Return and Exchange Agreement

Return and Exchange Agreement

Welcome to choose shopping on this platform. To protect your legitimate rights and interests and ensure a satisfactory shopping experience, we have formulated this return and exchange agreement. Please read this agreement carefully before purchasing the product. Once you place an order to purchase the goods, it is deemed that you have agreed to all the terms of this agreement

1、 Scope of Application: This agreement applies to all products purchased by you on this platform. However, special products or services may have separate return and exchange policies, which are subject to specific product detail pages or related instructions. If the product you purchased belongs to a special product category and the product page does not specify a special return and exchange policy, please consult the platform customer service before purchasing.

2. Return and exchange conditions

(1) Quality issues: Within 7 days of receiving the product, if you discover any quality defects (such as damage, functional issues, serious stains that affect normal use) or discrepancies with the product description (including but not limited to specifications, models, colors, materials, etc. that do not match the website description), you have the right to request a return or exchange. Please provide relevant evidence of quality issues, such as clear photos (which must accurately reflect the problem), product malfunction videos (if applicable), and authoritative inspection reports (such as professional quality assessments). This will help us process your request quickly and accurately

(2) The product is in good condition and unused. If you are not satisfied with the purchased product, you can apply for a return within 7 days after receiving the product, provided that the original packaging is intact (including but not limited to packaging boxes, cling film, tags, etc., which must be intact and unopened), all accessories are present (such as manuals, warranty cards, gifts, and spare parts), and there are no signs of use, wear, or contamination. Due to the nature of certain products or promotional policies, some products may not support unconditional returns; Please carefully review the product details before making a purchase. For example, customized goods (such as clothing, furniture, personalized accessories, etc., tailored to your specific requirements), perishable goods (such as food, flowers, plants, etc.), opened audiovisual and digital goods (for intellectual property protection and hygiene safety issues), and close fitting clothing (such as underwear, swimsuits, etc., for hygiene reasons) usually do not meet the conditions for unconditional returns

3. Return and exchange process

(1) To apply for a return or exchange, you need to log in to your personal account on this platform. Find the corresponding product on the order details page, click the "Apply for Return or Exchange" button, and fill in the detailed reasons for the return or exchange (please describe it as clearly as possible so that we can better understand the situation), contact information (to ensure that we can communicate with you in a timely manner), and other relevant details. You can also submit a return or exchange request by calling our customer service hotline (customer service number: [specific phone number], business hours: [specific working hours]) or sending an email to the designated email address (email address: [email account]). In the email, please be sure to provide your order number, product name, reason for return or exchange, and your contact information

(2) We will review your return and exchange request within 2 working days after receiving it. During this period, please keep your phone number accessible so that we can contact you promptly if we need more information. If your application meets the return or exchange criteria, we will generate a return/exchange order number for you and notify you via SMS, email, or platform message. Please review your notification and follow the instructions provided in the notification

(3) Return the product. Please return the item to the designated address within 5 days after receiving the return/exchange order number. The notification will clearly provide address information; Please check carefully to avoid sending to the wrong place. Please ensure that you choose a reliable courier service and keep the tracking number for future reference of logistics information. We recommend that you use courier services with tracking records to ensure the safe and accurate return of your items. The returned items should include all original packaging, accessories, gifts, etc. Any missing item may affect your return/exchange process. Please thoroughly inspect the item before returning it to ensure its integrity and that all related items are included

(4) Goods inspection: After receiving the returned goods from you, we will conduct a strict inspection. The inspection includes checking whether the appearance is intact, whether all accessories are complete, whether there are any signs of use, and whether it matches the description provided when you applied for a return or exchange. If the product meets the conditions for return or exchange, we will process the refund or exchange according to your request. Refunds will be processed in accordance with Article 4 of this agreement, and replacement will be shipped within 3 days after confirming that the goods are in good condition (in case of shortage or other special circumstances, we will promptly communicate with you to find a solution). If the product does not meet the conditions for return or exchange (such as use, damage, or improper packaging), we will contact you and explain the situation, and may reject your return or exchange request. If you have any objections to our judgment, please provide relevant evidence and we will further verify and handle the matter

4. Refund method and time

(1) Refund method: We will refund based on the payment method you used when purchasing the product. If you use online payment methods (such as Alipay, WeChat payment, bank card payment, etc.), the refund will be returned to your original payment account. For example, if you use Alipay for payment, the refund will be directly refunded to your Alipay account for payment; If you pay with a bank card, the refund will be credited to the bank card associated with your account. If you choose cash on delivery or other payment methods, we will negotiate with you to determine the refund method. During this process, we will fully respect your wishes and choose a safe and convenient refund method.

(2) Refund processing time: In most cases, we will process your refund within 3 business days after confirming receipt and inspecting the returned item. However, the actual refund processing time may vary depending on your payment method and bank processing speed, so please be patient. For example, if you use Alipay or WeChat to pay, the refund may arrive within 1-2 working days; If you pay with a bank card, it may take 3-7 working days. If you do not receive a refund within the specified time, please contact our customer service promptly. We will assist you in checking the refund status to ensure that your rights are protected

5. Refund processing: If you choose to exchange the product, we will send you the exchange within 3 days after receiving and inspecting the returned item. The replacement specifications, models, and colors will be the same as your original order. If you wish to change to a different style or specification when applying for a replacement, please specify in your request. We will confirm with you based on inventory whether changes can be made. The replacement specifications, models, and colors will be the same as your original order. If the product has been discontinued or out of stock, we will negotiate with you to replace it with an equivalent product or process a refund. During the negotiation process, we will provide you with multiple options to ensure that your opinions are fully respected and to ensure that you receive a satisfactory solution

6、 Freight responsibility: For returns and exchanges caused by product quality issues, the freight will be borne by this platform. You can pay the shipping fee in advance. After the return or exchange is completed, we will compensate you based on the actual shipping fee amount. When returning the goods, please keep the invoice or payment receipt for the shipping fee so that we can process the compensation. The compensation method is to refund directly to your payment account or through other mutually agreed upon methods. If the return or exchange is due to personal reasons, the shipping cost will be borne by you. When you apply for a return or exchange, the system will prompt you to provide information about the shipping responsibility. Please make necessary preparations before returning the item

7、 Special note: The following items do not support returns or exchanges: customized items such as clothing and furniture made according to your specific requirements. Due to their unique personalized attributes, these products cannot be resold and therefore do not support returns or exchanges. However, if there are quality issues, we will handle them according to relevant regulations. Perishable or perishable items, such as food and flowers. Considering the special nature and hygiene safety issues of these products, once sold, they do not support returns or exchanges unless there are quality issues. Opened audio and video products, software, digital goods, etc. Due to intellectual property protection and difficulty in removing usage marks, opened products do not support unconditional returns or exchanges. However, if there are quality issues, you can apply for a return or exchange. Gifts and promotional items (unless there are quality issues). A gift is an additional item given when purchasing the main product. If the main product has no quality issues, the gift does not support separate returns or exchanges; If the promotional product explicitly states in the activity rules that returns or exchanges are not supported, these rules must still be followed, except for quality issues. If the item is damaged or lost during transportation, please contact the courier promptly and keep relevant evidence (such as tracking numbers, photos of the damaged item, and communication records with the courier). Meanwhile, please inform our platform customer service personnel as soon as possible, and we will assist you in negotiating with the courier to resolve the issue and protect your rights. Before determining responsibility, if you urgently need the item, we may provide alternative solutions based on the actual situation, such as issuing an exchange. This platform reserves the final interpretation right of this return and exchange policy. But during the interpretation process, we will strictly abide by national laws and regulations as well as business practices to ensure the fairness and reasonableness of the interpretation. If there is a conflict between this clause and national laws, regulations or relevant policies, the latter shall prevail. When laws, regulations, and policies are adjusted, we will promptly update the content of this agreement and notify you through platform announcements and other means.