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Terms Of Service
1. General Policy Principles
This service policy applies to the entire process of ORION TECH TRADE LTD (hereinafter referred to as "our company", website: oriontechbiz.com; contact email: office@oriontechbiz.com) providing sales and related services of large-capacity tote bags to users within the EU/EEA through its official website. It covers core aspects such as order management, product service, logistics and transportation, returns and exchanges, privacy protection, and after-sales support, and serves as an important basis for protecting users' legitimate rights and regulating our service practices.
Our company strictly adheres to the EU's Consumer Rights Directive, General Data Protection Regulation (GDPR), and relevant trade regulations of EU member states to ensure compliance and transparency in all service aspects. This policy complements our EU Privacy Policy, EU Returns and Exchange Policy, and EU Transport Policy, forming a complete service system. In case of any conflict between the clauses of these policies, this service policy shall prevail.
For matters not explicitly stated in this policy, specific policies shall apply.
2. Order Services
(I) Order Generation and Confirmation
When placing an order through the official website, users must accurately fill in their shipping information (name, address, contact information), product specifications (style, color, size), and payment information. Submitting the order signifies acceptance of this service policy and the prices, specifications, and other information displayed on the product details page.
After receiving the order, our company will confirm the order's validity via email (sent to the email address provided by the user when placing the order) within 2 business days. If the product is in sufficient stock, the information is complete, and the payment is successful, the order will be effective immediately. If the product is out of stock, the information is incorrect, or the payment is abnormal, our company will explain the reason in the confirmation email and provide an estimated replenishment time, information modification guidance, or a refund plan, allowing the user to choose the appropriate subsequent processing method. (II) Order Modification and Cancellation
Order Modification: After an order takes effect, if the user needs to modify information such as the shipping address or product specifications, a modification request must be submitted via office@oriontechbiz.com before the goods are shipped. Our company will provide feedback on the modification results within 1 business day. If the goods have already been shipped, the order information cannot be modified. The user can process the return and exchange policy after signing for the goods.
Order Cancellation: Before the goods are shipped, the user can apply for cancellation through the "My Orders" section on the official website or via email. After our company approves the application, a full refund will be issued within 3 business days.
3. Product Services All product information (including material, size, color, function, price, and inventory) displayed on our official website has been rigorously verified to ensure its accuracy. If any discrepancy arises due to system update delays, we will correct the information within 24 hours of discovery and notify you via a pop-up on our website. If an order has already been placed, we will prioritize negotiating a solution with the user (such as adjusting the price or replacing the product). If the user chooses to cancel the order, a full refund will be issued, along with a 5% coupon (valid for 30 days) on the order amount.
4. Logistics and Returns/Exchanges Services
(I) Logistics Services
Our company provides cross-border logistics services to users in accordance with the EU Transport Policy, specifically including:
Shipping Time: Goods will be shipped out within 6-9 business days;
Transportation Time: Transit time within the EU is 15-30 calendar days, with the specific timeframe adjusted according to the delivery address;
Logistics Tracking: After the goods are shipped, users can check the transportation progress on the logistics service provider's website or our company's website using the tracking number received via email; if the transportation is delayed or encounters any abnormalities, please contact customer service at office@oriontechbiz.com, and we will provide a solution within 2 business days.
(II) Return and Exchange Service Users can apply for returns and exchanges in accordance with the EU Return and Exchange Policy. Core services include: No-reason return: Goods can be returned within 14 days of receipt in good condition, with shipping costs borne by the user (except for quality issues); After-sales service for quality issues: If a product has quality issues (such as material mismatch or workmanship defects), a return or exchange can be applied for within 2 years of receipt; Return and exchange process: User submits application → Our company reviews (2-3 business days) → User returns product → Our company inspects (3 business days) → Refund/exchange completed (refund arrives within 7 business days, exchanged product is shipped out within 5 business days).
5. Privacy and Data Protection
Services Our company strictly protects users' personal data in accordance with the EU Privacy Policy.
Core services include: Data Collection: We only collect personal data necessary to provide the services (such as name, contact information, address, payment information), and do not collect data beyond the permitted scope; Data Use: Personal data is used only for order processing, logistics and delivery, after-sales communication, and marketing services agreed upon by the user, and is not shared with third parties indiscriminately (compliant partners must sign a data processing agreement); User Rights Protection: Users have the right to know, the right to access corrections, the right to deletion (the right to be forgotten), and the right to data portability, as stipulated by GDPR. Users can apply to exercise these rights through office@oriontechbiz.com, and we will respond within one month.
6. After-sales Support Services
(I) After-sales Consultation and Complaints
Consultation Service: If users have any questions during the shopping process (such as order inquiry, product consultation, logistics tracking), they can contact customer service at office@oriontechbiz.com. Our company will provide a detailed reply within 2 business days.
Complaint Handling: If users have any objections to the service quality (such as logistics delays, return and exchange review timeouts), they can submit a written complaint (including order number, problem description, and relevant vouchers). Our company will provide a solution within 5 business days. If users are not satisfied with the solution, they can negotiate a second processing or coordinate through the local consumer association in the EU.
(II) Product Warranty Service Our large-capacity tote bags offer a basic warranty service: The warranty period is 1 year. If the product is damaged due to material or workmanship issues (not caused by improper use), the user can apply for free repair or replacement of parts. The logistics costs incurred for repair will be borne by our company. If the product cannot be repaired, we will replace it with the same model or refund the user according to the depreciation ratio (depreciation ratio = (total warranty days - days used) / total warranty days × original price of the product).
7. Policy Updates and Effectiveness
Policy Updates: Our company will revise this service policy in a timely manner based on changes in EU regulations, business adjustments, or user needs. The updated policy will be published in the "Service Policy" section of our official website and will take effect after a 7-day public notice period. Users who have provided their contact information will be notified by email before the effective date.