1. Service Scope

We provide full-cycle standardized services for all orders of cycling accessories purchased on our website, covering the whole process from pre-sales consultation, order processing, logistics distribution to after-sales guarantee. The core service contents include:

• Pre-sales product consultation, parameter matching and purchase suggestion service for cycling accessories;
• Online order receiving, payment verification, inventory scheduling and order processing service;
• Order logistics tracking, delivery progress inquiry and abnormal delivery processing service;
• Product quality after-sales support, warranty service, return and exchange guidance service;
• Customer complaint acceptance, problem feedback and solution follow-up service.

2. Customer Service Response Rules

We provide professional English customer service support for all EU users to ensure timely response to customer demands:

• Consultation Response Time: We will reply to customer emails within 24 working hours for general consultation including product parameters, delivery cycle, order status and policy inquiry;
• Special Issue Handling: For abnormal problems such as order errors, product damage, logistics loss and after-sales disputes, we will complete problem verification within 48 working hours and feed back feasible solutions;

Our service working days exclude weekends and official EU public holidays, and delayed responses caused by non-working days will be processed in priority on the first working day.

3. Order Service Commitment

In combination with the company's unified operation standards, we make clear service commitments for order processing:

• After the customer completes the payment, we will finish order confirmation and arrange inventory inspection within the fastest time, and complete the packaging and delivery within the official 5–8 business days processing cycle;
• After the goods are delivered, we will synchronize the tracking information to the customer's mailbox in a timely manner, and provide continuous logistics inquiry support during the 15–30 days delivery cycle;
• For orders with abnormal delays in processing or transportation, we will actively verify the situation and take the initiative to inform customers of the progress and processing solutions.

4. After-Sales Service Standards

We provide standardized after-sales services in line with EU consumer rights protection regulations for all sold cycling accessories:

• Quality Warranty Service: All physical cycling accessories enjoy a 2-year EU statutory warranty service. For product quality problems that occur during the warranty period, we provide free replacement, repair or refund services;
• Return and Exchange Guidance Service: We provide one-stop return and exchange process guidance for customers who meet the 14-day cooling-off period return rules and quality problem return conditions, and assist customers in completing formal application procedures;
• Defective Product Handling: For damaged, wrong or missing products, we will take the initiative to verify customer feedback and provide solutions such as replacement, supplementary delivery and refund within the service cycle.

5. Service Limitations

To standardize service rights and obligations, the following situations do not belong to the scope of free after-sales service:

• Product damage, failure or abnormal wear caused by customer's improper installation, misuse, artificial damage and unauthorized modification;
• Normal wear and aging of accessories caused by daily use of the product;
• Problems caused by customer's wrong purchase due to failure to check product parameters by themselves (except for product parameter errors marked on our official website);
• Returns and exchanges of non-returnable products specified in the return policy (customized products, opened hygiene products, etc.).

6. Customer Complaint & Feedback Mechanism

If you have any dissatisfaction with our products, logistics or services, you have the right to submit feedback and complaints. Please contact our official customer service email: [email protected]. We will strictly record all feedback content, follow up the processing progress, and give a final solution within 3 working days.

7. Policy Updates & Interpretation

We reserve the right to update and revise this Service Policy according to EU legal updates and business optimization needs. The updated policy will be published on proreservretail.com and take effect immediately. All services are subject to the latest published policy terms.

8. Contact Information

For all service consultation, after-sales application and complaint feedback, please contact: [email protected]