Return And Exchange Service

What is 5-day unconditional return and exchange?

It 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 within 7 days from the date of receipt of the goods (i.e. within 5 days of the goods entering the warehouse), the buyer is allowed to return or exchange the purchased goods in accordance with the provisions of these rules and other public rules of the third-party platform.

How to determine whether the product supports unconditional return and exchange?

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

How to apply for return and exchange

Within 5 days of the order being in the "in-stock" status (calculated from the next hour after "in-stock", 120 hours is 5 days), you can apply for return and exchange without reason on your personal page. If you apply after the deadline, it may not be accepted.

Charge Standards

For returns and exchanges initiated by users for their own reasons, the first return and exchange service fee is waived each month. If the number exceeds the limit, the fee will be charged as follows:

(For returns and exchanges not initiated for their own reasons, customers do not need to pay the return and exchange service fee)

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

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

Note: If the product is free shipping when it is sent, you need to pay the shipping fee of the product to the seller when applying for a return and exchange

How to determine the responsibility for unconditional return and exchange (my reasons/seller reasons/other reasons)

(Please select the reason according to the actual situation)

Precautions and FAQs:

Precautions:

• The amount of the return or exchange application is based on the actual price of the product you paid

• Whether the return or exchange can be successfully accepted is based on whether the seller agrees to the return or exchange

• After applying for a no-reason return or exchange, please keep your account balance sufficient to pay for the return and exchange shipping and service fees

• The packaging of some products on the platform needs to refer to the table below. If it does not meet the requirements, the no-reason return or exchange rules cannot be used

Special intact standards:

Frequently Asked Questions:

1. If the order does not support "no reason to return and exchange", what should I do if there is a post-sales dispute?

If there is a quality problem with the product, Taojiyun will contact the seller to verify according to the actual situation, and notify the user in time after checking the final solution. If the product has no quality problems, according to the regulations of the third-party platform, the return and exchange service is not supported. Taojiyun will try to communicate with the seller and strive for relevant interests for the user.

2. If "no reason to return and exchange" is used, who will bear the shipping cost?

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

3. If the order is not shipped and you apply for a return, will there be a fee in this case?

No, please don't worry. Unconditional returns and exchanges 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 returned and exchanged without reason; third, the number of free unconditional returns and exchanges that can be enjoyed in the month has expired; therefore, we will not charge you for unshipped products.

4. Where can I check the number of times that the unconditional return and exchange service fee is free in the month?

You can check the remaining number of unconditional return and exchange service fee free times 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 no-reason return and 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 deducts the number of times you have used. If there are multiple orders applying for returns at the same time, the prompts on the interface may have a time buffer, resulting in the number of page prompts that cannot be updated synchronously. The final record and deduction of Taojiyun's purchasing records shall prevail.

6. If the seller provides freight insurance and free shipping, do I need to pay the shipping fee sent by the seller for the return?

For the explanation of freight insurance, since the insurance company's compensation is determined by the return rate of the Taobao account, the return rate of our purchasing account is currently high, and the insurance company may not make claims, so the freight insurance may fail to pay. In addition, for free shipping products, since the merchant advances the shipping fee, if you apply for a no-reason return or exchange, you need to pay the shipping fee sent by the merchant. Therefore, if you apply for a no-reason return or exchange, you need to bear the round-trip shipping fee.