Welcome to TECHFUSION TRADE SARL's products and services. To ensure a clear and secure experience when purchasing our tableware and kitchenware, we have developed this Service Policy, which includes important information such as our Privacy Policy, Shipping Policy, and Return Policy. Please read it carefully before using our services.
1. Privacy Policy
1.1 Scope of Application
This Privacy Policy applies to the personal information you provide through our website (techfus.com), email ([email protected]), and other interactions with us. By using our services, you consent to our processing of your personal information in accordance with this Policy.
1.2 Information Collection
Information You Provide: When you register for an account on our website, place an order, inquire, or participate in an event, we may collect information such as your name, email address, phone number, and address. We may also collect the content and related information you send to us in email communications.
Information Collected Automatically: When you visit our website, we may automatically collect certain information through technologies such as cookies, including your IP address, browser type, access time, and pages visited.
1.3 Use of Information
We collect your personal information primarily to provide you with services such as product sales, order processing, and delivery; respond to your inquiries, requests, and complaints; analyze website usage to improve our products, services, and website functionality; and, with your consent, to send you information about our products, promotions, and other related activities.
1.4 Information Protection
We implement a series of reasonable security measures to protect your personal information from unauthorized access, use, disclosure, modification, or destruction, including encryption, secure storage, and access control. Employees are also required to adhere to strict confidentiality regulations.
1.5 Sharing of Information
We will not share your personal information with third parties unless we have your explicit consent or are required to comply with laws and regulations. When we share necessary information with partners, we require them to abide by confidentiality obligations and use the information only within the authorized scope.
1.6 Your Rights
You have the right to access, correct, delete, and withdraw consent to your personal information. If you wish to exercise any of these rights, please contact us via email at [email protected] and we will respond within a reasonable time. 1.7 Policy Updates
We may update this Privacy Policy based on changes in laws and regulations, business developments, and other circumstances. The updated policy will be posted on our website and notified to you in an appropriate manner.
2. Shipping Policy
2.1 Shipping Time and Delivery Method
Shipping Time: After you confirm your order, we will complete packaging, quality inspection, and other procedures within 5-7 days. We will then hand over the goods to our partner logistics provider and send you an email with a tracking number.
Shipping Time: From the time the goods are handed over to the logistics provider, the shipping time is 20-40 business days. The specific time may vary depending on factors such as customs clearance efficiency in the destination country and the logistics route.
Legal Time Commitment: In accordance with EU regulations, all goods will be shipped within 14 days of order confirmation, and overall delivery will be completed within a reasonable timeframe. If, due to unforeseen circumstances, we are unable to ship or deliver on time, we will notify you in advance via email and offer cancellation and full refund options.
Partner Logistics Providers: We partner with EU-certified logistics companies such as DHL, UPS, and DPD. All deliveries are fully tracked.
2.2 Shipping Fees
All shipping fees and surcharges will be clearly displayed at the checkout page. The final price includes all EU taxes and customs fees. There are no hidden charges.
2.3 Shipping Process and Tracking
Order Processing: We will package and hand over the goods to the carrier within 5-7 days according to the shipping time stated above. We will also send an email with the tracking number.
Tracking: You can check the shipping status by logging into the "Order Center" section of your techfus.com account, directly accessing the carrier's website and entering the tracking code, or replying to shipping notification emails for real-time status updates (updated daily).
Signature Requirements: To ensure the safety of the goods, please verify the integrity of the packaging when signing for them. If the outer packaging is damaged, you may refuse to accept the goods and notify us immediately by email.
2.4 Handling Damage and Loss
Liability: According to the new EU Product Liability Directive, we assume full liability for any damage or loss of goods during transportation. For tableware products that come into contact with food, even damage to the outer packaging alone may be considered a shipping defect.
Handling Process: You must send proof of damage/loss (including photos or videos) to [email protected] within 48 hours of receiving the product. We will verify the information within 3 business days and, upon confirmation, offer a free reshipment (for products of equivalent specifications) or a full refund (including the product price and all shipping costs). For damaged products that require return, we will arrange for door-to-door pickup and cover all shipping costs.
2.5 Delivery Failure Handling
First Delivery Failure: The logistics provider will leave a notification card, which you can use to schedule a new delivery time (reservation required within 7 days).
Second Delivery Failure: The product will be automatically transferred to a pickup point. You must collect it at the designated location within 14 days. Failure to collect the product after this date will be considered an abandoned order, and a refund will be issued after deducting the actual shipping costs incurred.
2.6 Special Product Shipping Instructions
Fragile Item Packaging: All glassware and ceramic cookware will be packaged in EU standard cushioning (compliant with IATA shipping regulations) and marked "Fragile" on the outer packaging. Prohibited Items: In accordance with the EU General Product Safety Regulation, sharp knife products are only delivered to professional addresses (e.g., restaurants, kitchen studios). Orders for residential addresses will be automatically split.
3. Return Policy
3.1 Return Rights (Cooling-off Period)
Cooling-off Period Duration: You have 14 days from the date you receive your purchased product to return it without stating a reason.
Cooling-off Period Calculation: If the product is delivered in batches, the cooling-off period will begin on the date you receive the last batch.
3.2 Return Conditions
Returned items must be in new, unused, undamaged condition, and in their original packaging (including all labels, instructions, accessories, etc.). For food-contact items such as tableware and kitchen utensils, if they have been opened and cannot be guaranteed to be unused or contaminated, they may be ineligible for a return. We will assess this based on the circumstances.
3.3 Return Process
Submitting a Return Request: During the cooling-off period, you must submit a return request to us via email ([email protected]), specifying the order number, the returned item, and the reason for return (optional).
Receiving Return Confirmation: We will email you a return confirmation within 3 business days of receiving your return request, including the return address and instructions.
Shipping Returned Items: You must return eligible items to the address provided in the return confirmation within 14 days of receiving the return confirmation. Please package the items securely and use a trackable shipping method, and retain the shipping receipt.
Product Inspection: Upon receipt of the returned items, we will inspect them within 7 business days. If the items are eligible for return, we will initiate the refund process. If not, we will email you the reasons and return the items to you (at your expense).
3.4 Refund Methods
Refund Amount: We will refund the full amount you paid for the product, including the product price and the original shipping costs (but not including any return shipping costs, unless the return is due to a product quality issue).
Refund Method: We will refund your original payment method. If you paid by credit card, the refund will be credited to the original credit card account; if you paid by other payment methods, the refund will be credited to the account you specified.
Refund Timeframe: We will complete the refund within 14 business days after confirming that the product is eligible for return. The exact time it takes to receive the refund will depend on the processing procedures of your payment provider and bank.
3.5 Exchange Policy
Exchange Circumstances: If the product you received is defective, damaged, or does not match your order, you may request an exchange within 30 days of receipt. Exchange Process: You must submit an exchange request to us via email ([email protected]) and provide photos or videos of the product problem as proof. After verification, we will arrange a replacement within three business days. We will cover the shipping costs of the new product. You must return the defective product according to our instructions (we will cover any logistics costs and reimburse shipping costs or arrange for pickup).
3.6 Special Product Information
Some special types of tableware or kitchenware may not be subject to this return policy, including personal hygiene-related kitchenware that has been opened and cannot be restored to its original condition (if applicable). Such special products will be clearly marked on the product details page.
4. Contact Us
If you have any questions or need assistance regarding any of the terms in this Service Policy, please contact us through the following methods:
Email: [email protected]
Website: techfus.com