Policy Overview

This After-Sales Policy is formulated to standardize the after-sales service standards, warranty terms, fault handling procedures, rights and obligations of all orders completed in the store. It aims to provide fair, transparent and standardized after-sales protection for all customers, unify the judgment criteria for product failures, quality problems and service exceptions, and effectively resolve after-sales disputes. This policy applies to all retail orders, wholesale orders, customized orders, domestic and cross-border orders of all product categories sold by the store. All customers who complete purchases shall be deemed to have voluntarily read, understood and fully accepted all terms of this after-sales policy. The store reserves the right to update and optimize the policy in accordance with industry norms, platform rules and business adjustments.

1. General After-Sales Service Principles

1.1 The store adheres to the principles of standardization, fairness, rationality and customer-oriented service. All after-sales services are implemented based on product attributes, official warranty regulations and objective fault verification results.

1.2 All after-sales applications must be submitted within the valid after-sales cycle and supported by real and effective evidence including photos, videos, logistics records and order information. Applications without valid evidence or exceeding the time limit will not be accepted.

1.3 After-sales services include product warranty maintenance, free replacement, defective product handling, technical after-sales consultation, fault detection, logistics damage compensation and exception handling, excluding the service scope explicitly exempted in this policy.

1.4 The store’s after-sales team will conduct professional verification and judgment on all reported product faults and quality problems. The final processing result shall be subject to the official inspection and evaluation conclusion of the store.

2. After-Sales Service Validity Period

2.1 Short-Term After-Sales Inspection Period: Within 7 to 15 working days from the date of customer’s signature for the goods, customers can apply for after-sales verification for functional failure, structural damage, missing parts, wrong goods and obvious quality defects of newly received products.

2.2 Standard Warranty Period: Except for special products with specified regulations, all conventional products enjoy a standard manufacturer warranty service of 12 months. During the valid warranty period, the store provides free maintenance, parts replacement and after-sales technical support for quality and functional faults that occur in normal use.

2.3 Special Product Warranty Rules: Perishable products, disposable products, customized processed products, second-hand goods and clearance discounted products do not enjoy a long-term warranty service, and only support defect verification and after-sales processing within the short-term inspection period.

2.4 The after-sales validity period and warranty period shall not be extended, renewed or reset due to product maintenance, parts replacement or single after-sales processing.

3. Standard Warranty Service Terms

3.1 Warranty Scope: During the valid warranty period, if the product has functional failure, performance abnormality, structural defect and component damage under normal installation, normal use and daily maintenance conditions without human damage, private modification and external force damage, the store provides free professional after-sales warranty services including free maintenance, free replacement of defective parts and free product replacement as appropriate.

3.2 Normal Use Definition: Normal use means that the product is installed and used in accordance with the official product manual, operating specifications and safety guidelines, used in a compliant working environment, and not affected by external extreme conditions, illegal operation and artificial damage.

3.3 Warranty Service Process: Customers shall actively feedback product faults and provide detailed fault descriptions and visual evidence. The store’s after-sales team will conduct fault assessment, confirm the warranty qualification, and arrange maintenance guidance, remote technical support or product return for maintenance according to the actual situation.

3.4 Maintenance Cycle: For products that need to be returned to the warehouse for maintenance, the overall processing cycle is 7-15 working days after the store receives the goods, including inspection, maintenance, testing and re-delivery time. The customer shall wait for the processing result patiently, and no compulsory expedited processing is supported unless agreed by both parties.

4. Free Replacement & Exchange Service Rules

4.1 Within the valid short-term inspection period, products with the following problems support free one-to-one replacement service: factory quality defects, serious functional failure that cannot be repaired, wrong model and wrong specification delivery by the store, missing core accessories affecting normal use, and serious logistics damage that cannot be fixed.

4.2 Products applying for replacement must keep complete original packaging, matching accessories, manuals and supporting documents, without man-made damage, use traces beyond normal inspection, private disassembly and secondary processing.

4.3 After the customer returns the defective goods and the store verifies that they meet the replacement standards, the store will deliver new qualified products within the specified cycle. The logistics expenses incurred by the replacement service caused by product quality problems or store errors shall be borne by the store.

4.4 For products that have been replaced for free once, no repeated replacement application for the same order will be accepted, and subsequent problems will be handled through maintenance and after-sales compensation according to the actual situation.

5. Logistics Damage & Transit Loss After-Sales Handling

5.1 For damage, extrusion, breakage, scratch and partial loss of goods caused by land, sea and air transportation during logistics transit, customers must take photos and retain evidence on the day of signing for the goods, and submit after-sales application within 24 working hours after signing.

5.2 After verifying that the damage is caused by logistics transportation, the store will provide targeted after-sales solutions including partial compensation, free replacement of damaged parts, full product replacement or partial refund according to the damage degree.

5.3 If the customer signs for the goods without inspection and fails to provide valid logistics damage evidence within the specified time, it will be deemed that the goods are intact when delivered, and the store will not bear the after-sales responsibility for subsequent packaging damage and product damage problems.

5.4 The store will actively assist customers in claiming compensation from logistics carriers for logistics-related damage and loss, and follow up the whole process to solve customer after-sales problems.

6. Cross-Border Order Special After-Sales Rules

6.1 For all cross-border exported orders, affected by international logistics cycles, customs supervision and cross-border transportation costs, the after-sales processing standards are different from domestic orders, and customers shall abide by the special cross-border after-sales provisions.

6.2 Cross-border orders support remote fault diagnosis, technical after-sales guidance, partial after-sales compensation and local replacement scheme suggestions. Due to the high cost and long cycle of cross-border return and transportation, the store does not support arbitrary cross-border return and exchange after-sales services.

6.3 If cross-border products have quality problems that cannot be solved remotely, the store will provide reasonable solutions including partial refund, free supplementary delivery of accessories and preferential repurchase discounts according to the actual fault situation, to avoid unnecessary cross-border logistics losses.

6.4 All customs detention, return, damage and loss problems caused by customer’s incorrect declaration, incomplete documents and personal reasons are not within the scope of store after-sales protection.

7. Non-Warranty & Exempted After-Sales Scenarios

The store shall not bear free warranty and after-sales service responsibilities for the following situations, and customers can apply for paid maintenance and paid replacement services at their own cost:

7.1 Product faults and damage caused by artificial factors, including private disassembly, modification, cutting, assembly, improper installation, violent operation and intentional damage.

7.2 Damage and performance failure caused by abnormal use environments, including overvoltage, water immersion, high temperature, humidity, corrosion, falling and external force impact.

7.3 Product aging, wear and failure caused by normal long-term use, as well as consumable loss of wearing parts and accessories.

7.4 After-sales applications submitted beyond the valid after-sales inspection period and warranty period without special official approval.

7.5 Damage and faults caused by natural disasters, force majeure factors and third-party responsibility problems.

7.6 Products that are resold, transferred or used for commercial leasing beyond the original purchase scope, with abnormal use records.

8. Paid After-Sales Service Rules

8.1 For products that do not meet the free warranty conditions, the store provides formal paid after-sales services including paid maintenance, paid parts replacement and paid refurbishment.

8.2 The charging standard of paid after-sales services is based on product damage degree, parts cost, labor cost and logistics cost. The store will provide a clear quotation before processing, and start after-sales processing only after the customer confirms and accepts the quotation.

8.3 After the completion of paid maintenance, the repaired parts enjoy a 3-month partial warranty service. The store does not provide overall product warranty extension for paid maintenance services.

9. After-Sales Application & Processing Procedure

9.1 Application Submission: Customers shall initiate after-sales applications through official order channels, and submit order number, detailed fault description, product real photos, fault videos and other required evidence materials to ensure true and effective information.

9.2 Official Review: The store’s professional after-sales team will complete evidence verification and fault review within 1-3 working days, and feed back the after-sales qualification judgment and targeted processing scheme to customers.

9.3 Implementation of Scheme: After the customer confirms the after-sales processing scheme, the store will complete remote guidance, parts supplementary delivery, product replacement or maintenance processing in accordance with the specified process and cycle.

9.4 Service Completion: After the after-sales problem is completely solved, the order after-sales service will be closed. No repeated after-sales application for the same fault problem will be accepted.

10. After-Sales Dispute Settlement & Malicious Application Prevention

10.1 For after-sales disputes arising from fault judgment, processing scheme and service cycle, both parties shall first negotiate friendly. If the negotiation fails, both parties can submit valid evidence to the platform or industry regulatory authority for arbitration.

10.2 The store strictly prohibits malicious after-sales applications, fake fault feedback, repeated unreasonable appeals and fraudulent after-sales compensation behaviors. Once verified, the store has the right to reject all after-sales applications of the order, record abnormal behaviors, and reserve the right to pursue legal liabilities.

10.3 All after-sales judgment results are based on objective product inspection results, real evidence and policy clauses. Verbal subjective descriptions without valid evidence shall not be used as the basis for after-sales processing.

11. Policy Update & Interpretation Terms

11.1 The store reserves the right to update, revise and adjust this After-Sales Policy in real time according to product iteration, industry standard upgrade and platform rule adjustment. The updated policy will take effect immediately after official release.

11.2 All orders generated after the policy update shall be implemented in accordance with the latest after-sales terms. Customers’ continued purchase and use of store services shall be deemed as acceptance of the latest policy provisions.

11.3 For any matters not covered by this policy, the store has the final right of reasonable interpretation, and will handle after-sales problems fairly in accordance with commercial fairness principles and industry standard specifications.