To protect your legitimate rights and interests during cross-border shopping, this B2B2C cross-border mall has formulated a comprehensive after-sales policy, covering the entire lifecycle of issue resolution for products from order placement to use. The specific details are as follows:
I. Scope of Application of the After-Sales Policy
This policy applies to all product transactions on the mall that comply with cross-border trade regulations, including both business procurement (B2B) and individual consumption (B2C) orders. For special products (such as food, cosmetics, medical devices, etc.), relevant national import supervision regulations must be followed, and after-sales handling shall be based on the "Special After-Sales Instructions" marked on the product detail page.
II. Core After-Sales Guarantee Services
1. Quality Issue Guarantee
For non-human-caused quality issues such as production defects or performance failures of the product, you may apply for a return & refund or free exchange within 30 days from the date of receipt (some durable products have a warranty period of 1-2 years, subject to the product manual for details).
You are required to provide evidence such as real photos of the product issue and inspection reports. After confirmation by the brand or a third-party quality inspection agency, the merchant shall bear the round-trip shipping costs and customs clearance fees.
2. Handling of Wrong or Missing Shipments
If the received product does not match the order information (specifications, model, quantity, etc.) or there is a missing item, you must contact the merchant within 48 hours of receipt and provide the package waybill and product comparison photos.
After verification, the merchant shall arrange for reshipment, exchange, or refund within 3 business days, and the relevant logistics costs shall be borne by the merchant.
3. Compensation for Logistics Damage
If the product’s packaging is damaged or the product is damaged due to logistics transportation, you must inspect the goods on the spot upon receipt, take photos as evidence, and have the delivery staff sign for confirmation.
Submit a claim application within 24 hours of receipt. After the logistics party confirms liability, you may choose to have the product reshipped or receive compensation for actual losses (not exceeding the product’s selling price).
4. 7-Day No-Reason Return (for Selected Products)
Except for special categories such as food, personal care items, and customized products, most products support 7-day no-reason return within 7 days of receipt (the product must be in its original intact packaging, unused, and not affecting secondary sales).
The cross-border shipping costs and customs clearance fees incurred for returns shall be borne by the buyer. If the product comes with gifts, the gifts must be returned together.
III. After-Sales Handling Process
1. Submit an Application
Log in to the mall, go to "My Orders", select the corresponding order, click "Apply for After-Sales Service", choose the service type (return, exchange, repair, reshipment, etc.), fill in the problem description, upload evidence, and submit the application.
2. Merchant Response
The merchant must process the application within 2 business days and clearly inform you of the handling plan (such as agreeing to the return or requesting additional evidence). If the merchant fails to respond within the time limit, the system will automatically trigger platform intervention.
3. Implement the Plan
Return/Exchange: The merchant provides the return address (overseas warehouse or domestic bonded warehouse). The buyer ships the product back as required. The merchant completes quality inspection within 3 business days of receipt, and processes the refund or ships the new product after passing the inspection.
Repair Service: For products that need to be shipped back for repair, the merchant shall complete the repair and ship the product back within 7-15 business days of receipt (if special parts require an extension, the merchant must inform the buyer in advance).
Direct Compensation: For small-value losses agreed upon through negotiation, the merchant may complete the compensation directly via mall transfer, and the funds will arrive within 3 business days.
4. Dispute Mediation
If you have objections to the merchant’s handling result, you may apply for platform intervention within 15 days after the completion of the after-sales process. The mall’s rights protection specialist will make a judgment based on the evidence provided by both parties and the rules, and enforce a reasonable solution.
IV. Responsibility Definition and Special Notes
1. Responsibility Division
Merchant Responsibility: The merchant shall bear full after-sales responsibility for quality issues, wrong/missing shipments, false advertising, etc.
Buyer Responsibility: The buyer shall bear relevant costs for man-made damage, improper use, no-reason returns, etc.
Force Majeure: After-sales issues caused by force majeure such as changes in customs policies or natural disasters shall be resolved through negotiation between the two parties, and the mall will provide necessary assistance.
2. Special Rules for Cross-Border After-Sales
Returned products must comply with the customs regulations of the importing country. Sending prohibited items is prohibited; otherwise, customs detention and fines may occur, which shall be borne by the sender.
For after-sales orders involving tariff adjustments, the refund amount shall deduct the tariffs already paid (you may provide tariff certificates to apply for a partial refund).
3. Evidence Requirements
All after-sales applications must be accompanied by true and valid evidence (such as photos, videos, logistics documents, etc.). Forging evidence will result in the cancellation of after-sales eligibility and affect account credit.
If you have any questions, you may contact the mall’s 24-hour after-sales customer service at any time. We will assist you in resolving issues efficiently to ensure a worry-free cross-border shopping experience.
