{"id":2151,"date":"2026-07-05T06:55:06","date_gmt":"2026-07-05T05:55:06","guid":{"rendered":"http:\/\/43.165.3.34\/?page_id=2151"},"modified":"2026-09-11T07:02:36","modified_gmt":"2026-09-11T06:02:36","slug":"customer-service","status":"publish","type":"page","link":"https:\/\/www.ecolively.com\/de\/customer-service\/","title":{"rendered":"Kundendienst"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"2151\" class=\"elementor elementor-2151\">\n\t\t\t\t<div class=\"wd-negative-gap elementor-element elementor-element-e37a92e e-flex e-con-boxed e-con e-parent\" data-id=\"e37a92e\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b6f576a elementor-widget elementor-widget-html\" data-id=\"b6f576a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<style>\n.cs-page{\n  background: #ffffff;\n  padding: 56px 24px;\n  font-family: 'Albert Sans','Inter',sans-serif;\n  color: #374151;\n}\n.cs-container{\n  max-width: 1200px;\n  margin: 0 auto;\n}\n.cs-header{\n  text-align: center;\n  margin-bottom: 36px;\n}\n.cs-header h1{\n  font-size: 36px;\n  font-weight: 800;\n  color: #1e3a5f;\n  margin: 0 0 10px;\n  letter-spacing: -0.5px;\n}\n.cs-header p{\n  font-size: 16px;\n  color: #6b7280;\n  margin: 0;\n}\n\/* \u552e\u540e\u7533\u8bf7\u6a2a\u5e45 *\/\n.cs-aftersales-banner{\n  background: #ffffff;\n  border-radius: 16px;\n  padding: 28px 36px;\n  margin-bottom: 28px;\n  display: flex;\n  align-items: center;\n  justify-content: space-between;\n  gap: 24px;\n  flex-wrap: wrap;\n  border: 1px solid #e5e7eb;\n  box-shadow: 0 2px 12px rgba(30,58,95,0.06);\n}\n.cs-aftersales-banner h2{\n  font-size: 24px;\n  font-weight: 800;\n  color: #1e3a5f;\n  margin: 0 0 6px;\n}\n.cs-aftersales-banner p{\n  font-size: 15px;\n  color: #4b5563;\n  margin: 0;\n}\n.cs-aftersales-btn{\n  display: inline-flex;\n  align-items: center;\n  gap: 10px;\n  background: #2563EB;\n  color: #fff;\n  padding: 14px 32px;\n  border-radius: 50px;\n  text-decoration: none;\n  font-size: 15px;\n  font-weight: 700;\n  transition: all 0.25s;\n  box-shadow: 0 4px 16px rgba(37,99,235,0.3);\n  white-space: nowrap;\n}\n.cs-aftersales-btn:hover{\n  background: #1D4ED8;\n  transform: translateY(-2px);\n  box-shadow: 0 8px 24px rgba(37,99,235,0.4);\n  color: #fff;\n}\n.cs-aftersales-btn svg{\n  width: 18px;\n  height: 18px;\n}\n.cs-banner-meta{\n  font-size: 13px;\n  color: #6b7280;\n  margin-top: 6px;\n}\n\/* \u552e\u540e\u6d41\u7a0b *\/\n.cs-process-grid{\n  display: grid;\n  grid-template-columns: repeat(4, 1fr);\n  gap: 16px;\n  margin: 24px 0;\n}\n.cs-process-card{\n  background: rgba(37,99,235,0.04);\n  border-radius: 14px;\n  padding: 24px 20px;\n  border: 1px solid rgba(37,99,235,0.1);\n  transition: all 0.25s;\n}\n.cs-process-card:hover{\n  transform: translateY(-3px);\n  box-shadow: 0 8px 24px rgba(30,58,95,0.1);\n}\n.cs-process-num{\n  width: 40px;\n  height: 40px;\n  border-radius: 12px;\n  background: #2563EB;\n  color: #fff;\n  display: flex;\n  align-items: center;\n  justify-content: center;\n  font-size: 18px;\n  font-weight: 800;\n  margin-bottom: 14px;\n}\n.cs-process-card h4{\n  font-size: 16px;\n  font-weight: 700;\n  color: #1e3a5f;\n  margin: 0 0 8px;\n}\n.cs-process-card p{\n  font-size: 13px;\n  line-height: 1.6;\n  color: #6b7280;\n  margin: 0;\n}\n.cs-process-link{\n  display: inline-block;\n  margin-top: 12px;\n  font-size: 13px;\n  font-weight: 600;\n  color: #2563EB;\n  text-decoration: none;\n}\n.cs-process-link:hover{\n  text-decoration: underline;\n}\n\/* \u6807\u7b7e\u680f *\/\n.cs-tabs{\n  display: flex;\n  gap: 12px;\n  justify-content: center;\n  flex-wrap: wrap;\n  margin-bottom: 28px;\n}\n.cs-tab{\n  padding: 12px 28px;\n  border-radius: 50px;\n  border: 1px solid #d1d5db;\n  background: #fff;\n  color: #4b5563;\n  font-size: 15px;\n  font-weight: 600;\n  cursor: pointer;\n  transition: all 0.25s ease;\n  font-family: 'Albert Sans','Inter',sans-serif;\n}\n.cs-tab:hover{\n  border-color: #2563EB;\n  color: #2563EB;\n}\n.cs-tab.active{\n  background: #111827;\n  color: #fff;\n  border-color: #111827;\n}\n\/* \u6807\u7b7e\u5185\u5bb9 *\/\n.cs-tab-content{\n  display: none;\n}\n.cs-tab-content.active{\n  display: block;\n  animation: fadeIn 0.3s ease;\n}\n@keyframes fadeIn{\n  from{ opacity: 0; transform: translateY(8px); }\n  to{ opacity: 1; transform: translateY(0); }\n}\n.cs-card{\n  background: rgba(255,255,255,0.85);\n  border-radius: 16px;\n  padding: 40px 48px;\n  box-shadow: 0 2px 12px rgba(30,58,95,0.06);\n}\n.cs-card h2{\n  font-size: 22px;\n  font-weight: 700;\n  color: #1e3a5f;\n  margin: 28px 0 12px;\n}\n.cs-card h2:first-of-type{\n  margin-top: 0;\n}\n.cs-card h3{\n  font-size: 17px;\n  font-weight: 700;\n  color: #1e3a5f;\n  margin: 20px 0 10px;\n}\n.cs-card p{\n  font-size: 15px;\n  line-height: 1.8;\n  color: #374151;\n  margin-bottom: 12px;\n}\n.cs-card ul, .cs-card ol{\n  margin: 0 0 16px 22px;\n  padding: 0;\n}\n.cs-card li{\n  font-size: 15px;\n  line-height: 1.9;\n  color: #374151;\n  margin-bottom: 6px;\n}\n.cs-card strong{\n  color: #1e3a5f;\n}\n.cs-card a{\n  color: #2563EB;\n  text-decoration: none;\n}\n.cs-card a:hover{\n  text-decoration: underline;\n}\n.cs-note{\n  background: rgba(37,99,235,0.08);\n  border-left: 3px solid #2563EB;\n  padding: 14px 18px;\n  border-radius: 0 8px 8px 0;\n  font-size: 14px;\n  color: #1e3a5f;\n  margin-top: 20px;\n}\n\/* \u8868\u683c *\/\n.cs-table{\n  width: 100%;\n  border-collapse: collapse;\n  margin: 16px 0;\n  font-size: 14px;\n}\n.cs-table th{\n  background: #1e3a5f;\n  color: #fff;\n  padding: 12px 16px;\n  text-align: left;\n  font-weight: 700;\n}\n.cs-table td{\n  padding: 12px 16px;\n  border-bottom: 1px solid #e5e7eb;\n  color: #374151;\n  vertical-align: top;\n}\n.cs-table tr:nth-child(even){\n  background: rgba(37,99,235,0.03);\n}\n\/* FAQ *\/\n.cs-faq-item{\n  border-bottom: 1px solid #e5e7eb;\n  padding: 16px 0;\n}\n.cs-faq-item:last-child{\n  border-bottom: none;\n}\n.cs-faq-q{\n  font-size: 16px;\n  font-weight: 700;\n  color: #1e3a5f;\n  margin-bottom: 8px;\n}\n.cs-faq-a{\n  font-size: 15px;\n  line-height: 1.8;\n  color: #4b5563;\n}\n\/* \u8054\u7cfb\u5361\u7247 *\/\n.cs-contact-grid{\n  display: grid;\n  grid-template-columns: repeat(3, 1fr);\n  gap: 16px;\n  margin: 24px 0;\n}\n.cs-contact-card{\n  background: rgba(37,99,235,0.06);\n  border-radius: 12px;\n  padding: 24px;\n  border: 1px solid rgba(37,99,235,0.1);\n}\n.cs-contact-card h4{\n  font-size: 16px;\n  font-weight: 700;\n  color: #1e3a5f;\n  margin: 0 0 8px;\n}\n.cs-contact-card p{\n  font-size: 14px;\n  color: #4b5563;\n  margin: 0;\n  line-height: 1.6;\n}\n\/* \u5e95\u90e8\u8054\u7cfb\u6761 *\/\n.cs-footer-contact{\n  margin-top: 32px;\n  background: linear-gradient(135deg, #EAF2FE 0%, #DBEAFE 100%);\n  border-radius: 16px;\n  padding: 32px 40px;\n  text-align: center;\n}\n.cs-footer-contact h3{\n  font-size: 22px;\n  font-weight: 800;\n  color: #1e3a5f;\n  margin: 0 0 8px;\n}\n.cs-footer-contact p{\n  font-size: 15px;\n  color: #4b5563;\n  margin: 0 0 20px;\n}\n.cs-contact-btns{\n  display: flex;\n  gap: 12px;\n  justify-content: center;\n  flex-wrap: wrap;\n}\n.cs-contact-btn{\n  display: inline-flex;\n  align-items: center;\n  gap: 8px;\n  padding: 12px 28px;\n  border-radius: 50px;\n  text-decoration: none;\n  font-size: 15px;\n  font-weight: 600;\n  transition: all 0.2s;\n}\n.cs-contact-btn.wa{\n  background: #25D366;\n  color: #fff;\n}\n.cs-contact-btn.wa:hover{\n  background: #1eb858;\n  transform: translateY(-2px);\n}\n.cs-contact-btn.mail{\n  background: #2563EB;\n  color: #fff;\n}\n.cs-contact-btn.mail:hover{\n  background: #1D4ED8;\n  transform: translateY(-2px);\n}\n@media(max-width:900px){\n  .cs-contact-grid{ grid-template-columns: 1fr; }\n  .cs-process-grid{ grid-template-columns: repeat(2, 1fr); }\n}\n@media(max-width:768px){\n  .cs-card{ padding: 28px 22px; }\n  .cs-header h1{ font-size: 28px; }\n  .cs-tabs{ gap: 8px; }\n  .cs-tab{ padding: 10px 20px; font-size: 14px; }\n  .cs-table{ font-size: 13px; }\n  .cs-table th, .cs-table td{ padding: 8px 10px; }\n  .cs-aftersales-banner{ padding: 24px 22px; text-align: center; justify-content: center; }\n  .cs-process-grid{ grid-template-columns: 1fr; }\n}\n<\/style>\n\n<div class=\"cs-page\">\n  <div class=\"cs-container\">\n    <div class=\"cs-header\">\n      <h1>Customer Service<\/h1>\n      <p>How can we help you today? Select a topic below to find answers.<\/p>\n    <\/div>\n\n    <!-- \u552e\u540e\u7533\u8bf7\u6a2a\u5e45 -->\n    <div class=\"cs-aftersales-banner\">\n      <div>\n        <h2>Facing an issue with your order?<\/h2>\n        <p>Submit an after-sales request and our team will reply within 24\u201348 hours.<\/p>\n        <div class=\"cs-banner-meta\">Replies within 24\u201348 hours \u00b7 Mon\u2013Sat<\/div>\n      <\/div>\n      <a class=\"cs-aftersales-btn\" href=\"https:\/\/www.ecolively.com\/after-sale-request\/\" target=\"_blank\">\n        Submit After-Sales Request\n        <svg viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2.2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><path d=\"M5 12h14M13 6l6 6-6 6\"\/><\/svg>\n      <\/a>\n    <\/div>\n\n    <!-- \u6807\u7b7e\u680f -->\n    <div class=\"cs-tabs\">\n      <button class=\"cs-tab active\" data-tab=\"shipping\">Shipping & Delivery<\/button>\n      <button class=\"cs-tab\" data-tab=\"returns\">Returns & Refunds<\/button>\n      <button class=\"cs-tab\" data-tab=\"warranty\">Warranty<\/button>\n      <button class=\"cs-tab\" data-tab=\"aftersales\">After-Sales<\/button>\n      <button class=\"cs-tab\" data-tab=\"faq\">FAQ<\/button>\n      <button class=\"cs-tab\" data-tab=\"contact\">Contact Us<\/button>\n    <\/div>\n\n    <!-- ===== Shipping & Delivery ===== -->\n    <div class=\"cs-tab-content active\" id=\"tab-shipping\">\n      <div class=\"cs-card\">\n        <h2>Order Processing<\/h2>\n        <ul>\n          <li>Orders are processed within <strong>5 business days<\/strong> (excluding customized order, weekends and holidays).<\/li>\n          <li>You will receive a tracking number by email once your order ships.<\/li>\n          <li>Orders placed after 14:00 (GMT+8) will be processed the next business day.<\/li>\n        <\/ul>\n\n        <h2>Shipping Times<\/h2>\n        <ul>\n          <li><strong>United Kingdom:<\/strong> 7\u201312 business days<\/li>\n          <li><strong>Europe:<\/strong> 7\u201316 business days<\/li>\n          <li><strong>USA & Canada:<\/strong> 10\u201315 business days<\/li>\n          <li><strong>Australia & New Zealand:<\/strong> 12\u201318 business days<\/li>\n          <li><strong>Rest of World:<\/strong> 15\u201325 business days<\/li>\n        <\/ul>\n\n        <h2>Shipping Costs<\/h2>\n        <ul>\n          <li>Shipping cost is calculated at checkout based on weight and destination.<\/li>\n          <li><strong>Free shipping<\/strong> is for many items and countries.<\/li>\n          <li>Express shipping is available at an additional cost \u2014 contact us for a quote.<\/li>\n        <\/ul>\n\n        <h2>Tracking Your Order<\/h2>\n        <ul>\n          <li>Once shipped, you will receive an email with a tracking link.<\/li>\n          <li>You can also track your order by logging into your account.<\/li>\n          <li>If you haven't received your tracking number within 3 business days, contact us at <strong>info@ecolively.com<\/strong>.<\/li>\n        <\/ul>\n\n        <h2>Customs & Import Duties<\/h2>\n        <ul>\n          <li>International orders may be subject to customs duties, taxes, and brokerage fees.<\/li>\n          <li>These charges are <strong>the buyer's responsibility<\/strong> and are not included in the product price or shipping cost.<\/li>\n          <li>Customs policies vary by country \u2014 please check with your local customs office for details.<\/li>\n          <li>We are not responsible for delays caused by customs clearance.<\/li>\n        <\/ul>\n\n        <h2>Damaged or Lost Packages<\/h2>\n        <ul>\n          <li>If your package arrives damaged, take photos and contact us within 48 hours.<\/li>\n          <li>If your package is lost in transit, we will file a claim with the carrier and reship or refund.<\/li>\n        <\/ul>\n\n        <div class=\"cs-note\">\n          Need help with your order? Email us at <strong>info@ecolively.com<\/strong> or chat on WhatsApp \u2014 we reply within 24\u201348 hours.\n        <\/div>\n      <\/div>\n    <\/div>\n\n    <!-- ===== Returns & Refunds ===== -->\n    <div class=\"cs-tab-content\" id=\"tab-returns\">\n      <div class=\"cs-card\">\n        <h2>14-Day Return Policy<\/h2>\n        <ul>\n          <li>You can return most items within <strong>14 calendar days<\/strong> of delivery.<\/li>\n          <li>Items must be <strong>unused, in original packaging<\/strong>, and in resalable condition.<\/li>\n          <li>All original accessories, manuals, and free gifts must be included.<\/li>\n          <li>Pre-owned laptops must be returned with no additional software installed or data stored.<\/li>\n        <\/ul>\n\n        <h2>Product Condition & Description<\/h2>\n        <ul>\n          <li>Every pre-owned laptop is clearly labelled with its condition grade (<strong>Grade A \/ B \/ C<\/strong>) and a detailed cosmetic description.<\/li>\n          <li>Please read the product description and grade carefully before purchasing.<\/li>\n          <li>Product photos show the actual item or representative examples of the stated grade.<\/li>\n          <li>Cosmetic wear described in the product listing (scratches, dents, keyboard shine) is <strong>not<\/strong> considered a defect and is not eligible for return on that basis.<\/li>\n          <li>If you receive an item that <strong>does not match the described grade or condition<\/strong>, please contact us within 48 hours with photos \u2014 we will resolve it at no cost to you.<\/li>\n        <\/ul>\n\n        <h2>How to Return an Item<\/h2>\n        <ol>\n          <li>Contact us at <strong>info@ecolively.com<\/strong> with your order number and reason for return.<\/li>\n          <li>We will review your request and provide return instructions within 24\u201348 hours.<\/li>\n          <li>Pack the item securely in its original packaging.<\/li>\n          <li>Ship the item back to the address we provide.<\/li>\n          <li>Once received and inspected, we will process your refund or exchange.<\/li>\n        <\/ol>\n\n        <h2>Who Pays for Return Shipping?<\/h2>\n        <ul>\n          <li><strong>Defective item, wrong item, or item not matching description:<\/strong> We cover return shipping costs.<\/li>\n          <li><strong>Changed your mind \/ wrong size \/ model not as expected:<\/strong> Buyer pays return shipping.<\/li>\n          <li>We recommend using a tracked shipping service \u2014 we are not responsible for items lost in return transit.<\/li>\n        <\/ul>\n\n        <h2>Refund Processing<\/h2>\n        <ul>\n          <li>Refunds are processed within <strong>5\u20137 business days<\/strong> after we receive and inspect the returned item.<\/li>\n          <li>Refunds are issued to your <strong>original payment method<\/strong>.<\/li>\n          <li>It may take an additional 3\u20135 business days for the refund to appear on your statement, depending on your bank or card issuer.<\/li>\n          <li>Original shipping costs are non-refundable unless the item is defective or we made an error.<\/li>\n        <\/ul>\n\n        <h2>Exchanges<\/h2>\n        <ul>\n          <li>We offer exchanges for defective items or wrong items shipped.<\/li>\n          <li>For size or model changes, you may return the item and place a new order.<\/li>\n          <li>Exchange shipping is covered by us for defective items.<\/li>\n        <\/ul>\n\n        <h2>Non-Returnable Items<\/h2>\n        <ul>\n          <li>Custom or personalized items<\/li>\n          <li>Items marked as \"Final Sale\" or \"Clearance\"<\/li>\n          <li>Opened software, digital downloads, or gift cards<\/li>\n          <li>Items damaged by misuse, neglect, or unauthorized repair<\/li>\n        <\/ul>\n\n        <h2>Damaged Items on Arrival<\/h2>\n        <ul>\n          <li>If your item arrives damaged, take photos of the packaging and the item.<\/li>\n          <li>Contact us within <strong>48 hours<\/strong> of delivery with the photos.<\/li>\n          <li>We will arrange a replacement or refund at no cost to you.<\/li>\n        <\/ul>\n\n        <div class=\"cs-note\">\n          Questions about a return? Email <strong>info@ecolively.com<\/strong> with your order number \u2014 please include photos if the item is damaged or does not match the description.\n        <\/div>\n      <\/div>\n    <\/div>\n\n    <!-- ===== Warranty ===== -->\n    <div class=\"cs-tab-content\" id=\"tab-warranty\">\n      <div class=\"cs-card\">\n        <h2>Warranty Period by Product Category<\/h2>\n        <p>All our products come with a warranty against manufacturing defects under normal personal use.<\/p>\n        <table class=\"cs-table\">\n          <thead>\n            <tr><th>Product Category<\/th><th>Warranty Period<\/th><th>What's Covered<\/th><\/tr>\n          <\/thead>\n          <tbody>\n            <tr>\n              <td><strong>Pre-owned Laptops<\/strong><br>(Refurbished & Used)<\/td>\n              <td><strong>12 months<\/strong><\/td>\n              <td>Hardware failures: motherboard, CPU, RAM, storage, screen, battery (below 70%), keyboard, trackpad, ports, fans.<\/td>\n            <\/tr>\n            <tr>\n              <td><strong>Mascot Costumes<\/strong><\/td>\n              <td><strong>90 days<\/strong><\/td>\n              <td>Manufacturing defects in stitching, seams, and structural integrity. Built-in fans\/pumps covered for 90 days.<\/td>\n            <\/tr>\n            <tr>\n              <td><strong>PVC Inflatables<\/strong><\/td>\n              <td><strong>90 days<\/strong><\/td>\n              <td>Manufacturing defects causing air leakage under normal inflation and use. Included pumps\/blowers covered for 90 days.<\/td>\n            <\/tr>\n            <tr>\n              <td><strong>Home & Household<\/strong><\/td>\n              <td><strong>90 days<\/strong><\/td>\n              <td>Manufacturing defects affecting functionality.<\/td>\n            <\/tr>\n          <\/tbody>\n        <\/table>\n\n        <h2>Pre-owned Laptops \u2014 Product Grading System<\/h2>\n        <table class=\"cs-table\">\n          <thead>\n            <tr><th>Grade<\/th><th>Condition<\/th><th>Cosmetic Description<\/th><\/tr>\n          <\/thead>\n          <tbody>\n            <tr>\n              <td><strong>Grade A \u2014 Refurbished<\/strong><\/td>\n              <td>Refurbished<\/td>\n              <td>Thoroughly tested, cleaned, and faulty parts replaced. Minor cosmetic wear that does not affect functionality.<\/td>\n            <\/tr>\n            <tr>\n              <td><strong>Grade B \u2014 Like New<\/strong><\/td>\n              <td>Used (Excellent)<\/td>\n              <td>Pre-owned unit in excellent condition. Very light signs of use, fully functional, tested and inspected.<\/td>\n            <\/tr>\n            <tr>\n              <td><strong>Grade C \u2014 Good Used<\/strong><\/td>\n              <td>Used (Good)<\/td>\n              <td>Pre-owned unit with visible cosmetic wear but fully functional. Tested and inspected.<\/td>\n            <\/tr>\n          <\/tbody>\n        <\/table>\n        <p><strong>Refurbished vs Used:<\/strong> Refurbished units have undergone a full refurbishment process including testing, cleaning, and part replacement. Used units are sold in their original pre-owned condition but have passed our full functional inspection. Both grades carry the same 12-month warranty.<\/p>\n\n        <h2>What Is NOT Covered (All Products)<\/h2>\n        <ul>\n          <li><strong>Commercial or rental use:<\/strong> Products used for commercial rental, hire, or high-frequency business use are not covered under warranty. Our warranty applies to normal personal use only.<\/li>\n          <li>Accidental damage: drops, spills, impacts, tears, punctures<\/li>\n          <li>Liquid damage of any kind<\/li>\n          <li>Normal wear and tear (scratches, cosmetic imperfections, fabric fading, zipper wear)<\/li>\n          <li>Damage from unauthorized repairs, modifications, or part replacements<\/li>\n          <li>Damage from improper use, over-inflation, overloading, or use beyond intended purpose<\/li>\n          <li>For laptops: software issues, viruses, malware, OS problems, data loss<\/li>\n          <li>For costumes: zippers, Velcro, and elastic are considered wear items after initial 30-day DOA period<\/li>\n          <li>For inflatables: punctures, tears, or damage from sharp objects, over-inflation, or improper storage<\/li>\n        <\/ul>\n\n        <h2>Warranty Claim Process<\/h2>\n        <ol>\n          <li>Email <strong>info@ecolively.com<\/strong> with your order number, product category, and a detailed description of the issue.<\/li>\n          <li>We may ask for photos or a short video demonstrating the problem.<\/li>\n          <li>Our team will review and diagnose the issue within 24\u201348 hours.<\/li>\n          <li>If approved, we may provide troubleshooting steps, or arrange repair\/replacement at our discretion.<\/li>\n          <li>Repaired or replaced items carry the remainder of the original warranty, or 90 days from repair date \u2014 whichever is longer.<\/li>\n        <\/ol>\n\n        <div class=\"cs-note\">\n          <strong>Important:<\/strong> Our warranty covers <strong>normal personal use<\/strong> only. Products purchased for commercial rental or high-frequency business use are not eligible for warranty claims. Need to file a claim? Email <strong>info@ecolively.com<\/strong> with your order number and photos.\n        <\/div>\n      <\/div>\n    <\/div>\n\n    <!-- ===== After-Sales ===== -->\n    <div class=\"cs-tab-content\" id=\"tab-aftersales\">\n      <div class=\"cs-card\">\n        <h2>After-Sales Service Process<\/h2>\n        <p>To ensure every after-sales problem is handled efficiently and fairly, we have formulated a standardized after-sales processing procedure. Please follow the steps below to submit your application.<\/p>\n\n        <div class=\"cs-process-grid\">\n          <div class=\"cs-process-card\">\n            <div class=\"cs-process-num\">1<\/div>\n            <h4>Submit Feedback<\/h4>\n            <p>Feedback within 14 days after delivery or 48 hours after problems occur.<\/p>\n            <a href=\"https:\/\/www.ecolively.com\/after-sale-request\/\" class=\"cs-process-link\" target=\"_blank\">Start here \u2192<\/a>\n          <\/div>\n          <div class=\"cs-process-card\">\n            <div class=\"cs-process-num\">2<\/div>\n            <h4>Provide Evidence<\/h4>\n            <p>Order number, problem photos, videos and detailed description.<\/p>\n          <\/div>\n          <div class=\"cs-process-card\">\n            <div class=\"cs-process-num\">3<\/div>\n            <h4>Official Review<\/h4>\n            <p>Our team verifies the problem and checks relevant policies.<\/p>\n          <\/div>\n          <div class=\"cs-process-card\">\n            <div class=\"cs-process-num\">4<\/div>\n            <h4>Solution & Reply<\/h4>\n            <p>Reply within 48 hours, provide refund, replacement or support.<\/p>\n          <\/div>\n        <\/div>\n\n        <h2>What You Need to Prepare<\/h2>\n        <ul>\n          <li><strong>Order number:<\/strong> Found in your order confirmation email<\/li>\n          <li><strong>Photos or videos:<\/strong> Clearly showing the issue (damage, defect, etc.)<\/li>\n          <li><strong>Detailed description:<\/strong> When the problem occurred and what happened<\/li>\n          <li><strong>Product grade:<\/strong> Grade A\/B\/C as listed in your order (for laptops)<\/li>\n        <\/ul>\n\n        <h2>After-Sales Timeline<\/h2>\n        <ul>\n          <li><strong>Damaged on arrival:<\/strong> Report within 48 hours of delivery<\/li>\n          <li><strong>Item not matching description:<\/strong> Report within 48 hours of delivery<\/li>\n          <li><strong>General returns:<\/strong> Within 14 days of delivery<\/li>\n          <li><strong>Warranty claims:<\/strong> Within the warranty period (12 months for laptops, 90 days for other products)<\/li>\n        <\/ul>\n\n        <h2>Common After-Sales Scenarios<\/h2>\n        <ul>\n          <li><strong>Defective product:<\/strong> We cover return shipping and offer repair, replacement, or refund<\/li>\n          <li><strong>Wrong item shipped:<\/strong> We cover return shipping and send the correct item<\/li>\n          <li><strong>Item not as described:<\/strong> We resolve at no cost to you (within 48 hours of delivery)<\/li>\n          <li><strong>Changed your mind:<\/strong> Buyer pays return shipping, item must be unused and in original packaging<\/li>\n          <li><strong>Warranty issue:<\/strong> Follow the warranty claim process in the Warranty tab<\/li>\n        <\/ul>\n\n        <div class=\"cs-note\">\n          <strong>Ready to submit?<\/strong> Click the <strong>\"Submit After-Sales Request\"<\/strong> button at the top of this page, or email us directly at <strong>info@ecolively.com<\/strong> with your order number and photos.\n        <\/div>\n      <\/div>\n    <\/div>\n\n    <!-- ===== FAQ ===== -->\n    <div class=\"cs-tab-content\" id=\"tab-faq\">\n      <div class=\"cs-card\">\n        <h2>Orders & Payment<\/h2>\n        <div class=\"cs-faq-item\">\n          <div class=\"cs-faq-q\">What payment methods do you accept?<\/div>\n          <div class=\"cs-faq-a\">We accept Visa, Mastercard, PayPal, Stripe, Apple Pay, and Google Pay. All payments are processed securely through encrypted checkout.<\/div>\n        <\/div>\n        <div class=\"cs-faq-item\">\n          <div class=\"cs-faq-q\">How long does order processing take?<\/div>\n          <div class=\"cs-faq-a\">Orders are processed within 1\u20132 business days. You will receive a confirmation email with tracking information once your order ships.<\/div>\n        <\/div>\n        <div class=\"cs-faq-item\">\n          <div class=\"cs-faq-q\">Can I cancel or modify my order?<\/div>\n          <div class=\"cs-faq-a\">If your order hasn't shipped yet, contact us at info@ecolively.com and we'll do our best to accommodate changes. Once shipped, orders cannot be modified.<\/div>\n        <\/div>\n\n        <h2>Shipping & Delivery<\/h2>\n        <div class=\"cs-faq-item\">\n          <div class=\"cs-faq-q\">How long does shipping take?<\/div>\n          <div class=\"cs-faq-a\">UK: 3\u20137 business days. Europe: 7\u201312 days. USA\/Canada: 10\u201315 days. Rest of World: 15\u201325 days. See the Shipping & Delivery tab for details.<\/div>\n        <\/div>\n        <div class=\"cs-faq-item\">\n          <div class=\"cs-faq-q\">Will I have to pay customs duties?<\/div>\n          <div class=\"cs-faq-a\">International orders may be subject to customs duties and taxes. These charges are the buyer's responsibility and are not included in the product price.<\/div>\n        <\/div>\n\n        <h2>Pre-owned Laptops<\/h2>\n        <div class=\"cs-faq-item\">\n          <div class=\"cs-faq-q\">What's the difference between Refurbished and Used?<\/div>\n          <div class=\"cs-faq-a\"><strong>Refurbished laptops<\/strong> or other units have undergone a full refurbishment process including testing, cleaning, and replacement of any faulty parts. <strong>Used<\/strong> units are sold in their original pre-owned condition but have passed our full functional inspection. Both types carry the same 12-month warranty. Each product clearly states whether it is Refurbished or Used, along with its grade (A\/B\/C).<\/div>\n        <\/div>\n        <div class=\"cs-faq-item\">\n          <div class=\"cs-faq-q\">What do Grade A, B, and C mean?<\/div>\n          <div class=\"cs-faq-a\"><strong>Grade A (Refurbished):<\/strong> Thoroughly tested, cleaned, and parts replaced. Minor cosmetic wear only.<br><strong>Grade B (Like New):<\/strong> Pre-owned in excellent condition. Very light signs of use, fully functional.<br><strong>Grade C (Good Used):<\/strong> Pre-owned with visible cosmetic wear but fully functional.<br>All grades pass our full functional inspection and come with a 12-month warranty.<\/div>\n        <\/div>\n        <div class=\"cs-faq-item\">\n          <div class=\"cs-faq-q\">Are your laptops genuine?<\/div>\n          <div class=\"cs-faq-a\">Yes, all laptops are genuine units from major brands including Lenovo, Dell, HP, and Apple. Each unit \u2014 whether refurbished or used \u2014 is thoroughly tested before shipping.<\/div>\n        <\/div>\n        <div class=\"cs-faq-item\">\n          <div class=\"cs-faq-q\">Do laptops come with a warranty?<\/div>\n          <div class=\"cs-faq-a\">Yes, all pre-owned laptops (both refurbished and used) include a 12-month hardware warranty. See the Warranty tab for full coverage details.<\/div>\n        <\/div>\n        <div class=\"cs-faq-item\">\n          <div class=\"cs-faq-q\">Can I return a laptop if the cosmetic condition isn't what I expected?<\/div>\n          <div class=\"cs-faq-a\">We clearly describe the cosmetic condition and grade for every laptop. Cosmetic wear described in the product listing is not considered a defect. However, if the item you receive does not match the described grade or condition, contact us within 48 hours with photos and we will resolve it at no cost to you.<\/div>\n        <\/div>\n\n        <h2>Returns & Refunds<\/h2>\n        <div class=\"cs-faq-item\">\n          <div class=\"cs-faq-q\">What is your return policy?<\/div>\n          <div class=\"cs-faq-a\">We offer a 14-day return policy for unused items in original packaging. Please contact us before returning any product. See the Returns & Refunds tab for full details.<\/div>\n        <\/div>\n        <div class=\"cs-faq-item\">\n          <div class=\"cs-faq-q\">How long does a refund take?<\/div>\n          <div class=\"cs-faq-a\">Refunds are processed within 5\u20137 business days after we receive and inspect the returned item. It may take an additional 3\u20135 days for the refund to appear on your statement.<\/div>\n        <\/div>\n\n        <h2>Wholesale & Bulk Orders<\/h2>\n        <div class=\"cs-faq-item\">\n          <div class=\"cs-faq-q\">Do you offer wholesale pricing?<\/div>\n          <div class=\"cs-faq-a\">Yes, we offer special pricing for retailers, event companies, and businesses. Contact us with your requirements and we'll provide a custom quote and also can check our shipping delivery, warranty and return policy in our web. .<\/div>\n        <\/div>\n\n        <div class=\"cs-note\">\n          Can't find your answer? Email <strong>info@ecolively.com<\/strong> \u2014 we typically reply within 24\u201348 hours.\n        <\/div>\n      <\/div>\n    <\/div>\n\n    <!-- ===== Contact Us ===== -->\n    <div class=\"cs-tab-content\" id=\"tab-contact\">\n      <div class=\"cs-card\">\n        <h2>Get in Touch<\/h2>\n        <p>At Ecolively, we're committed to providing excellent customer service. Whether you have a question about an order, need help with a product, or want to discuss a wholesale opportunity, we're here for you.<\/p>\n\n        <div class=\"cs-contact-grid\">\n          <div class=\"cs-contact-card\">\n            <h4>Email<\/h4>\n            <p><a href=\"mailto:info@ecolively.com\">info@ecolively.com<\/a><br>Reply within 24\u201348 hours<\/p>\n          <\/div>\n          <div class=\"cs-contact-card\">\n            <h4>WhatsApp<\/h4>\n            <p><a href=\"https:\/\/wa.me\/8615802037364\" target=\"_blank\" rel=\"noopener\">+86 158 0203 7364<\/a><br>Fastest response<\/p>\n          <\/div>\n          <div class=\"cs-contact-card\">\n            <h4>Business Hours<\/h4>\n            <p>Mon\u2013Fri: 9:00\u201318:00<br>Sat: 10:00\u201316:00 (GMT+8)<\/p>\n          <\/div>\n        <\/div>\n\n        <h2>Response Time<\/h2>\n        <ul>\n          <li><strong>Email:<\/strong> We reply to all emails within <strong>24\u201348 hours<\/strong> on business days.<\/li>\n          <li><strong>WhatsApp:<\/strong> Typically the fastest way to reach us \u2014 responses within a few hours during business hours.<\/li>\n          <li>Messages received on weekends or holidays will be answered on the next working day.<\/li>\n        <\/ul>\n\n        <h2>Before You Reach Out<\/h2>\n        <p>Many common questions are answered above. Before contacting us, you might want to check:<\/p>\n        <ul>\n          <li>Your order confirmation email for tracking information<\/li>\n          <li>The FAQ tab above for quick answers<\/li>\n          <li>The Shipping & Delivery tab for delivery estimates<\/li>\n        <\/ul>\n\n        <h2>Company Information<\/h2>\n        <ul>\n          <li><strong>Company:<\/strong> ECOBACKER GLOBAL LIMITED<\/li>\n          <li><strong>Website:<\/strong> www.ecolively.com<\/li>\n          <li><strong>Email:<\/strong> info@ecolively.com<\/li>\n        <\/ul>\n      <\/div>\n    <\/div>\n\n    <!-- \u5e95\u90e8\u8054\u7cfb\u6761 -->\n    <div class=\"cs-footer-contact\">\n      <h3>Still have questions?<\/h3>\n      <p>Chat with us on WhatsApp or drop us an email \u2014 we reply within 24\u201348 hours.<\/p>\n      <div class=\"cs-contact-btns\">\n        <a class=\"cs-contact-btn wa\" href=\"https:\/\/wa.me\/8615802037364\" target=\"_blank\" rel=\"noopener\">Chat on WhatsApp<\/a>\n        <a class=\"cs-contact-btn mail\" href=\"mailto:info@ecolively.com\">Email Us<\/a>\n      <\/div>\n    <\/div>\n  <\/div>\n<\/div>\n\n<script>\n(function(){\n  var tabs = document.querySelectorAll('.cs-tab');\n  var contents = document.querySelectorAll('.cs-tab-content');\n  tabs.forEach(function(tab){\n    tab.addEventListener('click', function(){\n      var target = this.getAttribute('data-tab');\n      tabs.forEach(function(t){ t.classList.remove('active'); });\n      contents.forEach(function(c){ c.classList.remove('active'); });\n      this.classList.add('active');\n      document.getElementById('tab-' + target).classList.add('active');\n    });\n  });\n})();\n<\/script>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"wd-negative-gap elementor-element elementor-element-934fb32 e-flex e-con-boxed e-con e-parent\" data-id=\"934fb32\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-362f580 elementor-widget elementor-widget-html\" data-id=\"362f580\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<script type=\"application\/ld+json\">\n{\n  \"@context\": \"https:\/\/schema.org\",\n  \"@type\": \"FAQPage\",\n  \"mainEntity\": [\n    {\n      \"@type\": \"Question\",\n      \"name\": \"What is your warranty policy?\",\n      \"acceptedAnswer\": {\n        \"@type\": \"Answer\",\n        \"text\": \"Pre-owned laptops come with a 12-month warranty. 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Haben Sie ein Problem mit Ihrem<\/p>","protected":false},"author":7,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"footnotes":""},"class_list":["post-2151","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.ecolively.com\/de\/wp-json\/wp\/v2\/pages\/2151","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ecolively.com\/de\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.ecolively.com\/de\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.ecolively.com\/de\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ecolively.com\/de\/wp-json\/wp\/v2\/comments?post=2151"}],"version-history":[{"count":184,"href":"https:\/\/www.ecolively.com\/de\/wp-json\/wp\/v2\/pages\/2151\/revisions"}],"predecessor-version":[{"id":11898,"href":"https:\/\/www.ecolively.com\/de\/wp-json\/wp\/v2\/pages\/2151\/revisions\/11898"}],"wp:attachment":[{"href":"https:\/\/www.ecolively.com\/de\/wp-json\/wp\/v2\/media?parent=2151"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}