General Principles
Ⅰ. According to the 7-day Return & Exchange principles (refer to Table 1 for more details), TospinoMall promises that consumers can apply for Return & Exchange Services for the intact items online within the 7 days of receiving. As for items with quality problems, consumers are accessible to the Return & Exchange Services within the 30 days of receiving; and the exchange goods are available for the 7-day Return & Exchange Services as long as they are intact and confirm with the completeness standards. Moreover, TospinoMall will provide the 365-day maintenance service.
Ⅱ. Consumers requiring the Return & Exchange Services shall submit the after-sale application on TospinoMall within the 7 days of receiving. The 7 days are the passed 168 hours calculated from the midnight(0:00) of the next day after the signing for items.
Ⅲ. Items returned by consumes shall be intact (refer to Table 1 for more details).
Ⅳ. Consumers shall individually pay the delivery fee of returning goods sent out by TospinoMall for free. As for orders sent out by TospinoMall with certain delivery cost or for free but under some specific conditions, consumers shall pay all delivery fees by themselves, which caused by the return of part of order or out of conditions(refer to Table 2 for more details).
Ⅴ. The losses or damages of gifts will not affect the Return & Exchange application; but TospinoMall will charge 10% of the order amount as the compensation for the losses or damages. Buyers shall be responsible for related taxation if they lose the invoice.
Table 1
7-day Return & Exchange Services
| Situations |
Types |
Examples |
|
Items unavailable for the 7-day Return & Exchange Services |
1. Customized goods |
Personal customerization, designing, etc.. |
| 2. Fresh or perishable products |
Flowers, plants, aquatic products, meats, fresh fruits and vegetables, sweet dumplings, stuffed dumplings, cold needles, cheese, moon cakes, chocolates, fruit/vegetable juice, creams, butters, etc.. |
|
| 3. Such digital supplies as video/audio items and computer software downloaded online or opened by buyers |
Top-up card, oiling card, etc.. |
|
| 4. Delivered newspaper/periodicals |
Subscribed periodicals, magazines, etc.. |
|
| 5. Service sectors |
Education training, decoration design, engineering, monitoring, etc.. |
|
| 6. Items that may affect safety/health after opening, or may change their qualities |
E-toothbrushes, health care products, adult products, food, drinks, underwear, socks, stockings, silk stockings, shaping stockings, body shaper, shaping pants, inlays, nipple covers, falsie, etc.. |
|
| 7. The product values are reduced greatly after enabling/trial use, like non-living consumption items |
Intelligent devices(e.g., VR helmets), commercial kitchen tools, golds, platinum, cars, motorbikes, electromobile, etc.. |
|
| 8. Other goods unavailable for return, which is confirmed by consumers |
|
|
| Items available for the 7-day Return & Exchange Services |
Other products out of the mentioned-above types |
Clothing(except undergarments), shoes, caps/hats, bags&cases, toys, maternal and baby supplies, pet supplies(expect food and drugs), etc.. |
Policies for the 7-day Return & Exchange Services
| Situations |
Descriptions |
Examples |
| Unavailable for the 7-day Return & Exchange Services |
The product is not available for the 7-day Return & Exchange Services |
The same as mentioned-above examples |
| Available for the 7-day Return & Exchange Services |
The product is available for the 7-day Return & Exchange Services caused by customer’s subjective factors, but it must be intact and complete. |
There are no used signs, washing signs, damages or label missing for garments, shoes or boots. |
| Available for the 7-day Return & Exchange Services (Unavailable after opening)
|
The product is available for the 7-day Return & Exchange Services caused by customer’s subjective factors, but the following conditions are unavailable, including opened package, missed accessories and/or damaged appearance. |
The laminating film of makeup/beauty care supplies shall be intact(if any); the sealed package shall be intact(if any); and the bottle cap shall not be opened. |
| Available for the 7-day Return & Exchange Services (Unavailable after installation) |
The product is available for the 7-day Return & Exchange Services caused by customer’s subjective factors, but such conditions are unavailable including installed items, missed accessories and/or damaged appearance. |
Exercise bikes, treadmills, hanging air conditioners, range hoods, calorifier, etc.. |
| Available for the 7-day Return & Exchange Services (Unavailable after activation) |
The product is available for the 7-day Return & Exchange Services caused by customer’s subjective factors, but the following conditions are unavailable, including activated items, missed accessories and/or damaged appearance. |
Laptops, desktops, phones, PS4 and other products with activation limitation. |
| Available for the 7-day Return & Exchange Services(Unavailable after use) |
The product is available for the 7-day Return & Exchange Services caused by customer’s subjective factors, but the following conditions are unavailable, including used items, missed accessories and/or damaged appearance. |
Floor cleaning robots, purifiers, humidifiers, etc.. |
Stipulations on intact products
- General standards on intact goods
1.1 The product shall maintain original quality and functions. Consumers shall ensure that the return items are complete, including accessories like labels, specifications and warranty cards, maintaining the original quality and functions; and there are no damages, stains, scratched anti-fake labels, activated situations, or unrecoverable, unreasonable used signs on appearances and personal data.
1.2 Consumers shall maintain the intact feature of goods when they open the package or do the reasonable test to check/confirm the product quality and functions. If the product value is depreciated too much due to the unreasonable check/test on quality and functions, it will be deemed as incomplete.
1.3 The original package is part of the product assembly. It shall be intact without serious damages or stains while being returned. For the exclusiveness of package, some items shall maintain the completeness and original packing during the 7-day Return & Exchange Services. These products are electric products, home appliances, lights and other items with valuable packages, like Swiss watches, jewelries and golds.
“Original Package” refers to the original packing made by the manufacturer(namely the smallest sale unit). It does not include the second package provided by the logistics company.
1.4 The losses or damages of gifts will not affect the Return & Exchange application; but TospinoMall will charge 10% of the order amount as the compensation for the losses or damages. Buyers shall be responsible for related taxation if they lose the invoice.
1.5 The disposable sealed package of the following products shall not be opened, including food(health care food), makeup supplies, beauty care products, books, medical facilities, family planing supplies, adult products, diapers and video&audio products.
“Sealed” refers to the outside packing with a trip seal or integral plastic made by manufacturers.
- Special standards on intact products
If the package does have such additional values or functions as anti-fake labels, exclusiveness or collections, sellers have the right to require reasonable protection for packages. According to the reasonable protection for packages, consumers shall protect them carefully on the basis of obvious specifications displayed by sellers. Once the damaged packages result in depreciation or functional losses, it will be deemed as the depreciation of product value and the 7-day Return & Exchange Services is not available any more.
| Product Categories |
Descriptions |
| Music/video/audio/songs/movies |
A. Disposable sealed packages shall not be opened for audio supplies, books and magazines(if any) B. There are no folding/used signs |
| Books/magazines/newspapers |
|
| Notebook computers |
A. Disposable sealed packages shall not be opened for CD software(if any) B. Activated systems are unavailable for the 7-day Return & Exchange Services C. Used multifunctional machines, printers and airtime are unavailable for the 7-day Return & Exchange Services
|
| DIY computers |
|
| Laptops/MID |
|
| Electronic components |
|
| Brand desktops/all-in-one machines(except servers) |
|
| Audio and video appliances |
|
| 3C digital accessories |
|
| MP3/MP4/iPod/ voice recorder |
|
| Flash cards/U disks/storage cards/mobile HDD |
|
| Network devices/related products |
|
| Electronic toys/parts/games/strategies |
|
| E-dictionary/e-papers/stationery |
|
| Computer hardware/displayer/peripheral products |
|
| Office devices/consumables/related services |
|
| Phones |
Undamaged network access license |
| Intelligent devices |
Undamaged network access license Intelligent glasses and VR helmets are unavailable for the 7-day Return & Exchange Services |
| Makeup/perfume/beauty tools |
A. The disposable sealed packages shall not be opened(if any) B. B. Undamaged exclusive labels(except the ones pasted by sellers) |
| Beauty/skin/body products; essentials |
|
| Hair care products/wigs |
|
| Kitchen appliances |
A. Installed bowl washing machines, gas stoves, calorifier and range hoods are unavailable for the 7-day Return & Exchange Services B. Opened face cleansing instruments, shavers, beauty massages, hair clippers, razors, air removers and other skin-contacted goods involved safety and health problems are unavailable for the 7-day Return & Exchange Service C. Used water purifying machines are unavailable for the 7-day Return & Exchange Services |
| Personal care products/ health care products/ massage tools |
|
| Domestic appliances |
|
| Large appliances |
A. Washing machines and dryers shall not be used. B. The retaining screws/quakeproof bolts of the drum-type washing machines and dryers shall not be dismounted. C. Installed hanging air conditioner and washing machines are unavailable for the 7-day Return & Exchange Services |
| Textiles/sports & outdoors |
Installed sports facilities like cycling equipment are unavailable for the 7-day Return & Exchange Services |
| Clothing/shoes |
There are no obvious signs of wearing, washing or staining, like the lipstick marks. |
| Home decorations |
Wallpapers, wall cloths, customized wall painting and tile backgrounds are unavailable for the 7-day Return & Exchange Services |
| Women’s underwear/men’s underwear/gowns |
Underwear, socks, stockings, silk stockings, shaping stockings, body shaper, shaping pants, inlays, nipple covers and falsie are unavailable for the 7-day Return & Exchange Services |
| Maternal & Baby supplies |
The following products shall not be opened: diapers, wet tissues, breast pumps, teething tools, nipples, feeders and anti-galactorrhea pads |
| Jewelries |
A. There are no obvious stains on related certificates B. B. The price label shall be intact C. Golds, platinum, silvers and diamonds are unavailable for the 7-day Return & Exchange Services |
| Automotive supplies |
Maintenance supplies, cleaning supplies, tires and wheel hubs are unavailable for the 7-day Return & Exchange Services |
Table 2 Delivery Fees
| After Receiving |
Types of Product Problems |
Delivery |
Processing Rules |
| Within 7 days |
For products available to after-sale services: consumers can apply for the 7-day Return & Exchange Services |
Not for free |
Consumers pay the delivery caused by return services |
| For products unavailable to after-sale services: consumers can apply for the 7-day Return & Exchange Services resulted from their subjective factors(e.g., dislike or unsuitable) only when the platform agrees the return/exchange requirements |
|||
| Return & Exchange Services caused by non-consumer-related elements, including quality problems, logistic damages, missing, losses, or unconformity. |
Sellers pay the delivery fee caused by return services |
||
| Return & Exchange Services caused by non-consumer-related elements (e.g., product problems) |
TospinoMall pay the delivery caused by return services |
||
| Within 30 days |
Return & Exchange Services caused by non-consumer-related elements (e.g., quality problems) |
Sellers pay all delivery fees |
|
| Within 365 days |
Consumers apply for maintenance services |
Sent back by consumers |
Consumers pay all delivery fees |
| Taken by consumers |