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After-Sales Responsibility Allocation and Compensation Standards for Self-Purchased Goods

Learn how after-sales claims work for self-purchased goods: who is responsible, how to submit a claim, how compensation is calculated, and what is not covered.

 I. Allocation of After-Sales Responsibility
  1. Loss or damage to the Customer’s goods that occurs after they pass inbound inspection and are put into storage, and before they are handed over for outbound shipping, is compensated by the Company once the Company has verified the case.
  2. Loss or damage that occurs during transport by the carrier after the goods are shipped outbound is claimed by the Company against the carrier on the Customer’s behalf. The Company’s liability is limited to what is agreed with the carrier and to the cap set out in these standards. If a mis-shipment or omission is caused by the Company’s operational error, a replacement shipment or after-sales compensation may be provided after verification.
  3. Issues arising from the Customer’s packaging, labeling, incorrect declaration information, false declaration, or failure to follow the inbound standards are borne by the Customer.
  4. Inventory quantities and inbound/outbound records are subject to the Company’s system.
II. Time Limit for After-Sales Claims
  1. Inventory in the warehouse: the Customer shall submit a written after-sales claim through the Company’s customer service manager within 7 days of the date the Customer discovers, or is notified of, the loss, damage or shortage of goods.
  2. Outbound international packages: if the Customer discovers loss, damage, mis-shipment (wrong SKU, style, color or size) or omission (an item not shipped at all, or items missing from the carton) in a package, the Customer shall submit a written after-sales claim through the Company’s customer service manager within 7 days of the date the order is signed for, as shown on the Company’s official website.

Claims not submitted within the time limit are deemed waived: the Customer gives up the right to after-sales compensation for that matter. After receiving a claim, the Company verifies the relevant order information against its own system inventory, inbound/outbound and delivery records. If liability cannot be determined because of delays caused by the Customer, the Company is not liable for compensation.

III. Evidence for After-Sales Compensation

When an after-sales issue arises with the Customer’s self-purchased goods, the Customer must provide valid proof of the goods’ value (a purchase invoice, payment voucher or other valid proof for the current batch). The Company may use the market price of the same product as a reference. If the Customer overstates the value of the goods, the Company may compensate based on the verified value or refuse compensation. The Company reserves the right to interpret these terms.

IV. Scope of After-Sales Compensation
  1. Inventory in the warehouse: compensation for goods is based on the purchase cost of the products as declared by the Customer, supported by vouchers (purchase invoice or payment voucher) and verified by the Company. If the Customer cannot provide vouchers, the Company may determine the value reasonably by reference to the market price of the same product, the Customer’s declared value, or a discounted platform selling price. The maximum compensation is USD 50 per piece.
  2. Outbound international packages: compensation for goods is based on the purchase cost of the products as declared by the Customer, supported by vouchers (purchase invoice or payment voucher) and verified by the Company. If the Customer cannot provide vouchers, the Company may determine the value reasonably by reference to the market price of the same product, the Customer’s declared value, or a discounted platform selling price. Compensation for the package’s logistics fee is based on the logistics fee actually paid by the Customer to the Company. The maximum compensation is USD 80 per order. Please note:
    1. If a mis-shipment (wrong SKU, style, color or size) or omission (an item not shipped at all, or items missing from the carton) is caused by the Company’s operation, the Company handles it as follows after verification. If a replacement can be shipped, it is shipped free of charge within 5 business days after both parties confirm. If a replacement is not possible, the value of the goods is refunded within the scope of compensation set out in these standards.
    2. For returns caused by buyer refusal, delivery failure or reasons attributable to the Customer, the return shipping fee, in-transit risk, return handling fee and re-delivery fee are borne by the Customer, and the Company assists in handling the returned packages. The international return handling fee is USD 5 per order and the re-delivery fee is USD 15 per order.
V. Exclusions of Liability

1. Force majeure and events not attributable to either party

The Company is not liable for losses caused by force majeure. Force majeure includes, but is not limited to, objective circumstances that cannot be foreseen, avoided or overcome, such as natural disasters (earthquakes, typhoons, floods, fires, lightning, etc.), war, armed conflict, riots, strikes, government actions, judicial or administrative seizure and detention, quarantine or epidemic diseases, and public utility failures. The Company is not liable if goods are damaged, lost or delayed for the above reasons.

2. Normal wear and tolerance for damage

The Company is not liable for minor damage that falls within the inherent nature of the goods, normal wear, or the industry’s usual damage rate (such as slight wear of the sales packaging). The part exceeding the industry’s usual damage rate is handled as agreed by both parties.

3. Dangerous goods and prohibited goods

If goods are seized, destroyed or returned by customs, carriers or regulatory authorities because they violate applicable laws or fall within the Company’s prohibited acceptance scope (including but not limited to goods prohibited from circulation by laws and regulations, counterfeit or infringing goods, goods containing prohibited ingredients, and undeclared dangerous goods), the resulting disposal fees, storage fees, fines, and inspection delays for the entire batch or related goods are all borne by the Customer. The Customer shall ensure that the goods delivered comply with the prohibited-acceptance list and embargo requirements in effect at that time. The Company may handle the goods under the abnormal arrival procedure and reject them.

4. Issues arising from the inherent attributes of the goods or packaging defects

  1. Shelf-life goods: for goods with a shelf life or expiry date, the Customer shall truthfully state the production date and expiry date in the packing list and ensure that more than two-thirds of the total shelf life remains (the Company’s admission requirement). The Company marks near-expiry goods and ships them out on a first-expired, first-out (FEFO) basis. The Company is not liable for losses caused by goods nearing or exceeding their expiry date, and may destroy and dispose of near-expiry and expired inventory.
  2. Temperature and humidity: the Company does not provide temperature-controlled warehouse services and is not liable for deterioration of temperature- or humidity-sensitive goods, including goods that are not in moisture-proof packaging or that the Customer did not tell the Company require temperature-controlled storage.
  3. Liquids: leakage of liquid goods that are not in protective leak-proof packaging is not compensated.
  4. Sales packaging: if only the sales packaging is damaged and the goods themselves have not suffered any deformation or damage, no compensation applies. If the Customer provides packaging materials, they are used for replacement. If the Customer does not provide packaging materials, the Company’s warehouse uses its own packaging materials for replacement.

5. Quality inspection reminder

For high-value goods, the Company recommends that the Customer book the Company’s paid quality inspection before inbound and promptly resolve after-sales issues with the supplier directly.

6. The Customer’s own negligence

The Company is not liable for issues caused by the Customer’s own negligence:

  1. Damage to goods or packages caused by the Customer’s negligence.
  2. If a mis-shipment is caused by incorrect delivery information or incorrect order information provided by the Customer, the cost of the replacement shipment or return/exchange is borne by the Customer.
VI. Special Statements
  1. All compensation liability borne by the Company for the goods is limited to the compensation cap set out in these standards. The Company is not liable for loss of profit, loss of sales, platform penalties, shop account suspension, business interruption, loss of goodwill, or any indirect, incidental or punitive damages arising from the loss, damage or delay of goods.
  2. Both parties shall keep confidential the other party’s trade secrets, product information, prices and business data learned during cooperation, and shall not disclose them to any third party without prior written consent, except as required by laws and regulations.