Customer Rights Rules

Beijing Xiuzhentang Customer Rights and Interests Rules

Version Date: September 5, 2026

Effective Date: Effective from the date of publication

Issuing Entity: Beijing Xiuzhentang Culture and Art Co., Ltd.

Applicable Channels: Company official website, WeChat Mini Program

Preface

Beijing Xiuzhentang is committed to providing customers with high-quality embroidery artworks and professional services. These Rules clarify the provisions related to customer identity management, noble titles, customer rights and interests, and codes of conduct, so as to protect the legitimate rights and interests of customers. Customers are requested to read them carefully.

Chapter 1 Customer Identity and Information Management

Article 1 Principles of Customer Identity Identification and Attribution of Rights and Interests

  1. The order payment page prompts customers to retain a commonly used mobile phone number for registering consumption records and customer service. The mobile phone number is voluntarily filled in by the customer.
  2. The mobile phone number filled in by the customer will serve as the customer’s identity identifier and customer account; if not filled in, the system will automatically use the last 8 digits of the customer’s payment account as the customer code.

Orders with the same mobile phone number/last 8 digits of the payment account will be automatically merged, and consumption records will be uniformly consolidated.

  1. Customers can make purchases without registering or logging in, and a customer file will be automatically generated upon payment completion.
  2. Login method: choose one of mobile phone number/last 8 digits of payment account + password/SMS verification code to enter “My Xiuzhentang,” where you can check consumption records and modify shipping addresses; first-time login requires setting a password yourself, and the operating permissions of the two login channels are completely identical.

Article 2 Recommendations for Supplementing Real-Name Information

  1. Real-name information (name, ID) is voluntarily supplemented. Supplementation is recommended in the following scenarios:

– Those with long-term return needs;

– Those who need to publish information in the collection transfer zone.

  1. For those who have not supplemented or have deleted real-name information, normal shopping and shipping will not be affected, and customers may add or remove real-name information at any time.

Article 3 Customer Information Protection

  1. The company adopts security protection measures in accordance with the Personal Information Protection Law and the Cybersecurity Law.
  2. Customer information will not be used for unrelated marketing and will not be disclosed to third parties, except as mandatorily required by laws and regulations.
  3. For information leakage caused by uncontrollable external factors such as hacker attacks and illegal third-party intrusion, the company shall not bear legal liability, but will promptly inform customers and cooperate with investigations; network technology cannot achieve 100% absolute security of information, and customers should be aware of this objective situation.

Article 4 Retention of Transaction Archives

  1. The mobile phone number, the last 8 digits of the payment account, and the corresponding consumption records shall be retained as part of the sales archives for the statutory period in accordance with the law. Customers deleting personal information or canceling accounts cannot clear such records.
  2. Customers may voluntarily apply to cancel their accounts; after cancellation, all noble titles and exclusive rights and interests will be immediately reset to zero, and the operation should be carried out with caution.

Chapter 2 Custody Service

Article 5 Custody Period and Fees

After the purchased embroidery is notified for shipment, if the customer is unable to receive the goods, they may apply for a delayed shipment, with a maximum delay of 30 days:

  1. For delayed custody within 30 days, no custody fee is charged;
  2. Beyond 30 days, regardless of whether a delay has been applied for or whether a custody entrustment letter has been signed, a custody fee shall be uniformly charged:

– Without a signed custody entrustment letter: RMB 1.20 per piece per day;

– With a signed “Custody Service Entrustment Letter”: RMB 0.60 per piece per day, with the billing start date being the day after the 30-day delay period is reached;

  1. The custody fee billing end date is the day before the customer applies for shipment.

Chapter 3 Customer Exclusive Rights and Interests

Necessary exclusive rights and interests are provided to customers with strong spending power, and the company determines noble title levels based on total consumption. The customer’s cumulative consumption amount is the payment actually paid for goods, excluding additional service fees such as shipping, packaging, and tariffs. Noble titles only rise and never fall, and are accumulated for life; customers’ transaction status is equal for all, and noble titles merely represent collecting strength and brand loyalty.

Article 6 Noble Title Levels and Their Exclusive Rights and Interests

Noble Title Cumulative Consumption Title Quota Exclusive Rights and Interests

Baron 100,000–500,000 60 One handprint certificate from Master Zhu Juncheng

Viscount 500,000–2,000,000 30 One single-person portrait embroidery for the customer, 0.5–1 square chi

Earl 2,000,000–5,000,000 16 One embroidery portrait of 2–3 customers, 1–2 square chi

Marquis 5,000,000–15,000,000 8 Customer family series portrait embroidery, total 3–4 square chi, can be

split into 2–3 combined pieces

Duke 15,000,000–30,000,000 3 Total 4–5 square chi custom embroidered painting, can be split into

3–4 combined pieces

Duke · Heavenly Seal Grade ≥30,000,000 1 Total 6–8 square chi custom embroidered painting, can be split into

multiple combined pieces

Special Notes:

  1. The above exclusive rights and interests are all obtained free of charge, and the relevant customers only need to provide the specific required content (within mainland China, fees including embroidery, transportation and logistics, and insurance are exempted; for overseas, tariffs, transportation and logistics fees, and other additional fees are in principle not exempted and shall be borne by the customers themselves, but customers may communicate and negotiate with the company according to specific circumstances, and the company will handle it as appropriate).
  2. Duke-level works are limited by the master’s creative energy, with at most 2 seats arranged globally each year, scheduled in order of signing.

Article 7 General Rights and Interests for All Customers (Subject to the Current Operating Notice)

  1. May participate in irregular free distribution of souvenirs;
  2. Free reading of the official account’s exclusive aesthetics column, master’s creation notes, ancient Buddhist painting textual research, and professional embroidery collection articles;
  3. Online Q&A on the authenticity of collections and free consultation on collection planning;
  4. Independent registration for offline exhibition hall visits, aesthetics lectures, and online collector exchange cultural activities, with limited quotas implemented according to allocation;
  5. For embroidery restoration and frame/glass/cardboard accessory replacement, enjoy a 20% discount on the official quotation.

Article 8 Earl Exclusive Value-Added Rights and Interests

Free electronic archiving of embroidery collections under the customer’s name;

  1. Priority for booking offline art exhibitions and study tour activities;
  2. Priority consultation and priority purchase for globally limited master co-branded works of 7 pieces or fewer;
  3. Complimentary souvenirs and collection cards autographed by the master;
  4. One-on-one suggestions for custom collection matching and long-term collection planning.

Article 9 Marquis Exclusive Value-Added Rights and Interests

 

  1. Includes all Earl rights and interests;
  2. An exclusive art consultant follows up throughout the process, providing custom collection matching and long-term planning;
  3. Targeted invitation to purchase globally unique works of only 2 pieces and master-limited co-branded works;
  4. Highest-priority seats for famous master lectures and high-end collector closed-door exchange meetings;
  5. Priority invitation to private art visits, international art exhibitions, and artist private interview activities.

Article 10 Duke · Five Seals Grade Exclusive Value-Added Rights and Interests

  1. Includes all Marquis rights and interests;
  2. May participate in the certificate delivery ceremony at the master’s studio;
  3. Priority locking of Duke-grade work scheduling;
  4. Full set corresponding to the “Authentication Treasure Album” and exclusive brocade box.

Article 11 Duke · Heavenly Seal Grade Exclusive Value-Added Rights and Interests

  1. Includes all Duke · Five Seals Grade rights and interests;
  2. One-on-one exclusive reception service by the founder/art director;
  3. Specially invited seat at the annual private art appreciation meeting;
  4. Exclusive gift of a limited edition master-autographed work collection;
  5. Private delivery ceremony in front of the master’s embroidery frame, with full video documentation of the delivery included;
  6. This grade has only one seat globally and will not be open to the public after it is taken.

Chapter 4 Customer Code of Conduct

Article 12 Violations and Handling Measures

In the event of the following acts, the company will, depending on the circumstances, restrict service participation, suspend exclusive rights and interests, or permanently cancel the account:

  1. Maliciously defaming, spreading rumors, malicious negative reviews, or spreading false information to damage the reputation of the brand, embroidery masters, or collections;
  2. Counterfeiting the company’s embroidery, forging certificates or manuals, or publishing false collection information in the transfer section;
  3. Harassing staff/other customers in the customer service area or customer community, or publishing illegal, vulgar, politically related, or external traffic-driving content;
  4. Unauthorized alteration, copying, or imitation of the company’s original embroidery, infringing intellectual property rights.

Chapter 5 Supplementary Provisions

Article 13 Consultation Channels

Through the official website’s “Contact Us” or the official website/Mini Program online customer service, you can inquire about noble titles and business handling issues.

Article 14 Rule Amendments

The company may revise these Rules according to operational adjustments. The new version will be simultaneously published on the official website and official account and will take effect immediately after publication.

Article 15 Explanation of the Nature of Rights and Interests

  1. Customer noble titles are automatically determined based on historical consumption records;
  2. The value-added benefits in Articles 7–11 are brand bonus services, and the specific content is subject to the current announcement; the company will try to maintain stability;
  3. When inventory, costs, or activity planning change, value-added services may be adjusted, and the official channels will inform in advance before adjustment.
  4. If a customer commits violations or illegal acts, the company has the right to freeze or cancel exclusive rights and interests;
  5. Customer noble titles are valid for life, only rise and never fall, and are permanently accumulated;
  6. All customer activities and exclusive services are subject to the current published rules;
  7. The full set of handprints, brocade box craftsmanship, material standards, and quality inspection processes of the “Authentication Treasure Album” are internal execution documents and are not disclosed to external customers.

Article 16 Dispute Resolution

Disputes related to transactions and rules shall be preferentially resolved through negotiation; if negotiation fails, either party may file a lawsuit with the people’s court at the company’s registered address.

Article 17 Relationship with Other Rules

These Rules, together with the “Beijing Xiuzhentang Embroidery Return and Exchange Rules” and the “Customer Collection Transfer Information Publishing Rules,” constitute a complete transaction service framework, and the three complement one another.

– Return and exchange matters shall be governed by the “Beijing Xiuzhentang Embroidery Return and Exchange Rules”;

– Collection transfer matters shall be governed by the “Customer Collection Transfer Information Publishing Rules”;

– Customer identity, noble titles, and service rights and interests matters shall be governed by these Rules.

See also the Beijing Xiuzhentang “Embroidery Restoration and Accessory Replacement Price List.”