This Team and Service Policy (“Policy”) sets forth the principles, standards, and practices governing the organizational structure, internal teams, service philosophy, and operational responsibilities of Huaihua Xuda Cross-Border E-Commerce Co., Ltd. (“Company,” “we,” “us,” or “our”) in connection with the provision of cross-border e-commerce services for mother and baby products and toys through our website and related platforms (collectively, the “Services”).

This Policy is intended to provide transparency regarding how our teams operate, how services are delivered, and how we uphold professional, ethical, and quality standards throughout our business activities.

1. Purpose and Objectives

The objectives of this Policy are to:

  • Define the roles and responsibilities of our internal teams
  • Establish service principles applicable to all customer-facing and operational activities
  • Promote consistent service quality and accountability
  • Ensure compliance with applicable laws, industry norms, and internal standards
  • Reinforce our commitment to safety, reliability, and professionalism in the mother and baby products sector

This Policy applies to all employees, contractors, and authorized personnel involved in the Company’s operations.

2. Organizational Structure and Team Composition

The Company maintains a structured organizational framework designed to support efficient cross-border e-commerce operations.

Our internal teams may include, but are not limited to:

  • Product sourcing and evaluation teams
  • Quality control and compliance teams
  • Supply chain and logistics coordination teams
  • Operations and platform management teams
  • Customer service and after-sales support teams
  • Data, technology, and system maintenance teams
  • Management and oversight personnel

Each team operates within defined responsibilities to ensure effective collaboration and service continuity.

3. Team Qualifications and Professional Standards

All team members are expected to meet professional standards appropriate to their roles.

This includes:

  • Relevant education, training, or experience
  • Understanding of applicable product safety and compliance requirements
  • Familiarity with cross-border e-commerce operations
  • Commitment to ethical conduct and responsible business practices

The Company may provide internal training or guidance to support consistent performance and service quality.

4. Service Philosophy

Our service philosophy is based on the following principles:

  • Customer-Oriented Approach: Services are designed to meet reasonable customer expectations while maintaining safety and compliance.
  • Transparency: Clear communication regarding services, processes, and policies.
  • Consistency: Standardized procedures to ensure uniform service quality.
  • Responsibility: Accountability at both individual and organizational levels.
  • Continuous Improvement: Ongoing review and enhancement of service practices.

These principles guide all service-related decisions and interactions.

5. Product Knowledge and Category Responsibility

Given our focus on mother and baby products and toys, team members involved in product-related services are expected to:

  • Understand age-appropriate usage considerations
  • Be aware of general safety expectations applicable to infant and child products
  • Follow internal product handling and presentation standards
  • Avoid misleading or unsupported claims regarding product features or suitability

This approach supports responsible representation of products across our Services.

6. Quality Control and Internal Review

The Company maintains internal quality control measures designed to:

  • Review product listings and descriptions
  • Monitor fulfillment and service performance
  • Identify potential risks related to safety or compliance
  • Address service inconsistencies

Quality reviews may be conducted periodically or in response to identified issues.

7. Service Scope and Limitations

The Services provided by the Company include:

  • Online product presentation and ordering functionality
  • Order processing and coordination
  • Logistics and delivery coordination through third parties
  • After-sales service administration in accordance with published policies

The Company does not provide medical, childcare, or professional advice. Products are offered for general consumer use based on manufacturer-provided information.

8. Customer Service Standards

Customer service teams are expected to operate in accordance with the following standards:

  • Professional and respectful communication
  • Accurate handling of service-related inquiries
  • Adherence to published policies and procedures
  • Timely internal escalation of unresolved issues

Service responses are subject to operational capacity and applicable policies.

9. Internal Communication and Coordination

Effective service delivery depends on coordination among internal teams.

The Company maintains internal communication mechanisms to:

  • Share operational updates
  • Coordinate order fulfillment and service responses
  • Address service disruptions or delays
  • Support cross-functional collaboration

10. Training and Knowledge Development

The Company recognizes the importance of ongoing learning.

Training efforts may include:

  • Orientation for new team members
  • Updates on service procedures and policies
  • General awareness of product category responsibilities
  • Guidance on regulatory or compliance changes

Training methods may vary based on role and operational needs.

11. Ethical Conduct and Integrity

All personnel are expected to conduct themselves with integrity and professionalism.

This includes:

  • Honest representation of products and services
  • Avoidance of deceptive or unfair practices
  • Respect for customer rights and expectations
  • Protection of confidential and proprietary information

Violations of ethical standards may result in corrective action.

12. Data Handling and Confidentiality

Teams handling customer or operational data are required to:

  • Follow internal data protection procedures
  • Limit access to authorized personnel only
  • Use data solely for legitimate business purposes
  • Support the Company’s privacy and security commitments

Data handling practices align with the Company’s published Privacy Policy.

13. Third-Party Service Coordination

Certain services are supported by third-party partners, including logistics and technology providers.

The Company’s teams are responsible for:

  • Coordinating service delivery with third parties
  • Monitoring service performance where feasible
  • Addressing issues related to third-party service integration

The Company does not directly control third-party operations.

14. Service Performance Monitoring

Service performance may be monitored through:

  • Internal reviews and assessments
  • Operational metrics and system data
  • Issue tracking and resolution records

Performance insights are used to support service improvements.

15. Handling of Service Issues and Complaints

Service issues are addressed in accordance with applicable policies.

The Company may:

  • Review reported issues
  • Conduct internal assessments
  • Implement corrective actions where appropriate

Outcomes are determined based on available information and policy requirements.

16. Safety Awareness and Risk Management

Given the sensitive nature of mother and baby products, teams are expected to:

  • Maintain general awareness of product safety considerations
  • Escalate potential safety concerns internally
  • Support responsible product handling and presentation

The Company does not replace regulatory authorities or product manufacturers.

17. Service Continuity and Availability

While the Company aims to maintain consistent service availability, interruptions may occur due to:

  • System maintenance
  • Technical issues
  • External disruptions
  • Force majeure events

Service availability is not guaranteed at all times.

18. Limitations of Responsibility

The Company’s services are provided on an “as is” and “as available” basis to the extent permitted by law.

The Company does not guarantee:

  • Uninterrupted or error-free services
  • Specific service outcomes
  • Absolute suitability of products for individual needs

19. Compliance With Laws and Regulations

The Company endeavors to operate in accordance with applicable laws and general regulatory principles relevant to cross-border e-commerce and consumer protection.

This Policy does not limit mandatory rights that cannot be excluded under applicable law.

20. Internal Accountability

Team members are accountable for:

  • Compliance with this Policy
  • Adherence to internal procedures
  • Responsible execution of assigned duties

Management retains oversight responsibility for policy implementation.

21. Continuous Improvement

The Company is committed to improving team performance and service quality.

Improvements may involve:

  • Policy updates
  • Process refinements
  • Operational adjustments
  • Enhanced training initiatives

22. Policy Updates and Revisions

The Company reserves the right to revise this Policy at any time.

Updated versions will be published on the website and will take effect upon publication.

23. Relationship to Other Policies

This Policy should be read together with other applicable Company policies, including:

  • Privacy Policy
  • Shipping Policy
  • Return & Refund Policy
  • Terms and Conditions

In the event of inconsistency, specific policies governing a particular matter shall prevail.

24. Language

This Policy is written in English. In the event of any translation, the English version shall prevail unless otherwise required by law.

25. Acknowledgment

By accessing or using the Company’s Services, you acknowledge that you have read, understood, and accepted this Team and Service Policy.