No-reason return and exchange service rules for purchasing agents

What is a 5-day no-reason return or exchange?

 

Refers to the special after-sales service provided by the "seller" to its buyers using the technical support and services provided by the third-party platform. If the order is placed within 7 days from the date of signing for the goods (i.e. within 5 days of the goods being put into storage), the buyer is allowed to press These rules and other publicity rules of third-party platforms provide for returns and exchanges of purchased goods.

 

How to determine whether a product supports return or exchange without reason?

5-day no-reason return or exchange product categories are divided into two categories: "not supported" and "supported"

 

Classification

type

Product examples (including but not limited to)

After-sales treatment

Not support

Customization, customization

Personalized customization and design services

Initiate a return or exchange application within 5 days after the goods are in storage, and we will handle it for you

The warehouse has been asked to remove packaging, tags, product peripherals and accessories

Clothes that have been packaged with tags removed, etc.

Delivered newspapers, periodicals

Subscriptions to newspapers and periodicals

Idle and resold goods

Second-hand goods, idle goods

Overseas purchasing agent/ global purchasing category

Products purchased from overseas, Hong Kong, Macao and Taiwan

intimate clothing

Underwear, socks, leggings, etc.

Adult Products

Various adult products

Merchant regulations do not support returns or exchanges

Subject to actual store and seller

food

Biscuits, candies, etc.

Books (≥15)

15 or more books

Goods with "special integrity" requirements were opened

Products with sealed packaging (click to view the "Special Integrity Standard Reference Table"

Support

The merchant promises to provide products with no reason to return or exchange them (except for some products and categories), within 5 days of the goods being put into storage, and the goods will not affect the seller’s secondary sales.

 

You are responsible for the return postage for free shipping products , and you are responsible for the shipping and return postage for non-free shipping products .

Initiate a return or exchange application within 5 days after the goods are in storage, and we will handle it for you

 

How to apply for return or exchange

 Within 5 days of the order being "in stock" (the time is calculated from the next hour after "in stock", 120 hours is considered 5 days), you can apply for a no-reason return or exchange on your personal page , late application may not be accepted.

 

Charging standards

If a user initiates a return or exchange due to their own reasons, the first return or exchange service fee will be waived every month. Excessive times will be charged as follows:

(Customers do not need to pay the return or exchange service fee if the return or exchange is not initiated by themselves)

No-reason return fee = shipping fee to the seller + shipping fee from the seller + service fee of 5 yuan

Exchange fee for no reason = shipping fee to the seller + shipping fee from the seller for the second time + service fee of 5 yuan

Note: If the product is shipped with free shipping, you need to pay the seller the shipping fee for sending the product when applying for a return or exchange

 

How to determine the responsibility for unreasonable returns and exchanges (my reasons/seller’s reasons/other reasons)

(Please choose the reason according to the actual situation)

 

 

 

Responsible party

Condition

Related cases

cost

my reasons

Don't want it anymore

Customer A requested a no-reason return or exchange due to personal reasons.

Ordinary users are exempt from the first-time return and exchange service fee every month. Excessive times will be charged as follows:

Unreasonable return fee = shipping fee to the seller + shipping fee from the seller + service fee of 5 yuan

Unreasonable exchange fee = shipping fee to the seller + shipping fee from the seller for the second time + service fee of 5 yuan

 

The customer does not need to bear the return and exchange fees due to non-customer reasons.

Buy wrong/buy too much

Customer B bought the wrong/excessive product due to personal reasons and applied for a no-reason return or exchange.

The shipping fee is too expensive and exceeds the budget

Customer C applied for a no-reason return or exchange because the international shipping costs were high and exceeded the budget.

The seller considers that the product has no quality problems (click to view "Common Types of Product Defects/Quality Problems"

Customer D believed that the actual product did not match the picture and requested a no-reason return or exchange. After verification with the seller, there is no quality problem with this product

Seller’s reason

Wrong goods sent

Due to the seller's fault, the wrong product was sent, resulting in the actual arrival of the product being inconsistent. Example: The size and color do not match the customer’s order.

Quality issues

Incoming goods have obvious quality problems, such as holes and stains

Other reasons

Goods damaged during domestic transportation

The goods purchased by the customer were damaged when they were put into storage due to domestic express delivery.

 

Notes and FAQs:

Notes :

1. The amount applied for return or exchange shall be based on the actual product price you paid

2. Whether the return or exchange can be successfully accepted depends on whether the seller agrees to the return or exchange

3. After applying for an unreasonable return or exchange, please keep your account balance sufficient to pay the return shipping and service fees

4. The packaging of some products on the platform must refer to the table below. If there is any discrepancy with it, the no-reason return and exchange rules cannot be used

Special integrity standards:

 

Category name

special standard of perfection

sneakers new

(If any) Anti-theft buckles and anti-loss stickers must not be cut or torn; and do not affect reasonable use

Cleanser/sanitary napkin/paper/ aromatherapy

Cleansing and care products (if any) in disposable sealed packaging and unopened

Hair care/wigs

Hairdressing and hair care products (if any) in disposable sealed packaging that has not been opened

Beauty and skin care/ media and body care /essential oils

(If any) The disposable sealed packaging of the product has not been opened

Makeup/perfume/beauty tools

(If any) The disposable sealed packaging of the product has not been opened

Digital home appliance industry (except cameras and major appliances)

1. The network access permit is not damaged (destroyed)
2. There is no liquid immersion

Digital camera/SLR camera/Video camera

The shutter of SLR camera products cannot be used more than 20 times.

major appliances

1. LCD TVs and air conditioners are allowed simple and general debugging, and are not allowed to be installed on the wall;
2. Washing machines are not allowed to be used in water.

Model toys/animation /peripherals/COS/ board games

The inner packaging of models, figures, soldiers, and BJD products (if any) has rubber strips and cannot be removed.

Electronic Component

1. No welding operation has been performed
2. The integrated circuit has not been installed on the IC base 3. Consumables (thermal grease/ thermal paste, electronic glue/ potting sealant /sealant, adhesive, conductive glue, conductive ink ) Disposable sealed packaging unopened

The second-level category "Game Software" under the first-level category "Video Games/Accessories/Games/Strategies"

(If any) The disposable sealed packaging of the product has not been opened

Pet food, health products and medicines under the first-level category "Pets/Pet Food and Supplies"

(If any) The disposable sealed packaging of the product has not been opened

Books/Magazines/Books

1. (If any) the product is in a one-time sealed package and has not been opened
2. The product has no creases, water stains, stains, writing or reading marks

Second-level categories "feed", "animal health products, veterinary drugs" under the first-level category "animal husbandry/breeding materials"

(If any) The disposable sealed packaging of the product has not been opened

The outer packaging of food (including health food), cosmetics, medical equipment, family planning products, personal care products, adult products, baby diapers, books, and audio-visual products is sealed once and must not be opened.
"Sealing" refers to packaging measures in which the outer packaging of the product is sealed (labeled) or integrally plastic (sealed) by the manufacturer.

 

 

FAQ:

1. What should I do if an order does not support "return or exchange without reason" and an after-sales dispute occurs?

If there is a quality problem with the product, the DragonDirect platform will contact the seller to verify according to the actual situation, and notify the user in a timely manner after checking the final solution. If there is no quality problem with the product, according to the regulations of the third-party platform, return and exchange services are not supported. DragonDirect will try to communicate with the seller and strive for relevant benefits for the user.

2. If you use "return or exchange without reason", who will bear the freight?

 Before initiating a return or exchange application, the product must be brand new and not affect secondary sales. If there is no quality problem with the product, the customer must bear the purchase and return shipping costs after initiating the application. If there is a quality problem with the product, the seller will bear the round-trip shipping costs after the customer initiates the application.

3. If you apply for return if the order is not shipped, will you be charged in this case ?

There will be no charge, please don’t worry. Returns and exchanges without reason will only be charged if three conditions are met : first, you request a return due to non-product quality issues; second, the product has been put into storage and needs to be processed No-reason returns and exchanges; third, the number of free no-reason returns and exchanges that can be enjoyed in the current month has been exceeded ; therefore, we will not charge you for undelivered goods.

4. Where can I check the number of times of no-reason returns and exchanges without service fees in the current month?

You can check the remaining number of free returns and exchanges for no reason in the month on the return and exchange application page. The operation steps are: [User Center] - [Shopping Order] - Find the order you need to apply for a no-reason return or exchange - click [Return/Exchange].

5. Which operation link does the system use as a node to record the number of times?

After receiving your return and exchange application , the buyer will handle the return and exchange for you. When the order status is 'Return', the system will deduct the number of times you have used it. If there are multiple orders applying for returns at the same time, the prompts on the interface may be buffered by timeliness and the number of page prompts cannot be updated synchronously. In the end, DragonDirect records and deductions shall prevail.

 6. If the seller has shipping insurance and free shipping, do I still need to pay the shipping fee sent by the seller when returning the product?

 Regarding freight insurance, because the insurance company’s compensation is based on the return rate of the Taobao account, currently our purchasing account has a high return rate, and the insurance company may not make a claim, so the freight insurance claim may fail. In addition, for free shipping products, since the merchant pays the shipping fee in advance, if you apply for a return or exchange without reason, you need to pay the shipping fee sent by the merchant. Therefore, if you apply for a return or exchange without reason, you will need to bear the return shipping fee. 

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