Return Policy Page

1. Type of return

There are two types of returns with reasons and returns without reasons.

1. Buyers have reasons to return including but not limited to the following situations:

1) Product damage: including but not limited to damage, incompleteness, inability to use the product during transportation, scratches or defects on the appearance of the product, etc.

2) The product is sent by mistake or less.

3) Inconsistent description: The product actually received by the buyer is inconsistent with the description of the product.

4) The product information is not fully disclosed before the sale: including but not limited to product defects, color difference, size, applicable crowd, expiration date, origin, material, etc.

5) Commodity quality problem: the situation that the product cannot be used due to its own problems.

6) Others that do not comply with the relevant regulations of ezbuy: including but not limited to the merchants failing to provide valid purchase certificates; the prohibited and restricted goods of ezbuy, etc.

2. The buyer's unreasonable return is mainly for the buyer's own reasons, which include but are not limited to personal subjective reasons such as regretting the purchase and personal preferences. The premise is that it does not affect secondary sales, unopened, unused, well-packaged, and in good condition; all attached accessories, gifts, receipts, and the merchant's unique identification code remain intact.

2. Time limit for return

The time limit given for different reasons for return is different. In special cases, the time limit agreed by both parties can be operated.

1. Reasonable return time limit:

1) Damaged product: request for return within 3 days from the date of confirming receipt of the product

2) Wrong or under-delivery of goods: request for return within 3 days from the date of confirming receipt of the goods

3) Inconsistent description: request for return within 15 days from the date of confirming receipt of the goods

4) Insufficient disclosure of information: request for return within 15 days from the date of confirming receipt of the goods

5) Product quality problems: request for return within 15 days from the date of confirming receipt of the product

6) Other product problems: request for return within 7 days from the date of confirming receipt of the product

2. Time limit for return without reason: request for return within 7 days from the date of confirming receipt of the product

3. Basis for return

The problem caused by the return of goods for a reason shall be solved by the buyer and the seller first through negotiation; if the buyer and the seller cannot reach an agreement, they can be submitted to the customer service of the ezbuy platform according to the following rules:

1. Damaged or less-delivered goods: The status of the item must be confirmed when signing for receipt in person. The consignee must confirm the status of the item on the spot when signing for it, and require the carrier to indicate the condition of the item on the receipt.

2. Inconsistent product descriptions: When the item is delivered, the items that can be inspected immediately shall be subject to the same surface (that is, when the item is delivered by the naked eye or by simple calculation, the items that can be inspected immediately shall be subject to the same surface (that is, the items that can be inspected by the naked eye or A simple measuring tool can determine that the received goods are in good surface condition and are consistent with the pictures or text descriptions of the items on the website. The scope of the judgment of the surface consistency includes but is not limited to the shape, size, weight, color, model, and newness of the goods) , that is, before signing for receipt, carefully check the arrival status in front of the courier. If there is any problem, please refuse to sign and request to return it, or take photos on the spot and obtain the signature of the courier for approval. The consignee needs to confirm the status of the item when signing for it. Or the carrier shall indicate the condition of the item on the receipt. The scope of evidence collection includes but is not limited to:

1) The photo of the outer package with the logistics face sheet, the package is opened, and the photo of the actual product and the photo of the product details are included.

2) The state at the moment of opening the package, the packaging state, and the corresponding quantity.

3) There are details of damaged items.

4) Date of evidence collection.

For items that cannot be accepted immediately (cannot be recognized by the naked eye and cannot be easily judged), the consignee shall complete the acceptance within three days after signing the receipt, and provide the acceptance certificate to the customer service of ezbuy (if it cannot reach an agreement with the seller on return). Ocean Terminal customer service will require the seller to provide the manufacturer's distribution certificate, product qualification certificate, commercial invoice, test certificate and other supporting documents, and based on the seller's description of the item and the actual item received, decide whether to allow the return.

3. Product quality problems: If the quality of the goods received by the consignee has problems and cannot be judged from the appearance, ezbuy has the right to require the seller to provide a complete purchase certificate chain, complete logistics information, brand authorization, product qualification certificate, or business registration. Certificates and other documents that are sufficient to prove that there is no problem with the quality of the goods sold. If the buyer still claims quality problems after the seller has issued some or all of the above certification documents and has been inspected by ezbuy, the buyer should issue the inspection certificate of the Quality Supervision Administration or the corresponding brand repair center to conduct inspection or appraisal of the item on the spot. Written test certificate with official seal issued later. If the seller cannot provide the supporting documents or the buyer issues a test certificate, ezbuy has the right to decide to cancel the transaction and return it; The reason for the return is not established.

Fourth, the return process

Merchants need to provide the domestic return address within 3 working days after agreeing to return. If there are special requirements for express delivery, be sure to communicate with the buyer. Refunds are made upon receipt of the item returned by the buyer. If the product cannot be returned or lost due to the wrong address provided by the merchant, the loss shall be borne by the merchant.

5. Freight issues

The basic principle of shipping costs for product returns is "who is at fault, who is responsible". Specifically, it is divided according to the reason for the return:

1. Reasonable returns: Merchants are responsible for the shipping costs incurred for the return of goods.

2. Unreasonable return: The buyer needs to bear the freight and customs fees caused by the return, unless the buyer and the seller have agreed before the sale or the merchant has explained it in the page information.

6. Status of returned goods

For returns that are not related to the product itself (damage, quality problems, genuine product problems), the returned product status must include but not be limited to the following: does not affect secondary sales, the integrity of the outer packaging of the product, unopened, unused, and attached to the product All accessories or gifts or anti-counterfeiting codes, etc., are kept intact.

7. Other applicable terms

This return rule applies to all products sold by ezbuy merchants, but if a buyer buys a product marked with a support for local return, the buyer can choose to apply the local return rule at the same time. During the return process, if other disputes arise, you can refer to the dispute handling rules of Ocean Terminal to request the customer service of Ocean Terminal for help.