Refund Policy
I. General Provisions To protect the legitimate rights and interests of platform users (hereinafter referred to as "Buyers"), standardize the furniture sales and refund processes of the platform, and clarify the rights and obligations between the platform and Buyers, this Refund Policy is formulated in accordance with relevant laws and regulations such as the Civil Code of the People's Republic of China and the Consumer Rights Protection Law of the People's Republic of China. This Refund Policy applies to all Buyers who purchase furniture products on XX Furniture Sales Website (hereinafter referred to as "the Platform"), covering all furniture products sold by settled merchants on the Platform (special customized furniture shall comply with the special provisions in this Policy). The Platform advocates the principles of fairness, impartiality and integrity in transactions. When handling refund applications, the Platform will conduct review and handling in accordance with laws and regulations based on objective facts, combined with the actual situation of products, Buyer feedback and relevant evidence. II. Prerequisites for Refund Application Product Quality Issues After receiving the furniture product, if a Buyer finds that the product has structural damage (such as broken table/chair legs, deformed cabinets, loose bed frames and other structural problems affecting normal use), inconsistent material with product description (such as claiming to be solid wood furniture but actually being panel furniture, inconsistent fabric material with the marked one, etc.), or craftsmanship defects (such as cracked or peeling paint, damaged or missing hardware accessories, excessive gaps at joints, etc.), the Buyer may apply for a refund. The Buyer shall submit a refund application through the platform's order page within 7 natural days after receiving the product, and upload clear and complete photos or videos of the product problem (which shall clearly show the product problem and order information, such as product label, order number, etc.), and describe the problem in detail at the same time. Logistics and Distribution Issues If the furniture is damaged, lost, or incorrectly delivered (such as the received product is inconsistent with the ordered product in model, style, color, etc.) during transportation, the Buyer may apply for a refund. If the Buyer finds that the outer packaging is damaged, has obvious impact marks or the product is suspected to be damaged before signing for receipt, the Buyer shall refuse to sign, contact the platform customer service immediately, and take photos or videos of the outer packaging and the product to retain evidence. If the Buyer finds that the product is damaged due to logistics reasons after signing for receipt, the Buyer shall contact the platform customer service and submit a refund application and relevant evidence within 48 hours after signing. Special Conditions for Refund of Special Customized Furniture For special customized furniture (such as furniture customized according to the Buyer's personalized needs such as size, style, color, etc.), if the Buyer applies for a refund due to personal reasons (such as changing needs, incorrect size measurement, etc.), the following conditions shall be met: If the customized furniture has not entered the production stage, the Buyer shall bear a liquidated damages of 20% of the order amount, and the remaining amount can be applied for refund; If the customized furniture has entered the production stage but not yet completed, the Buyer shall bear a liquidated damages of 50% of the order amount, and the remaining amount can be applied for refund; If the customized furniture has been produced and completed, no refund will be given, and the Buyer shall receive the product in accordance with the order agreement. If the customized furniture has quality problems or is seriously inconsistent with the Buyer's customization requirements (not caused by incorrect information provided by the Buyer), the Buyer may apply for a refund in accordance with the provisions on product quality issues in Section 1 of Article II of this Policy. At the same time, the Buyer shall provide evidence of customization requirements (such as chat records, customization contracts, etc.) and evidence of product problems. III. Refund Application Process Submitting Application: The Buyer logs in to the platform account, enters the "My Orders" page, finds the order for which a refund is to be applied, clicks the "Apply for Refund" button, selects the reason for refund (such as product quality problem, logistics damage, incorrect delivery, etc.), uploads relevant evidence (photos, videos, chat records, etc.) as required, fills in the refund amount and detailed description, and submits the refund application. Merchant Review: The merchant shall review the application and relevant evidence within 3 natural days after receiving the Buyer's refund application. If the merchant approves the application, it will enter the next step of the refund process; if the merchant rejects the application, it shall explain the reasons in detail in the review result and provide counter-evidence to the Buyer. The Buyer may supplement the evidence according to the merchant's feedback and submit the refund application again. Platform Intervention (if needed): If the Buyer is not satisfied with the merchant's review result, the Buyer may apply for platform intervention within 2 natural days after the merchant rejects the application. The Buyer shall provide the platform customer service with complete order information, refund application records, merchant review results and relevant evidence. The platform will conduct investigation and verification within 5 natural days after receiving the intervention application and make a handling decision based on the verification result. Product Return (if needed): If the refund application is approved and the product needs to be returned (such as in cases of product quality problems, incorrect delivery, etc.), the Buyer shall, within 7 natural days after receiving the approval notice, properly package the product and send it out in accordance with the return address and requirements provided by the platform or the merchant (for furniture products, it is recommended to choose professional logistics for delivery to avoid secondary damage during transportation. The undertaking of logistics costs shall be implemented in accordance with the provisions of Article V of this Policy), and fill in the logistics tracking number on the order refund page. Inspection by Merchant/Platform: The merchant or platform shall inspect the returned product within 3 natural days after receiving it to confirm whether the product meets the refund conditions (such as whether the product problem actually exists, whether it is the original product, whether there is damage, etc.). If the inspection is passed, it will enter the refund payment link; if the inspection fails, the reasons shall be explained to the Buyer and inspection evidence shall be provided. The Buyer may raise an objection and supplement evidence, and the platform will conduct verification and handling again. Refund Arrival: If the product passes the inspection or no return is required (such as in case of product loss), the platform will return the refund amount to the Buyer through the original payment method within 3-5 working days after the inspection is passed. The refund arrival time is subject to the arrival rules of the payment platform (such as bank, Alipay, WeChat Pay, etc.). Generally, the refund arrival time for bank card payment is 1-7 working days, and the refund arrival time for third-party payment platforms is 1-3 working days. IV. Determination of Refund Amount Product Quality Issues/Logistics and Distribution Issues (not caused by the Buyer): If the product has quality problems or is damaged, lost, or incorrectly delivered due to logistics reasons, and it is not caused by the Buyer, the refund amount shall be the actual payment amount of the product by the Buyer (including product cost and freight, excluding platform subsidy amounts such as coupons and red envelopes). If the Buyer has used coupons, red envelopes, etc., the platform will adjust the refund amount in accordance with the original preferential rules to ensure that the Buyer's actual loss is compensated. Reasons Attributable to the Buyer: If the Buyer applies for a refund due to personal reasons (such as change of personal preference, wrong order placement, etc., excluding customized furniture), and the product is unused and does not affect secondary sales (such as intact product packaging, no scratches, no stains, complete accessories, etc.), the refund amount shall be the actual payment amount of the product by the Buyer minus the necessary expenses incurred by the platform or the merchant for the order (such as incurred logistics costs, labor handling costs, etc. The specific amount of expenses shall be supported by legal and compliant expense vouchers provided by the merchant); if the product has been used or affects secondary sales, no full refund will be given. The specific refund amount shall be determined through negotiation between the Buyer and the merchant. If the negotiation fails, the Buyer may apply for platform intervention, and the platform will make a reasonable judgment based on the actual situation of the product and relevant provisions. Customized Furniture: The refund amount for customized furniture shall be implemented in accordance with the special conditions for refund of special customized furniture in Section 3 of Article II of this Policy, that is, the corresponding liquidated damages shall be deducted according to the production progress of the furniture, and the remaining amount shall be refunded. V. Undertaking of Refund-related Expenses Logistics Costs For refunds caused by product quality issues or logistics and distribution issues (not caused by the Buyer), the logistics costs incurred when returning the product shall be borne by the merchant. The Buyer may apply for reimbursement of logistics costs together with the refund application, and shall provide legal and valid logistics cost vouchers (such as logistics invoices, express waybills, etc.). After the merchant approves, the logistics costs will be refunded to the Buyer together with the refund amount. If the Buyer applies for a refund due to personal reasons and the product needs to be returned, the logistics costs incurred when returning the product shall be borne by the Buyer. If the product is lost during transportation, the logistics party shall bear the compensation liability. If the compensation amount from the logistics party is insufficient to cover the Buyer's actual loss, the insufficient part shall be borne by the merchant (if caused by the logistics party selected by the merchant) or coordinated and handled by the platform (if caused by the logistics party designated by the platform). Other Expenses Bank handling fees, third-party payment platform handling fees and other related expenses incurred due to refunds shall be borne by the responsible party. If the refund is caused by the merchant, the relevant handling fees shall be borne by the merchant; if the refund is caused by the Buyer, the relevant handling fees shall be borne by the Buyer; if the refund is caused by force majeure or platform system problems, the relevant handling fees shall be borne by the platform. VI. Refund Restrictions and Exceptional Cases Cases where no refund is given If the Buyer applies for a refund beyond the time limit specified in this Policy after receiving the product (such as more than 7 natural days for product quality problems, more than 48 hours after signing for receipt for logistics damage, etc.) and has no justifiable reasons (such as inability to apply in time due to force majeure, etc.), no refund will be given. If the product is damaged, deformed, contaminated, etc. due to improper use or storage by the Buyer, which affects secondary sales, and it is not a quality problem of the product itself, no refund will be given. If the Buyer cannot provide valid order information, evidence of product problems, or the provided evidence is untrue or incomplete, which cannot prove that the product has problems or meets the refund conditions, no refund will be given. If the special customized furniture has been produced and completed, has no quality problems and is consistent with the customization requirements, and the Buyer applies for a refund due to personal reasons, no refund will be given. For products such as samples, processed products, and defective products, if the merchant has clearly informed the Buyer of the product status at the time of sale, and the Buyer purchases the product voluntarily, no refund will be given unless there are serious quality problems affecting normal use. Handling of Exceptional Cases In case of force majeure (such as natural disasters, wars, epidemics, etc.) that makes it impossible to deliver or use the product normally or the Buyer cannot apply for a refund in time, both parties may negotiate to extend the refund application period, adjust the refund process or adopt other reasonable solutions. The platform will provide necessary assistance and support according to the actual situation. If the merchant goes bankrupt, loses contact or is unable to handle the refund application normally, the platform will activate the advance compensation mechanism, make advance compensation to the Buyer who meets the refund conditions, and then recover the compensation from the merchant. The scope of advance compensation is limited to the actual payment amount of the product by the Buyer. The specific compensation process shall be formulated and announced separately by the platform.