Terms of Service for Household Goods in the U.S.

Thank you for choosing our household goods services (including kitchen goods, cycling gear, and pet supplies). These Terms of Service are intended to clarify the rights and responsibilities between you (the user) and us (the U.S. household goods service provider), and to regulate both parties' actions regarding product purchasing, delivery, and after-sales services. Please read and understand these terms carefully before using our services. By using our services, you agree to comply with all the terms outlined.

1. Scope and Content of Services

Product Range: We provide products across three main categories, specifically:

• Kitchen Goods: Corkscrews, dish racks, peelers, silicone pot lid mats.
• Cycling Gear: Motorcycle/bike cup holders, thermal head covers, adjustable bungee straps, helmet motorcycle phone mounts.
• Pet Products: Dog chew ropes, plush cat beds. All products are based on the official information provided (including specifications, materials, and prices), and if product information is updated, we will promptly announce it through official channels.

Core Services: We offer product sales, order processing, logistics delivery, customer service, and more. The logistics delivery follows the "shipped within 1-3 business days (excluding weekends and holidays), actual delivery within 12-15 business days" standard. Customer service hours are "Monday to Friday, 9:00 AM to 6:00 PM UTC+8:00". You can reach customer service at service@mail.ximorent.com for support.

2. User Rights and Obligations

(A) User Rights

• Right to Product Information: You have the right to know detailed information about the products you purchase, including but not limited to specifications, materials, prices, shipping times, and expected arrival times. We will provide this information through product detail pages, order confirmation emails, and other channels.
• Right to Order Inquiry and Tracking: After placing an order, you have the right to inquire about the status of your order through official channels (e.g., order center, customer service) including order processing, shipping, and logistics tracking. We will cooperate and provide necessary order and logistics information.
• Right to After-Sales Protection: If you receive products with quality issues, incorrect specifications, or other issues that meet after-sales conditions, you have the right to request returns, exchanges, repairs, or other reasonable after-sales solutions in accordance with these terms and our return/exchange policy.
• Right to Consultation and Complaints: If you have product inquiries, order questions, or complaints during the service process, you have the right to contact us through service@mail.ximorent.com during customer service hours. We will respond and handle your requests promptly.

(B) User Obligations

• Obligation to Provide Accurate Information: When placing an order, you must provide true, accurate, and complete personal information (including name, contact number, shipping address, email, etc.). If the information you provide is incorrect or incomplete, and it causes issues with order processing, delivery, or other losses, you will bear the responsibility.
• Obligation to Confirm and Pay for Orders: After submitting your order, you must complete the payment promptly. If payment is not completed within 24 hours, we have the right to cancel the order (unless otherwise agreed by both parties). Once payment is completed, you confirm the order information, and it cannot be arbitrarily changed or canceled unless special circumstances arise.
• Obligation to Receive and Inspect Goods: Upon delivery, you or your authorized representative should check the product information (including product name, quantity, specifications) and accept the goods. If any damage, missing items, or other abnormalities are found, you should refuse the goods immediately and contact us via email. If the goods are signed for, it is assumed that you confirm the goods are free from visible defects and the quantity/specifications are correct (except for subsequent discovery of non-surface quality issues).
• Obligation to Use Products in Compliance: You must use the products and services we provide in compliance with the law and not engage in any illegal activities, maliciously defame our products or services, or disrupt our normal business operations.

3. Our Rights and Obligations

(A) Our Rights

• Order Processing Rights: We have the right to review the orders you submit. If the order contains errors, fraudulent orders, or suspected fraud, we have the right to refuse processing the order and notify you of the reason via email. For paid orders that meet cancellation conditions, we have the right to process a refund according to relevant procedures.
• Product Information Adjustment Rights: Due to changes in market conditions, supply chain adjustments, or product upgrades, we have the right to adjust product prices, specifications, and stock levels. The updated information will be displayed on official channels. If you have already placed an order and made a payment, the product information adjustments will not affect the validity of your existing order.
• Service Optimization Rights: We have the right to optimize or adjust our service content, processes, and timing standards according to business needs. We will announce these changes through official channels (such as website announcements, email notifications). Once the public notification period ends, the changes will take effect. If you continue using our services, you are deemed to accept the updated service content.

(B) Our Obligations

• Product Quality Guarantee: We guarantee that the products we sell meet relevant quality standards and are free from quality defects (except for those caused by the product’s inherent characteristics or reasonable wear and tear). If any quality issues occur, we will assume responsibility in accordance with these terms and our return/exchange policy.
• Timely Order Processing: After you submit an order and complete the payment, we will arrange for shipment within "1-3 business days (excluding weekends and holidays)." If any special situations occur (e.g., product out of stock, logistics issues) that delay the shipment, we will notify you in advance via email and provide an updated expected shipping time.
• Confidentiality Obligation: We will keep your personal information (including name, contact number, shipping address, etc.) confidential as required by our privacy policy and will not disclose it to third parties (unless required by law or with your consent). We will ensure your information security.
• Customer Service Response Obligation: During customer service hours (Monday to Friday, 9:00 AM to 6:00 PM UTC+8:00), we will respond promptly to any inquiries, complaints, or after-sales requests submitted via service@mail.ximorent.com. In general, we will provide a clear response within 1-2 business days and actively assist in resolving your issue.

4. Order Processing Rules

• Order Generation: After selecting a product on our official channels and submitting your order and payment, the order will be officially generated. Once the order is generated, it indicates the establishment of a contractual relationship between you and us (unless otherwise specified by law or in these terms).
• Order Changes and Cancellations: After the order is generated, if you need to change the order details (e.g., shipping address, contact number) or cancel the order, you should contact us via email before the order is shipped. We will try to assist according to the order processing status. If the order has already been shipped, you cannot change or cancel the order. If you need to return or exchange the goods, you can follow the after-sales process.
• Order Invalidity: The order will be automatically invalid in the following cases: You do not complete payment within 24 hours after submitting the order. Due to incorrect or incomplete shipping information (e.g., unclear address, unreachable contact number), the product cannot be delivered and unresolved after multiple attempts to contact you. The order contains malicious ordering or suspected fraudulent activities, in which case we will cancel the order according to the law.

5. Logistics and Risk Transfer

• Delivery Arrangement: We will entrust our logistics service partners to deliver your goods. The delivery range is within the U.S. (subject to the coverage area of the logistics provider). The delivery timing follows the "1-3 business days for shipping (excluding weekends and holidays), with actual delivery within 12-15 business days" standard. If your address is in a remote area, the delivery time may be slightly extended, and we will inform you in advance.
• Risk Transfer: Once the goods are delivered to your designated shipping address and signed for by you or your authorized recipient, ownership and risk of damage or loss of the goods will transfer to you. Before the goods are signed for, if the goods are damaged or lost due to logistics service provider issues, we will negotiate with the logistics company for compensation and either re-ship the goods or issue a refund (depending on your choice).

6. After-Sales Policy

• Conditions for After-Sales Requests: If you find that the product has the following issues upon receiving it, you can apply for after-sales within 14 days from receipt via service@mail.ximorent.com: Quality issues (e.g., corkscrew not functioning properly, plush cat bed damaged due to non-user error). The product’s specifications or model do not match your order. Missing items (proof required).
• Non-Eligible After-Sales Situations: We reserve the right to refuse your after-sales request if: The damage was caused by your actions (e.g., improper use, disassembly, accidental impact). The product has been used and affects its resale (e.g., kitchen goods stained with oil, cycling goods with obvious signs of use, pet products already used by pets). The request is made after the 14-day after-sales period. You cannot provide necessary proof (order information, product photos, etc.) to verify the after-sales condition.
• After-Sales Process: After submitting an after-sales request, we will review it within 1-2 business days. Once approved, we will inform you of the specific after-sales process (e.g., return, exchange, repair, refund). If a return/exchange is required, you will need to send the product back to the designated address. After receiving and inspecting the returned product, we will complete the process within 7 business days (re-shipping or refund).

7. Amendments and Termination of Terms

• Amendments: As our business evolves or due to changes in laws and regulations, we may update these Terms of Service. The updated terms will be announced on official channels (e.g., website, email notifications), with a notice period of at least 7 days. If you continue to use our services after the update, it will be deemed that you accept the updated terms. If you do not agree with the updated terms, you should stop using our services immediately.
• Termination of Terms: These terms will be terminated under the following conditions: You voluntarily stop using our services, and there are no pending orders or after-sales issues. We terminate the service in advance for business adjustments or operational cessation, with notice provided on official channels. Due to legal or regulatory requirements, these terms cannot continue to be fulfilled.

8. Liability Limitation and Exemption

• Limitation of Liability: To the extent permitted by law, we are liable for direct losses caused by service defects but will limit compensation to the actual amount paid for the corresponding order. We are not liable for indirect losses (e.g., expected profits, opportunity losses).
• Exemption from Liability: We are not responsible for situations where you cannot use the service or suffer losses due to: Force majeure (e.g., natural disasters, public health events). Third-party causes such as network operators or logistics providers disrupting services. Personal device issues or errors in order placement, payment, or receipt of service information. Other reasons not attributable to us.

9. Dispute Resolution

If a dispute arises between you and us due to these Terms of Service or service usage, both parties should first resolve it through friendly negotiation via email at service@mail.ximorent.com.

If negotiation fails, either party has the right to file a lawsuit in the court with jurisdiction in our location. U.S. laws and regulations will apply during the litigation.

10. Miscellaneous

These Terms of Service take effect when you use our services and are legally binding on both you and us.

If any clause in these Terms of Service is deemed invalid or unenforceable, it will not affect the validity of the remaining clauses, and those clauses will continue to be in effect.

If you have any questions about these Terms, you can contact us via email at service@mail.ximorent.com during customer service hours. We will provide you with detailed answers.