I. Scope of Application

Eligible for Return/Exchange (within 7 days of receipt; within 3 days for fresh produce/customized items)

• Quality issues (damage, malfunction, discrepancy with description);
• Brand-new and unused products with intact packaging and complete accessories (no quality issues);
• Loss/damage caused by logistics (after verification).

Not Eligible for Return/Exchange

• Intimate apparel, opened cosmetics, customized products, perishable goods, virtual products, and products that have been used and affect secondary sales.

II. Core Process

1. Initiate Application (by the consumer)Online: APP/mini-program → "My Orders" → "Apply for After-Sales Service" → select "Return for Refund/Exchange" → fill in the issue, upload supporting documents → submit.Offline: Bring the product and supporting documents to the original store → fill in the application form → preliminary review by the store.
2. Mall/Store Review (1-2 working days)After the after-sales application is initiated, the mall/store will review and process the after-sales request.
3. Return/Submit the Product (within 3 days after review approval)Online: Return the product to the specified address (attach the return tracking number + username) → fill in the logistics tracking number.
4. Product Inspection (1-3 working days after receipt)Inspection passed: Proceed to the refund/exchange process.Inspection failed: Inform the reason and negotiate for handling (e.g., return the product, with the consumer bearing the shipping fee).
5. Refund/Exchange ProcessingRefund: Credited within 1-3 working days (1-3 days for WeChat/Alipay, 3-7 days for bank cards, and instant for account balance).Exchange: Shipped within 3-5 working days → send logistics notification.
6. After-Sales Follow-UpA follow-up call will be made within 1 working day; issues will be resolved within 2 working days. Records can be viewed in "After-Sales Orders".

III. Key Notes

• Shipping Fee: Borne by the mall if the issue is due to quality problems or mall responsibility; borne by the consumer if it is due to personal reasons.
• Time Limit: Applications will be automatically cancelled if the product is not returned within 3 days; complaints can be filed if the request is not processed within the time limit.
• Supporting Documents: Keep purchase certificates, logistics documents, and communication records.