To protect your legitimate rights and interests, this B2B2C cross-border mall has formulated clear refund and exchange policies. Below is an introduction to the specific procedures and relevant rules:
I. Eligibility for Refund and Exchange Applications
Eligible Scenarios for Refunds
The order has been paid but not shipped, and the order cancellation period (usually within 24 hours of placing the order; refer to the product page for special items) has not expired.
The product has quality issues (e.g., damage, deterioration, functional failure). Clear photos or videos of the product defect must be provided as evidence.
The received product does not match the order information (e.g., wrong model, incorrect color, missing quantity).
The product is lost or damaged due to logistics reasons, and the logistics party has confirmed liability.
The product is eligible for the mall’s "7-Day No-Reason Return" policy (excluding some special categories such as food and personal care products; refer to the product detail page for specifics).
Eligible Scenarios for Exchanges
The product has non-human-caused quality issues and is within the warranty period.
The specifications or size of the received product do not match the order requirements, and the product is intact and unused.
II. Refund and Exchange Application Process
1. Submit an Application
After logging in to the mall, go to "My Orders", find the corresponding order, and click "Apply for After-Sales Service". Select "Refund" or "Exchange", fill in the reason for the application, upload relevant evidence (e.g., photos of the defective product, logistics waybill), and submit the application.
2. Merchant Review
The merchant will review the application within 1–3 business days of receipt. You will be notified of the review result via SMS or mall message. If approved, the merchant will inform you of the subsequent processing method; if rejected, the reason will be explained, and you may resubmit the application after supplementing materials.
3. Product Return (If Required)
For applications requiring product return, the merchant will provide the return address and return instructions. You must ship the product within the specified time (usually within 7 days of approval) and fill in the return logistics tracking number on the order’s after-sales page.
The returned product must be in its original intact packaging, with all accessories and gifts included, to avoid affecting secondary quality inspection. Cross-border returned products must comply with relevant customs regulations; you may consult the merchant for customs clearance guidance.
4. Merchant Processing
Refunds: After the merchant receives the returned product and confirms it through quality inspection, the refund will be processed within 3–5 business days. The refund amount will be returned via the original payment channel. The arrival time is subject to the payment platform’s rules (usually 1–7 business days).
Exchanges: After the merchant receives the returned product and confirms it meets the exchange conditions, a new product will be shipped within 3–5 business days. You can track the logistics information of the new product in "My Orders".
III. Processing Timeframes and Fee Instructions
Processing Timeframe
Except for special circumstances (e.g., product testing requirements, cross-border logistics delays), the entire refund and exchange process is generally completed within 15–30 business days. The specific timeline is subject to the actual processing progress.
Fee Responsibility
For refunds or exchanges caused by product quality issues or merchant errors, the return shipping fee and cross-border shipping fee for re-delivery shall be borne by the merchant.
For "7-Day No-Reason Returns" initiated due to personal reasons (e.g., change of preference, accidental purchase), the return shipping fee shall be borne by you. Some merchants may provide shipping insurance to cover part of the shipping cost.
Tariffs and customs clearance fees incurred during the exchange process shall be borne by the responsible party; specific arrangements can be negotiated with the merchant.
IV. Special Notes
Customized products, perishable goods, and products that have been opened/used and affect secondary sales generally do not support refunds or exchanges. Refer to the product detail page for specifics.
If coupons, points, or other preferential benefits were used for the order, the refund will be based on the actual paid amount. The used benefits will be returned via the original channel (expired benefits will not be reissued).
Refunds for cross-border products may involve foreign exchange settlement. Any amount fluctuation caused by exchange rate differences shall be borne by the user.
V. Dispute Resolution
If you have objections to the merchant’s refund or exchange handling result, you may contact the mall’s customer service for mediation after the after-sales process is completed. The customer service team will make a judgment based on the evidence provided by both parties and the mall’s rules to protect your legitimate rights and interests.
For any other questions, please feel free to contact the mall’s customer service at any time. We are committed to providing you with quality service.
