1. Introduction
Welcome to our website. These Terms of Service (“Agreement”) constitute a legally binding contract between you (“User” or “You”) and SAI LUBAN LTD (“We”, “Us”, or “the Platform”). Please read this Agreement carefully before using our services.
By accessing, browsing, or using any part of this website, you acknowledge that you have read, understood, and agreed to be bound by these Terms, including the Governing Law clause specified herein.
This website is “jointly operated” by SAI LUBAN LTD and Cherrycom Worldwide SL. For the purposes of this Agreement, both entities collaborate to provide services and are jointly bound by the compliance provisions and governing law clause set forth in this Agreement.
2. Description of Services
2.1 Product Display and Sales
Our website is dedicated to showcasing a wide range of physical products (including but not limited to home goods, electronics, fashion apparel, and other specific product categories) and providing you with convenient online browsing and ordering services. From trendy fashion items to practical home essentials, we strive to meet the shopping needs of different users.
2.2 Order Processing and Delivery
- Order Processing: We have a professional team that responds promptly after you submit an order, carefully reviewing and processing the order information. If there are any questions or anomalies regarding the order details, we will communicate with you in a timely manner.
- Delivery Services: We have established long-term partnerships with multiple well-known logistics and delivery companies to ensure that products are delivered to your specified address safely and on time. The website clearly displays the coverage of delivery services, estimated delivery timeframes, and detailed fee standards. For example, within the UK, standard delivery typically takes 3 working days, with possible slight delays for remote areas; expedited delivery services can deliver within 10 working days but require an additional fee. Additionally, you can track the delivery progress of your order in real-time through the order tracking function on the website.
2.3 Customer Support
- Multi-Channel Support: We provide comprehensive customer support services through various channels. During the website’s working hours, you can contact our customer service representatives in real-time via online chat to get answers to questions about product information, ordering processes, delivery progress, after-sales services, and more; you can also send an email to support@sailuban.co.uk, and we will respond to your email within 3 working days to ensure your inquiries receive timely feedback.
- Issue Resolution: Whether you encounter any problems during the shopping process (e.g., product quality issues, incorrect or missing items), our customer service team will be dedicated to assisting you in resolving the issues and ensuring you have a satisfactory shopping experience.
2.4 Lawful Use
All services are for lawful purposes only. You are strictly prohibited from using the Platform for any illegal activities, such as selling counterfeit or shoddy products (which not only harm consumers’ rights but also disrupt market order), infringing on others’ intellectual property rights (e.g., selling products protected by copyright or trademark rights without authorization), or engaging in fraudulent practices against consumers (e.g., falsely advertising product functions).
2.5 Service Changes
We reserve the right to modify, suspend, or terminate any part of the services at any time without prior notice. However, to protect your rights, we will, where possible, post a notice in a prominent position on the website in advance to inform you of the details of the service changes, allowing you to make appropriate arrangements.
3. Account and Security
3.1 Accuracy of Registration Information
When registering an account, you must provide accurate, up-to-date, and complete personal information, including your real name (to ensure we can address you correctly during delivery and communication), valid contact details (such as a mobile phone number and email address, to facilitate timely communication about order-related information), and a detailed delivery address (including house number, community name, street, city, postcode, etc.) to ensure the product can be delivered smoothly. If order processing delays, failed product delivery, or other issues occur due to incorrect information provided by you, you shall bear the corresponding consequences.
3.2 Account Security Responsibility
You shall bear full responsibility for the confidentiality of your account and password. Do not disclose your account or password to any third party. It is recommended that you set a complex and unique password and change it regularly. If your account is compromised or security issues arise due to your personal reasons (e.g., logging in in an insecure network environment, disclosing your password to others), you shall bear all resulting risks and potential losses.
3.3 Notification of Abnormal Situations
If you discover any unauthorized use of your account, please notify us immediately. You can inform us through the aforementioned customer support channels (e.g., sending an email to support@sailuban.co.uk, and we will respond within 3 working days). We will promptly assist you in taking a series of measures to protect data security and account access rights (e.g., helping you reset your password, investigating and handling abnormal transactions) to minimize your losses to the greatest extent possible.
4. Products and Orders
4.1 Accuracy of Product Information
We make every effort to ensure the accuracy and authenticity of all product descriptions, image displays, and other information on the website. However, occasional information errors may occur due to human operation mistakes or technical failures. If there is a discrepancy between the actual product and the website description, the physical product shall prevail. If you find any errors in the product information, please notify us promptly (e.g., by sending feedback via email), and we will verify and correct the information within 3 working days, while properly handling any order issues arising therefrom in accordance with relevant regulations. For example, if the actual color of the product differs from the website image, we will add a note about the actual color on the product details page and provide a reasonable solution for users who have already placed orders (e.g., product replacement or providing certain compensation).
4.2 Price Changes
Product prices may be adjusted due to various factors, such as changes in market supply and demand, fluctuations in raw material costs, exchange rate changes, etc., and no prior notice is required for price adjustments. The final price of the product shall be the price displayed on the website when you place the order. During the price adjustment period, if you have already submitted the order and completed the payment, we will fulfill the delivery obligation in strict accordance with the paid price of the order; if you have not yet paid, the price in the shopping cart and order page will be updated simultaneously after the product price is adjusted. For example, if the price of a product is increased due to rising raw material costs, we will still deliver the product at the original price if you placed the order and paid before the price adjustment; if the product is in your shopping cart but you have not yet checked out, the price of the product in the shopping cart will be automatically updated to the new price.
4.3 Order Cancellation
We reserve the right to cancel orders under the following circumstances:
- Out-of-Stock Products: If the product is out of stock and cannot meet your order requirements, we will cancel the order and notify you via your reserved contact method (e.g., email) within 3 working days. At the same time, we will provide you with recommendations for similar products or offer certain compensation (e.g., discount coupons) to make up for the inconvenience caused to you.
- Payment Failure: If you fail to complete the payment within the specified time, or if payment failure occurs due to bank system malfunctions, payment channel abnormalities, or other reasons, the order will be canceled. You can re-place the order after resolving the payment issue; if you have any questions, you can provide feedback via email, and we will respond within 3 working days.
- Incorrect Information: If the delivery address you provided is incomplete, incorrect, or we cannot contact you, it may result in the failure to deliver the product normally. We will attempt to contact you to correct the information. If we still cannot contact you or fail to correct the information within 3 working days, the order will be canceled and we will notify you via email.
- Suspicious Transaction Activities: If an order involves suspicious activities such as fraud or malicious order placing (e.g., placing a large number of orders for the same product in a short period with abnormal delivery addresses, placing orders using false identity information, etc.), we will investigate the order. If the transaction is verified to be suspicious, the order will be canceled, and we will notify you within 3 working days, and may take further measures (e.g., restricting the use of the account).
If an order is canceled, we will refund the paid amount (if any) in accordance with the original payment method. The refund processing time will depend on the payment channel you used, and the refund will generally be completed within 3 working days. If you have any questions about the refund progress, you can inquire via email, and we will provide feedback within 3 working days.
4.4 Product Delivery
Ordered products will be delivered strictly in accordance with the delivery address you provided in the order. The delivery time may be affected by various factors, including the service efficiency of the logistics and delivery company, the distance to the destination, peak logistics periods during holidays, and force majeure events (e.g., natural disasters, traffic control, etc.). We will closely track the delivery progress of the order and promptly feedback the delivery status to you via email or in-site messages. For example, when the product is shipped, you will receive an email containing the tracking number and a query link; if there is a delay during the delivery process, we will send you an email within 3 working days to inform you of the estimated delay time and the reason. In case of special circumstances leading to delivery delays, we will actively communicate and coordinate with you to find the best solution.
4.5 Product Inspection
When receiving the product, you must carefully inspect the quantity, model, appearance, and quality of the product on the spot. If you find any problems with the product (e.g., product damage, including scratches on the appearance, broken parts, etc.; quantity discrepancy, i.e., the actual number of products received does not match the order; incorrect product delivery, i.e., the product received does not match the product ordered), please contact the delivery personnel on the spot and provide feedback to us via email (support@sailuban.co.uk) within 3 working days of receiving the product. You need to provide a detailed description of the problem and relevant photos as evidence, and we will verify and handle the return or exchange within 3 working days, arranging for product replacement, replenishment, or refund for you to ensure you receive a satisfactory product.
5. Intellectual Property Rights
5.1 Protection of Platform Content
All content on this Platform, including but not limited to carefully taken product images (showing product details from various angles), detailed and accurate text descriptions (introducing product functions, materials, usage methods, etc.), professionally produced product manuals (providing you with in-depth product information), unique webpage designs (creating a comfortable and convenient shopping interface), as well as our trademarks and logos, are protected by intellectual property laws. Without our prior written consent, no content may be copied, downloaded for other commercial purposes, modified and published on other platforms, distributed to others for commercial gain, or republished on other websites.
5.2 Handling of Infringement
If you believe that any content on the Platform infringes your intellectual property rights, please contact us promptly via email (support@sailuban.co.uk) and provide relevant evidence (such as right certification documents, detailed links to the infringing content, and a description of the infringement). We will initiate a verification process within 3 working days and handle the matter in strict accordance with relevant laws and regulations: if the infringement is verified, we will immediately remove the infringing content and actively assist you in resolving the dispute, and cooperate with you in taking further legal actions if necessary.
6. User Conduct
You agree not to engage in the following activities:
6.1 Dissemination of Inappropriate Content
You are strictly prohibited from posting or disseminating any illegal, violent, pornographic, discriminatory, or other inappropriate information on the Platform. This includes but is not limited to posting inappropriate remarks unrelated to the product in the product review section, disseminating harmful information through the question-and-answer function, or expressing discriminatory views in the community interaction section. Such behaviors not only violate social ethics but also damage the good atmosphere of the Platform. Once discovered, we will take measures such as warning, restricting account usage, or permanently banning the account; if you have objections to the handling result, you can appeal via email, and we will review and provide feedback within 3 working days.
6.2 Malicious Attacks and Unauthorized Access
You are prohibited from attempting to interfere with or disrupt the normal operation of the Platform system through hacking methods (e.g., exploiting vulnerabilities to invade the Platform system), malicious software (e.g., viruses, Trojan programs to attack the server), or other unauthorized means, or obtaining sensitive information of the Platform and other users (such as account passwords, personal privacy data, order information, etc.). Such behaviors pose a serious threat to the security of the Platform and user rights. We will take technical measures to prevent such behaviors and hold users who engage in such behaviors legally responsible; if you discover a security vulnerability on the Platform, you can provide feedback via email, and we will verify and fix it within 3 working days.
6.3 Fraudulent and Abusive Behaviors
You shall not submit false orders (e.g., submitting orders without real purchase intent to obtain Platform discounts, points, or engage in malicious order placing), abuse Platform promotion activities (e.g., maliciously exploiting rule loopholes to obtain improper benefits, using discount codes in violation of regulations multiple times), or engage in other fraudulent transaction behaviors (e.g., intentionally providing a false delivery address to avoid payment or defraud products). For such behaviors, we will cancel the relevant orders, recover the discounts or benefits already issued, and handle the user account according to the severity of the circumstances (such as restricting usage, freezing funds, or permanently banning the account); if you have questions about the handling result, you can inquire via email, and we will respond within 3 working days.
6.4 Data Scraping and Abuse
Without permission, you shall not use robot programs, crawler tools, or other automated means to batch copy or scrape Platform content (such as product information, user reviews, etc.). Such behaviors may cause excessive load on the Platform server, affect the normal use of other users, and infringe on the rights of the Platform and users. If such operations are discovered, we will take technical measures to block them and take measures such as warning or restricting access to the relevant users; if you have a legitimate need for data usage, you can apply via email, and we will evaluate and respond within 3 working days.
7. Disclaimer
7.1 Services Provided “As Is”
This Platform and its services are provided “as is” without any express or implied warranties. Although we invest significant resources to ensure the stable operation of the Platform and the quality of services, due to the nature of the Internet, occasional service interruptions (e.g., temporary inaccessibility of the website due to network maintenance or server failures), service delays (e.g., extended order processing time, delivery delays), or errors (e.g., abnormal page display, price errors) may occur. We cannot guarantee that the Platform and its services will operate perfectly at all times and under all circumstances. If you encounter relevant problems, you can provide feedback via email, and we will assist in handling them within 3 working days.
7.2 Force Majeure and Third-Party Causes
We shall not be liable for service interruptions, data loss, product damage, or delayed delivery caused by force majeure events (such as Internet failures, e.g., network provider line issues or network congestion; network service provider problems, e.g., server failures or service interruptions; government actions, e.g., policy adjustments or administrative orders; natural disasters, e.g., earthquakes, floods, typhoons) or third-party reasons (such as logistics and delivery companies, payment institutions). For example, if a logistics and delivery company’s vehicle is involved in a traffic accident during transportation, resulting in product damage, we will assist you in communicating with the logistics company and provide feedback on the coordination result within 3 working days, but we shall not bear direct liability.
7.3 User’s Own Reasons
You shall be responsible for any problems and losses caused by your own equipment (e.g., hardware failures of computers, mobile phones, leading to inability to access the website or operate orders normally), network environment (e.g., unstable network signals or network restrictions leading to inability to use the Platform smoothly), or improper use of the Platform services (e.g., operations in violation of these Terms of Service, order errors caused by operational mistakes). If you need assistance due to the aforementioned reasons, you can inquire via email, and we will provide necessary guidance within 3 working days, but we shall not bear liability for relevant loss compensation.
8. Limitation of Liability
To the maximum extent permitted by law, we shall not be liable for any direct, indirect, incidental, consequential, or special damages arising from the use or inability to use our services (including but not limited to loss of business profits, data loss, business interruption, etc.). Even if we have been notified of the possibility of such damages, our liability shall be limited to the actual purchase price of the product you paid. If you have questions about damage compensation, you can provide feedback via email, and we will communicate and explain within 3 working days.
9. Changes and Termination
9.1 Changes to These Terms
We reserve the right to modify these Terms of Service at any time. The modified Terms will be posted in a prominent position on the website and will take effect on the date of publication. Your continued use of our services after such changes constitutes your acceptance of the updated Terms. If you do not agree to the changed content, you have the right to stop using our services. When the Terms are changed, we will send a notification to registered users via email (or post an announcement on the homepage of the website) and reserve a reasonable period for you to review; if you have questions about the changed content, you can inquire via email within 3 working days, and we will respond promptly.
9.2 Termination of Services
We have the right to suspend or terminate the provision of services to you if you violate these Terms of Service (e.g., engaging in multiple fraudulent transactions, maliciously attacking the Platform) or if we decide to terminate the services due to business adjustments (e.g., business transformation, discontinuing the sale of certain products) or technical upgrades (e.g., Platform architecture adjustments). Before terminating the services, if circumstances permit, we will notify you via email within 3 working days and assist in handling unfinished orders (e.g., processing refunds, arranging the delivery of remaining products); after the termination of services, your account may be canceled, and historical order information will be properly stored for a certain period in accordance with the privacy policy before being deleted. In emergency situations (e.g., encountering a severe hack attack, sudden force majeure affecting the operation of the Platform), prior notice may not be possible, but we will explain the situation within 3 working days after the crisis is resolved.
10. Governing Law
These Terms of Service and any separate agreements between SAI LUBAN LTD and Cherrycom Worldwide SL regarding their joint operation shall be governed by and construed in accordance with the law of Spain. In the event of any dispute arising from this Agreement, the parties shall first attempt to resolve it through friendly negotiation; if negotiation fails, either party shall have the right to initiate legal proceedings before a competent court in Spain.