Team and Service Policy

Weqin E-commerce Co., Ltd. (“We,” “Our,” or “Us”) is dedicated to providing high-quality services and ensuring our customers receive the best possible experience throughout their interaction with our products. Our team is committed to delivering outstanding customer service, fast response times, and resolving any issues or questions our customers may have. This policy outlines how our team is structured and how we provide service to our customers, ensuring that you are always supported and informed.

Company Address:
Weqin E-commerce Co., Ltd.
4th Floor, Room 4-3,
Huaihua International Land Port Economic Development Zone,
Science and Technology Incubator Park (Cross-border E-commerce Industry Park),
Huaihua, Hunan Province, China.

This policy applies to all products and services offered by Weqin E-commerce Co., Ltd.

1. Introduction

Weqin E-commerce Co., Ltd. is driven by a commitment to excellence in every aspect of our business, from product design and development to customer service and support. Our team is made up of experienced professionals who are passionate about providing high-quality products and exceptional service. Whether you have a question about our products, need assistance with an order, or need support with a service issue, our dedicated team is here to help.

2. Our Team

At Weqin E-commerce Co., Ltd., we have carefully built a team that is highly skilled, knowledgeable, and customer-focused. The following departments and teams work together to provide the best service possible:

2.1 Customer Support Team

Our Customer Support Team is the primary point of contact for any questions, issues, or concerns you may have regarding our products or services. This team is trained to assist with:

• Answering product-related questions
• Assisting with returns, exchanges, and refunds
• Resolving shipping and delivery issues
• Providing information on promotions or special offers
• Offering guidance on product usage and care

The customer support team is available through various channels, including phone, email, and live chat. We aim to respond to all inquiries within 24 hours on business days.

2.2 Sales Team

Our Sales Team works closely with customers to provide information about our products and help facilitate orders. The team focuses on:

• Assisting potential customers in selecting the right products
• Providing detailed information on product features, specifications, and pricing
• Managing bulk or wholesale orders
• Offering after-sales support to ensure customer satisfaction

The Sales Team is knowledgeable about the full range of products offered by Weqin E-commerce and is equipped to guide customers in making informed purchasing decisions.

2.3 Logistics and Fulfillment Team

The Logistics and Fulfillment Team handles the packaging, dispatch, and delivery of all products. They ensure that all orders are shipped in a timely manner and are properly tracked. Responsibilities of this team include:

• Processing and fulfilling customer orders
• Coordinating with shipping carriers to ensure timely delivery
• Handling international shipments, customs, and duties
• Tracking order status and resolving delivery issues

We work with reliable and reputable logistics partners to ensure fast and safe delivery of all products.

2.4 Product Development and Quality Control Team

Our Product Development and Quality Control (QC) Team is dedicated to ensuring that every product we offer is of the highest quality. This team:

• Designs new products based on market trends and customer feedback
• Conducts rigorous quality control tests on every product before it reaches our customers
• Addresses any issues related to defective or subpar products

The Product Development Team works closely with suppliers to source high-quality materials and ensure that the products meet international standards.

2.5 Technical Support Team

For any technical issues related to our products or online store, the Technical Support Team is available to assist. This team is responsible for:

• Providing technical assistance for website-related issues (e.g., difficulties during checkout, site navigation, or account management)
• Assisting with troubleshooting technical problems with our products (if applicable)
• Offering guidance on product installation or setup

Our team is equipped with the technical knowledge and tools to help resolve any issues quickly and efficiently.

3. Service Offering

At Weqin E-commerce Co., Ltd., we strive to offer a wide range of services that cater to the diverse needs of our customers. Below are the key services that we offer:

3.1 Product Consultation

Our team provides free consultation for customers who need assistance in selecting the right products. Whether you’re looking for specific product features, recommendations based on your needs, or advice on product usage, our team is here to guide you in making informed decisions.

3.2 Order Management

We understand that order management is an essential part of the customer experience. Our team ensures that your orders are processed efficiently and accurately. This service includes:

• Order confirmation and tracking
• Customization options for personalized products (where applicable)
• Management of bulk or wholesale orders
• Handling any issues that arise during the ordering process (e.g., payment errors, incorrect items)

If there are any changes to your order or if you need to cancel or modify your purchase, our team is available to assist.

3.3 Returns and Exchanges

If you are unsatisfied with your purchase, we offer a comprehensive Returns and Exchanges Policy to ensure your satisfaction. Our team is ready to assist with:

• Initiating a return or exchange request
• Providing return authorization
• Processing refunds and exchanges promptly
• Addressing any issues with returned products (e.g., damaged or incorrect items)

We aim to resolve all return and exchange issues in a timely and efficient manner.

3.4 After-Sales Support

After you’ve made a purchase, our service doesn’t end. Our after-sales team is here to ensure that your experience with our products is smooth and that you get the most out of your purchase. Our after-sales services include:

• Product setup or installation assistance (where applicable)
• Warranty claims for defective products
• Ongoing customer support for troubleshooting or issues related to product functionality
• Offering guidance on product maintenance or care

3.5 Warranty and Repair Services

For products covered by warranty, we offer repair or replacement services if the product malfunctions within the warranty period. Our team will:

• Provide warranty coverage details for eligible products
• Arrange for product repair or replacement
• Assist with shipping defective products back for service

We aim to ensure that your product remains in excellent working condition throughout its lifespan.

4. Service Delivery and Process

To ensure that our customers receive the best possible service, Weqin E-commerce Co., Ltd. follows a structured service process:

4.1 Initial Inquiry

When a customer contacts us with an inquiry, our team promptly provides information, answers questions, and resolves any concerns. Our goal is to make sure customers feel confident in their decision to purchase from us.

4.2 Order Confirmation and Processing

Once an order is placed, we confirm the details and process the order for fulfillment. The team ensures that the correct product is shipped and that any special requests are fulfilled.

4.3 Shipping and Delivery

Our Logistics Team manages the shipping process. We provide tracking information to customers once their orders are dispatched, and we ensure that all orders arrive on time and in good condition.

4.4 Post-Purchase Support

After the product is delivered, our team remains available to assist with any issues related to the product or its usage. We encourage customers to contact us for assistance with installation, setup, or any other questions.

4.5 Follow-Up and Feedback

We believe in continuously improving our service. After resolving any customer issues or completing a sale, our team may reach out to gather feedback on the customer experience. This helps us refine our processes and improve service quality.

5. Service Hours and Availability

Our team is available during the following hours:

• Customer Support: Monday to Friday, 9:00 AM to 6:00 PM (local time)
• Technical Support: Monday to Friday, 9:00 AM to 6:00 PM (local time)
• Sales Team: Monday to Friday, 9:00 AM to 6:00 PM (local time)
• After-Sales Support: Available upon request, with response times based on the nature of the issue.

You can reach us through email, phone, or live chat on our website. Our goal is to respond to all inquiries within 24 hours on business days.

6. Customer Feedback and Continuous Improvement

We place a high value on customer feedback and use it to continuously improve our services. We encourage our customers to share their experiences with us, whether positive or negative. Feedback can be submitted through:

• Online surveys
• Direct communication with our customer service team
• Product reviews on our website

We use this feedback to make adjustments, train our team, and refine our services to meet customer needs more effectively.

7. Changes to the Team and Service Policy

We reserve the right to update or modify this Team and Service Policy at any time. Any changes will be reflected on this page with an updated “Last Revised” date. Please review this policy periodically to stay informed about our team structure and service offerings.