1. How is it defined as an unconditional return or exchange?
Due to subjective reasons, you are unwilling to continue completing this order transaction, such as the user buying the wrong/multiple items (duplicate orders, buying the wrong color, style, or size); The seller considers the goods to be of normal quality (clothes with loose threads, no obvious stains, slight color differences, defective products sold at a discounted price, minor adjustments to logos, labels, etc. of different batches of goods); The user no longer wants (unable to send products with shipping restrictions through the designated route, due to shipping costs exceeding the user's budget, long waiting times for pre-sale products, subjective perception of poor quality after viewing quality inspection photos/not meeting expectations); The application for return or exchange of goods must be approved by the merchant in the store, and the returned goods must be within the scope of supporting five-day no reason return or exchange (see the "Classification of Product Categories for Five day Return or Exchange Service" below), in order to apply for return or exchange. The specific agreement shall be subject to the actual situation.
Q: Will there be a charge if the user believes that there is a slight stain on the product for a reason, while the seller believes it is a washable stain?
A: Due to the fact that most products are handmade, it is sometimes unavoidable for them to come into contact with dust or have slight defects during the production and shipment process. However, slight dirt and stains do not affect the wearing or use of the product itself. Therefore, the seller considers such products as unconditional returns and exchanges. However, we will further communicate and verify with the seller, and the final judgment will be based on the seller's judgment. If the seller claims an unconditional return or exchange, we will charge relevant fees.
Q: Will there be any charges for returning goods in an unshipped state if the user thinks it will be returned?
A: There will be no charge, so please don't worry. The no reason return and exchange fee will only be charged if two conditions are met: first, the order you applied for belongs to the no reason return and exchange fee; Secondly, the product is in the inventory status and requires no reason for return or exchange; Therefore, we will not charge you any fees for unshipped goods.
Q: The user insists that there is a color difference, but the seller claims it is a lighting issue. Will there be a charge for this?
A: For products with color difference, it is inevitable that the color of the product may deviate due to different shooting lighting angles and different display issues. The final color of the product is based on the actual product you have received. Our decision to return the product without reason generally depends on the seller. If the seller determines that your return is without reason, we will charge for it.
Q: Will users be charged if they determine that the product is not suitable for them to wear based on measurement photos?
A: Regarding the issue of size measurement, as we rely on the size provided by the merchant upon arrival, there may be some measurement errors, and each merchant may have different size specifications, making it difficult for us to control. We suggest that you refer to the merchant's size chart or consult the seller for recommended sizes when choosing a purchase size to avoid size mismatch. Size mismatch is defined as an unreasonable return or exchange, and we will charge a fee for this type of return or exchange.
Q: If the seller has shipping insurance and free shipping, does the user still need to pay for the shipping fee sent by the seller when returning the product?
A: Regarding the explanation of freight insurance, as the insurance company's compensation is determined based on the return rate of Taobao accounts, our current purchase account has a high return rate, and the insurance company does not make claims. Therefore, the freight insurance has failed. In addition, for free shipping of goods, if the merchant needs to pay for the shipping cost in advance and has already advanced the shipping cost for you, if your product applies for an unconditional return or exchange, you will need to pay for the shipping cost borne by the merchant for you. Therefore, if you apply for an unconditional return or exchange, you will need to bear the round-trip shipping cost.
2. How to implement the charging standards?
Return and exchange packages will be charged according to the following methods:
No reason for return fee=shipping fee to seller+shipping fee to seller's package+handling fee of 5 yuan
No reason for exchange fee=shipping fee to seller+shipping fee for seller's second shipment+handling fee of 10 yuan
Note: If the product is shipped free of charge, you need to pay the seller for the shipping cost when applying for a return or exchange;
Q: How is it collected?
A: Return order: We will deduct the shipping cost to the seller, the shipping cost of the seller's package, and the handling fee of 5 yuan directly from your order payment; Exchange order: We require you to deposit money into your account balance in advance. When the seller sends out the goods, a further deduction of 10 yuan will be made for the shipping fee to the seller, the shipping fee for the seller's exchange, and the handling fee. If you have an order for an exchange without reason, we suggest that you keep an available balance of about 40 yuan in your account.
Q: Is it a value-added service order, deducted from the user's balance, or directly deducted from the user's order payment? How to deduct fees for exchanging goods
A: Return order: We will deduct the shipping cost to the seller, the shipping cost of the seller's package, and the handling fee of 5 yuan directly from your order payment; Exchange order: We require you to deposit money into your account balance in advance. When the seller sends out the goods, a further deduction of 10 yuan will be made for the shipping fee to the seller, the shipping fee for the seller's exchange, and the handling fee. If you have an order for an exchange without reason, we suggest that you keep an available balance of about 40 yuan in your account.