A dedicated account manager is assigned to handle order matching, after-sales follow-up, and demand feedback, with 24/7 response time.
We support batch delivery (according to the company's production or sales plan) and free warehousing (up to 30 days, storage fees beyond this period are subject to negotiation).
We provide regular product inventory and new product recommendation reports to help companies optimize procurement plans and reduce inventory costs.
5.2 Emergency Logistics Service
If logistics issues (such as package loss, delay, or damage) affect user experience, in addition to standard solutions, we will provide emergency services:
If the package is lost and the user urgently needs the product: Priority will be given to expedited reshipment, shortening shipping time to 7-10 calendar days, with no additional expedited service fees.
If the logistics delay exceeds 15 calendar days: the user will be compensated with a coupon worth 20% of the order value (valid for a next order, valid for 60 days), and assistance will be provided to expedite the delivery of the package to ensure expedited delivery.
6. Policy Updates and Service Supervision
6.1 Policy Updates
This service policy will be updated based on changes in EU regulations, e-commerce business development, and user needs. Updates will be posted in the "Policy Announcements" section of the e-commerce website homepage for at least 7 days. Update notifications will also be sent to recent orderers via the email address provided with the order. The updated policy will take effect the day after the expiration of the posting period.
6.2 Service Supervision
A service quality supervision mechanism will be established. We will regularly send anonymous service satisfaction surveys to users via email and optimize service processes based on the survey results.
A service supervision hotline will be established (for corporate customers only, weekdays from 9:00 AM to 5:00 PM) to receive user feedback on service staff attitude, response time, and solutions. We will take serious action against any violations and provide feedback to users on the results.
7. Contact Information
For service support or feedback, please contact us through the following methods:
E-commerce Website: unitbuying.com (Online Customer Service, Order Inquiries, Complaints and Suggestions)
Dedicated Email: [email protected] (Response within 24 hours, receipt attachments accepted)
Business Hours: 9:00 AM to 6:00 PM weekdays (Online Customer Service responds immediately; messages left outside these hours will be responded to the next day)