Return Service

I. Scope and Core Principles

1. Scope: This clause applies to orders of room supplies, kitchen equipment and cleaning tools completed through overseas payment channels on the website, covering three types of scenarios: "return due to quality problems, exchange due to specification mismatch, return without reason", and special provisions are made for customized products.
2. Compliance basis: In accordance with the United Nations Convention on Contracts for the International Sale of Goods and the regulations of the target market (such as the EU Directive on the Protection of Consumer Rights and Interests), EU buyers are entitled to a statutory 14-day return without reason.
3. Basic principles: "Whoever is at fault, whoever is responsible" —— The supplier shall be responsible for the commodity problems, and the buyer shall bear the relevant costs due to subjective reasons; all returns shall be subject to traceable logistics, and no return will be accepted without logistics documents.

II. Time limit and applicable conditions for return

(1) Time limit stratification standard

(2) Description of core conditions

1. The goods shall be kept in a "second sale state": the original packaging is intact, the hanging sign/label is not removed, the cleaning products are not opened, and the kitchen utensils have no traces of use;
2. Supporting materials are required: photos of damage/inspection report should be uploaded for quality problems, and damage records at the time of logistics receipt should be attached for transportation damage;
3. Return of goods is prohibited: customized goods (such as printed linen/irregular kitchenware), opened cleaning products, and intimate textiles (such as towels that need special marking for return).

III. Return process and operation specifications

(1) Standard process (5 key nodes)

1. Application initiation: The purchaser submits the application in "My Order", selects the reason for return and uploads the supporting materials;
2. Audit confirmation: the supplier does not respond within the time limit (more than 48 hours for quality problems / more than 72 hours for no reason return), and the system automatically agrees to return the goods;
3. Return shipping: The purchaser shall send the goods within 10 days after the approval of the audit, use the logistics specified on the website (such as DHL economy / local postal), and upload the logistics number in the system;
4. Quality inspection receipt: the supplier shall complete quality inspection within 3 working days after receiving the return, and confirm that the product status is consistent with the application;
5. Refund execution: after passing the quality inspection, the payment will be returned in the original way (including the amount of goods + corresponding freight), and the refund cycle is 10-20 working days.

(ii) Regional-specific programmes

1. European and American markets:), the return of damaged goods shall be provided with the damage certificate issued by the local logistics at the same time, otherwise 50% of the return freight shall be borne through negotiation;
2. Southeast Asia market: If the goods are damaged in transportation, the return shall be provided with the damage certificate issued by the local logistics at the same time. Otherwise, 50% of the return freight shall be borne through negotiation;
3. High-risk areas: For returns from sanctioned countries/areas in war, advance filing is required. Only the original path can be used for returns. The buyer shall bear the responsibility for customs clearance delay.

IV. Fees and Refunds

(1) Division of cost bearing

(II) Refund and Compensation Statement

1. Refund amount: subject to the actual payment, including the price of goods and original freight, excluding the difference caused by exchange rate fluctuations;
2. Refund circumstances: If the goods are damaged but can be repaired, the refund amount = order amount-repair cost (repair quotation is required);
3. Overdue payment: If the supplier fails to pay the freight on time (fails to pay within 7 days after receiving the return), a penalty of 5% of the order amount shall be paid.

V. Special Categories and Dispute Settlement

(1) Special agreement on customized goods

1. Before customization, the purchaser shall confirm the sample, and the website shall keep the sample confirmation record as proof;
2. The return can only be applied for if the supplier does not produce according to the confirmed sample, and the proof of sample comparison shall be provided. The return freight shall be borne by the supplier;
3. Return applications caused by the purchaser's own demand changes will not be accepted, and the purchase can be negotiated to recover at a discount (not more than 30% of the order amount).

(Ii) Dispute resolution mechanism

1. Priority of negotiation: the buyer and the seller can negotiate solutions through the message center of the platform, and the negotiation records shall serve as the basis for dispute settlement;
2. Platform arbitration: if no agreement can be reached through negotiation, the applicant shall apply for arbitration, and submit logistics documents, communication records and commodity inspection reports;
3. Arbitration result: If the complaint of quality problem is established, the supplier shall bear the return freight + refund, and compensate 10% of the order amount as liquidated damages; if the return is false (forged certificate), the purchaser shall bear all the costs and restrict the account permission.

VI. Supplementary provisions

1. High unit price equipment (such as large kitchen equipment) provides 180 days warranty period, during the warranty period, the supplier will bear the round-trip freight for maintenance;
2. The terms and conditions will be updated through pop-up window on the website and email notification. The policy changes in the EU region shall be publicized 30 days in advance;
3. Attachment: "List of Overseas Return Logistics Service Providers" and "Customized goods confirmation form template" (downloadable from the background).

Effective Date: September 28,2025

Dispute consultation: Ali mailbox XYCSRD@duwozn.cn (working day 9:00-18:00 support for more languages)