Terms of service
1. Scope of Application
These Terms and Conditions of Sale (“Terms”) govern all distance sales contracts between EaseRack Smart Home Co., Ltd. (the “Seller”) and the end consumer (the “Customer”) purchasing products through www.easerack.com (the “Website”) for personal, non-commercial use.
By placing an order through the Website, the Customer acknowledges and accepts these Terms. The Seller may update these Terms from time to time. Any updates apply only to orders placed after the revised Terms are published on the Website.
These Terms do not apply to products or services offered by third parties linked on the Website (e.g., banners or hyperlinks). The Seller is not responsible for third-party products, services, or transactions.
2. Company Information and Contact
Products sold on www.easerack.com are provided by:
EaseRack Smart Home Co., Ltd.
Head Office: Wuxi, Jiangsu, China
Factory Address: Changzhou, Jiangsu, China
Email: support@easerack.com
Tel: +86 18912472776
Customer Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT+8)
3. Contract Formation
The purchase contract is concluded when the Customer submits an order through the Website and receives an electronic order confirmation email from the Seller. Orders may be placed only by individuals aged 18 or older.
The Seller reserves the right to reject or cancel any order at its discretion (for example, if the product is unavailable or payment cannot be verified).
4. Order Modification or Cancellation
Customers may modify or cancel an order within 6 hours after receiving the order confirmation email by contacting support@easerack.com.
After this period, the order may enter processing and can no longer be modified or canceled.
5. Products
Each product page on the Website provides key details including specifications, dimensions, and installation information.
Product images are for illustrative purposes only. Differences in color or finish may occur due to lighting conditions or monitor settings.
Unless otherwise stated, products are supplied with user manuals and installation guidance.
6. Prices, Taxes, and Duties
Prices are displayed in USD or EUR depending on the Customer’s region.
The total amount payable (product price + shipping fee, if any) is shown at checkout.
Import duties, customs fees, and local taxes (if applicable) are not included unless explicitly stated at checkout and are the Customer’s responsibility.
The Seller may modify product prices at any time; however, changes do not affect confirmed orders.
7. Shipping and Delivery
a) Shipping Costs
The Seller provides free standard shipping to most regions. Additional fees may apply for remote or overseas destinations. Any applicable shipping fees are displayed at checkout.
b) Delivery Times
Estimated delivery times are displayed at checkout and may vary based on destination and courier services. Delays caused by customs clearance, weather, or local holidays are beyond the Seller’s control.
c) Receiving Goods and Transit Damage
Upon delivery, the Customer should inspect the package and the item. If there is any shipping-related damage, contact support@easerack.com within 7 days of delivery and provide photos/videos of the packaging and the item.
Depending on the situation, the Seller may offer:
- Replacement parts (if needed), or
- Return / replacement (if the damage affects normal use or safety), or
- Partial refund if the damage is cosmetic and does not affect normal use.
8. Product Availability
If one or more ordered items become unavailable, the Seller will inform the Customer and propose an alternative product or a full refund using the original payment method.
9. Payment Methods
Accepted payment methods include:
- Credit or Debit Card (Visa, MasterCard, American Express)
- PayPal
For bulk/B2B orders (not covered by these consumer Terms), alternative payment arrangements may be offered separately.
All payments are processed securely. The Seller does not store any payment card details.
10. Returns and Right of Withdrawal (30-Day Returns)
a) Return Window
The Seller offers a 30-day return window from the date of delivery for most orders shipped to the EU and the United States.
EU notice: EU customers have a statutory 14-day right of withdrawal from the date of delivery. The Seller’s 30-day return window is an additional commercial benefit and does not affect the Customer’s statutory rights.
b) How to Start a Return (RMA Required)
To request a return, the Customer must email support@easerack.com within the applicable return window and include:
- Order number
- Product name / SKU (if available)
- Reason for return
- Photos/videos (required if there is damage or a defect)
If approved, the Seller will issue a Return Merchandise Authorization (RMA) and provide the return address and instructions.
Returns sent without an RMA may be refused.
11. Return Conditions and Return Shipping Costs
Returned products must be:
- In new, unused condition
- Unassembled
- In original factory packaging, with all parts/accessories included
Return shipping cost responsibility
A. The Seller covers return shipping or provides a solution if:
- The item has a confirmed manufacturing defect (materials/workmanship), or
- The item was damaged in transit, or
- The Customer received the wrong item.
In some cases, the Seller may provide replacement parts instead of requiring a return. The Seller may request photo/video evidence for verification and records.
B. The Customer covers return shipping if:
- Change of mind / no longer needed
- Ordered the wrong size/style/color
- Delivery issue caused by incorrect Customer information (e.g., wrong address)
The Customer is strongly encouraged to use a trackable and insured shipping method. The Seller is not responsible for returns lost or damaged in transit.
Restocking / handling fees (if applicable)
For non-defective returns (change of mind), a restocking/handling fee of up to 15% may apply only if the Seller provides a return label or handles return logistics on the Customer’s behalf. Any applicable fee will be confirmed with the Customer before the return is shipped and will be deducted from the refund.
12. Return Procedure and Refund Timing
After receiving the RMA and return instructions, the Customer should ship the return promptly and provide the tracking number to the Seller.
Returned items are subject to inspection prior to issuing a refund. If approved, refunds are typically processed within 7–10 business days after the returned package is received and inspected (processing times may vary by payment provider). Refunds are made using the same payment method as the original transaction.
13. Limitations to Returns / Withdrawal
Returns may not be accepted in the following cases:
- Custom-made or personalized products
- Products that have been installed, used, or damaged due to misuse
- Items that cannot be returned for hygiene reasons once opened (where applicable)
If the returned product shows signs of damage, use, or improper packaging, the Seller may issue a partial refund to account for depreciation or missing parts.
14. Warranty and After-Sales Service
EaseRack products are covered by a 1-year limited warranty (unless otherwise stated) against manufacturing defects.
The warranty does not cover damage caused by misuse, incorrect installation, or unauthorized modifications.
To submit a warranty claim, email support@easerack.com with your order number, description of the issue, and photos/videos.
15. Governing Law and Dispute Resolution
These Terms are governed by and interpreted in accordance with the laws of the People’s Republic of China, without limiting any mandatory consumer protection rights that may apply in the Customer’s country of residence.
Any dispute shall be resolved amicably where possible. If not, disputes shall be submitted to the competent courts of Changzhou, Jiangsu Province, China, unless mandatory consumer laws require otherwise.
