User Agreement

Welcome to Pn29.com‘s cross-border e-commerce services (hereinafter referred to as “the Services”). This Agreement is a legally binding contract entered into between you (the User) and the operator of Pn29.com (hereinafter referred to as “we/us”). By completing the registration process or using the Services, you are deemed to have fully read, understood, and accepted all terms of this Agreement, as well as special rules including the Privacy Policy and Return Policy, and agreed to be bound thereby.​

I. General Provisions​

1. 【Parties to the Agreement】 This Agreement applies to users in the United States and Canada (hereinafter referred to as “you”) and the operator of Pn29.com (hereinafter referred to as “we/us”). The formation, performance, and validity of this Agreement comply with the provisions of the U.S. Electronic Signatures in Global and National Commerce Act (ESIGN Act) and Canada’s Electronic Documents and Electronic Signatures Act.​

2. 【Scope of Services】 This website is a compliant cross-border e-commerce independent platform, providing you with services including product display, cross-border transactions, international logistics and delivery, customs clearance assistance, and after-sales services. You acknowledge the characteristics of cross-border services, including but not limited to uncontrollable factors such as international logistics delays, customs inspections, and changes in tax policies. We will exercise reasonable care to ensure service quality.​

3. 【Governing Law】​

• Governed by the Federal Trade Commission Act (FTC Act), California Consumer Privacy Act (CCPA/CPRA), and Mail, Internet, or Telephone Order Merchandise Rule;​

• For Canadian users: Governed by the Personal Information Protection and Electronic Documents Act (PIPEDA), Consumer Protection Act, and relevant provincial regulations;​

• For cross-border trade matters: Simultaneously governed by the United Nations Convention on Contracts for the International Sale of Goods (CISG).​

4. 【Contact Information】​

• General Inquiries: Website “Contact Us” channel, official email [email protected], platform work order system;​

• Response Timeframe: Emergency matters (e.g., customs detention, product damage) will be responded to within 24 hours; written responses to general inquiries will be provided within 3 business days.​

II. Account Registration and Management​

(I) Registration Obligations​

When registering, you must provide true, accurate, and complete legal information (including but not limited to legal name, valid North American shipping address, real-name email address, and legitimate payment account information) and update such information in a timely manner to maintain its validity. If false, forged, or invalid information provided by you results in failure to fulfill orders, customs clearance issues, or legal liabilities, we reserve the right to refuse services, suspend, or terminate your account without assuming any liability for compensation.​

(II) User Information Protection and Compliance​

1. We will protect your personal information and payment data in accordance with CCPA/CPRA, PIPEDA, and the Payment Card Industry Data Security Standard (PCI DSS), collecting only “the minimum necessary information to fulfill orders” and refraining from excessive collection of sensitive data (e.g., passport numbers or social security numbers without legal basis);​

2. You are entitled to the following rights: right of access to personal information, right to correction, right to deletion, and right to opt out of commercial use. You may submit a written application through the website’s “Privacy Center – Contact Us”:​

• Opt-Out Requests: In accordance with CCPA/CPRA requirements, we will confirm receipt of your request within 15 calendar days and complete the processing within the statutory time limit (no longer than 45 calendar days from the date of receiving the request). If an extension is required due to special circumstances, we will notify you in writing and the extension period shall not exceed an additional 45 calendar days.

• Deletion/Access Requests: Processing and feedback will be provided within 45 days; under special circumstances, the processing period may be extended by 45 days in accordance with the law (with written notification);​

• Application records will be retained for 24 months for inspection;​

3. You agree that we may cross-border transfer necessary information (including but not limited to shipping information and order information) to compliant logistics providers and payment service providers for the purpose of fulfilling orders. Such transfers will be encrypted using TLS1.3, complying with cross-border data transfer regulatory requirements. Prior to your registration or use of our services, we will clearly inform you of the specific third-party entities receiving the data, the scope of the transferred information, and the purpose of the transfer, and obtain your express consent. You have the right to withdraw such consent at any time (the withdrawal shall not affect the legitimate transfers completed based on your prior consent).

(III) Account Security and Usage Restrictions​

1. You shall properly safeguard your account credentials (username, password, two-factor authentication information, etc.), and bear legal responsibility for consequences resulting from improper account protection; If account abnormalities are caused by platform security vulnerabilities (confirmed by technical verification), we will assume reasonable compensation liability based on your actual direct losses. When you discover account theft, leakage, or other abnormalities, you must immediately submit a written notification and identity verification documents through customer service channels, and we will take measures such as freezing the account within 24 hours upon verification.

2. In the event of account theft, leakage, or other abnormalities, you must immediately submit a written notification and identity verification documents through customer service channels. We will take measures such as freezing the account and preventing losses within 24 hours upon verification. You shall bear reasonable losses resulting from improper account protection. However, If we fail to take measures such as freezing the account within 24 hours after verifying your valid notification of account abnormalities (provided you have submitted complete identity verification documents), we shall bear reasonable liability for the directly expanded losses.

3. Accounts are for your personal use only and may not be lent, leased, gifted, or transferred. You shall bear all order disputes, legal liabilities, and losses arising from violations of this provision, and we reserve the right to suspend or terminate the account.​

(IV) Account Termination​

1. You must submit a written account termination application through the designated website channel. Prior to termination, you shall settle all unpaid orders, taxes, and liquidated damages;​

2. After account termination, we will delete or anonymize your personal information within 30 days. Retained information will only be used to fulfill legal obligations such as tax declaration and customs filing, or to handle unresolved order disputes. The retention period strictly complies with CCPA/PIPEDA and relevant tax laws (not exceeding the statutory retention period). For specific details, please refer to the Privacy Policy.​

III. Orders, Payments, and Customs Clearance​

(I) Order Effectiveness and Fulfillment​

1. Placing an order through the website constitutes your offer to purchase. We will review the order (including inventory, payment information, and shipping address compliance) within 24 hours of receipt. The order will take effect upon successful review and confirmation of payment;​

2. We will provide products and services in accordance with the order terms, and you shall pay the purchase price and relevant taxes (e.g., U.S. state sales tax, Canadian GST/HST) as agreed. Tax amounts will be clearly displayed during order checkout, and we will collect and remit taxes to the corresponding tax authorities in accordance with the law.​

(II) Payment Rules​

1. We support compliant payment channels meeting PCI DSS standards, including PayPal and Visa. You shall complete payment within 12 hours of placing the order;​

2. If you fail to complete the payment within 24 hours of placing the order, we reserve the right to cancel the order. If your late payment causes us actual losses, we may claim compensation for such losses (including but not limited to inventory occupation fees, system processing fees, etc.), where the compensation amount shall be limited to the actual losses incurred and shall not exceed 10% of the total order amount (this limit is a reasonable estimate of expected losses and not a punitive clause). We will provide you with a written calculation basis and relevant supporting documents for the losses.

3. You may not use illegal payment methods such as stolen cards or money laundering. In the event of a payment dispute (e.g., chargeback), you shall cooperate in providing order documents, delivery confirmation, and other materials to assist with verification. For malicious chargebacks (e.g., chargeback without just cause after receiving the product), we reserve the right to pursue your liability for breach of contract and suspend or terminate your account.​

(III) Customs Clearance Compliance Obligations​

1. We will truthfully declare order information (product name, specifications, transaction price) to customs in accordance with U.S. CBP and Canadian CBSA customs clearance rules, and do not support under-declaration, over-declaration, or false declaration in any form;​

2. You shall cooperate in providing legitimate documents required for customs clearance (e.g., order documents, identity verification materials). You shall bear all losses such as customs clearance delays, detention, or fines resulting from failure to provide documents in a timely manner, or provision of false or inconsistent information;​

3. If customs clearance issues arise due to our declaration errors or defective documents, we will bear the relevant losses. We may provide customs clearance consultation and assistance but shall not be liable for losses caused by customs administrative actions.​

IV. Logistics and Delivery​

(I) Logistics Services​

We entrust compliant cross-border logistics providers registered with the U.S. FMC and certified by Canadian CBSA (including USPS, UPS, FedEx, Canada Post, DHL, etc.) to provide delivery services:​

• You may select the logistics method when placing the order;​

• Delivery Timeframe: Standard delivery takes 7-15 business days; expedited delivery takes 3-7 business days;​

• A unique logistics tracking number will be provided for real-time query.​

(II) Inspection Upon Delivery and Objections​

1. You shall inspect the product’s appearance, quantity, and packaging integrity on-site upon delivery;​

2. You shall inspect the appearance, quantity, and packaging integrity of the product on site upon delivery. If you discover damage, shortage, or discrepancies with the order, you must immediately request a written damage/shortage certificate from the logistics provider and submit a written objection together with relevant evidence (photos, logistics certificate) via the official email ([email protected]) or the platform work order system within 7 calendar days (for US users); failure to submit a written objection within the specified time limit (including delivery received by a third party on your behalf) shall be deemed confirmation that the appearance and quantity of the product comply with the order terms (excluding product quality issues).

3. You shall not claim rights on the grounds of product appearance damage or quantity shortage thereafter (unless supported by contradictory evidence).

4. Minor packaging wear caused by cross-border transportation (not affecting product function or use) shall not be deemed a quality issue.​

V. Products, Returns, and Refunds​

(I) Product Compliance Commitment​

All products sold on the website comply with relevant North American safety standards (U.S. FCC, CPSC, FDA; Canadian CSA, Health Canada). Product adaptation information (e.g., voltage 110V, applicable regions) is clearly indicated on the product detail page. You shall carefully verify product information before placing an order. You shall bear all liabilities for returns resulting from failure to verify adaptability (where the product has no quality issues).​

(II) Return Period and Exceptions​

1. Return periods comply with statutory requirements:​

•  For US users: Subject to the return period specified in the Mail Order Rule and state consumer protection laws (the state regulations that are longer than 7 calendar days shall prevail; the minimum return period shall not be less than 7 calendar days), the return period commences on the date of logistics delivery.

• For Canadian users: Subject to the statutory return period specified in provincial Consumer Protection Acts (usually 15-30 days; specific provisions by individual provinces shall prevail);​

• The return period commences on the date of logistics delivery. You shall submit a return application within the statutory period.​

2. Products not eligible for unconditional return (except for statutory quality issues):​

• Customized products (personalized according to your requirements);​

• Opened personal care products and intimate apparel;​

• Perishable products (e.g., food, fresh flowers);​

• Used or damaged products (excluding reasonable inspection).​

(III) Return Rules and Refunds​

1. Returned products must meet the following requirements:​

• For products without quality issues: Unused with intact functionality;​

• Original packaging intact with all accessories included (e.g., user manuals, labels, free gifts);​

• Compliance with export regulations of the destination country/region.​

2. Bearer of Return Shipping Costs:​

• Return shipping costs shall be borne by us if the return is due to product quality issues, incorrect shipment by us, or significant discrepancies between the product and its description;​

• Return shipping costs shall be borne by you if the return is due to personal reasons (e.g., change of mind, failure to verify adaptability).​

3. Refund Process:​

• After your return application is approved, you shall ship the product to the designated address within 3 days;​

• We will refund the actual amount paid (excluding coupon deductions and original delivery fees for returns without quality issues) within 7-14 business days of receiving and inspecting the returned product;​

• Taxes will be refunded or credited in accordance with customs regulations. If the returned product is detained by customs due to non-compliance with export regulations, the refund will be suspended until the product is returned to our warehouse.​

4. For returns without quality issues, we shall not charge a depreciation fee unless we can prove that the product’s functionality is materially damaged or its resale value is significantly impaired due to your unreasonable use (beyond normal inspection). In such cases, the depreciation fee shall be determined solely based on the actual depreciation degree (not exceeding the actual loss of resale value), and we must provide a detailed written evaluation basis (including product inspection reports and reasonable residual value assessment basis, consistent with federal/state/provincial consumer protection regulations) that complies with federal and state/provincial consumer protection regulations. You have the right to challenge the evaluation basis and request a re-evaluation.

VI. Intellectual Property and Prohibited Conduct​

(I) Intellectual Property Protection​

All content on this website (including but not limited to website design, logos, text, data, and software) is owned by us or relevant right holders and protected by the U.S. Copyright Act, Canadian Copyright Act, and other applicable laws. Without prior written permission, you may not copy, reprint, distribute, modify, use for commercial purposes, or otherwise infringe upon the above content.​

(II) Liability for User-Generated Content​

By uploading content such as reviews and product photos, you grant us a free, non-exclusive, and transferable global license to use such content (including display, distribution, and editing). You warrant that the content does not infringe upon the intellectual property rights, privacy rights, reputation rights, or other legitimate rights and interests of third parties. Otherwise, you shall bear full legal responsibility for any resulting losses (including compensation for our losses and legal costs).​

(III) Prohibited Conduct​

You may not use the website to engage in the following illegal or non-compliant conduct:​

1. Selling or purchasing products prohibited by North American laws and regulations (e.g., FDA-prohibited imported drugs, regulated medical devices, infringing products, flammable and explosive items);​

2. Malicious brushing, posting false reviews, stealing other users’ accounts, distributing malicious software, or interfering with the normal operation of the website;​

3. Violating FTC anti-fraud and anti-false advertising rules by publishing misleading information or engaging in fraudulent transactions;​

4. Other conduct violating federal/state/provincial laws, public order and good customs, or the provisions of this Agreement.​

In the event of a violation of the above provisions, we reserve the right to immediately suspend or terminate your account, pursue your liability for breach of contract, and cooperate with relevant law enforcement authorities in investigations. You shall bear all resulting losses.​

VII. Disclaimer and Limitation of Liability​

1. 【Force Majeure and Uncontrollable Factors】 We shall not be liable for breach of contract if service interruptions or order fulfillment failures are caused by force majeure (e.g., earthquakes, typhoons, floods), government bans, customs controls, international logistics disruptions, cyberattacks, server failures, or other reasons not attributable to us. However, we shall notify you within 24 hours and provide reasonable remedies such as refunds or delayed delivery.​

2. 【Third-Party Liability】 We shall not be directly liable for the independent performance of third parties (payment providers, logistics providers, customs clearance agents, etc.), but we need to conduct due diligence on the compliance of third parties and fulfill necessary supervision obligations. If we fail to fulfill review or supervision obligations (e.g., selecting unqualified third parties) leading to losses suffered by you, We will assume corresponding supplementary liability based on our fault degree, and you may claim compensation from us or the relevant third party according to the actual performance of each party.