Service Policy

Dexterous Precision Inc. | Applicable to EU Region (EU Member States & EEA Countries)

ℹ️Introduction

This service policy (hereinafter referred to as “this Policy”) applies to all apparel product sales and related services provided by Dexterous Precision Inc. (hereinafter referred to as “we”) to customers in the EU region (including EU member states and EEA countries). Our official website is dexintimates.com. Customers who need to inquire about service-related matters can contact us via our official email address: info@dexintimates.com. We are committed to strictly complying with the EU Consumer Rights Directive, General Product Safety Regulation (EU) 2023/988, GDPR, and other relevant laws and regulations to protect the legitimate rights and interests of our customers.

Service Commitment

  1. Product Quality Commitment: All apparel products sold by us meet relevant EU safety standards and quality requirements and undergo rigorous quality control inspections before leaving the warehouse. Information such as product materials, sizes, and workmanship is accurately stated on the product details page of our official website, without any false advertising or misleading descriptions. If a product has inherent quality defects, we will assume corresponding responsibility in accordance with relevant EU regulations.
  2. Information Transparency Commitment: We will clearly display key information such as product details, prices, payment methods, delivery time, shipping terms, and return/exchange policies on our official website to ensure customers fully understand the relevant service details before placing an order. Price adjustments will be announced on our website in advance. New orders placed after the announcement will be subject to the adjusted price, and existing orders will not be affected.
  3. Service Response Commitment: We will respond to customer inquiries, complaints, and after-sales requests within 24 working hours and provide a clear solution within 5 working days. Customers can submit service requests through the website’s inquiry portal, their registered email address, etc. We will establish a service log and track the processing progress throughout the process.

Return and Exchange Service

  1. No-Reason Return Right: In accordance with the EU Consumer Rights Directive, customers can apply for a no-reason return within 14 calendar days of receiving the goods (cooling-off period) without providing a reason. Returned goods must be in brand new, unused condition, with tags and packaging intact, free from stains and damage, and not affecting resale.
  2. Returns and Exchanges Due to Quality Issues: If a product has quality issues (such as incorrect materials, workmanship defects, or dimensional deviations exceeding standard ranges), the customer can apply for a return or exchange within 30 calendar days of receiving the product, enjoying a product conformity guarantee period of up to 2 years from the date of purchase. During this period, the customer can request free repair, replacement, or a full refund, depending on the nature of the issue.
  3. Return and Exchange Process:
    • Customers submit a return or exchange application through the official website’s after-sales portal or by sending an email to info@dexintimates.com, specifying the order number, product information, and reason for return or exchange, and attaching relevant supporting documents (such as photos of the product issue);
    • After our review and approval, we will send a prepaid return label to the customer’s registered email address within 2 business days. The customer can then return the product to the designated return address within the EU using the label;
    • Upon receiving and verifying the returned product, we will complete the refund within 48 hours, with the payment returned via the original payment method. If an exchange is requested, a replacement product will be shipped within 5-8 business days after verification.
  4. Fee Explanation: Return shipping costs for no-reason returns will be borne by us (based on the prepaid label). For returns due to customer reasons (e.g., mistaken order, dislike of the item but no quality issues), if the no-reason return period has expired, the relevant shipping and handling fees will be borne by the customer. All costs for returns due to quality issues will be borne by us.
  5. Non-Returnable Items: We reserve the right to refuse returns or exchanges for used or damaged goods that affect resale, or for goods that have exceeded the no-reason return period and have no quality issues.

Order and Delivery Services

  1. Order Confirmation: After the customer submits an order and completes payment, we will send an order confirmation email within one business day, specifying the order number, product information, payment amount, estimated delivery time, etc. If there are errors in the order information, the customer must contact us within 24 hours of payment to correct them; failure to do so may affect delivery time.
  2. Shipping and Tracking: We will ship the goods within 5-8 business days after payment confirmation. After shipment, we will promptly send a logistics tracking number and query link, allowing customers to check the transportation status in real time. The estimated transportation period is 15-40 calendar days, subject to the actual delivery progress.
  3. Handling Delivery Anomalies: In case of delivery delays, incorrect addresses, lost or damaged goods, customers must contact us promptly. We will assist customers in communicating and coordinating with the logistics company to implement solutions (such as resend, refund, claims, etc.) based on the attribution of responsibility.

Customer Information Protection

  1. Information Collection and Use: We collect necessary personal information from customers (such as name, address, contact information, payment information, etc.) only for the purpose of providing services and will not collect irrelevant information. The use of information is limited to service-related scenarios such as order processing, logistics delivery, and after-sales communication.
  2. Information Security and Confidentiality: We strictly comply with EU GDPR regulations, have established a comprehensive information security protection mechanism, and adopt technical measures such as encrypted storage and access control to prevent the leakage, alteration, or loss of customer information. Without the customer’s permission, we will not disclose customer personal information to any third party, except as otherwise provided by laws and regulations.
  3. Information Access and Deletion: Customers have the right to access and correct their personal information, and may also apply for deletion of their personal information. Related applications can be submitted via email to info@dexintimates.com, and we will process and provide feedback within 15 working days.

Complaints and Dispute Resolution

  1. Complaint Handling: If customers have any objections to our services or products, they can submit a complaint application through the official website complaint channel or email. We will respond within 24 working hours, organize dedicated personnel to verify the situation, and provide a final processing result within 5 working days.
  2. Dispute Resolution: If any dispute arises between the parties regarding the services, it shall first be resolved through friendly negotiation. If negotiation fails, the customer may apply for mediation to the local consumer protection agency in the EU, or file a lawsuit in a court with jurisdiction in our location. Dispute resolution shall be governed by relevant EU laws and regulations.

Other Terms

  1. Matters not covered in this policy shall be strictly handled in accordance with relevant EU laws and regulations and international practices.
  2. We reserve the right to revise this policy in accordance with EU regulations and changes in the market environment. The revised policy will be published on our official website dexintimates.com.
Effective Date: Effective from the date of publication.
Dexterous Precision Inc. reserves the right of final interpretation of this policy.

Service Inquiries

For questions about our service policy or to submit service-related requests