. Scope of Service ApplicationThese terms apply to all Baiyu brand jewelry and jade ornaments (hereinafter referred to as “products”) purchased by Party B through Party A’s offline stores, official online malls, authorized dealers, and other regular channels, covering product sales, after-sales repair, maintenance, return and exchange, consultation, and other related services. The service rules for customized products, special craft products, and second-hand recycled products shall be separately agreed upon.
Pre-sales Service Specifications
When Party B selects products, Party A shall provide sufficient inspection conditions. If Party B has questions about the products, Party A shall give patient answers; if Party B requests further identification, Party A may assist in contacting authoritative identification institutions (relevant expenses shall be borne by Party B, unless otherwise agreed).
Party A guarantees that all products for sale comply with national product quality standards and industry norms. Each product is accompanied by a corresponding identification certificate (natural jewelry and jade ornaments must be provided with identification certificates issued by authoritative institutions) to ensure that the information such as product material, grade, and craftsmanship is true and accurate.
Sales personnel of Party A shall truthfully and in detail introduce product information to Party B, including but not limited to product name, price, material, quality, craftsmanship characteristics, natural features (such as cotton, lines in jade, etc.), usage methods and precautions. For products sold at a “fixed price”, core information such as material and quality must be clearly indicated in a prominent manner; for jade ornaments that are easy to break or wear, emphasis should be placed on reminding of wearing and maintenance taboos.
III. After-sales Service Content and Standards
(1) Return and Exchange Service
Handling of special disputes: If Party B has objections to whether the product has quality problems, both parties can jointly entrust an authoritative appraisal institution for testing, and the testing fee shall be borne by the responsible party. If the test confirms that the product had quality problems before sale, Party A shall make a full refund and bear the testing fee; if the problem arises after Party B’s use, the testing fee shall be borne by Party B.
Purchase through online channels: Within 7 days from the date when Party B signs for the product, provided that the product is in good condition (not worn, not damaged, with complete labels and packaging, and does not affect secondary sales) and is not a customized model, Party B can enjoy the service of returning or exchanging the product without reason, and the return freight shall be borne by Party B. If the product has quality problems (such as inconsistent material, process defects, etc.), Party A shall bear the round-trip freight and complete the refund or exchange within 7 days after receiving the returned product.
Purchase through offline stores: Within 7 days from the date of purchase, if the product has quality problems caused by non-human factors, Party B can request a return or exchange with valid purchase vouchers and the product itself. Party A shall respond to Party B’s request within 24 hours and complete the handling within 7 days after receiving the product. For offline purchased products with non-quality problems, the no-reason return and exchange service is not applicable unless otherwise promised by Party A.
Circumstances where returns and exchanges are not allowed: Customized products; products that are manually damaged by Party B, modified by themselves (such as changing the ring size, changing the style), or with labels or anti-tampering marks removed; products that exceed the return and exchange period; products damaged due to Party B’s failure to use them in accordance with maintenance requirements; products without valid purchase vouchers or where the product information is inconsistent with the voucher information.
(2) Maintenance Services
Maintenance Process: Party B shall apply for maintenance with valid purchase certificates and the product itself. Party A shall respond within 24 hours upon receiving the maintenance request, specifying the maintenance plan and cycle. If the maintenance needs to exceed the agreed cycle, Party A shall notify Party B in a timely manner. If the same position still has quality issues after two free maintenances, Party B may request a free replacement.(3) Maintenance and Consulting Services
Free Maintenance Period: Within 1 year from the date of purchase, if the product has quality issues caused by non-human factors (such as loose inlays, metal breakage, craftsmanship defects, etc.), Party A shall provide free maintenance services. The minimum warranty period shall not be less than 31 days to ensure that potential problems of the product are fully manifested.
Scope of Free Maintenance: Including but not limited to inlay reinforcement, slight deformation correction, welding repair, etc. For replacement of accessories (such as small stones) during the maintenance process, if the loss or damage is caused by product quality issues, Party A shall replace them for free; for accessory replacement due to non-quality issues, the cost shall be borne by Party B.
Circumstances of Paid Maintenance: Products beyond the free warranty period; man-made damage (such as cracks, breakage caused by collision or falling, surface wear, discoloration and pollution, etc.); problems arising after self-disassembly, modification or maintenance by non-authorized institutions of Party A; value-added maintenance items such as in-depth reshaping, re-polishing, electroplating renovation, etc. Party A shall clearly inform Party B of the charging standards before maintenance and proceed with the maintenance only after Party B’s confirmation.
(III) Maintenance and Consultation Services
- Free maintenance items: Party A shall provide Party B with lifelong free basic maintenance services, including ultrasonic cleaning, basic inspection, wiping and polishing (simple polishing that does not damage the product material), etc. For jewelry made of special materials such as pearls, opals, and emeralds, Party A shall adopt gentle maintenance methods and inform Party B of the correct maintenance methods in advance.
- Consultation services: Party A shall provide Party B with professional consultation services on product use, maintenance, repair, value evaluation, etc. through channels such as customer service hotlines, online consultation platforms, and in-store consultation, ensuring that Party B’s consultation needs are responded to within 24 hours.
(IV) Value-added Services
Party A may provide value-added services such as trade-in and recycling of old jewelry. The specific rules are as follows: For trade-in, the applicable scope of goods, exchange ratio, and standard for making up the price difference shall be clarified; for the recycling of old jewelry, the material, content, and grade shall be tested, the settlement method shall be clarified, and Party B may be invited to witness the testing process. The relevant service rules shall be explicitly stated to Party B in writing before the sale.
IV. Rights and Obligations of Both Parties
(1) Rights and Obligations of Party A
Obligations: Correctly use and maintain the product in accordance with the product manual and the methods informed by Party A to avoid man-made damage; provide true and valid purchase vouchers and the product itself when enjoying after-sales service; cooperate with Party A to complete the after-sales service process, such as confirming the maintenance plan and picking up the product in a timely manner; assume the obligation to keep the confidential information provided by Party A confidential.
Rights: Have the right to request Party B to provide valid purchase vouchers and the product itself to enjoy after-sales service; have the right to refuse service applications that do not meet the service conditions; have the right to collect reasonable maintenance and value-added service fees as agreed.
Obligations: Strictly provide standardized services in accordance with these terms to ensure service quality; establish a sound after-sales archive, record consumer information, product information and maintenance records, and assume the obligation to keep Party B’s information confidential; be equipped with professional after-sales personnel and equipment (such as microscopes, infrared spectrometers, etc.) to ensure service professionalism; take multi-angle photos of the original state of the product for archiving before maintenance to avoid liability disputes.(2) Rights and Obligations of Party B
Rights: Have the right to request Party A to provide after-sales service in accordance with these terms and supervise the service quality; if there is any objection to the quality of the product after maintenance or maintenance, have the right to request Party A to re-inspect or explain.
V. Liability for Breach of Contract
- Liability of Party A for breach of contract: If Party A fails to provide after-sales services as agreed (such as failing to respond on time, failing to complete repairs within the specified period, arbitrarily raising the charging standards, etc.), it shall bear corresponding responsibilities, including but not limited to re-providing services, refunding service fees, and compensating Party B for reasonable losses. If product quality issues cause personal or property losses to Party B, Party A shall bear the liability for compensation in accordance with the law.
- Liability of Party B for breach of contract: If Party B provides false certificates or conceals the fact of man-made damage to the product to defraud free services, Party A has the right to terminate the service and recover the service fees already incurred; if the damage is caused by Party B’s failure to use the product in accordance with maintenance requirements, or losses are caused by Party B’s refusal to cooperate with Party A’s after-sales service process, Party B shall bear the responsibility on its own.
VI. Dispute Resolution
In case of any dispute arising during the performance of this clause, both parties shall resolve it through friendly negotiation; if negotiation fails, Party B may file a complaint with the market supervision and administration department at the location of Party A, or file a lawsuit with the people’s court with jurisdiction at the location of Party A.
VII. Other Agreements
- These terms shall take effect from the date on which Party B purchases the product and shall remain valid until all rights and obligations of both parties have been fulfilled.
- Party A has the right to update these terms in accordance with laws, regulations and industry standards. The updated terms will be publicly announced through store notices, official websites and other channels, and will take effect for Party B who purchases new products after the announcement; Party B who has already purchased the product shall still be subject to the terms at the time of purchase.
- The appendices to these terms (including purchase vouchers, product manuals, after-sales service records, maintenance service forms, etc.) shall have the same legal effect as these terms.
- Contact information of Party A: Customer service hotline: __________; Official website: __________; Mailing address: __________.
Baiyu Jewelry Company
Release date: ______ year ______ month ______ day
