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I. Scope of Policy Application
This service policy applies only to users in the EU (including both consumers and corporate customers) using our services and purchasing products through our official website, firmusazd.com. It covers the entire process, from browsing the website, consulting, communicating, ordering, and paying, to after-sales support and privacy protection. Users in non-EU regions using our official website services are subject to our region-specific service policies. Purchases made through authorized third-party platforms are also subject to the service rules of those platforms.
II. Pre-sales Consulting Services
(I) Consultation Channels and Response Time
Online Customer Service: Users can log in to firmusazd.com and click the "Online Customer Service" icon in the lower right corner of the page to initiate a live consultation. Service hours are Monday to Friday, 9:00 AM - 6:00 PM EU time (excluding statutory holidays). General inquiries will be responded to within 5 minutes, and complex inquiries will receive a preliminary response within 30 minutes. Email: Users may send inquiries to [email protected] with the subject line "EU Pre-sales Inquiry - [Keywords]." Our company will respond within 24 hours (EU business days) to answer any questions regarding product materials, dimensions, features, availability, and more.
Phone Inquiries: Users in the EU can call our dedicated hotline (see the "Contact Us" section of our official website for details). Our service hours are the same as our online customer service, and we support communication in four languages: English, German, French, and Spanish, to address urgent or complex inquiries.
(II) Guarantee of Consultation Content
Our customer service staff will provide consulting services based on the actual product information (e.g., material: top-grain cowhide, dimensional tolerance: ±1cm), ensuring that the information provided is truthful and accurate. We will not exaggerate product features or effects, or make false promises (e.g., unrealistic claims such as "never wear-resistant" or "absolutely waterproof").
III. Order Services
(I) Order Creation and Confirmation
When placing an order on our official website, users must accurately fill in their delivery address, contact information, and payment information. The system will automatically generate an order number, and users can check their order status in the "My Orders" section. After submitting an order, the system will send an order confirmation email to the user's registered email address within one hour, confirming the order information (product model, quantity, price, estimated delivery time, etc.).
If there are any anomalies in the order information (such as insufficient product inventory, delivery address outside the EU delivery area, or incorrect payment information), the company will contact the user by email or phone within two business days to negotiate order adjustments (such as replacing a similar product or revising the address) or cancel the order, ensuring the user's right to be informed. (II) Order Modification and Cancellation
Order Modification: Before payment, users can modify their delivery address, contact information, and other information in "My Orders." For orders that have been paid but not yet shipped (i.e., within the 5-7 day shipping period), users must request a modification through online customer service or email. Our company will provide feedback within 24 hours regarding the modification results. (For custom orders, since production has already begun, only the delivery address can be modified; product parameters cannot be modified.)
Order Cancellation: Unpaid orders will be automatically canceled within 48 hours of submission. Users can request a cancellation before shipment for paid, unshipped orders. Our company will issue a full refund to the original payment method within 14 business days of confirming the request. For orders that have already been shipped, cancellation and refund must be processed according to our EU Return Policy.
IV. After-Sales Support Services
(I) Product Quality Issues
If the business bag you received has quality issues (such as missing stitching, damaged hardware, or material not matching the description), you may submit a request for after-sales service within 14 days of receiving the product through the "After-Sales Request" section of our official website or by email. Please provide your order number, photos/videos of the product in question, and a detailed description of the issue.
Our company will review your request within 48 hours of receiving it. Once the quality issue is confirmed, we will provide two solutions:
Free Exchange: The user will not be responsible for return or reshipping shipping costs. Our company will ship a replacement product within 7 business days of receiving the returned product.
Refund: After the user returns the product, our company will refund the full product price and any return shipping costs paid by the user within 7 business days. The refund will be made to the original payment method, and the time of receipt will be subject to the payment institution's regulations. (II) Usage and Maintenance Services
The Help Center section of our official website provides a guide to the use and maintenance of business bags, including cleaning methods (e.g., top-grain cowhide bags require a dedicated cleaner and avoid contact with oil), maintenance tips (regularly apply care oil and avoid direct sunlight), and solutions to common problems (e.g., zipper jams). Users can access this information at any time.
Customers who purchase our high-end business bag series receive one year of free maintenance services (e.g., hardware oxidation repair and minor seam repair). Users must provide proof of purchase and request a pickup (in a core EU city) by email or ship the bag themselves. The bag will be returned to the user within seven business days of completion. V. Privacy and Data Security Services
(I) Data Collection and Use
The Company only collects the necessary information for users to use the official website services, including:
Registration information (name, email address, mobile phone number) for account login, order notifications, and after-sales communication;
Order information (shipping address, payment information) for product delivery and transaction completion;
Browsing and usage data (page views, duration of stay) for optimizing the official website experience and providing personalized recommendations (users can disable personalized recommendations in "Account Settings").
All data collection complies with the EU General Data Protection Regulation (GDPR) and requires explicit user consent (e.g., by selecting the Privacy Policy Agreement during registration). Data will only be used for the agreed-upon purposes and will not be disclosed or sold to third parties (except for authorized logistics providers and payment institutions).
(II) Data Security
The Company uses encryption technology (SSL protocol) to protect user data transmission and prevent theft or tampering during transmission. The official website server is deployed within the EU, complying with data localization requirements, and regularly performs security checks and vulnerability fixes. Users have the right to request access, modification, or deletion of their personal data through the "Privacy Center" on our official website or by email. We will respond and process these requests within 15 business days to ensure user data sovereignty.
VI. Service Complaints and Feedback
If users have complaints regarding our official website services (e.g., untimely responses to inquiries, dissatisfaction with after-sales service), they can send an email to [email protected] (with the subject line "EU Service Complaint - [Order Number / Issue Type]") or call our complaint hotline (see our official website for details). We will establish a dedicated team within 48 hours and provide a solution within 5 business days.
The "User Feedback" section of our official website accepts user suggestions for service improvements. All suggestions will be summarized by our customer service department and submitted monthly to our operations team. For valuable suggestions (e.g., adding new payment methods, optimizing after-sales processes), we will provide feedback and publicly announce an improvement plan within one month.
VII. Policy Updates and Explanations
This service policy is subject to revision based on updates to EU laws and regulations (such as the Consumer Protection Directive and the Data Protection Regulation) and the Company's service optimization efforts. Revisions will be posted on the firmusazd.com homepage and will take effect 7 days after the new policy takes effect. Service activities conducted after the new policy takes effect will be subject to the revised policy.
Any matters not covered by this policy will be governed by relevant EU laws and regulations. In the event of a conflict with the local laws of an EU member state, the local laws shall prevail. Users should carefully read this policy before using the official website services. Continued use constitutes acceptance of all terms and conditions of this policy.
FIRMUSNPVAZD CO., LIMITED