Returns & Replacements

After-sales Service Terms and Conditions

 

 

Shipping Issues

The after-sales service for “shipping issues” is valid for 30 days from the date of the order being paid.

  1. 1.If these situations happen: no logistics track, A-SCAN doesn't update for more than 7 business days, parcel lost in transit, SaleYee platform will re-arrange shipment or refund after verifying the situation.
  2. 2.If the tracking information on carrier's site shows parcel damaged, Brands Distributor will arrange reshipping or refunds.
  3. 3.If the tracking information on carrier's site shows parcel delivered, but the end consumer hasn't received:
  • （1）If the delivered address on official tracking informationis inconsistent with the recipient’s address and it is verified that the shipping carrier sent the wrong address, the SaleYee platform will arrange reshipping or refunds.
  • （2）If the delivered address on official tracking informationis consistent with the recipient’s address, SaleYee only provides the packing slip without processing the after-sales issue. (If you want to get compensation, please order the logistics protection services)
  1. 4.Return:
  • （1）For the return caused by end-customers such as the wrong address, address modified, not picked up, lose touch, rejected, etc.; When the returned products are received to the warehouse and signed for, after deducting the round-trip shipping fees and the re-packaging cost (if needed), SaleYee will arrange a refund;
  • （2）For the return caused by logistics service provider such as the packing slip destroyed/no specific reason, when the returned goods are received to warehouse and signed for, SaleYee platform will arrange reshipping or refunds.

Evidence to be submitted

  1. 1.Distributors provide screenshots of the returned orders on their online stores;
  2. 2.Screenshots of the communication records between the distributor and the end consumer.

Broken Issues

The after-sales service for “broken issues” is valid for 30 days from the date of the order being paid. After checking the packaging and products, the platform will arrange reshipping or refund according to the order amount*compensation ratio. If the distributor requests to return & refund, SaleYee will provide an RL according to the order amount, and distributors need to return the products including the products, accessories, user manual, and others. SaleYee will refund within 7 business days after the returned product is signed for.

Evidence to be submitted:

  1. 1.Photos of the outer box with a clear and complete packing slip;
  2. 2.Photosof the broken products (Please clearly show the broken parts of the product);
  3. 3.Screenshots of the returned orders on distributors’online stores;

Product Issues

For product issues [quality problems / missing products / shipping errors / shipping extra products / listing error (Inconsistence with the description), distributors can submit after-sales appeals within 40 days from the date of the order being paid. By the actual situation and the distributor’s decision, the platform will process the appeals according to the order amount * compensation ratio. If the distributor requests a refund, the platform will provide an RL return label based on the order amount. The distributor needs to return the product in time. The returned package should include all the original packaging, accessories, user manual, and more. The platform will refund within 7 business days after the returned product is received; if the distributor cannot provide evidence for the corresponding issues, the platform will not process it. In addition, the following situations are excluded from the product issues:

  1. 1.Color difference will occur due to the factors such as shooting equipment, light, display, etc., so the color difference will not be concluded asa shipping error or a listing error;
  2. 2.The product size difference will occur due to manual measurement as well as the difference of measurement tools and methods, so the size difference within a reasonable rangewill not be concluded as a shipping error or a listing error;
  3. 3.The improper operation of the end consumer or his or her wrong operation not following the user manual will not be concluded as a product quality issue, and the will not bear the resulting personal or property damage.

 

Information to be submitted for a return request

No.

Causes

Required Evidence

1

Quality problems

a. Product photos or dynamic videos showing quality problems

b. Screenshots of communication records with end consumers

c. Outer package and label picture (clear and complete label picture on the outer package)

d. Screenshot of the distributor’s order refund record on the online store

2

Missing products

a. The full picture of the outer package and the label picture (clear and complete label picture on the outer package)

b. The full picture of the received product

c. Circle the specific missing part according to the user manual, or circle the missing part for products without manual

d. Screenshot of the distributor’s order refund record on the online store

3

Shipping error

a. The full picture of the received product

b. Clear and complete label picture on the outer package

c. Screenshot of the distributor’s order refund record on the online store

4

Listing error

a. The full picture of the received product

b. Clear and complete label picture on the outer package

c. Screenshot of the distributor’s order refund record on the online store

Note: If the distributor cannot provide the required evidence for the correspondingly requested after-sales product issues, the platform will not process it.

Brands Distributor Disclaimer

The following situations will not be accepted:

  1. 1.Any product not sold on the Brands Distributor platform (SKU does not match);
  2. 2.The after-sales request is overdue;
  3. 3.Timeliness in processing after-sales orders: If the Brandsdistributor platform provides an RL return label, please return the package within 15 days(tracking information available) from the date of receiving the RL return label, overdue cases will not be processed;
  4. 4.If you do not communicate with the customer service representatives before the refund request, the platform cannot bear the full refund regardless of the type of after-sales issues;
  5. 5.Distributor's intentional and malicious deception for compensation or fraud;
  6. 6. Delay or interruption of platform services caused by force majeure events.

The Cost of Return Shipping

Non-distributor reasons (product problems, logistics provider problems, damage, etc.); The original supplier of the Brandsdistributor platform bears the return shipping fee, but does not provide value-added services, such as door-to-door pickup or more.

Refund Amount

The refund amount does not involve transaction fees that were charged by the third-party payment service providers;

If the payment method is credit card  the amount of money will be sent back to the payment method of your original payment account; for other payment methods, the amount of money will be sent back to your Brand Distributor account balance.

Processing Timeliness

  1. 1.After-sales orders submitted on business days will be processed on the same day to 2 days;
  2. 2.After-sales orders submitted on weekends will be postponed to business days for processing.