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This Service Policy is formulated in accordance with the EU Consumer Rights Directive, the General Agreement on Trade in Services, and relevant customer service regulations. It defines the end-to-end service standards and guarantees provided by CLOUDREACH TRADE LLC ("we" or "us"). Website: cloudreachtrade.com; Customer Service Email: [email protected]) for tablecloth customers within the EU. This Policy applies to all customers who purchase tablecloth products or inquire about related services through our official website within the EU. 1. Pre-sales Service: Professional Consultation Matched to Your Needs
Product Consulting Services
Consultation Channels and Response Time:
Official Online Customer Service: Log in to cloudreachtrade.com and click the "Online Customer Service" icon in the lower right corner. Inquiries are answered in real time on weekdays (9:00 AM - 6:00 PM Central European Time). Weekday messages are responded to within 12 hours.
Customer Service Email: Send inquiries to [email protected]. A detailed response will be provided within 24 hours (including holidays). Complex inquiries (such as custom tablecloth material selection) will be responded to within 48 hours.
Telephone Inquiry: Customers within the EU can call [please fill in the EU service number] between 9:00 AM and 6:00 PM on weekdays. Voicemails will be returned within 4 hours.
Consultation Coverage:
Product Details: Tablecloth Material (Cotton, Linen, Polyester, Organic Cotton, etc.), Characteristics, Size Specifications, Customizable Patterns, Washing and Maintenance Instructions;
Order Information: Pricing Structure, Promotional Rules, Payment Methods (Visa, MasterCard, PayPal, Klarna, etc.), Security, and Tax Information;
Logistics Information: Shipping Time (Regular 15-30 Days, Expedited 7-12 Days), Shipping Rates (Free Shipping for Orders Over 99 EUR), and Overseas Warehouse Shipping Areas, consistent with the previous EU Transport Policy.
2. Post-Sales Service: Order Follow-up and Updates
(I) Real-Time Order Status Synchronization
Key Milestone Notifications:
Order Confirmation: Within one hour after payment is completed, we will send an Order Confirmation via email containing the order number, product details, price, and estimated delivery time (4-8 calendar days for standard orders);
Shipping Reminder: Within two hours after the package leaves the warehouse, we will send a Shipping Notice with the logistics tracking number, carrier information, and tracking link (consistent with the logistics tracking method in the EU Transport Policy);
Customs Clearance and Delivery Reminder: SMS or email reminders will be sent when the package enters the EU customs clearance stage, arrives at the local logistics outlet, and before delivery is scheduled to ensure customers are informed of the progress. Order Modification and Cancellation Support:
Order Modification: You can request to modify the size and color of your tablecloth within 24 hours of payment (before production begins). Send your request to our customer service email address and we'll confirm your approval within 2 hours.
Order Cancellation: Regular orders can be canceled free of charge within 48 hours of payment (before shipment). Custom orders can only be canceled before production begins. A full refund will be issued within 14 business days of approval (same refund timeframe as per the EU Returns and Exchange Policy). (II) Assistance with Special Needs
Expedited Requests: If customers require shorter delivery or shipping times (e.g., urgently needing tablecloths for a banquet), they can request expedited service. We will coordinate and prioritize production (shortening the turnaround time for custom tablecloths to 7-10 calendar days) and arrange expedited shipping via DHL/FedEx (with a timeframe of 7-12 calendar days). Expedited shipping fees will be confirmed with the customer in advance.
Dedicated Bulk Order Services: For bulk purchasers such as hotels and restaurants (ordering 50 or more tablecloths per order), we assign a dedicated account manager who provides weekly order progress reports, assistance with arrival inspection, and prioritized after-sales support. 3. After-Sales Service: Problem Solving and Rights Protection
(I) Return and Exchange Assistance
Return and Exchange Application Guidance: When a customer requests a return or exchange for an unexplained reason (14-day cooling-off period) or due to quality issues, customer service will email a "Return and Exchange Guide" detailing the application process, required materials (order number, product photos, logistics tracking number), and return address (EU Returns Center).
Progress Tracking and Feedback: Upon receipt of a customer's return or exchange request, we will review it within two business days. Upon approval, we will synchronize the return package's logistics progress in real time. Following inspection, we will notify you of the outcome (exchange shipment time, refund timeframe) within one business day to ensure compliance with the EU Return and Exchange Policy. (II) After-Sales Support for Product Quality Issues
Quality Issue Determination and Handling:
Minor issues (e.g., loose stitching): We will provide free repair instructions or send a repair kit (free shipping). Customers who repair the issue themselves can apply for a 5%-10% refund of the order value.
Serious issues (e.g., fabric damage, dimensional deviation exceeding ±2cm): We will provide a free exchange (shipping within 4-8 calendar days) or a full refund (delivered within 14 business days). Round-trip shipping costs will be covered by us.
Customized tablecloth discrepancies: If the finished product seriously differs from the custom agreement (e.g., incorrect pattern or material), in addition to a free re-production (10-15 calendar days), we will provide an additional 20% of the order value as liquidated damages.
After-sales Service Validity Period: For standard tablecloths, the after-sales service period is 2 years from the date of delivery, and for customized tablecloths, it is 3 years from the date of delivery. All products comply with the requirements of the EU Consumer Goods Safety Directive. (III) Complaint and Dispute Resolution Services
Complaint Acceptance Channels: Customers with objections to services or products may submit their complaints via our customer service email (with "Complaint + Order Number" in the subject line), our EU customer service hotline, or through the "Complaints and Suggestions" section of our official website. We will file a case and assign a dedicated representative within 24 hours.
Dispute Resolution Process:
Initial Negotiation: A representative will contact the customer within 3 business days to propose a solution (e.g., compensation, exchange, or refund).
Secondary Mediation: If the customer disagrees with the initial proposal, we will conduct an internal review within 5 business days, optimize the solution, and provide feedback.
Third-Party Intervention: If no agreement is reached through negotiation, we will assist the customer in contacting an EU consumer dispute resolution agency (e.g., the German Consumer Center or the French DGCCRF), or submit to online mediation pursuant to the EU Online Dispute Resolution Regulation (ODR). The customer will provide all necessary documentation (order records, communication records, etc.). 4. Value-Added Services: Enhanced Customer Experience and Rights
Tablecloth Care and Usage Guidance
Information Provided: A Tablecloth Care Manual (available in multiple languages: English, German, French, and Spanish) is included with every order. This manual details washing temperatures, detergent selection, ironing methods, and stain removal techniques for different tablecloth materials.
Online Guidance: Customers can access video tutorials in the "Maintenance" section of the official website or through customer service channels, including instructions on shrink-proofing wool tablecloths and dry-cleaning precautions for silk tablecloths. Maintenance tips will be regularly sent to the customer's email address.
5. Service Guarantee and Compliance Commitment
(I) Service Quality Supervision
Customer Satisfaction Survey: After each order is completed (including after-sales service), a brief survey (up to 5 questions) will be sent via email to collect customer feedback on the service. Orders with a score below 3 out of 5 will receive a follow-up visit from a customer service manager within 24 hours to analyze and implement improvements.
Service Standard Audit: Monthly sample audits of customer service communication records (emails, online chats, and recorded calls) will be conducted to ensure that response timeliness, service attitude, and professionalism meet the standards of this policy. The audit results will serve as the basis for customer service staff performance evaluations.
(II) Data Security and Privacy Protection
The personal information provided by customers during the service process (name, contact information, address, customer preferences, etc.) will be collected, stored, and used strictly in accordance with the EU Privacy Policy and will not be disclosed to third parties (except as required by law).
Customers may request to inquire, correct, or delete their personal service records at any time through the customer service email address. We will complete the process within one month. In complex cases, the time limit may be extended by up to two months, and the reason will be provided in advance. (III) Compliance Commitment
We strictly comply with the EU Consumer Rights Directive, the Unfair Commercial Practices Directive, and other regulations to ensure that our services are free of false advertising, forced consumption, and unreasonable terms.
If customer rights are damaged due to services not meeting the standards of this policy, we will assume legal liability for compensation, including but not limited to refunds and compensation for losses.
6. Policy Updates and Contact Us
This policy will be updated as appropriate based on EU regulatory revisions, changes in customer needs, and business development. Updates will be posted on our official website, cloudreachtrade.com, and will take effect if no objections are raised within 15 days of posting. Major changes (such as adjustments to service channels and upgrades to member benefits) will be notified separately by email.
For service feedback or policy details, please contact us via the following methods:
Customer Service Email: [email protected] (priority for after-sales service and complaints, with a response within 24 hours).
CLOUDREACH TRADE LLC is committed to being customer-centric and providing high-quality tablecloth product experiences to EU customers through professional, efficient, and attentive service, continuously improving customer satisfaction and trust.