1. Service Purpose
Nexushue Trade Ltd strictly abides by the EU Consumer Rights Directive (2011/83/EU) and other relevant regulations, and is committed to providing EU customers with a transparent, efficient, and compliant quality service experience.
2. Service Scope
Pre-sales consultation: product information, inventory query, order confirmation
Order service: payment issues, logistics tracking, customs clearance consultation
After-sales service: return and exchange processing, quality complaints, repair services
Complaint handling: dispute resolution, compensation application
3. Service channels
Email: [email protected] (24-hour reception)
Online form: huexus.com/contact (including multi-language support)
4. Return and exchange service
(Note: linked to the return and exchange policy)
14-day unconditional return (from the date of receipt)
Free return and exchange for quality issues
Return freight compensation process (in compliance with EU regulations)
5. Multi-language support
Provide basic services in English, German, French, and Spanish, and other official EU languages can be communicated through translation tools.
6. Complaint escalation mechanism
Phase 1: Exclusive customer service handling (within 72 hours)
Phase 2: Customer relationship manager intervention (within 5 working days)
Phase 3: Complaints can be made to the European Consumer Center (ECC-Net)
7. Data protection
All service communication records are encrypted and stored
Strictly follow the GDPR data minimization principle
Customers can request deletion of non-essential data at any time
8. Service supervision
Monthly customer satisfaction survey
Quarterly service quality audit report
Annual EU compliance review
9. Policy updates
Changes will be notified in the following ways:
Official website announcement (15 days in advance)
Registered user email notification
Order confirmation page prompt
Contact us: [email protected]