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1. Introduction
ALEXANDRIA KURZ LLC (hereinafter referred to as "we"; official website: infindshops.com; contact email: [email protected]) prioritizes the needs of EU users and leverages its expertise in the stationery and office supplies supply chain to provide high-quality, end-to-end services to consumers and businesses in the EU. This policy strictly adheres to the EU Consumer Rights Directive, the E-Commerce Directive, and other regulations, clearly defining the scope of service, standards, and safeguards to ensure your rights are fully protected when using our official website services.
This policy applies to all EU users who access services through our official website (infindshops.com), including product inquiries, order placement, and after-sales support. Offline services require a separate service agreement. 2. Service Scope and Target Customers
(I) Service Scope
We provide EU users with a comprehensive service cycle, covering pre-sales, sales, and after-sales. This includes:
Pre-sales: product information consultation, selection advice, and EU compliance (e.g., material environmental standards and import certifications);
Sales: order progress tracking, payment assistance, logistics information synchronization, and customs clearance documentation;
After-sales: return and exchange assistance (see the EU Return and Exchange Policy for details), product quality issue resolution, user guidance, and repair support.
(II) Service Target Customers
Individual Consumers: Individuals within the EU who purchase stationery, office supplies, and other personal products through our official website;
Corporate Customers: Small and medium-sized enterprises, large enterprises, and institutions within the EU. These customers can enjoy exclusive corporate services such as bulk purchase discounts and dedicated delivery plans. They must provide compliance documentation, including proof of business registration, to open a corporate account.
3. Pre-sales Service Standards
(I) Product Information Transparency
All product pages on our official website clearly display core information, including product name, specifications (such as size, material, and applicable scenarios), EU environmental certifications (such as CE and ECOCERT), price, inventory status, and delivery range, to ensure that the information is true, accurate, and not misleading.
If you have any questions about product information (such as whether it complies with specific country environmental standards or whether it supports multilingual manuals), please contact our online customer service or email us. We will provide detailed answers and relevant supporting documents (such as scanned copies of certification certificates) within one business day.
(II) Consulting and Selection Support
General Inquiry Response: Our online customer service (weekdays 9:00 AM - 6:00 PM) provides real-time consultation services. Messages left during non-business hours will be responded to by 9:00 AM the following day. Email inquiries ([email protected]) are guaranteed to be responded to within 24 hours.
4. Post-Sales Service Standards
(I) Order Processing and Tracking
Order Confirmation: After you place an order and complete payment, the system will send an order confirmation email within 1 hour. This email will include the order number, product list, payment amount, and estimated delivery time. If there are any errors in the order information (such as the delivery address or product model), you can contact customer service to modify it within 24 hours. If the order is incorrect after 24 hours, it will be handled based on the order status.
Progress Synchronization: We will proactively synchronize the order progress through each stage of the "Payment Completed - Stock Preparation - Shipment - Customs Clearance - Delivery" process via email or SMS. You can also log in to the "My Orders" page on the official website to check the latest status or contact customer service.
(II) Payment and Logistics Assistance
Payment Support: If you encounter any issues during the payment process (such as payment channel errors or exchange rate calculation issues), please contact customer service for assistance. We support Visa, MasterCard, PayPal, and local EU payment methods (such as Germany's Sofort and France's Carte Bancaire), ensuring a secure and convenient payment process.
Logistics Assistance: Based on the EU Transport Policy, we will match you with the best logistics solution. If you require a specific logistics provider (subject to EU logistics compliance standards) or need to adjust the delivery time, you can submit a request 48 hours before shipment. We will do our best to coordinate and provide feedback within 24 hours.
5. After-Sales Service Standards
(I) Handling Quality Issues
If you discover a quality issue after receiving the product (such as a pen leaking ink, a broken folder clasp, or the material not matching the description), you must submit a customer service request within 14 calendar days of receipt, providing the order number, photos/videos of the product in question, and a detailed description. We will review the issue within 3 business days and provide a solution (replacement, refund, or repair) based on the type of issue (see the EU Return and Exchange Policy for details).
(II) Return and Exchange Assistance
When you request a return or exchange (subject to the EU Return and Exchange Policy), we will provide full assistance, including:
Guidance in completing the return or exchange form, clarifying the required documents (such as the shipping number and product photos);
Providing the return address and shipping label (we cover shipping costs for quality issues; returns without reason are at your own expense);
Tracking the return logistics process. Upon receipt of the returned product, we will complete the refund or exchange within 5 business days.
If you disagree with the return or exchange decision, you may request a second review. We will re-investigate and provide a final solution within 2 business days. (III) User Guidance Service
For more complex office equipment (such as multi-function printers and professional binders), the official website provides video tutorials on how to use the product. You can also request one-on-one remote guidance, where a customer service representative will demonstrate the steps via video call (pre-booked).
Corporate customers purchasing bulk products can request free on-site training (limited to single orders over €500). Training content covers product usage and daily maintenance techniques. Reservations must be made seven business days in advance.
6. Service Guarantee and Complaint Handling
(I) Service Guarantee Measures
Information Security: We strictly protect your personal information and corporate data (see the EU Website Privacy Policy for details). All information collected during the service process is used solely for service provision and will not be disclosed to third parties (except as required by laws and regulations).
Service Quality Monitoring: We have established a service quality monitoring mechanism to regularly assess customer service response speed and problem resolution rates. If you are dissatisfied with the service quality, please submit your feedback to the service monitoring email address ([email protected]). We will review and improve the service within three business days.
Compliance: All service processes comply with relevant EU regulations. If your rights are harmed due to non-compliance with our services, we will assume corresponding compensation liability (such as losses caused by information leakage and reasonable expenses caused by service delays). (II) Complaint Handling Process
Complaint Submission: If you are dissatisfied with our service, you may submit a complaint through the following methods:
Email Complaint: Send a detailed complaint (including order number, description of the issue, and request) to [email protected], with "Complaint + Order Number" in the subject line.
Telephone Complaint: Call the EU service hotline (+44-XXX-XXXXXXX, weekdays 9:00-17:00). Customer Service will record the complaint and generate a complaint number.
Complaint Handling:
We will confirm the details of your complaint within 24 hours of receiving it and provide you with an estimated processing time (within 3 business days for routine complaints and within 7 business days for complex complaints).
We will regularly update you on progress during the processing process and provide you with a written response (via email) upon completion.
Dispute Resolution: If you are still dissatisfied with the handling of your complaint, you may lodge a complaint with the consumer protection authority in your EU member state or request mediation through the EU Online Dispute Resolution (ODR) platform (address: ec.europa.eu/odr). We will actively cooperate with the relevant authorities.
7. Policy Updates and Notices
We will periodically update this Service Policy based on EU regulatory revisions, business development needs, and user feedback. The updated policy will be prominently displayed on our official website homepage under "Customer Service - Service Policy" for at least seven calendar days and will take effect the day after the expiration of the notice period.
If you continue to use our official website services after the policy update, it will be deemed that you have fully read, understood, and accepted the updated terms. You can always visit our official website to check the latest policy or request a copy of the policy through our official email address.
8. Contact Information
For service support or feedback, please contact us through the following methods:
Official Email: [email protected]
Official Online Customer Service: Log in to infindshops.com