Terms of Service

Effective Date: July 15, 2025

1. Scope of Services and User Eligibility

1.1 Service Content

The Website provides users with services including the display, consultation, and cross-border sale of physical products. Product details shall be subject to the descriptions on the product pages. We reserve the right to update product information (including price, specifications, and inventory), and the updated content shall take effect immediately upon publication on the Website, without separate notice to users.

1.2 User Eligibility

You must be at least 18 years old to use the services, or use the services under the accompaniment of a legal guardian. You shall ensure that the personal information you provide (including name, shipping address, contact information, and payment details) is true, accurate, and complete. If an order cannot be fulfilled or additional costs are incurred due to incorrect information, you shall bear the relevant responsibilities and costs.

2. Orders and Payments

2.1 Order Confirmation

An order is deemed confirmed once you submit it on the Website and complete the payment. We will send you an order confirmation via email. If an order cannot be fulfilled due to non-user reasons such as out-of-stock products, system malfunctions, or incorrect price labeling, we will notify you via email within 1 working day and refund the full amount you have paid (the refund will be returned to your original payment account, and the arrival time is subject to the processing cycle of the payment platform or bank).

All orders are created, reviewed, and fulfilled by Shanhe LLC to ensure efficient and compliant order processing.

2.2 Payment Methods

The Website supports payments through the Airwallex payment channel. You can use bound credit cards (Visa, MasterCard), debit cards, and mainstream e-wallets (such as PayPal, which needs to be linked through the Airwallex channel) for settlement, and all payments are denominated in U.S. dollars. You shall ensure that the payment account information is true and valid, and that there is sufficient balance or credit limit in the account to complete the payment. If the order is delayed or canceled due to user reasons such as abnormal payment accounts or insufficient credit limits, you shall bear the responsibility.

2.3 Tax Instructions

Cross-border purchases may incur various taxes such as import duties, value-added taxes, and consumption taxes, which shall be borne by you. The specific amount is subject to the verification of the customs at the place where the goods enter the country. If you refuse to pay the relevant taxes and the goods are detained or returned by the customs, the Company shall not be liable, and will refund the remaining amount to you after deducting the round-trip transportation costs of the goods (if the goods cannot be returned due to detention, no refund will be provided).

3. Product Delivery

3.1 Delivery Scope

The Website can provide delivery services to countries and regions around the world except those under international sanctions (specifically subject to the “deliverable regions” list displayed on the order submission page). If the shipping address you select is not within the delivery scope, the order cannot be submitted, and you can consult alternative delivery solutions or cancel the order directly via support@shanhe.us.

3.2 Delivery Methods and Timeframes

We entrust DHL and FedEx as the main cross-border logistics partners, and select appropriate logistics channels based on the type of goods and the receiving region:

Standard Delivery: Applicable to most goods, the delivery time is usually 10-20 working days (excluding 1-3 working days of goods preparation time and customs clearance time);
Expedited Delivery: Applicable to urgent orders, additional expedited fees are required, and the delivery time is usually 5-10 working days (excluding customs clearance time).

Delivery delays may occur due to holidays, adjustments to customs policies, and force majeure (such as natural disasters and logistics strikes). We will synchronize the logistics progress via email, but shall not be liable for compensation for delays caused by reasons not attributable to the Company.

3.3 Confirmation of Delivery Information

When placing an order, you need to accurately fill in the shipping address (including street, house number, and postal code), contact person, and valid phone number. If you need to modify the delivery information, you must submit an application via support@shanhe.us (with the order number noted) before the order is shipped. No modifications can be made after the order is shipped. If the goods are lost or misdelivered due to incorrect delivery information, you shall bear the responsibility, and the Company will not provide replacement or refund services.

4. Product Returns and Exchanges

4.1 Return Conditions

Returns for Quality Issues: If the goods you receive have quality issues such as damage, functional failure, or serious inconsistency with the page description (such as wrong model or missing accessories), you need to contact us via support@shanhe.us within 7 working days of receipt, and provide the order number, photos/videos of the product issues, and proof of receipt. After our verification and confirmation, you can apply for a free return (the return shipping fee shall be borne by the Company, and we will arrange for the logistics provider to pick up the goods or provide a shipping fee subsidy);
Returns for Non-Quality Issues: If you apply for a return due to non-quality reasons such as personal preferences or incorrect size, the following conditions must be met: the goods are unopened, unused, and the packaging and accessories are complete (without affecting secondary sales), and the application must be submitted within 3 working days of receipt. The round-trip shipping fee for the return shall be borne by you, and a 10% commodity re-inspection and storage fee of the order amount will be deducted.

4.2 Exchange Instructions

If you need to exchange the goods (such as size or color), you must first complete the return application in accordance with the above return process. After we receive the returned goods and confirm they are qualified (no quality issues and no impact on secondary sales), we will arrange for the delivery of the new goods. Exchanges are only supported for attribute changes of the same model of goods, and it is necessary to ensure that the target goods are in stock. The shipping fee bearing method for exchanges is the same as that for returns (borne by the Company for quality issues, and borne by you for non-quality issues).

4.3 Refund Processing

After the returned goods are inspected and approved by us, the refund will be processed through the original payment channel within 3-5 working days:

Returns for Quality Issues: The full amount actually paid for the order (including commodity fees and original shipping fees) will be refunded;
Returns for Non-Quality Issues: The remaining amount after deducting 10% handling fee and round-trip shipping fee from the actual payment amount of the order will be refunded.

The refund arrival time is subject to the processing cycle of the payment platform or bank (usually 3-7 working days). If you do not receive the refund on time, you can check the progress via support@shanhe.us.

5. User Rights and Obligations

5.1 User Rights

Have the right to inquire about product details, order status, and logistics progress, and can obtain consultation services via support@shanhe.us;
When there are quality issues with the goods, have the right to request returns, exchanges, or full refunds in accordance with these Terms;
Have the right to require the Company to keep your personal information confidential (except for disclosure required by laws and regulations), and specific details can be found in the Website’s Privacy Policy;
Have the right to learn about the compliance cooperation information between the Website and Cherrycom Worldwide SL, and may consult details of relevant filing materials via support@shanhe.us.

5.2 User Obligations

Need to comply with these Terms and relevant systems such as the Privacy Policy and Rules for Prohibiting Illegal Orders published on the Website, and shall not use the Website for illegal or non-compliant behaviors such as fraudulent orders, making payments with others’ information, and reselling goods;
Shall not attack, tamper with, or damage the Website’s systems and data, and shall not spread illegal or vulgar content unrelated to the goods;
If the Company suffers losses (such as being punished by the payment platform or failing to recover the goods) due to your non-compliant behaviors, you shall bear the corresponding compensation responsibilities (including direct losses and rights protection costs).

6. Company Rights and Obligations

6.1 Company Rights

Have the right to revise the content of these Terms according to business adjustments (such as changes in logistics partners and updates to tax policies). The revised Terms will be published on the homepage of the Website and will take effect 7 working days after publication. If you continue to use the services, you are deemed to have accepted the revised Terms;
If you engage in behaviors such as illegal ordering, refusal to pay for goods, or false complaints, have the right to cancel your order, suspend the provision of services to you, and in serious cases, permanently restrict the use of your account, and reserve the right to pursue legal responsibilities;
When the goods are out of stock, have the right to give priority to users who placed orders earlier, and handle unfulfillable orders in accordance with the provisions of Article 2.1 of these Terms.

6.2 Company Obligations

Ensure that the product information (including price, specifications, and material) displayed on the Website is true and accurate. If user losses are caused by incorrect information, the corresponding compensation responsibilities shall be borne (the compensation scope is limited to the actual payment amount of the order);
Make every effort to ensure the stable operation of the Website system. If system malfunctions prevent order submission or payment processing, repairs will be completed within 24 hours, and affected users will be notified via email;
For after-sales applications submitted by users, responses will be provided within 1 working day, and clear basis (such as quality inspection reports) will be provided for the review results of quality issues;
Strictly comply with laws and regulations related to data security, shall not disclose or sell users’ personal information, and shall not use the information for purposes other than this service.

7. Disclaimer

If the Company is unable to fulfill the order or provide services due to force majeure (such as natural disasters, wars, international logistics interruptions, and temporary adjustments to customs policies), no compensation liability shall be borne, but the Company shall notify users via email within 24 hours after the occurrence of force majeure and take remedial measures (such as assisting in processing refunds and adjusting delivery solutions);
For problems caused by third parties (such as loss of goods or delayed delivery by logistics providers, and payment failure due to payment platform malfunctions), the Company will assist users in communicating with third parties, but shall not directly bear the losses caused by the faults of third parties;
The product pictures on the Website are taken of the actual products, but due to differences in shooting light, display resolution, and production batches, the actual color and details of the products may have slight deviations from the pictures. Such deviations are not deemed as quality issues, and the Company shall not bear the responsibility for returns or exchanges.

8. Intellectual Property Rights

The intellectual property rights of the Website’s domain name (shanhe.us), trademarks (Shanhe LLC and related graphic logos), product pictures, text descriptions, and page designs all belong to Shanhe LLC. Without the written permission of the Company, no unit or individual shall unauthorizedly use, reproduce, spread, or modify the above intellectual property content; otherwise, the Company will pursue its legal responsibilities (including requiring cessation of infringement and compensation for losses).

9. Dispute Resolution and Governing Law

9.1 Governing Law

The formation, validity, interpretation, performance of these Terms, and all disputes related to these Terms shall be governed by the law of the jurisdiction where Cherrycom Worldwide SL is located (i.e., the law of Spain). The compliance cooperation arrangements between the Website and Cherrycom Worldwide SL shall also be governed by the law of Spain.

9.2 Dispute Resolution

If any dispute arises between you and Shanhe LLC regarding these Terms or the Website’s services, the parties shall first attempt to resolve it through friendly negotiation (negotiations can be conducted via support@shanhe.us); if negotiation fails, either party shall have the right to initiate legal proceedings in the competent court located in the jurisdiction where Cherrycom Worldwide SL is situated (Toledo, Spain).

Daily service matters such as user inquiries, order fulfillment, and after-sales handling shall be managed and resolved by Shanhe LLC to ensure timely response to user rights; if there are compliance or dispute matters that need to be handled in accordance with the law of Spain, Shanhe LLC will assist in coordinating Cherrycom Worldwide SL to provide necessary support, so as to ensure that the dispute resolution process complies with the requirements of the law of Spain.

10. Other Provisions

These Terms constitute the complete agreement between you and Shanhe LLC, and supersede any prior oral or written agreements reached between the parties regarding this service. If a certain clause in these Terms is determined to be invalid or unenforceable by a competent authority, it shall not affect the validity of other clauses;
For questions about these Terms, you can contact us via support@shanhe.us, and we will reply within 1-3 working days;
Disclosure of Cooperating Entity Information: To ensure service compliance, the Website discloses the basic information of Cherrycom Worldwide SL (company name, VAT number, address) for users’ reference and understanding of relevant compliance arrangements.

Company Information