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Terms Of Service
This Service Policy is formulated in accordance with the EU Consumer Rights Directive (Directive 2011/83/EU), the E-Commerce Directive (Directive 2000/31/EC), and other relevant laws and regulations. It applies to all customers (including individual consumers and corporate purchasers, hereinafter referred to as "you") who conduct business with Unity Bridge Trading Ltd (hereinafter referred to as "our Company") within the EU through our official website (bridgeunify.com) or email ([email protected]). It aims to clarify the full-process service content, standards, and safeguards we provide to you, ensuring that you receive professional and efficient service support when purchasing and using our sleepwear products.
1. Pre-Sales Consultation
Consultation Channels and Response Time
Before purchasing our sleepwear products, you can obtain product information, purchasing solutions, and other consulting services through the following channels. We promise to provide a prompt response:
Email Inquiry: Send an email to [email protected] with the subject line "Pre-Sales Inquiry - Requirements." Our customer service team will respond within 24 hours (excluding weekends and EU statutory holidays) to answer questions about fabrics, sizing, and order cycles.
Online Inquiry: Log in to bridgeunify.com and click the "Live Customer Service" button in the lower right corner of the page to initiate an inquiry. We provide real-time communication on weekdays (9:00 AM - 6:00 PM, Central European Time). Weekday messages will be responded to within 12 hours. Product Information Support
We provide comprehensive information support for our sleepwear products (including adult and children's styles, loungewear sets, etc.):
Product Details: Our official product pages will clearly indicate fabric composition (e.g., 100% cotton, modal blend), safety standards, a size chart (including EU standard sizes and actual measurements), and wash and care instructions.
Sample Service: Corporate buyers (such as retailers and brands) who wish to verify product quality can request free samples (limited to 1-2 pieces per style, shipping costs are borne by the customer). We will ship samples within 3-5 days of receiving your request, along with a detailed product test report.
2. Pre-order Service
Order Confirmation and Modification
Order Confirmation: After you place an order and complete payment, we will send you an order confirmation email within 24 hours. This email will include the order number, product details, amount, estimated delivery time, and delivery address. If any information is incorrect, please contact customer service within 48 hours to modify it.
Order Modification: Before the goods are shipped, we support changing the delivery address and increasing or decreasing the quantity (with a price difference). If you need to cancel an order, you can request it via email or our official website. The paid amount will be refunded within 7 business days.
Production Progress Notification
Regular orders: Starting from the date of successful payment, we will send you a weekly production progress email to inform you of the stocking status and whether the goods have entered the quality inspection process. Logistics Information Synchronization
After shipment, in addition to sending a shipping notification email (including the tracking number, carrier, and tracking link), if the shipping time exceeds 50% of the estimated delivery time (for example, delivery to Western Europe exceeds 10 days), we will proactively track the shipment and provide you with the latest shipping status via email to avoid any concerns about delayed information. 3. After-Sales Service
Product Quality Issue Handling
If the pajamas you receive have quality issues (such as damaged fabric, detached stitching, incorrect size, color deviation outside the standard range, or severe shrinkage/fading after washing), you will be eligible for the following after-sales services:
Application Period: Submit a after-sales service request via email or our official website within 30 days of receiving the product, along with photos/videos of the problem, order number, and delivery information.
Issue Verification: We will verify the issue within 2 business days of receiving your request. If confirmed to be a quality issue, we will offer three solutions:
Free Exchange: We will ship a new product within 7 days, covering round-trip shipping costs.
Full Refund: We will refund the full order amount (including shipping costs) within 7 business days of verifying the issue.
Discount Compensation: If you still want to keep the product, you can apply for a discount of 10%-30% of the order amount (depending on the severity of the problem).
Warranty Service: All pajamas products are covered by 1 We offer a one-year warranty (starting from the date of receipt). During the warranty period, if any quality issues (such as fabric pilling or zipper malfunction) occur, we will provide free repair or replacement parts.
Return and Exchange Assistance
If you meet the return and exchange requirements outlined in our EU Return and Exchange Policy, our after-sales team will provide comprehensive support:
Process Guidance: We will provide detailed information on the required return and exchange materials (such as order screenshots and product photos), return address, and logistics requirements, and assist you in completing the return and exchange form.
Logistics Assistance: If you need to return your product, we will assist you in scheduling a courier pickup (shipping costs will be covered by our company in the event of quality issues). We will also track the return package to ensure it is received successfully at our warehouse.
Progress Monitoring: From the date you return your product, we will provide weekly updates on the return and exchange processing progress (e.g., whether the package has been signed for, has entered quality inspection, and whether a refund or exchange has been arranged) until the return is complete. Complaint and Suggestion Handling
If you are dissatisfied with our service (such as inquiry response speed, order processing efficiency, or after-sales solutions), you may submit a complaint or suggestion through the following methods:
Complaint Channel: Send an email to [email protected] (with the subject line "Service Complaint/Suggestion - Order Number XXX") or submit a complaint form on the "Contact Us" page of our official website.
Handling Process: We will assign a dedicated customer service representative within one business day of receiving your complaint/suggestion and provide a solution within three business days. For complex issues, the handling time may be extended to seven business days, but we will provide you with updates every two days.
Result Feedback: After the handling is completed, we will send you a satisfaction survey to collect your feedback on the solution. If you are not satisfied with the result, you may request a second negotiation until a mutually acceptable solution is reached. 4. Dedicated Services for Corporate Customers
In addition to the basic services listed above, we offer the following additional dedicated services for corporate purchasing clients, including retailers, brands, and hotels:
Dedicated Account Manager Matching
Each corporate client is assigned a dedicated account manager to coordinate their purchasing needs throughout the entire process:
Demand Matching: We provide a thorough understanding of the client's purchasing cycle, inventory requirements, and delivery windows, and develop a customized purchasing plan.
Order Follow-up: We fully monitor order production and logistics to ensure delivery on time. In the event of any unforeseen circumstances, we provide 7 days' notice and offer alternative solutions.
Dedicated After-Sales Channel: Corporate customer after-sales requests are prioritized, with response times shortened to within 12 hours and issue resolution cycles shortened to within 3 business days.
Payment Methods: We support flexible payment methods such as T/T (Telegraphic Transfer), Letter of Credit (L/C), and monthly settlement (requires a signed cooperation agreement and is activated after a credit assessment) to meet corporate cash flow needs.
5. Service Policy Updates and Notices
This service policy will be updated based on revisions to EU regulations, changes in customer needs, and business optimization. The updated policy will be posted on the "Service Policies" page of bridgeunify.com and will be marked with the "Update Date." If the update affects core service benefits (such as response time, after-sales coverage, and corporate customer discounts), we will notify you within 7 days of the policy update via your registered email address or your dedicated account manager to ensure timely notification of any service changes.
Effective Date: This EU Service Policy is effective from the date of posting.
Contact Us: If you have any questions about this policy or need support, please contact us at [email protected]. We are happy to assist you.