【Return/Exchange Guarantee】

5-Day Return/Exchange Guarantee is a special after-sales service (including the service itself and the tech support) offered to customers by sellers on third-party platforms. Within 5 days after the product is signed (i.e. within 5 days after the product is stocked in the warehouse), the buyer can return/exchange the purchased product based on this rule and associated rules released by third-party platforms.

【Return/Exchange Service Fee】

Within 5 days (starts at the next hour after the status changes to “Stocked in”, 5 days =120 hours) after the order status is changed to “Stocked in”, you can request return/exchange service on your page. The request might not be accepted after the time expires.

Fees：

All users are exempt from the Service Fee for the first return /exchange operation in each calendar month. additional applications will be charged as follows:

Unconditional return = Shipping cost to the seller + shipping cost from the seller + 5 RMB (Service Fee)

Unconditional exchange = Shipping cost to the seller + shipping cost of 2 trips from the seller + 5 RMB (Service Fee)

Note: Even if the seller offers free shipping at purchase, you will need to pay back the shipping fee of the first dispatch when you apply for a return/exchange.

For detailed rules, please refer to:

https://www.kameymall.com/helpcenter/faq/141-145/415.html

FAQ:

1.What to do when there is an after-sales problem with an order that is ineligible for the “return/exchange guarantee”?

When there is a quality issue with the product, KameyMall will verify with the seller based on the actual situation. We will figure out the final solution and notify the user. If the product has no quality issue, the return/exchange service will be unavailable based on the rules of the third-party platform. KameyMall will try to communicate with the seller and protect the user’s rights.

2.Who will be responsible for the shipping fee when using the “return/exchange guarantee”?

The product must be new and meet the resell requirement before requesting the return/exchange service. If the product has no quality issue, the user will be responsible for the shipping fees. If there is a quality issue with the problem, the seller will be responsible for the shipping fees after the user submits the request.

3.Will there be any charges if I request the return service when the order status is “not shipped”?

Don’t worry, in this case, there will be no charge. You will only be charged when the return/exchange request meets the three conditions: First, the product has no quality issues. Second, the product is already stocked in the warehouse. Third, you have used up the free returns/exchanges allowed for this month. So, when a product is not shipped yet, we will not charge you any fee.

4.How does the system calculate the remaining free returns/exchanges?

The shopping agent will process your request after receiving your return/exchange request. When the order status shows “Return”, the system will deduct the times from your remaining free returns/exchanges. If you submit return requests for multiple orders at the same time, the remaining free services might not be updated on time due to the delay of the interface and the final result is subject to KameyMall’s record and billing.

5.If the seller offers free shipping and shipping insurance, do I still need to pay for the shipping (the seller shipped the product to you when you purchased the product) when returning a product?

For the shipping insurance, the compensation from the insurance company is determined by the rate of product return and our sourcing account has a high rate of product return. The insurance company may decline the claim so the shipping insurance may not work. Also, for products with free shipping, the seller paid for the shipping when shipping the product to the warehouse, and you will have to pay the seller back if you request the return/exchange service. For that reason, you will pay for the two-way shipping fees when you request the return/exchange service.

Friendly Reminder:  

1.This service fee does not include the cost of parcel packing and handling. 

2.Once this service is applied for, the service fee will not be refunded.  

3.After submitting this service, returns or refunds cannot be requested.  

4.By choosing to confirm and submit, you acknowledge and agree to these terms by default.  

5.The final interpretation right belongs to the kameymall platform.