Refund and Returns Policy

I. Purpose and Basis of Policy Formulation

This policy is formulated to standardize the refund and return process in cross-border e-commerce business and to protect the legitimate rights and interests of overseas consumers and enterprises, based on the actual situation of our company’s cross-border e-commerce business.

II. Return Policy

(I) Return Conditions

• Product Quality Issues: If a consumer finds quality defects, malfunctions, damage, mold, or other problems after receiving the product, they can apply for a return within 7 days of receipt. Clear photos, videos, or other supporting documents demonstrating the product’s problems are required.
• Product Does Not Match Description: If the actual color, size, model, or function of the product significantly deviates from the description on the platform page, the consumer can apply for a return within 7 days of receipt. Supporting documents comparing the actual product with the description are required.
• Logistics Damage: If the product is damaged during transportation, the consumer must inspect the goods upon receipt. If damage is found, take photos immediately and contact the logistics company and our customer service. A return application must be submitted within 3 days.
• Consumer Personal Reasons: Except for the above situations, returns due to consumer personal reasons will be handled on a case-by-case basis, depending on the product category and specific circumstances. Customized goods and other special categories of goods are non-refundable once sold; other goods must be kept in their original condition and not affect resale, and the consumer shall bear all costs incurred during the return process.

Force Majeure: If a transaction cannot be completed due to force majeure events such as war or natural disasters, the consumer may apply for a return, and neither party shall bear any liability.

(II) “Return in Original Condition” Standard

The minimum form of the returned goods should be basically consistent with that of the original export, without any added accessories or parts, and without any processing or modification. In principle, the goods should not have been used, except in cases where defects can only be discovered through trial use. If the core form and function of the goods have not been changed after unpacking, inspection, installation, and debugging, it can also be considered “in original condition.”

(III) Return Process

Application Submission: Consumers or relevant business departments submit a return application through our cross-border e-commerce platform backend, customer service hotline, etc., filling in the reason for return, product information, etc., and uploading relevant supporting documents.

Review and Processing: Our customer service department or relevant business review personnel will review the return application within 3 business days of receipt. For applications meeting the return conditions, approval will be granted, and the applicant will be informed of the subsequent return process and designated return address. For applications not meeting the conditions, the applicant will be promptly informed and the reasons explained.

Goods Return: After approval, the consumer or relevant business department will return the goods to the designated location using the logistics method specified by our company. During the return process, the goods must be properly packaged to avoid secondary damage. For returns due to personal reasons, the consumer must first pay the return shipping costs; for returns not due to personal reasons, the return shipping costs will be borne by our company.

Goods Inspection: Upon receiving the returned goods, our company will inspect them within 3 business days. If the inspection is successful, the refund process will begin; if the inspection fails, we will communicate with the applicant to discuss a solution. If there is a dispute, it can be submitted to a third-party appraisal agency for liability determination.

(IV) Cross-Customs Area Return Rules

For retail export goods under the 9610 regulatory code, our company can participate in the cross-border e-commerce retail export cross-customs area return pilot program. Returned goods can be returned to one of the 20 customs-supervised locations designated by the General Administration of Customs, without needing to be returned to the original export customs office. Enterprises must submit a return application to customs through the “China International Trade Single Window” or the cross-border e-commerce customs clearance service platform. Return procedures can only be processed after customs approval. Cross-customs-area returns can effectively reduce logistics costs, shorten return time, and reduce the risk of goods loss.

III. Refund Policy

(I) Refund Conditions

Returned Goods Accepted: For goods that meet the return conditions and pass acceptance, the payment already made by the consumer will be refunded via the original payment route.

Customs Duties and Tax Refund:

For exported goods (excluding food) returned in their original condition within 6 months from the date of export due to slow sales or returns, import duties, import value-added tax, and consumption tax are exempted. Export duties already levied at the time of export are refundable. Value-added tax and consumption tax already levied at the time of export are handled in accordance with the relevant tax regulations for returned domestic sales goods.

For goods for which export tax refunds have already been processed, enterprises must pay the refunded taxes according to current regulations. They can then apply for exemption from import duties and import-related value-added tax and consumption tax, and for a refund of export duties, based on the “Certificate of Tax Payment/Tax Refund Not Yet Issued for Export Goods” issued by the competent tax authority.

For cross-border e-commerce retail import goods, if a return application is submitted within 30 days of the release date of the “Declaration List,” and the returned goods are transported to the original customs-supervised operation site within 45 days, the corresponding taxes will not be levied, and the consumer’s annual cumulative transaction amount will be adjusted.

(II) Refund Process and Time Limit

Refund Trigger: After the returned goods pass inspection, our company will automatically trigger the refund process without requiring a separate application from the consumer. In special circumstances, consumers can also proactively contact customer service to apply for a refund.

Refund of Payment: Our finance department will complete the refund review within 5 working days of receiving the acceptance notification and will return the refund amount to the consumer’s original payment account. Due to differences in the arrival time of different payment channels, the refund is expected to arrive within 3-7 working days.

Customs Duty and Tax Refund: For items meeting the conditions for customs duty and tax refund, our relevant departments will prepare the necessary materials within the stipulated time and apply for a refund from the customs and tax authorities. The refund arrival time will depend on the processing progress of the government departments, and is expected to be within 1-3 months.

IV. Division of Responsibilities

Consumer Responsibility: Consumers must truthfully fill in the return application information and provide genuine and valid supporting documents. If the returned goods are damaged, lost, or do not meet the “return in original condition” standard due to the consumer’s personal reasons, our company has the right to refuse the return or refund application.

Company Responsibility: Our company must promptly process consumers’ return and refund applications to protect consumers’ legitimate rights and interests. For situations such as product quality problems or logistics damage caused by our company, we will bear corresponding responsibilities, including returns, refunds, and compensation.

Logistics Provider Responsibility: In cases of product damage or loss caused by the logistics provider, the logistics provider shall bear the corresponding compensation responsibility. Our company will assist consumers in communicating with the logistics provider to resolve the issue.

V. Dispute Resolution

In the event of a dispute between a consumer and our company during the refund and return process, both parties should first attempt to resolve the matter amicably through negotiation. If negotiation fails, either party may file a lawsuit in a competent People’s Court or apply for arbitration to a relevant arbitration institution.

VI. Policy Revision and Interpretation

This policy will be revised in a timely manner based on changes in national laws and regulations, regulatory policies, and our company’s business development. Our company reserves the right to the final interpretation of this policy.