I. Policy Description
This rule applies to all users who purchase products on the platform and submit after-sales exchange requests. The platform only accepts exchange applications for products with quality issues. For exchange requests that are not caused by the product’s own quality problems, the platform and sellers have the right to refuse acceptance. Any matters not covered in this rule shall be handled in accordance with the platform’s other after-sales service rules and relevant national laws and regulations.
II. Eligible Exchange Scope
We only collect personal information that is necessary to provide you with services, in accordance with legal and regulatory requirements and service needs. The specific types collected fall into the following categories:
1) Conditions Eligible for Exchange (Product Quality Issues)
An exchange may be requested under this policy if any of the following conditions apply:
- The product is within the warranty period or promised replacement period and has manufacturing defects, design defects, or material defects that affect its normal functionality.
- The product has significant factory-originated cosmetic defects or functional failures that were not caused by transportation damage or user misuse.
- The product fails to meet mandatory national quality standards and poses safety risks.
- The seller shipped the wrong product or omitted items, and the product received does not match the model, specifications, or style stated in the order. Such cases are regarded as order-matching issues and qualify for exchange.
2) Conditions Not Eligible for Exchange
Exchange requests will not be accepted under any of the following circumstances:
- Exchange requested due to personal reasons: Including but not limited to issues such as incorrect size, dissatisfaction with the style, dislike of the color, incompatibility with the home environment, or other non-product-quality-related reasons.
- Problems caused by human factors: The product has been damaged due to user use, modification, improper cleaning, improper storage, accidental impact, water damage, or other user-related factors.
- Restrictions for special categories: Certain categories announced by the platform as not eligible for exchange, including fresh products, short shelf-life food, personal wear items, customized products, virtual products, etc., only support refunds for quality issues and do not support exchanges.
- Other circumstances: If the user cannot provide valid proof that the product itself has quality issues, or if the submitted evidence cannot verify the problem, the exchange request will not be approved
III. Exchange Application Process
Submit an application: Users must apply through the platform app customer service within the valid after-sales period and upload valid materials, including the order purchase receipt and clear photos/videos showing the product’s own quality issues (for functional problems, a video demonstrating the malfunction must also be provided).
Platform Review: The platform will work with the seller to complete the verification of the submitted materials within 5 working days. If necessary, the user may be required to return the product to the seller for further inspection.
- If the verification confirms that the issue is caused by a problem with the product itself, the application will be approved, and the user will be notified to return the defective product.
- If the verification fails, the platform will inform the user of the reason for rejection within 2 working days. The user may choose to apply for a refund or cancel the application.
Exchange Shipment: After the seller receives the returned defective product and confirms through inspection that it meets the exchange requirements, the seller will send a new, qualified product of the same model and specifications within 5 working days. If the original product is out of stock or discontinued, the parties may negotiate and agree on replacing it with another product.
IV. Shipping Cost Rules
- For exchanges verified to be caused by the product’s own quality issues: The round-trip shipping costs shall be borne by the seller. After the user pays the return shipping fee in advance, they may apply for reimbursement by providing the logistics receipt and shipping payment proof. The reimbursement amount will be calculated according to the standard shipping rates of the courier industry, and any amount exceeding the standard rate shall be borne by the user.
- For exchange requests verified not to be caused by the product’s own quality issues: All round-trip shipping costs and inspection fees shall be borne by the user. The platform will not provide reimbursement
V. Special Circumstances
- No identical product available for exchange: If the original product has been discontinued or is out of stock and the same product cannot be provided, the seller may negotiate with the user to replace it with a product of the same price range and similar type.
- Problems still occur after exchange: The warranty period for the newly exchanged product shall be recalculated according to the original manufacturer’s warranty policy. If the replacement product still has quality issues caused by the product itself, the user may apply for another exchange according to these rules.
- Handling of fraudulent applications: If a user provides false materials, fabricates quality issues, or maliciously obtains replacement products through fraudulent exchanges, the platform has the right to reject the exchange application, cancel the corresponding after-sales rights, and in serious cases, suspend the user’s account and pursue relevant legal responsibilities.
VI. Dispute Resolution
If a dispute arises between the user and the seller regarding the exchange result, either party may request the platform to mediate.
If mediation fails, the dispute may be submitted to a court with competent jurisdiction.
This policy shall take effect from the date of publication.
The platform reserves the right to modify this policy in accordance with legal requirements and operational needs. Any revised policy will be published on the platform's official after-sales service page and shall automatically take effect 7 days after publication.
The platform reserves the final right of interpretation of this policy.
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