Return & Refund Policy

Last Updated: August 2026

To protect the legitimate rights and interests of both buyers and sellers and to maintain a fair, transparent, and orderly trading environment, the platform has established this Return & Refund Policy. All buyers and sellers are required to comply with this policy and the applicable platform rules when conducting transactions through the platform.

1. Scope of the Policy

This Return & Refund Policy applies to eligible orders placed and completed through the platform.

Different products may be subject to different return and refund requirements due to their nature, supplier requirements, hygiene considerations, applicable laws and regulations, or other special circumstances.

Where a product listing contains specific return or refund terms, those terms should also be taken into consideration.

2. Eligible Reasons for Return or Refund

Subject to platform review and approval, buyers may submit a return or refund request under the following circumstances:

2.1 Incorrect or Inaccurate Product

• The product received does not match the order details;
• The model, specification, size, color, quantity, or other relevant information differs from the order;
• The product received materially differs from its description on the platform.

2.2 Damaged or Defective Product

• The product was damaged during transportation;
• The product has a material defect affecting normal use;
• The product fails to function properly under normal and reasonable use.

2.3 Missing Items or Components

• Part of the order was not received;
• Accessories or components stated as included with the product are missing.

2.4 Failed Order Fulfillment

• The order cannot be properly delivered due to circumstances attributable to the seller or logistics provider;
• The platform determines that the order cannot be fulfilled.

2.5 Other Eligible Circumstances

The platform may consider other return or refund requests where, after reviewing the relevant circumstances and supporting evidence, the request is determined to meet the applicable platform requirements.

3. Return & Refund Request Period

1. Buyers should submit a return or refund request within the applicable period specified by the platform after receiving the product.
2. Buyers are strongly encouraged to contact Customer Support as soon as a problem is identified.
3. Requests submitted after the applicable deadline may be rejected unless the platform determines that an exception is appropriate.
4. For damaged, incorrect, or incomplete orders, buyers may be required to provide photographs, videos, packaging images, shipping labels, or other supporting evidence.

4. Return Product Requirements

Where a return has been approved, the buyer must return the product in accordance with the return instructions provided by Customer Support.

Unless the product is defective or the platform provides otherwise, the returned product should generally meet the following requirements:

• The product remains in its original condition;
• The product and packaging have not been materially damaged by the buyer;
• Product labels, serial numbers, and identifying marks remain intact;
• All accessories, manuals, and included items are returned;
• Valid order information or proof of purchase is provided;
• The product has not been unauthorizedly modified, dismantled, or repaired.

If the returned product does not meet the applicable requirements, the platform may reject the refund, adjust the refund amount, or request additional information from the buyer.

5. Non-Returnable or Non-Refundable Circumstances

A return or refund request may be rejected in the following circumstances:

1. The applicable return or refund period has expired;
2. The product was damaged due to misuse, improper operation, negligence, or other circumstances attributable to the buyer;
3. The product has been materially used, modified, dismantled, or repaired without authorization;
4. Original packaging, accessories, labels, or other important components are missing;
5. The buyer is unable to provide valid order or purchase information;
6. There is insufficient evidence establishing that the product is defective, damaged, incorrect, or inconsistent with the order;
7. The buyer has changed their mind and the product is not eligible for a change-of-mind return;
8. The product is subject to special return restrictions under applicable laws or platform rules;
9. The platform identifies fraudulent, abusive, or otherwise improper use of the return or refund process.

Products such as food, personal-care products, hygiene-related items, customized products, digital products, or other specially regulated products may be subject to separate return and refund requirements.

6. Damaged, Incorrect, or Incomplete Orders

If a buyer receives a damaged, incorrect, or incomplete order, the buyer should contact Customer Support as soon as possible and provide:

• Order number;
• Photographs of the product;
• Photographs of the original packaging;
• Shipping label or logistics information;
• Video evidence or other supporting materials clearly showing the issue.

The platform will review the information provided together with the relevant order records.

Where the request is approved, the platform may provide an appropriate resolution, including:

• Product replacement;
• Shipment of missing items;
• Return and refund;
• Partial refund; or
• Another appropriate resolution determined by the platform.

7. Return Shipping Costs

Responsibility for return shipping costs will generally be determined based on the reason for the return and the outcome of the platform's review.

Where the return is confirmed to be caused by:

• Incorrect shipment by the seller;
• A confirmed product defect;
• Damage occurring during transportation; or
• Missing items or components;

the platform may determine the appropriate handling of return shipping costs in accordance with the applicable circumstances and platform rules.

Where a return is requested solely for reasons attributable to the buyer, the buyer may be responsible for the applicable return shipping costs.

8. Refund Processing

1. Once the returned product and relevant supporting information have been reviewed and confirmed as eligible for a refund, the platform will initiate the refund process.
2. Refunds will generally be issued through the original payment method or another payment method permitted by the platform.
3. The actual time required for funds to be credited may vary depending on the bank, payment provider, card issuer, e-wallet provider, or other financial institution involved.
4. Once the platform has completed the refund process, the final crediting time will depend on the relevant financial institution.
5. If a refund has not been received within the expected processing period, the buyer may contact Customer Support to check the refund status.

9. Refund Amount

The refund amount will generally be calculated based on the eligible amount of the relevant order.

Depending on the circumstances, the following amounts may not be refundable:

• Service fees that have already been incurred and cannot be recovered;
• Special or additional shipping charges;
• Additional costs incurred due to circumstances attributable to the buyer;
• Losses resulting from the buyer's misuse or negligence;
• Other fees expressly designated as non-refundable under the applicable platform rules.

The final refund amount will be determined based on the order details, product condition, applicable policies, and outcome of the platform's review.

10. Return & Refund Review Process

Return and refund requests will generally follow the process below:

Submit Request → Provide Supporting Information → Platform Review → Resolution Confirmed → Return Product (if applicable) → Product Inspection → Refund or Replacement → Case Completed

Depending on the complexity of the case, the platform may request additional information from the buyer or seller.

Both parties are expected to cooperate with the review process and provide accurate, complete, and authentic information.

11. Seller Responsibilities

Sellers are responsible for:

1. Providing accurate and truthful product information;
2. Shipping the correct products according to the order details;
3. Packaging products appropriately to minimize the risk of damage during transportation;
4. Cooperating with legitimate return and refund requests in accordance with platform rules;
5. Providing relevant order, logistics, product, and transaction information when requested by the platform;
6. Not deliberately refusing legitimate return or refund requests that meet the applicable requirements;
7. Not using false information, improper practices, or other methods to circumvent the platform's return and refund procedures.

12. Buyer Responsibilities

Buyers are responsible for:

1. Checking the product condition promptly after delivery;
2. Submitting a return or refund request within the applicable period when an issue is identified;
3. Providing accurate, complete, and authentic supporting information;
4. Keeping the product and relevant packaging in an appropriate condition where a return may be required;
5. Following the return instructions provided by Customer Support;
6. Not submitting fraudulent claims, abusive return requests, or otherwise attempting to obtain an improper benefit.

13. Dispute Resolution

If a dispute arises between a buyer and seller regarding a return or refund, the platform may review the matter based on relevant order records, product information, logistics records, photographs, videos, transaction records, and other available evidence.

The platform will handle the dispute in accordance with the applicable platform rules and the circumstances of the case.

If either party disagrees with the outcome, they may submit an appeal through the platform's designated dispute or appeal procedure, where available.

14. Prevention of Abusive Returns & Fraud

The platform strictly prohibits the fraudulent or abusive use of its return and refund procedures.

Prohibited conduct includes, but is not limited to:

• Falsely claiming that a product was damaged or defective;
• Submitting altered, falsified, or misleading photographs, videos, or documents;
• Using a product and subsequently making a fraudulent refund claim;
• Returning a different product from the one originally purchased;
• Submitting multiple refund requests based on the same issue without valid grounds;
• Engaging in any other conduct intended to mislead the platform or obtain an improper benefit.

Where such conduct is identified, the platform may reject the relevant request and take appropriate account or store management measures in accordance with applicable platform rules.

15. Policy Updates

The platform reserves the right to amend, supplement, or update this Return & Refund Policy from time to time based on business requirements, changes in applicable laws and regulations, and operational needs.

Where material changes are made, the platform will provide notice through appropriate official communication channels.

Buyers and sellers are encouraged to regularly review the latest version of this policy.

16. Important Notice

This policy is intended to establish a fair, transparent, and reasonable framework for handling returns and refunds.

Whether a particular order qualifies for a return or refund will be determined based on the actual circumstances of the order, the condition of the product, the evidence provided by the parties, and the applicable platform rules.

Thank you for your understanding and cooperation. The platform remains committed to protecting the legitimate interests of both buyers and sellers while providing a fair, transparent, and professional after-sales service experience.