Thank you for your interest in a cosmetic bag, vanity case or travel case from HX Leather Goods. We are committed to providing you with high quality products and excellent service. In order to ensure that you have the best experience in using this product, we have established the following after-sale regulations. Please read them carefully before purchasing to understand your rights and our responsibilities.
Please let me know if you need further content or specific terms!
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After-sales service commitment
1.1 Commitment content
- HX Leather Goods provides timely, high-quality one-to-one after-sales service. Our company has its own factory in China. The factory’s after-sales team will provide customers with the maximum technical support and can provide after-sales service through video.
- During the warranty period, the customer shall bear the losses caused by improper use and management by the customer, and our company will provide paid services. If the responsibility cannot be distinguished, our company will provide services first and then negotiate the cost.
1.2 Response time
Our company promises to provide 5×12 hours of service after the purchase and sales contract is signed. Respond within 2 hours after receiving the notice, provide solutions within 24 hours for general after-sales, and provide solutions within 48 hours for complex problems.
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After-sales service system
2.1 After-sales service principles
In customized support and after-sales service, we always adhere to our consistent quality management policy and the service principle of “achieving business goals for customers” to ensure that we provide customers with complete and thoughtful customized support and after-sales service. Our company always takes providing customers with professional, standardized and diversified services as its service tenet.
Our company has a complete after-sales service team and a special department responsible for providing customers with comprehensive customized support and services. From telephone consultation, facetime, email, and on-site service, we will respond to customers’ requests as quickly as possible and handle various problems and failures encountered by customers during product use to ensure the normal development of customers’ business.
2.2 After-sales service organization and personnel
Gary —-Marketing Servicer—(+86)-13202453893—-garyfeng0330@gmail.com
2.3 After-sales service methods and standards
Our company provides after-sales service in four ways: telephone support, remote maintenance, email, and on-site support.
Telephone support service
Provide services to customers through telephone, confirm and solve problems with products for customers, and ensure that customers’ needs can be responded to in a timely and accurate manner.
When customers encounter any product problems during daily use, they can directly call the relevant personnel of the after-sales service organization to provide support response services 5*12 hours a day.
Our company will record and classify all telephone problems, and transfer them to the corresponding technical support and service groups according to the type of telephone problems and the urgency of the incidents, provide complete and accurate answers in a timely manner, and file the customer feedback in the form of a “Customer Information Processing Form”.
Remote maintenance service
Since the designer cannot be on site, the customer can provide a remote environment, such as todesk and facetime. The designer will diagnose and analyze the problem remotely and provide solutions.
Email service
Customers’ customization or wholesale problems and suggestions can be sent to the marketing staff or design department of the company to which our project belongs by email. The relevant personnel will reply and provide professional solutions within 8 hours.
2.4 After-sales satisfaction survey
The business management center and the delivery management center should take the initiative to visit customers, solicit opinions or suggestions on product quality, service quality, and delivery quality, and distribute the “Customer Service Satisfaction Survey Form” and “Customer Project Satisfaction Survey Form” to customers by delivery, mail, online and other means. Please evaluate the product quality, service quality, delivery quality, etc.
After the contract/order/delivery is completed, the first-time customer must be issued a “Customer Service Satisfaction Survey” or “Customer Project Satisfaction Survey” to solicit their opinions and satisfaction with the company.
The Business Management Center and the Delivery Management Center should actively collect feedback from customers on the “Customer Service Satisfaction Survey” and “Customer Project Satisfaction Survey” issued to ensure that customers’ feelings are collected.
The company stipulates that for long-term customers, a satisfaction survey should be conducted at least once every six months.
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After-sales maintenance service plan
3.1 After-sales maintenance service period
Generally, we will provide after-sales service from the time of signing the purchase and sales contract to the time of receiving the goods, and according to the customer’s situation, subsequent customers can also communicate with us when they encounter problems with the product
3.2 After-sales scope
Service scope:
If the luggage has defects due to design, materials or craftsmanship during the warranty period, our company will provide a free solution.
Not within the scope of service:
For damage caused during transportation, human factors, etc., and product failures caused by application environment and improper user use, our company will charge corresponding fees according to the cost of inspection and maintenance.
3.3 Charge Standards
Our company provides free telephone technical support after the service period expires. For other services, our company will only charge the necessary costs, and the labor costs will be waived for life.
