The 7-day return and exchange service is a special after-sales service (including the service itself and technical support) offered by third-party platform sellers to customers. Within 10 days after the product is signed for (that is, within 7 days after the product is warehoused), buyers can return or exchange the purchased product in accordance with this rule and the relevant rules published by the third-party platform.
· How to determine whether a product is eligible for the return/exchange guarantee?
A product is either “compliant with” or “non-compliant with” the 7-day return/exchange service.
| Type | Example | After-sales service |
|---|---|---|
| Not Qualify | Customized goods | Products tailored to individual needs. Upon receiving your request, we will negotiate with the seller regarding the return and exchange issues. However, the final decision is determined by the seller. |
| Products for which packaging, labels, and accessories have been removed in accordance with user requests | Clothes with labels removed. | |
| Newspapers and periodicals | Subscribed books and periodicals. | |
| Second-hand products | Second-hand products. | |
| Products from outside the Chinese mainland | Products purchased from overseas and Hong Kong and Macao regions. | |
| Underwear | Underwear, socks, leggings. | |
| Adult toys | Adult toys. | |
| Others as specified by the seller | Comply with the seller’s rules. | |
| Food | Biscuits, candies, etc. | |
| Books (≥10) | No fewer than 10 books. | |
| Opened products need to meet the “special standards” for return packaging | Sealed products are shown in the attached table. (Click to view the “special standards”). | |
| Qualify | When the product satisfies all the following requirements: The seller offers a return guarantee; It is in a marketable state as required by the seller; The time of inventory in the warehouse does not exceed 7 days. For products with free shipping, the customer shall be responsible for the shipping cost when returning the product. Regarding products without free shipping, you are required to cover the shipping costs both when the seller ships the product to our warehouse and when you return the product to the seller. | For requests for return or exchange submitted within seven days after the product is warehoused, we will process them in accordance with the standard procedures. |
· How to apply for the return/exchange service?
Within seven days after the order status becomes “warehoused” (beginning from the next hour after the status turns to “warehoused”, with seven days equivalent to 168 hours), you can apply for the return or exchange service on the page. Once the time limit expires, the request may not be accepted.
· Charges:
Unconditional return = The shipping cost of the first dispatch by the seller + The return shipping cost from the warehouse + 10 yuan (service charge).
Unconditional exchange = The shipping cost of the first dispatch by the seller + The return shipping cost from the warehouse + The shipping cost for the seller’s re-dispatch + 10 yuan (service charge).
Note: Even if the seller provided free shipping at the time of purchase, you are required to refund the shipping cost of the first dispatch when applying for return or exchange.
· Determining who is responsible for product return/exchange (customer, the seller, or other parties)
(depends on the actual situation. Select the appropriate reason accordingly.)
| Responsible party | Conditions | Examples | Fee |
|---|---|---|---|
| Customer | I don’t want this product anymore | Customer A requests the guaranteed return/exchange service due to personal reasons. | In the event that the customer is the responsible party, the return/exchange service fee shall be borne by the customer. For an unconditional return, it is equal to the seller’s shipping cost + the seller’s shipping cost + 10 yuan (service fee). For an unconditional exchange, it is equal to the seller’s shipping cost + the seller’s two-way shipping costs + 10 yuan (service fee). Note: Even if the seller offered free shipping at the time of purchase, you are required to refund the shipping cost of the first dispatch when applying for return or exchange. |
| I purchased the wrong product/extra product | Customer B requests the guaranteed return/exchange service due to personal reasons. | ||
| The shipping cost is far beyond my budget | Customer C requests the guaranteed return/exchange service because the international shipping cost is much higher than his budget. | ||
| The seller believes that there is no quality problem with the product | Customer D requests the guaranteed return/exchange service as he thinks the product is inconsistent with the photo. After verification with the seller, there is no quality problem with the product. (See “Defective products/Products with quality problems”). | ||
| Seller | The seller sent the wrong product | The seller sent the wrong product due to his own negligence, and the received product is different from the ordered product. For example, the color or size of the product is different from what the customer ordered. | Under normal circumstances, customers are not obligated to bear the return or exchange costs resulting from non-customer-caused reasons. However, this is subject to the condition that unless the seller insists on having the customer pay for the shipping cost. |
| Quality problem | There is a quality problem with the product. For example, there are holes and stains. | ||
| Others | The product was damaged during domestic transportation | The product purchased by the customer was damaged when it arrived at the warehouse due to domestic transportation. |
· Notes and FAQs
The total amount for return/exchange is based on the product price actually paid by you.
We can only handle return/exchange for you with the seller’s consent.
After applying for return/exchange service, please ensure that there is sufficient balance in your account so that you can pay for the return/exchange shipping cost and service fee.
For the return packaging requirements of some products, please refer to the following table. If the requirements are not met, you will not be able to return/exchange the product.
· Special standards
| Product classification | Special standards |
|---|---|
| New shoes | The anti-theft buckle (if present) and the anti-damage sticker must remain uncut/undisturbed and be fully functional. |
| Detergent/tampon/paper/perfume | The one-time sealed packaging of personal care products (if available) must remain intact and unbroken. |
| Hair care products/wigs | The disposable sealed packaging of hair care products (if existing) must be kept in a perfectly sealed state. |
| Skin care/body care/essential oil products | The disposable sealed packaging of the product (if any) must remain in a sealed state. |
| Cosmetics/perfume/beauty tools | The disposable sealed packaging of the product (if any) must remain in a sealed state. |
| Digital products/household appliances (excluding cameras and large household appliances) | 1. The network access license must not be damaged (destroyed). 2. There must be no water stains. |
| Digital camera/SLR camera/camera | The shutter release count of the single-lens reflex camera is no more than 20 times. |
| Large household appliances | 1. For liquid crystal televisions and air conditioners: They must not have been mounted on the wall. Simple debugging is permitted. 2. For washing machines: They must not have been cleaned with water. |
| Models/anime products/anime-related peripherals/role-playing products/board games | The tape and plastic seals (if any) on products such as models, figurines, soldier figurines, and BJD cannot be removed. |
| Electronic components | 1. Absolutely no welding operations are allowed. 2. Integrated circuits must never have been mounted on any IC base. 3. For consumables such as thermal grease/thermal paste, electronic glue/potting glue/sealing glue/adhesive, conductive glue, and conductive ink, the disposable sealed packaging must be maintained in a hermetically sealed state. |
| The second-level category “game software” under the first-level category “video games/accessories/games/game guides” | The disposable sealed packaging of the product (if any) must remain in a sealed state. |
| Pet food, health products and medicines under the first-level category “pets/pet food and supplies” | The disposable sealed packaging of the product (if any) must remain in a sealed state. |
| Books/magazines | 1. The disposable sealed packaging of the product (if any) must remain in a sealed state. 2. There are no creases, water stains, stains, ink marks, or traces left by reading on the product. |
| The second-level category “animal health products/veterinary drugs” under the first-level category “pastures/agricultural products”. | The disposable sealed packaging of the product (if any) must remain in a sealed state. |
| For food (including supplements), cosmetics, medical devices, contraceptives, personal care products, adult products, baby diapers, books, audio-visual products, etc., the disposable sealed packaging (if any) must remain sealed. “Sealed” means: the seal or plastic wrap applied by the manufacturer on the product packaging. |
In the event of quality-related issues with the product, kongfumall will verify with the seller based on the actual situation. We will determine the final solution and notify the user. If the product has no quality issues, in accordance with the regulations of third-party platforms, no return or exchange service is offered. kongfumall will do its utmost to communicate with the seller and safeguard the rights and interests of the user.
Prior to applying for the return/exchange service, the product must be brand new and meet the requirements for resale. If the product has no quality issues, the user is responsible for the round-trip shipping cost. In the case of quality issues, upon the user’s submission of the request, the seller will bear the shipping cost.
There is no need to worry. In this case, no charges will be incurred. You will only be charged when the return/exchange request meets three conditions: Firstly, the product has no quality issues. Secondly, the product has been warehoused. Thirdly, you have exhausted the free return/exchange allowance for this month. Therefore, when the product has not been shipped, we will not charge you any fees.
You can view the free return and exchange situation for the current month on the return and exchange service application page. Go to [ Orders ] – find the order for which you want to apply for the free return and exchange service – click [ Return/Exchange ].
EN_US 
ZH 
ZH_HK 
FR 
DE 
JA 
ES 