指“卖家”使用第三方平台提供的技术支持及服务向其买家提供的特别售后服务，若订单在签收商品之日起7天内（即商品入库5天内），允许买家按本规则及第三方平台其他公示规则的规定对其已购商品进行退换货。
\n5天无理由退换货商品品类分为“不支持”、“支持”两类
\n| 分类 | \n类型 | \n商品举例（包括但不仅限于） | \n售后处理方式 | \n
| 不支持 | \n定制、定做类 | \n个性定制、设计服务 | \n商品入库5日内发起退换货申请，我们将为您处理 | \n
| 已要求仓库去掉包装、吊牌、商品周边及配件 | \n已去吊牌标签包装的衣服等 | \n||
| 交付的报纸、期刊 | \n订阅的报纸、期刊 | \n||
| 闲置、转卖商品 | \n二手商品、闲置品 | \n||
| 海外代购/全球购类 | \n\n 采购地为海外、港澳台的商品 \n | \n||
| 贴身衣物 | \n内裤内衣、袜子、打底裤等 | \n||
| 成人用品 | \n各类成人用品 | \n||
| 商家规定不支持退换的 | \n以实际店铺及卖家为准 | \n||
| 食品 | \n饼干、糖果等 | \n||
| 书籍（≥15） | \n15本及以上书籍 | \n||
| 有“特殊完好性”要求的商品被拆封 | \n有密封包装的商品 | \n||
| 支持 | \n\n 商家承诺提供无理由退换货的商品（部分商品及类目除外），在货物入库5天内，且货物不影响卖家的二次销售的情况下 \n\n 包邮商品由您承担退回邮费，非包邮商品由您承担发货邮费及退回邮费。 \n | \n商品入库5日内发起退换货申请，我们将为您处理 | \n
在订单“已入库”状态下5天内（按“已入库”后的下一个整点起计算时间，满120小时为5天），可在您的个人页面申请无理由退换货，逾期可能无法受理。
\n收费标准
\n用户因自身原因发起的退换货，每月免首次退换货服务费，超过次数将按照以下方式收费：
\n（非自身原因发起的退换货，客户无需支付退换货服务费）
\n无理由退货费用=寄给卖家的运费+卖家寄来的运费+服务费5元
\n无理由换货费用=寄给卖家的运费+卖家二次寄来的运费+服务费5元
\n注：若商品寄来时为包邮，申请退换货时您需要向卖家支付将商品寄来的运费
\n（请您根据实际情况选择原因）
\n| 责任方 | \n情况 | \n相关案例 | \n费用 | \n
| 我的原因 | \n不想要了 | \n客户A因个人原因，申请无理由退换货 | \n\n 普通用户每月免首次退换货服务费，超过次数将按照以下方式收费： \n无理由退货费用=寄给卖家的运费+卖家寄来的运费+服务费5元 \n无理由换货费用=寄给卖家的运费+卖家二次寄来的运费+服务费5元 \n\n 因非客户原因导致的退换货费用，客户无需承担。 \n | \n
| 买错/多买 | \n客户B因个人原因买错/多买商品，申请无理由退换货 | \n||
| 运费太贵，超出预算 | \n客户C因国际运费较高超出预算，申请无理由退换货 | \n||
| 卖家视商品无质量问题 | \n客户D认为商品实物与图片不符，申请无理由退换货。经与卖家核实，该商品不存在质量问题 | \n||
| 卖家原因 | \n发错货 | \n因卖家原因发错商品，导致实际到货商品不符。例：尺码、颜色与客户购买的订单不符 | \n|
| 质量问题 | \n入库商品存在明显质量问题，例：破洞，污渍 | \n||
| 其他原因 | \n国内段运输导致商品破损 | \n客户购买的商品，由于国内段快递原因，入库时商品已经损坏 | \n
注意事项：
\n常见问题:
\n1.若订单不支持“无理由退换货”，发生售后纠纷，应该怎么办？
\n若商品出现质量问题，Okeyhaul平台会按照实际情况联系卖家核实，核对最终处理方案后及时通知用户。若商品无质量问题，按照第三方平台规定，不支持退换货服务，Okeyhaul会尝试与卖家沟通，并为用户争取相关利益。
\n2.若使用“无理由退换货”，运费谁来承担？
\n发起退换货申请前，商品必须为全新，且不影响二次销售。若商品无质量问题，客户在发起申请后，需自行承担购买及退回运费。若商品出现质量问题，客户在发起申请后，由卖家承担往返运费。
\n3.订单是未发货状态申请退货，这种情况下会收费吗？
\n不会收费，请您不用担心，无理由退换货需满足三个条件才会收费：第一，您因为非商品质量问题要求退货；第二，商品是已入库状态，并且需要办理无理由退换货；第三，已超时当月可享用的免费无理由退换货次数的订单；因此针对未发货的商品我们不会收取您的费用。
","contentEn":"5-Day Return/Exchange Guarantee is a special after-sales service (including the service itself and the tech support) offered to customers by sellers on third-party platforms. Within 7 days after the product is signed (i.e. within 5 days after the product is stocked in the warehouse), the buyer can return/exchange the purchased product based on this rule and associated rules released by third-party platforms.
\nProducts are either “Eligible” or “Ineligible” for the 5-Day Free Return/Exchange Service
\n| \n | type | \nE.g. | \nAfter-Sales Service | \n
| Unavailable | \nCustom-made | \nProducts of tailored designs | \nAfter receiving your request, we will negotiate with the seller for return/exchange, but the final result is subject to the seller’s decision. | \n
| Products whose packaging, tags, accessories have been removed upon user request | \nClothes whose tags have been removed | \n||
| Newspaper, periodicals | \n\n Subscripted books and periodicals \n | \n||
| Second-hand products | \n\n Second-hand products \n | \n||
| Products from outside the Chinese mainland | \nProducts bought from overseas, Hong Kong and Macao regions | \n||
| Undergarments | \nUnderwear, socks, leggings | \n||
| Adult products | \nAdult products | \n||
| Others stipulated by the seller | \nSubject to seller rules | \n||
| Food | \nBiscuits, candies, etc. | \n||
| Books（≥15） | \nNo less than 15 books | \n||
| Opened products that are required to meet “Special Standards” for return packing. | \nSealed products, please refer to the attached table | \n||
| Available | \n\n When the product meets all of the following requirements: \n1.is offered guaranteed returns by the seller; \n2.is in are-salable condition as required by the seller; \n3.has been stocked in the warehouse for no more than 5 days. \nFor products with the free shipping offer, you will be responsible for the shipping fee when returning the product. For products without the free shipping offer, you will be responsible for both shipping fees when the sellers ship the product to our warehouse and when you return the product to the seller. \n | \nFor return/exchange request submitted within 5 days after stock-in, we will proceed per standard procedure. | \n
Within 5 days (starts at the next hour after the status changes to “Stocked in”, 5 days =120 hours) after the order status is changed to “Stocked in”, you can request return/exchange service on your page. The request might not be accepted after the time expires.
\nFees：
\nAll users are exempt from the Service Fee for the first return /exchange operation in each calendar month. additional application will be charged as follow :
\nUnconditional return = Shipping cost to the seller + shipping cost from the seller + 5 RMB (Service Fee)
\nUnconditional exchange = Shipping cost to the seller + shipping cost of 2 trips from the seller + 5 RMB (Service Fee)
\nNote: Even if the seller offers free shipping at purchase, you will need to pay back the shipping fee of the first dispatch when you apply for return/exchange.
\n(Please select a reason based on the actual situation)
\n| Responsible Party | \nSituation | \nRelated Cases | \nFees | \n
|---|---|---|---|
| Customer | \nI Don’t want the product anymore | \nClient A requests the guaranteed return/exchange service for personal reasons | \n\n Customers need to pay the service fee for returns and exchanges if customer him or herself is the responsible party Unconditional return = Shipping cost to the seller + shipping cost from the seller + 5 RMB (Service Fee) Unconditional exchange = Shipping cost to the seller + shipping cost of 2 trips from the seller + 5 RMB (Service Fee) Note: Even if the seller offers free shipping at purchase, you will need to pay back the shipping fee of the first dispatch when you apply for return/exchange. \n | \n
| I Purchased the wrong product/extra product | \nClient B requests the guaranteed return/exchange service for personal reasons. | \n||
| Shipping fee is way over my budget. | \nClient C requests the guaranteed return/exchange service as the international shipping fee is much higher than his budget | \n||
| \n The seller thinks the product has no quality issue \n | \nClient D thinks that the product is different from what the photo shows and requests the guaranteed return/exchange service. After verifying with the seller, it is concluded the product has no quality issue | \n||
| Seller | \nThe seller shipped the wrong product. | \nThe seller ships the wrong product due to his own negligence and the received product is different from what was ordered. For example, the color or size of the product is different from what the client ordered | \nThe customer normally, does not need to pay the cost of return and exchange caused by non-customer reasons. Unless seller insists customer need to pay for shipping. | \n
| Quality issues | \nThe product has quality issues. For example, holes, and stains. | \n||
| Others | \nThe product is damaged during the domestic transportation | \nThe product purchased by the client is already damaged when arriving at the warehouse due to the domestic transportation | \n
Notes:
\nSpecial Standards
\n| Product Category | \nSpecial Standards | \n
|---|---|
| New Sneakers | \nAnti-theft clasp (if anyif any) and the anti-damage sticker has not been cut/removed, and are fully functional. | \n
| Detergent/ Tampon/ Paper/ Fragrance | \nThe one-time sealing packaging (if any) of the personal care products must remain sealed. | \n
| Hair Care/ Wig | \nThe one-time sealing packaging (if any) of the hair care products must remain sealed. | \n
| Skin Care/ Body Care/ Essential Oil | \nThe one-time sealing packaging (if any) of the products must remain sealed | \n
| Cosmetics/ Perfume/ Beauty Tools | \n\n The one-time sealing packaging (if any) of the products must remain sealed \n | \n
| Digital Products/ Home Appliances (Excluding cameras and large home appliances) | \n\n 1. The internet access permit is not damaged (destroyed). \n2. There is no water damage. \n | \n
| Digital Camera/SLR Camera/Camera | \nThe shutter of SLR cameras are not pressed more than 20 times. | \n
| Large Home Appliances | \n\n 1. LCD TV and air conditioner: has not been installed to the wall. Simple debugging is allowed. \n2. Washing machine: has not been used with water. \n | \n
| Models/ Anime Products/ Anime-Related Peripherals/ Cosplay Products/ Board Games | \nThe tapes and plastic seals (when there is any) on products like models, figures, soldier figures, BJD cannot be removed. | \n
| Electronic Components | \n\n 1. No welding operation. \n2. The integrated circuits have never been installed on any IC base. \n3. The one-time sealing packaging of consumables like thermal silicon grease/thermal paste, electronic glue/ encapsulating glue/ sealant/ adhesive, conductive glue, and conductive ink must remain sealed. \n | \n
| Level II Category “Game Software” under Level I Category \"Video Game/ Accessories/ Games/ Game Guide \" | \nThe one-time sealing packaging (if any) of the products must remain sealed | \n
| Pet Foods, Health Products, and Drugs under Level I Category \"Pets/Pet Foods and Supplies\" | \nThe one-time sealing packaging (if any) of the products must remain sealed | \n
| Books/ Magazines | \n\n 1. The one-time sealing packaging (if any) of the products must remain sealed \n2. There are no traces of folding, water stains, stains, ink, and traces left by reading on the product. \n | \n
| Level II Category \"Animal Health Products/Veterinary Drugs\" under Level I Category \"Ranching/ Farm Products\" | \nThe one-time sealing packaging (if any) of the products must remain sealed | \n
| The one-time sealing packaging (if any) of the products like food (including supplements), cosmetics, medical devices, contraceptives, personal care supplies, adult supplies, baby diapers, books, and audio-visual products must remain sealed. “Sealed” refers to: The seals or the plastic wrap on the packaging of the product applied by the manufacturers. | \n
1. What to do when there is an after-sales problem with an order that is ineligible for the “return/exchange guarantee”?
\nWhen there is a quality issue with the product, Okeyhaul will verify with the seller based on the actual situation. We will figure out the final solution and notify the user. If the product has no quality issue, the return/exchange service will be unavailable based on the rules from the third-party platform. Okeyhaul will try to communicate with the seller and protect the user’s rights.
\n2. Who will be responsible for the shipping fee when using the “ return/exchange guarantee”?
\nThe product must be new and meet the resell requirement before requesting the return/exchange service. If the product has no quality issue, the user will be responsible for the shipping fees. If there is a quality issue with the problem, the seller will be responsible for the shipping fees after the user submits the request.
\n3. Will there be any charges if I request the return service when the order status is “not shipped”?
\nDon’t worry, in this case, there will be no charge. You will only be charged when the return/exchange request meets the three conditions: First, the product has no quality issues. Second, the product is already stocked in the warehouse. Third, you have used up the free returns/exchanges allowed for this month. So, when a product is not shipped yet, we will not charge you any fee.
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