[1] After-sales service terms applicable conditions
These After-sales Terms (hereinafter referred to as the “Terms”) apply to all customers using the our services.
1. These Terms apply to the products or services provided by the platform, and do not include the services provided by third parties. If you use third party services, you shall comply with the relevant provisions of the third party. We does not assume responsibility for services provided by third parties. Please read the text that is clearly marked in terms of the agreed matters, bolding, underlining, etc. If in doubt, please contact customer service;
2. We may adjust these terms at any time according to the operation of the platform and publicize them to consumers in the form of platform announcements; Consumers can query the latest version of the Return Policy at the bottom of the homepage or in the help center. By purchasing products or receiving platform announcements about changes to these terms, consumers shall be deemed to accept these Terms or the after-sales rules adjusted and changed from time to time thereafter.
[2]Logistics Issues
The “Logistics Issues” after-sales service period is 40 natural days after the order payment.
1, no logistics track, more than 7 working days are still not updated A-SCAN information lost packets, lost packets in transit, the platform will be reissued/reissued/refunded after verification.
2. If the official logistics track shows damage during transportation, the platform will re-issue/reissue/refund.
3. The official logistics track shows that the delivery has been completed, but the consignee has not received the feedback:
1) When the proper delivery address of the official logistics track is inconsistent with the recipient address of the order, if the platform verifies that the delivery is wrong, the platform will resend/reissue/refund;
2) When the proper delivery address of the official logistics track is the same as the address of the recipient of the order, only the delivery proof will be provided, and the platform will not accept the after-sales compensation.
4. Return:
1) For returned items caused by customer reasons, such as incorrect address/changed address/not picked up (not picked up)/ unable to contact the recipient, the platform will refund the returned items after deducting the round-trip freight + replacement packaging fee (if any);
2) Return for logistics reasons. If the label is returned with damage or without specific reasons, the platform will resend/refund the returned items after they are returned and signed.
[3]Broken
The after-sales service of “broken” is valid for 40 natural days after the payment of the order. The Platform will handle the damage of the outer packaging/the actual damage of the product according to the order amount * compensation ratio/resale. If the consumer wants to return the product for a refund, the platform will provide RL return label according to the order amount. The consumer should return the product in time, and the returned package should contain all the original packaging, accessories and explanatory materials. We will refund the money within 7 working days after the receipt is returned.
Information to be submitted after the complaint:
a. Packaging pictures and label pictures (clear and complete label pictures on the packaging);
b. Photos of damaged products (the damaged parts can be clearly seen);
[4]Product-related after-sales issues
Product quality problems, less missed delivery, delivery errors, order errors (product description does not match the actual), consumers can submit after-sales complaints within 60 natural days after the order payment, the platform will deal with the order amount * compensation ratio according to the actual situation. If the customer requests a refund, the platform shall provide an RL return label according to the order amount, and the distributor shall return the product in time. The returned package shall contain all the original packaging, accessories and explanatory materials. The platform will refund the refund within 7 working days after the return is signed; If consumers feedback product-related after-sales problems but can not provide material evidence, the platform will not handle. In addition, the following scenarios are not product-related issues:
1) Due to the shooting equipment, light, display and other reasons will produce color difference, so the color difference problem is not a delivery error or hanging order error;
2) The product size due to manual measurement, measurement tools and methods may lead to errors, so the size difference within a reasonable range is not a delivery error or order error;
3) Consumer’s personal improper operation or failure to operate according to the product instructions does not belong to the product quality problem, and the personal or property losses caused by the platform shall not be borne.
Information to be submitted after the complaint:
| Number | Reason | Required evidence |
| 1 | Product quality problem | a. Product photos or dynamic video display problem products b. Outer packaging and label pictures (clear and complete label pictures on the outer packaging) |
| 2 | Less or missed products | a. Full picture and label picture of the outer package (clear and complete label picture on the outer package) b. Physical drawings of products received (full picture) c. Circle the missing parts number according to the instructions. For products without instructions, circle the missing parts |
| 3 | Delivery error | a. Physical drawings of products received (full picture) b. Label picture (clear and complete label picture on the outer package) |
| 4 | Order error | a. Physical drawings of products received (full picture) b. Label picture (clear and complete label picture on the outer package) |
Note: If the customer feedback product related after-sales problems but can not provide material evidence, the platform will not accept.
[5]Disclaimer
The following cases are inadmissible:
1. Any goods not sold on the platform (product discrepancy);
2, beyond the after-sales service period, overdue submission;
3. Timeliness in after-sales order processing: If the platform provides RL return label, please return the package within 15 natural days after receiving the RL return label, and do not deal with the overdue (there is a return logistics track can be seen);
4. If all after-sales services are not directly refunded without first communicating with customer service, no matter what type of after-sales service is, the platform cannot afford a full refund;
5. Consumers intentionally or maliciously defraud compensation or fraud;
6. Delay or interruption of platform services due to force majeure events;
7, the end consumer due to personal subjective dislike/do not want/dissatisfied return.
[6] Rules for the allocation of freight for returned parts sold
For non-distributor reasons (referring to product problems, logistics problems, damage, etc.), the actual supplier of the platform agent goods bears the return freight, but does not provide additional value-added services, such as door-to-door pickup.
[7] Description of refund amount during sale
The refund amount is not subject to the payment fee (fee is charged by the third-party payment service provider);
[8] After-sales treatment time
1, working days of after-sales orders, the same day processing;
2, non-working days of after-sales orders, will be postponed to working days.