Company Name: WHATECH MOBILE CO., LIMITED
Representative: Huanbin Lin
Website Name: Shop With Unica
Website URL: shopwithunica.com
Business Type: Online Store / E-commerce Retailer
Products Sold: Physical consumer goods sold through an online retail platform
Delivery Area: European Economic Area (EEA) and selected European countries
Payment Methods: Cash on Delivery (COD)
Email Support: info@shopwithunica.com
Customer Support Hours: Monday – Friday, 09:00 – 17:00 (CET)

Company Address:

WHATECH MOBILE CO., LIMITED
Huanbin Lin
Room 505, 5th floor, Beverley Commercial Centre
87-105 Chatham Road South
Tsim Sha Tsui
Hong Kong

Phone: +44 20 3807 7181

Order Processing Time: Orders are typically processed within 24 hours
Return Window: 30 days from the date of delivery

Effective Date: Jan 12, 2026

CONTACT AND CUSTOMER SUPPORT POLICY

This Contact and Customer Support Policy explains how customers can communicate with Shop With Unica, operated by WHATECH MOBILE CO., LIMITED, and outlines the procedures used to handle inquiries, requests, complaints, and service issues.

This policy is designed to ensure transparency and compliance with:

• Directive 2011/83/EU on Consumer Rights
• EU E-commerce Directive (2000/31/EC)
• European consumer transparency regulations
• Digital services transparency requirements

1. CUSTOMER SUPPORT CHANNELS

Customers may contact Shop With Unica through the following official support channels:

Email Support

info@shopwithunica.com

Telephone Support

+44 20 3807 7181

Postal Address

WHATECH MOBILE CO., LIMITED
Huanbin Lin
Room 505, 5th floor, Beverley Commercial Centre
87-105 Chatham Road South
Tsim Sha Tsui
Hong Kong

These contact channels are available for inquiries related to:

• Orders
• Shipping
• Returns and refunds
• Product information
• Technical issues with the website
• Consumer rights requests
• Complaints or dispute resolution

2. CUSTOMER SUPPORT HOURS

Customer support services are available during the following hours:

Monday – Friday:

09:00 – 17:00 (Central European Time)

Requests submitted outside support hours may be processed on the next business day.

Response times may vary depending on the complexity of the inquiry.

3. RESPONSE TIME EXPECTATIONS

Shop With Unica aims to respond to all customer inquiries as quickly as possible.

Typical response times:

• General inquiries: within 24–48 hours
• Order-related inquiries: within 24 hours
• Return requests: within 48 hours
• Complaint investigations: within 3–5 business days

More complex issues may require additional time for investigation or coordination with logistics partners.

4. CUSTOMER INQUIRY PROCESS

When contacting support, customers are encouraged to provide sufficient information to allow efficient assistance.

This may include:

• Full name
• Order number
• Email address used for the order
• Description of the issue
• Photos or documentation if relevant

Providing accurate information helps reduce delays in resolving requests.

5. COMPLAINT HANDLING PROCEDURE

Shop With Unica is committed to resolving customer complaints in a fair and transparent manner.

If a customer is dissatisfied with a product or service, they may submit a complaint through the official support channels.

The complaint review process typically includes:

1. Acknowledgment of the complaint
2. Review of relevant order information
3. Investigation of the issue
4. Communication of the proposed resolution

Possible resolutions may include:

• Replacement of the product
• Refund
• Exchange
• Additional support or clarification

All complaints are handled in accordance with applicable consumer protection laws.

6. ESCALATION PROCEDURES

If a customer believes their issue has not been resolved satisfactorily, they may request escalation for further review.

Escalated cases may undergo additional internal review to ensure fairness and compliance with company policies and applicable legal obligations.

Customers may also have the right to use external dispute resolution mechanisms.

7. ONLINE DISPUTE RESOLUTION (ODR)

Consumers located within the European Union may use the European Commission Online Dispute Resolution platform for disputes related to online purchases.

The platform is available at:

European Commission ODR Platform

The ODR platform allows consumers and businesses to attempt dispute resolution without court proceedings.

8. CUSTOMER COMMUNICATION GUIDELINES

Shop With Unica strives to maintain professional and respectful communication with customers at all times.

Customers are expected to communicate respectfully with support representatives.

Abusive, threatening, or inappropriate communications may result in restrictions on support access.

9. SERVICE LIMITATIONS

Customer support may not be able to assist with issues caused by factors outside the company’s control, including:

• Courier delays caused by external conditions
• Incorrect delivery addresses provided by the customer
• Product misuse after delivery
• Issues related to third-party services not controlled by the company

However, reasonable assistance will always be provided where possible.

10. POLICY UPDATES

This Contact and Customer Support Policy may be updated periodically to reflect operational improvements or legal changes.

The latest version will always be published on the website with the updated effective date.