Terms Of Service
1. Service Philosophy and Commitment
AETHERIUM TRADE LTD, with "Empowering Worry-Free Travel" as its core service philosophy, is committed to providing professional service throughout the luggage purchasing cycle for customers within the EU. We understand that every piece of luggage carries travelers' aspirations for distant destinations. Therefore, from consultation and selection to after-sales support, we adhere to rigorous, efficient, and attentive standards to ensure that every interaction feels valued—just like our luggage, which is both durable and reliable, yet also offers warmth.
2. Pre-Sales Consultation
Consultation Channels:
Official Online Customer Service: Log in to aetheriumtrade.com and click on the floating customer service link. We provide real-time responses Monday to Friday, 9:00 AM - 7:00 PM CET. Messages sent during non-business hours will be replied the next day.
Email Inquiries: Send details to [email protected]. We guarantee a customized response within two business days.
Phone Support: Call our dedicated EU service hotline (updated on the website) during business hours to connect directly with a customer service representative.
Service Details: We provide luggage size recommendations (such as airline carry-on standards), material characteristics analysis (such as drop resistance and weight), and feature details (such as compartmentalized storage and wheel performance). We also recommend the most suitable product series based on your travel frequency and destination type.
3. Order Services
Order Tracking: After placing an order, you can track the progress of your order in real time through "My Account - Order Center" on the official website, including payment confirmation, warehouse stocking, and shipment. You will automatically receive an email notification with the shipping number when your order is shipped.
Order Modifications: You can request to modify your delivery address, contact number, and other information before shipment. Requests submitted through customer service will be reviewed within one business day. Parameter modifications for customized items (such as personalized engraving) must be confirmed before production; otherwise, additional fees may apply.
Order Cancellation: Unshipped orders can be canceled at any time, and refunds will be issued within three business days. Returns for shipped orders must comply with the EU Returns Policy, and refunds will be processed after the returned item has been received and inspected.
4. After-Sales Service
Quality Issue Handling: If the luggage you receive has a manufacturing defect (such as stuck wheels, loose drawbars, or cracked luggage), please email us photos of the problem and your order details within 14 days of delivery. We will verify and provide a solution within 3 business days:
Free return or exchange (including round-trip shipping);
Professional repair at an authorized repair center (repair cycle typically takes 7-10 business days);
Full refund of the purchase price (subject to return of the defective item).
User Guidance Service: Detailed maintenance guides are provided, including cleaning instructions, wheel lubrication recommendations, and lock maintenance tips. Manuals can be downloaded from the official website or contact customer service for one-on-one guidance.
5. Customer Feedback and Complaint Handling
Feedback Channels: Submit suggestions or complaints through the "Customer Feedback" portal on the official website, by email, or by phone. We will acknowledge receipt within 1 business day.
Handling Process:
Simple Issues: A solution will be provided within 3 business days.
Complex Issues (e.g., lost shipments, serious quality disputes): Investigation and resolution will be completed within 5 business days. If an extension is required, progress will be provided in advance.
Improvement Mechanism: Regularly analyze customer feedback to optimize product design (e.g., upgrading wheel quietness based on user suggestions) and service processes (e.g., shortening consultation response times).
6. Multi-Language Support
To serve the diverse EU market, we offer services in six languages: English, German, French, Spanish, Italian, and Dutch. You can choose which language you want to contact us in, and our customer service team will provide accurate communication in that language.
7. Compliance and Privacy
This service policy strictly complies with the EU Consumer Rights Directive and GDPR. Your personal information (e.g., inquiry records, order data) will be used solely for service provision and will be kept strictly confidential in accordance with the EU Privacy Policy. It will not be disclosed to third parties (except as required by law).
8. Policy Updates
This service policy will be adjusted based on business development and regulatory changes. The latest version will be posted on aetheriumtrade.com, and registered users will be notified of any significant changes via email. Whether you're a frequent business traveler or a globetrotter, AETHERIUM TRADE LTD is committed to providing professional service to help you navigate your journey. Feel free to contact us with any questions you may have!