Go to "My KameyMall" -> “Parcels”, and click "Apply After-sales"  for the corresponding parcel order. When applying, please describe the problem in detail and if the product is wrong / damaged, please upload photos of the parcel as well as the product. Our customer service will reply within 24 hours after receiving your application. Please apply within 7 days after you sign for the parcel or within 45 days since the parcel has been shipped.

Kindly Reminder: the transit time is calculated by natural day, starting from the time when the parcel is shipped out of Kameymall warehouse; if the parcel has been signed or delivered for over 3 days, your application for after-sales may not be accepted! 

KameyMall is a platform that provides purchasing and forwarding services for Chinese products. It offers users product information search, purchasing, and shipping services. During this process, KameyMall communicates with  merchants to confirm details and provides after-sales service to protect your legal rights and ensure a satisfying shopping experience.

      1.Return and Exchange Compensation Standards for All Products

     2.Categories of Products with 5-Day No-Reason Return Policy

Note: Within 5 days from the "Received in Warehouse" status (counting from the moment it's marked as “stored", reaching 120 hours constitutes 5 days), you can apply for a return or exchange without reason via your personal page. Requests made after this period may not be accepted.

      3.Return and Exchange Fee Standard

The cost of return or exchange without reason = Shipping fee to the seller + Shipping fee from the seller + Return or exchange service fee

Return or exchange service fee standard: Regular users are entitled to the first return or exchange service fee waived per month. If the number of returns or exchanges exceeds this limit in the same month, charges will be applied as follows.

To prevent malicious return and order brushing behaviors, a tiered fee system will be implemented starting from January 1, 2023.

     4.Regarding the responsibility attribution for returns or exchanges without reason (My reason/Seller's reason/Other reason)

      5.Common Types of Product Defects/Quality Issues

Examples, Responsibility Allocation, and Dispute Resolution for Defective/Quality Issue Products.

Attention:

1) The refund or exchange amount will be determined based on the actual price you paid for the goods.

2) Whether a return or exchange request can be successfully processed depends on whether the seller agrees.

3) After submitting a return or exchange request without reason, please ensure that your account balance is sufficient to cover the return or exchange shipping fees and service fees.

    6.Special Intactness Standard

The packaging of certain platform products needs to be referenced according to the table below. If there is any discrepancy, the no-reason return or exchange policy cannot be applied.

    7.Common Questions:

1). What should I do if there is a dispute after-sales for orders that do not support "no-reason return or exchange"?

  If the product has quality issues, KameyMall platform will contact the seller to verify the situation, confirm the final solution, and promptly notify the user. If the product has no quality issues and does not support return or exchange according to the rules of the third-party platform, KameyMall will try to communicate with the seller and advocate for the user's interests.

2). Who bears the shipping cost for "no-reason return or exchange"?

  Before initiating a return or exchange request, the product must be brand new and not affect secondary sales. If the product has no quality issues, the customer needs to bear both the purchase and return shipping costs after initiating the request. If the product has quality issues, the seller will bear the round-trip shipping costs after the request is initiated by the customer.

3). Will there be any charges if I request a return while the order is in the pre-shipment status?

There will be no charges. You don't need to worry. Charges for no-reason return or exchange are applicable only under three conditions: Firstly, you request a return without any quality issues with the product. Secondly, the product is in the "received in warehouse" status and needs a no-reason return or exchange. Thirdly, the order has exceeded the free no-reason return or exchange times for that month. Therefore, we won't charge you for products that haven't been shipped yet.

4). Where can I check the remaining free no-reason return or exchange times for the month?

  You can check the remaining free no-reason return or exchange times on the return or exchange application page. Here are the steps: [My Orders] - [Shopping Orders] - Find the order for which you want to apply for a no-reason return or exchange - Click [Return/Exchange].

5). At which stage of the process does the system record the usage times?

  The system deducts your usage times when the seller processes the return or exchange after receiving your request. When the order status changes to "return," the system deducts your usage times. If multiple orders are returned simultaneously, there may be a delay in the page prompt due to the buffer of the system, and the number of times displayed on the page may not synchronize with the actual deductions made by KameyMall, so the final record and deduction by KameyMall prevail.

6). If the seller provides shipping insurance and offers free shipping, do I still need to pay for the shipping when returning the product?

  Regarding the explanation of shipping insurance, as the compensation from the insurance company depends on the return rate of the Taobao account, and our purchasing account has a relatively high return rate, the insurance company may not compensate. Therefore, the shipping insurance may fail to compensate. In addition, for free shipping items, as the seller has already prepaid the shipping cost to send the item, if you apply for a no-reason return or exchange, you need to pay for the shipping cost incurred by the seller. Therefore, if you apply for a no-reason return or exchange, you are responsible for the round-trip shipping cost.

1、Precautions for Goods Receipt

2）Before signing for the goods, check if the outer packaging is intact, if the box seals are intact, and if there is any significant difference in weight.

2）Regardless of whether there are obvious signs of damage or tears on the outer packaging, inspect the goods in the presence of the courier and make a note on the waybill before signing for the goods or directly refuse to sign if there are issues.

3）If a package not signed for in the presence of the delivery person is found to be damaged or missing items, please keep the outer packaging box (including the sealing tape) and provide us with the goods invoice, actual item photos, and other information within 2 days after signing (based on the delivery time on the logistics provider's website). Contact us to apply for compensation from the local post office. Note: If your package is a postal package such as EMS, SAL, etc., in addition to the above information (goods invoice, actual item photos, etc.), you also need to provide us with the post office's damage report or case number to facilitate the feedback to the logistics provider for verification and compensation.

4）The normal receipt of goods signifies the end of the entire transit process. After normal receipt, our company will not be responsible for any issues that arise with the goods.

5）After signing for the package, if there are any issues, please feedback to customer service within 72 hours of signing. We will not accept any claims after the deadline.

2、Disclaimer Terms

1）Fragile and Perishable Goods: Regardless of whether enhanced packaging is chosen or not, these items are only eligible for loss claims, not damage claims.

2）Dangerous and Prohibited Goods: Goods that are considered hazardous or prohibited are not eligible for claims (e.g., compressed gases, liquefied gases, flammable liquids, acidic or alkaline corrosives, and other items banned by the state for transportation).

3）Natural Deterioration and Inherent Defects: Losses or expenses arising from the natural wear and tear, inherent defects, characteristics of the goods, or market price fluctuations are not eligible for claims.

4）Force Majeure Events During Transportation: Any total or partial loss of goods caused by severe weather, thunder, tsunamis, earthquakes, floods, or other natural disasters during transportation is not eligible for compensation.

5）Force Majeure Factors: Goods that become expired, out of warranty, or exceed the delivery period due to weather, customs clearance efficiency, or other force majeure factors are not eligible for compensation.

6）Customs-Related Delays: If you refuse to cooperate with customs-related operations (including but not limited to paying duties) that require your assistance, resulting in the package not being delivered within the promised time by the transit service provider, any losses, liabilities, and consequences shall be borne by you. The transit logistics provider assumes no responsibility.

3、"Out of delivery "

"Out of delivery "means that delivery staff has delivered, but because the receiver was absent or for other reasons that are not properly delivered to the receiver, and the package was not signed, so the display is out of delivery.

The parcels will be delivered by the local post office/courier after arriving at the destination countries. To make sure that you receive your parcels in time, we suggest you contact your local post office/courier to learn the delivery status.

4、How to track your package after it has been shipped?

Click on "My Parcel" — "Parcel Detail" to check the tracking information.

5、What to do if you find a problem with the goods after receiving them? Click for details >>>

6、What to do if something happens to fragile items?

If you’ve purchased fragile items (e.g. glass and ceramic products, etc.) via Kameymall, given the existing rules the logistics providers have in place on shipping such items, Kameymall only guarantees that they will be intact before shipping. However, losses arising from damages to fragile items (judged by logistics providers) in transit shall be borne by the user.

Parcel insurance compensation policy, click for details >>>

7、Can purchase orders be canceled or returned for a refund?

For questions about product returns and exchanges, see details >

8、For information about parcel insurance, click for details >>> 

Parcel insurance compensation policy, click for details >>>

9、For details regarding the inspection standards, click here >

《Regarding Inspection Standards》

10、For the 1688 purchasing product classification rules (Category A and B), click here for details >>>

《1688 Purchasing Product Classification Rules》

11、For information about the 1688 purchasing service rules, click here for details >

12、For information on purchasing agent requirements, click here for details >

《Shopping Agent Notes》