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This service policy is formulated in accordance with the EU Consumer Protection Directive, the E-Commerce Directive, and related regulations. It applies to all customers purchasing clothing products through this website in the EU. It aims to clarify the content, standards, and customer rights of the services provided by this website, safeguarding the legitimate rights and interests of customers and ensuring a positive shopping experience.
1. Pre-sales Consultation
Consultation Channels and Response Time: Customers can obtain pre-sales consultation services through the following channels while browsing clothing products on this website (e.g., checking sizing, materials, style details, and availability):
This website's "Live Customer Service" feature (available Monday to Friday, 9:00 AM - 6:00 PM Central European Time, excluding statutory holidays) will respond to inquiries within 5 minutes.
Send inquiries by email to [email protected], and we will respond to your questions within 1 business day.
Information Accuracy: This website ensures that all clothing product information (including product images, descriptions, prices, size charts, material specifications, etc.) is true, accurate, and complete. If product information differs from actual product information due to delays in updating information, we will correct the discrepancy within 24 hours of discovery and notify customers who have inquired about the product in question via website announcements or emails to avoid misunderstandings.
Personalized Recommendation Service: Customers can submit personalized requests for clothing styles, outfit combinations, and other items through pre-sales consultation channels. Our customer service staff will use their professional knowledge to recommend suitable products based on their needs. However, the final purchase decision is entirely up to the customer, and recommendations do not constitute a guarantee of product quality.
2. Order Service
Order Generation and Confirmation:
After customers select clothing products on this website, confirm specifications (size, color, etc.), enter delivery information, and complete payment, the system will automatically generate an order number and send an order confirmation email to the customer's registered email address. The email contains key information such as the order number, product information, payment amount, delivery address, and estimated delivery time. Customers can use the order number to check the order status in the "My Orders" section of this website. If an order cannot be processed due to system failure, temporary inventory changes, or other reasons, we will notify the customer within 12 hours via email or phone (to the number provided by the customer) and assist with resolving the issue (e.g., order adjustments, refunds, etc.).
Order Modifications and Cancellations:
Order Modifications: After payment but before shipment, customers can request changes to the shipping address or product specifications (size or color within the same style) by submitting a modification request through the "My Orders" section or contacting customer service. We will process the request and provide feedback within two business days. If an order has already entered the shipping preparation stage (e.g., packaging and tracking number assignment), order modifications are not possible.
Order Cancellations: After payment but before shipment, customers can request cancellations through the "My Orders" section or by contacting customer service. If the order does not incur logistics costs, we will refund the full amount to the customer's original payment account within 3 working days after confirmation of cancellation; if some logistics preparation costs have been incurred (such as packaging materials, labor costs, etc.), the remaining amount will be refunded after deducting such reasonable costs. The specific deduction amount will be detailed to the customer. 3. After-Sales Support
Return and Exchange Service: Specific return and exchange policies follow the KANHA UK TRADING LTD EU Return and Exchange Policy. This website provides support for after-sales return and exchange procedures:
Customers must submit a return or exchange request through the "My Orders" section if they meet the return or exchange requirements, or email it to [email protected] (please include the order number, reason for return or exchange, and product condition).
We will review your request within one business day of receiving it. Upon approval, we will send you instructions including the return address and logistics requirements.
After completing the return or exchange package according to the instructions, you must share the logistics tracking number with our customer service team. After we receive and inspect the package, we will process a refund or exchange within three business days and notify you of the outcome via email. Product Quality Issue Handling: If a customer receives a garment with a quality issue (such as damaged fabric, missing stitching, significant size discrepancies, or obvious stains), they must email us photos of the product (including overall appearance, details, and packaging) and their order number within 7 days of receipt. We will verify the issue within 1 business day. If the issue is confirmed to be a quality issue, we will provide a free return or exchange, and cover the return shipping costs. If the customer does not wish to return or exchange the product, we can negotiate a discount or compensation, the amount of which will be determined based on the severity of the issue. After-Sales Inquiries and Complaints:
Customers with post-sales inquiries (such as inquiries about return and exchange status, refund receipt issues, product usage suggestions, etc.) can contact us through our customer service channels, and we will respond and answer your questions within one business day.
Customers with complaints regarding website services (pre-sales, order processing, after-sales, etc.) can submit detailed complaints by email. We will accept the complaint within 24 hours, establish a dedicated handling team, investigate the cause of the issue, and provide a solution within three business days. If the complaint takes longer to handle (such as involving third-party logistics liability verification), we will provide regular feedback on the handling progress until the issue is resolved.
4. Website Usage and Technical Support
Website Access Guarantee: We will ensure the stable operation of our website server to ensure that customers in the EU can access the website, browse products, and place orders normally. If the website is temporarily unavailable due to server maintenance, network failure, or other reasons, we will post a notice on the website homepage 24 hours in advance (except for emergency outages, which will be posted within one hour of the occurrence), stating the cause of the outage and the estimated recovery time. We will promptly address the outage to minimize any impact on customers. Account Security and Technical Support:
After registering an account on this website, customers are required to properly safeguard their account information (username and password). We will implement technical measures such as encrypted storage and login verification to protect customer accounts and prevent account information leakage and theft.
If customers encounter any login issues (such as forgotten passwords, inability to log in, or suspected account theft), they can use the "Account Recovery" function on the website or contact customer service for technical support. We will assist customers in verifying their identity (e.g., using a verification code provided by a registered email address or mobile phone number), resetting their password, or conducting an account security check to protect their account rights.
Payment Security: This website uses third-party payment institutions (such as PayPal and credit card payment gateways) that comply with EU payment security standards to ensure the security and encryption of customer funds during the payment process. If any issues such as payment failures or duplicate charges occur during the payment process, customers can contact customer service. We will assist customers in verifying the situation with the payment institution and resolve the payment issue within three business days to ensure the security of their funds. 5. Privacy and Data Protection Services
This website strictly adheres to the "KANHA UK TRADING LTD EU Privacy Policy (Chinese Version)." In providing various services, we collect, process, and store customer personal data (such as name, delivery address, contact information, payment information, etc.) in a lawful and compliant manner. We implement measures such as encrypted transmission, access control, and regular security testing to ensure the security of customer data. We will not disclose customer personal data to third parties without the customer's consent. Customers may exercise their rights to access, correct, and delete their data in accordance with the Privacy Policy. If you have any questions about data protection, please contact our customer service channels.
6. Service Policy Updates and Notifications
Policy Update Mechanism: We may revise this Service Policy based on changes in EU regulations, website service upgrades, business adjustments, and other circumstances. The revised Service Policy will be prominently posted on the homepage of this website for at least 7 days and will take effect upon expiration of the posting period.
Customer Notification Obligation: Upon any Service Policy update, we will send a policy update notification to the email address provided by the customer (if the customer has already placed an order or registered an account on the website) to remind the customer to review the updated content. If customers continue to use this website's services after the policy takes effect, they will be deemed to have acknowledged and accepted the revised service policy. If customers do not accept the revised content, they may cease using the website's services. Existing orders will remain subject to the original service policy.
7. Dispute Resolution
If a dispute arises between a customer and this website regarding service content or quality, both parties shall first resolve the dispute through friendly negotiation, which may be conducted through customer service channels (email, online customer service). If no agreement can be reached through negotiation, customers may file a complaint with a local consumer association in an EU member state or file a lawsuit in a competent court in accordance with relevant EU regulations to protect their legitimate rights and interests.
We are committed to providing professional, efficient, and attentive website services to customers in the EU, and are continuously optimizing our service processes and standards. If customers have any questions or suggestions regarding this service policy, please contact us through our consultation channels. We will listen carefully to your feedback and strive to continuously improve our service quality.