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Return and exchange service
2024-09-20 22:51:56

"5-day purchasing service rules for no reason to return and exchange goods"

AwwwBuy provides 5-day no-reason return and exchange service for purchasing goods depending on the specific situation. You need to understand and confirm that our no-reason return and exchange service can be enjoyed once within 30 days. Subsequent returns and exchanges of goods will be charged a certain operating fee, and some orders cannot support returns and exchanges.

· Description of counterfeit and shoddy goods

AwwwBuy is a platform that provides Chinese commodity purchasing and transshipment services, providing users with commodity information search, purchasing and delivery services. During this period, AwwwBuy provides basic commodity inspection services, communication and confirmation with merchants and after-sales service to protect your legitimate rights and interests and ensure your shopping experience.

If you find that the purchased products are counterfeit or inferior, please contact online customer service to complain or send an email to service@awwwbuy.com to help you handle:

1. Receipt and acceptance:

After AwwwBuy warehouse receives your goods and provides quality inspection photos for warehousing, or after you receive the package, if you find quality problems with the goods or doubt their authenticity, please contact customer service as soon as possible and provide relevant evidence.

2. Complaint materials:

Provide the order form, payment voucher, description of the goods, and evidence of counterfeiting and inferior goods.

3. After receiving your complaint materials, our customer service team will understand the specific situation with you, assist you in communicating with the seller to solve the problem, and make every effort to fight for your legitimate rights and interests.

Please note that further professional evaluation and legal process may be required due to the authenticity identification of goods involved. For professional appraisal agency certification, the cost of the appraisal will be borne by you. In order to protect the rights and interests of all parties, we recommend choosing formal channels and sellers with high reputation when purchasing, so as to reduce the risk of purchasing fake goods.

· What is a 5-day no-reason return?

Refers to the special after-sales service provided by the "Seller" to its buyers by using the technical support and services provided by the third-party platform. If the order is within 7 days from the date of signing for the goods (i.e. within 5 days of the goods being put into storage), the buyer is allowed to return or exchange the purchased goods according to these rules and other publicity rules of the third-party platform.

How to judge whether a product supports no reason to return or exchange?

5-day no-reason return product categories are divided into two categories: "unsupported" and "supported"

ClassificationTypeExamples of products (including but not limited to)After-sales treatment method
Not supportedCustomization, customized classPersonalized customization and design servicesAfter receiving your return request, we will try to fight for you, but the specific situation is subject to the reply of the merchant
The warehouse has been requested to remove packaging, tags, commodity peripherals and accessoriesClothes, etc. that have been packaged with tags and tags
Newspapers, periodicals deliveredSubscribed newspapers and periodicals
Idle and resell goodsSecond-hand goods, idle goods
Overseas purchasing agent/global purchasing categoryGoods purchased from overseas, Hong Kong, Macao and Taiwan
intimate clothingUnderwear, socks, leggings, etc
Adult productsAll kinds of adult products
Merchant regulations do not support returns and exchangesSubject to actual store and seller
FoodCookies, candy, etc
Books (≥ 15)15 and more books
Goods with "special integrity" requirements are unpackedGoods in sealed packagingClick to view the "Special Intact Standard Reference Table"
SupportThe merchant promises to provide goods that are returned or exchanged without reason (except for some goods and categories), within 5 days after the goods are put into storage, and the goods do not affect the seller's secondary sales You shall bear the return postage for free shipping goods, and you shall bear the delivery postage and return postage for non-free shipping goods.Initiate a return application within 5 days after the goods are put into storage, and we will handle it for you

How to request a return or exchange

Within 5 days when the order is in the "warehousing" status (calculated from the next hour after "warehousing", and 5 days after 120 hours), you can apply for an unreasonable return or exchange on your personal page. It may not be accepted after the deadline.

Charging standards

No reason to return and exchange fee = shipping fee sent to the seller + shipping fee sent by the seller + return and exchange service fee

Return and exchange service fee charging standard

Ordinary users are exempted from the first return and exchange service fee every month. If the number of times exceeded in the current month, they will be charged in the following ways:

Number per monthReturns/Exchanges
0-1 times0 CNY/time
2-5 times10 CNY/time
6 times and more20 CNY/time

* In order to prevent some malicious order refund and order fraud behaviors, tiered charges will be implemented from August 10, 2024

How to judge the responsibility for returning goods without reason (my reason/seller's reason/other reasons)

(Please choose the reason according to the actual situation)

Responsible PartyConditionRelated casesExpenses
My reasonDon't want it anymoreCustomer A applies for unreasonable return or exchange due to personal reasonsOrdinary users return the goods for the first time + exchange the goods for the first time every month, and the service fee is waived. If the number of times is exceeded, a "return/exchange service fee" will be charged according to the latest announced standard: Examples of returns/exchanges: For the second return or exchange of goods in the current month, the customer needs to pay a fee = shipping from the seller + shipping to the seller + service fee of 10 yuan. For the 6th return of goods in the current month, the customer needs to pay a fee = shipping from the seller + shipping to the seller + service fee of 20 yuan The customer does not need to bear the return and exchange costs caused by reasons other than the customer. For example, the seller sends the wrong goods, there are obvious quality problems (damage) in the warehousing goods, and the goods are damaged by express transportation.
Buy Wrong/Buy MoreCustomer B bought the wrong/more goods due to personal reasons, and applied for no reason to return or exchange the goods
Shipping is too expensive and out of budgetCustomer C applies for no reason to return or exchange due to the high international shipping cost exceeding the budget
The seller regards the goods as having no quality problemsClick to view "Common Types of Product Defects/Quality Problems"Customer D thinks that the actual goods are inconsistent with the pictures, and applies for no reason to return or exchange the goods. After verification with the seller, there is no quality problem with this product
Seller ReasonSend wrong goodsDue to the seller's reason, the wrong goods were sent, resulting in the actual arrival goods being inconsistent. Example: The size and color do not match the order purchased by the customer
Quality IssuesThere are obvious quality problems in warehousing goods, such as holes and stains
Other reasonsCommodity damage caused by domestic transportationThe goods purchased by customers have been damaged when they are put into storage due to domestic express delivery

Precautions and Frequently Asked Questions:

Precautions:

1. The amount applied for return or exchange shall be subject to the actual price of the product paid by you

2. Whether the return or exchange can be successfully accepted is subject to whether the seller agrees to the return or exchange

3. After applying for an unreasonable return or exchange, please keep the account balance sufficient to pay the return and exchange freight fee and service fee

4. Please refer to the table below for the packaging of some products on the platform. If there is any discrepancy, the unreasonable return and exchange rule cannot be used

Special intact criteria:

Category nameSpecial integrity standard
Sneakers new(If any) Anti-theft buckles and anti-damage stickers shall not be cut off or torn; And does not affect fair use
Detergent/sanitary napkin/paper/aromatherapyThe disposable sealed packaging of washing and care products (if any) is unopened;
Haircare/WigsDisposable sealed packaging of hair care products (if any) is unopened;
Beauty Skin Care/Body/Essential Oils(if any) the disposable sealed packaging of the goods is not opened;
Makeup/Perfume/Beauty Tools(if any) the disposable sealed packaging of the goods is not opened;
Digital home appliance industry (except cameras and household appliances)1. The network access license is not damaged (destroyed); 2. No immersion solution;
Digital camera/SLR camera/video cameraThe shutter of SLR camera products is used no more than 20 times;
Major appliances1. LCD TVs and air conditioners are allowed to be simply powered on and debugged, and are not allowed to be installed and used on the wall; 2. The washing machine must not be used under water;
Model Play/Animation/Peripherals/COS/Board GamesThe inner packaging (if any) of models, figures, soldiers and BJD commodities cannot be removed with rubber strips and plastic seals;
Electronic components1. No welding operation has been carried out; 2. The integrated circuit is not mounted on the IC base; 3. Disposable sealed packaging of consumables (thermal silicone grease/thermal paste, electronic glue/potting glue/sealant/adhesive, conductive glue, conductive ink) is not opened;
Level 2 category "Game Software" under Level 1 category "Video Games/Accessories/Games/Raiders"(If any) The disposable sealed packaging of the outer packaging of the commodity is not opened;
Pet food, health products and pharmaceuticals under Category I "Pets/Pet Food and Supplies"(If any) The disposable sealed packaging of the outer packaging of the commodity is not opened;
Books/Magazines/Books1. (If any) The disposable sealed packaging of the goods is not opened; 2. The product has no creases, water stains, stains, handwriting and reading traces;
The second-level categories "Feed" and "Animal Health Products/Veterinary Drugs" under the first-level category "Animal Husbandry/Breeding Materials"(if any) the disposable sealed packaging of the goods is not opened;
If the outer packaging of food (including health food), cosmetics, medical equipment, family planning products, personal care products, adult products, baby diapers, books and audio-visual products is sealed at one time, it shall not be opened."Sealing" refers to the packaging measure in which the outer packaging of the commodity is sealed (signed) or plastic (tightly) sealed by the manufacturer.

Frequently Asked Questions:

1. What should I do if the order does not support "no reason to return or exchange" and there is an after-sales dispute?

If there is a quality problem with the goods, awwwwbuy platform will contact the seller for verification according to the actual situation, and inform the user in time after checking the final treatment plan. If there is no quality problem with the goods, according to the regulations of the third-party platform, the return service is not supported. AwwwBuy will try to communicate with the seller and strive for relevant interests for users.

2. If "no reason to return or exchange" is used, who will bear the freight?

Before initiating a return application, the goods must be brand new and do not affect secondary sales. If there is no quality problem with the goods, the customer needs to bear the purchase and return freight after initiating the application. If there is a quality problem with the product, the seller will bear the round-trip freight after the customer initiates the application.

3. If the order is unshipped, I apply for a return. Will there be a charge in this case?

There will be no charge, so please don't worry. There is no reason to return or exchange goods before they will be charged: First, you ask for a return because of non-product quality problems; Second, the goods have been put into storage and need to be returned for no reason; Third, the order that has expired the number of free unreasonable returns that can be enjoyed in the current month; Therefore, we will not charge you for unshipped items.

4. If the seller has shipping insurance and free shipping, do I still need to pay the shipping sent by the seller for returning the goods?

Regarding the explanation of freight insurance, because the insurance company's compensation is determined based on the return rate of Taobao accounts, the current return rate of our purchasing accounts is relatively high, and the insurance company may not make claims, so the freight insurance claims may fail. In addition, for free shipping goods, because the merchant pays the shipping in advance, if you apply for an unreasonable return, you need to pay the shipping fee sent by the merchant. Therefore, if you apply for an unreasonable return or exchange, you need to bear the round-trip freight.