1. Receipt and Inspection

After products are inspected and entered into kongfumall warehouse, or once you receive the package, if you find any quality issues or suspect the authenticity of the product, please contact our customer service immediately and provide relevant evidence.

2. Complaint Materials

When submitting a complaint, please provide the following materials:

• Order details of the purchased product;

• Payment proof;

• Product description;

• Relevant evidence of the product quality issue.

3. Complaint Process

After receiving your complaint materials, our customer service team will review the situation and assist you in communicating with the seller to resolve the issue and protect your legal rights.

Please note that since this involves the authenticity of the product, further professional evaluation and legal procedures may be required. If a professional evaluation agency is needed, the evaluation fee will be borne by you. To protect your interests, we recommend purchasing from legitimate channels and reputable sellers to minimize the risk of counterfeit products.

4. 14-Day Return/Exchange Guarantee

14-day Return/Exchange Guarantee is a special after-sales service provided by kongfumall. Buyers can apply for a return or exchange within 14 days after receiving the product (i.e., within 14 days after the product enters the warehouse).

5. How to Determine If the Product Meets Return/Exchange Guarantee Conditions?

For 14-day free return/exchange services, products are classified as either “Applicable” or “Not Applicable”:

• If the product meets the return/exchange requirements (such as being unopened and meeting other specific conditions), it can be returned or exchanged;

• If the product does not meet the return/exchange conditions, it will not be eligible for this guarantee.

6. How to Apply for Return/Exchange Services?

• You can apply for return or exchange within 14 days after the order status is changed to “In Warehouse” (14-day period starts from the hour after the order status is changed to “In Warehouse,” i.e., 14 days = 336 hours). Requests made after this period may not be processed.

7. How to Determine Who Is Responsible for Return/Exchange (Me, Seller, or Another Party)?

Please select the reason based on your actual situation:

• If the product has a quality issue, the seller will bear the return shipping cost;

• If the product has no quality issues, you will bear the return shipping cost.

Notes and Frequently Asked Questions:

1. What to do if there is an after-sales issue for orders that are not within the “Return/Exchange Guarantee” scope?

   • When a product has a quality issue, kongfumall will verify the situation with the seller and propose a final solution, notifying the user accordingly. If the product does not have a quality issue, we cannot provide return/exchange services based on third-party platform rules. However, we will make every effort to communicate with the seller to protect the user’s rights.

2. Who is responsible for the shipping cost during return/exchange?

   • If the product has no quality issues and meets the return conditions, the user will bear the return shipping cost. If the product has quality issues, the seller will bear the return shipping cost after the user submits the return request.

3. Are there any fees for requesting return services for an order that has not been shipped yet?

   • Don’t worry, no fees will be charged in this case. Fees will only be charged if all three of the following conditions are met:

     1. The product has no quality issues.

     2. The product has entered the warehouse.

     3. You have already used up your free return/exchange opportunity for this month. Therefore, no fees will be charged if the product has not been shipped yet.

Special Standards

Frequently Asked Questions:

1. What should I do if I encounter after-sales issues for orders that are not within the “Return/Exchange Guarantee” scope?

   • When a product has a quality issue, kongfumall will verify the situation with the seller and propose a final solution. If the product has no quality issues, return/exchange services will not be provided according to third-party platform rules, but we will make every effort to communicate with the seller to protect your rights.

2. Who bears the shipping cost for return/exchange services?

   • If the product has no quality issues and meets the return conditions, the return shipping cost will be borne by the user. If the product has quality issues, the seller will bear the return shipping cost after the user submits the return request.

3. Is there any charge for requesting return services for an order that has not been shipped yet?

   • No, there will be no charge in this case. Charges will only apply if all three conditions below are met:

     1. The product has no quality issues.

     2. The product has been entered into the warehouse.

     3. You have used up your free return/exchange opportunities for the month.

Conclusion

kongfumall is committed to providing a seamless shopping experience and ensuring comprehensive after-sales services for users. If you have any questions about the product’s quality or after-sales services, please feel free to contact our customer service team, and we will do our best to resolve your issues and protect your rights.