Return & Refund Policy
1. General Provisions
1. This policy applies to after-sales return and refund services for all transaction orders on this platform.
2. This platform only supports **conditional returns and refunds**. All applications must comply with the conditions specified in this policy, and merchants shall fulfill their after-sales obligations in accordance with the law.
3. Returned items must remain intact with original product, accessories, packaging, and receipts, free from man-made damage, modification, stains or any conditions that affect resale or inspection.
2. Eligible Conditions for Returns & Refunds
Customers may apply for return, replacement or repair if any of the following conditions is met:
- Product quality issues: functional failure, breakage, defect, leakage, deterioration, inability to use normally, etc.;
- Product not as described: material, size, specification, color, function, etc. inconsistent with product details;
- Wrong item shipped: received product model, quantity, style inconsistent with order;
- Counterfeit, shoddy or unbranded products, or missing original accessories, manuals, warranty cards;
- Expired, near-expired (not disclosed in advance), or damaged food, cosmetics and other products;
- Product damaged or lost during delivery (merchant shall bear primary after-sales responsibility).
3. Delivery Fee Policy
| Reason |
Party Responsible |
Notes |
| Quality issues / Not as described |
Merchant |
Covers outgoing & return Delivery; customer may prepay and claim reimbursement with receipt |
| Wrong / Missing items |
Merchant |
Unconditionally covers all Delivery; priority re-delivery or replacement |
| Logistics damage / loss |
Merchant |
Merchant compensates first, then claims from logistics company |
| Customer man-made damage / misuse |
Customer |
Merchant may reject return; repair fees borne by customer if needed |
4. Return & Refund Process
- Submit Application: Initiate “Refund” or “Replacement” on order page, upload evidence (photos/videos);
- Merchant Review: Merchant completes review within **36 hours**; system auto-approves if expired;
- Return Item: After approval, customer returns intact item within 7 days and fills tracking number;
- Inspection: Merchant completes inspection within **48 hours** after receiving item;
- Completion: After passing inspection, merchant issues refund or re-delivers within 7 days.
5. Product Inspection Standards
- Product, accessories, gifts, manuals, invoices and original packaging must be complete;
- Issues must be caused by merchant/product, not man-made damage, disassembly, modification or stains;
- Customer must provide valid evidence; false applications will be rejected;
- Merchant reserves right to reject or negotiate if inspection fails.
6. Refund & Replacement Rules
1. Refund Rules
- Refund amount: full product price + applicable taxes, returned to original payment account;
- Refund time: completed within 7 days after passing inspection, postponed on holidays;
- Partial refund: for minor issues, partial refund without return may be agreed by both parties.
2. Replacement Rules
- Replacement product must be new, original, same model and specification;
- Merchant ships replacement within 72 hours after passing inspection;
- Customer may unconditionally request refund if replacement fails twice.
7. Special Product Rules
- Electronics: official inspection report required; quality issues handled per brand policy;
- Apparel & Shoes: returnable for quality defects (seam break, damage, serious color difference), must be new;
- Food & Cosmetics: returnable if expired/deteriorated; medical proof required for personal allergy;
- Custom products: returnable only for quality issues; non-quality issues not accepted.
8. Rights Protection & Dispute Resolution
1. If parties fail to reach agreement, apply for platform official customer service intervention;
2. For unresolved disputes, pursue rights through platform or judicial channels;
3. Customer must keep order screenshots, product evidence, tracking numbers, chat records, etc.
9. Supplementary Provisions
1. This policy takes effect on the date of issuance; platform may update per laws and regulations;
2. This policy is part of order transactions; both parties shall comply;
3. This platform reserves the right of final interpretation.