Haohua e-commerce platform refund and exchange policy
Haohua (Shaanxi) cross-border e-commerce Co., LTD

I. Introduction

Haohua E-commerce Platform (hereinafter referred to as the "Platform"), as a professional e-commerce platform under Haohua (Shaanxi) Cross-border E-commerce Co., LTD., is committed to providing consumers with high-quality goods and services. In order to ensure that every customer can enjoy a satisfactory shopping experience, we have developed a detailed refund and exchange policy. The purpose of this policy is to clarify the rights and operations of consumers when purchasing goods such as Doc Martens boots, and to ensure that the transaction process is fair and transparent.

2. Scope of application

This policy applies to all Martin Martin Boots purchased through the Haohua e-commerce platform. Whether you are an individual consumer or a business user, as long as you complete a purchase on the Haohua e-commerce platform, this policy applies.

3. refund policy

3.1 Refund Conditions

Consumers are entitled to a refund if:

Product quality problems: If the product has quality problems, including but not limited to defects, damage, material does not meet the description, consumers can apply for a full refund.
Misdelivery or omission of goods: If the platform misdelivery or omission of goods due to operational errors, consumers have the right to apply for a refund or replacement.
Logistics problems: If the goods are lost or seriously damaged during transportation due to logistics reasons, resulting in failure to sign normally, consumers can apply for a refund.
Cancellation before delivery: Consumers can apply for a full refund after placing an order and before the item is shipped.
Seven days no reason to return: According to the People's Republic of China Consumer Rights and Interests Protection Law, within seven days from the date of purchase of goods, if the goods remain in their original state and do not affect the secondary sale, consumers can apply for no reason to return.
3.2 Refund Process

Submit refund application: Consumers need to log in to Haohua e-commerce platform, enter the order details page, select "Apply for refund" and fill in the refund reason and refund amount.
Review the refund application: The customer service of the platform will review the refund application within 24 hours, and communicate with the consumer to confirm the specific situation.
Confirm refund information: Consumers need to confirm the refund account information to ensure that the refund can be successfully received.
Refund processing: The platform will process the refund according to the refund method chosen by the consumer (the original return or the designated account) after the review is passed. In general, the refund will be completed within 3-15 business days.
Refund notification: The platform will notify the consumer of the refund result by SMS or email after the refund is successful.
3.3 Refund precautions

Refund time: The Platform will do its best to ensure that the refund process is efficient, but the refund time may be delayed due to the processing time of banks or third-party payment platforms.
Refund amount: The refund amount will be refunded according to the actual amount paid by the consumer, excluding coupons, points and other deductible parts.
Return cost: If the product quality problems caused by the return, the platform will bear the return cost; If the return is caused by the consumer's personal reasons, the return cost shall be borne by the consumer.
Refund voucher: Consumers need to keep the packaging, accessories and invoices and other documents properly in order to provide proof when applying for a refund.
4. Exchange policy

4.1 Exchange conditions

Consumers have the right to apply for a replacement in the following cases:

Product quality problems: If the product has quality problems, consumers can apply for replacement, and enjoy free replacement services.
Misdelivery or omission of goods: If the platform misdelivery or omission of goods due to operational errors, consumers have the right to apply for replacement or replacement.
Size discrepancy: If the consumer can not wear the product due to the wrong size selection, he can apply for replacement, but he must bear the freight generated by the replacement.
Color or style inconsistency: If consumers are dissatisfied due to the wrong choice of color or style, they can apply for replacement, but they must bear the freight generated by the replacement.
4.2 Replacement process

Submit a replacement application: Consumers need to log in to the Haohua e-commerce platform, enter the order details page, select "Apply for replacement" and fill in the reasons for replacement and replacement needs.
Review the exchange application: The platform customer service will review the exchange application within 24 hours, and communicate with the consumer to confirm the specific situation.
Delivery of replacement goods: Consumers are required to return the goods to the address provided by the platform and ensure that the goods remain in their original condition and do not affect the secondary sale.
Replacement processing: After receiving the replacement goods, the platform will conduct quality inspection, and after confirming that the replacement goods are correct, the replacement goods will be sent to the consumers.
Exchange notification: The platform will notify consumers of the exchange result by SMS or email after the exchange goods are sent.
4.3 Precautions for replacement

Replacement time: The platform will do its best to ensure the efficiency of the replacement process, but the replacement time may be delayed due to inventory, logistics and other factors.
Replacement goods: The replacement goods must be the same as the original goods, including color, size, style, etc. If consumers need to replace the product with another style or color, they need to place a new order to purchase.
Replacement cost: If the replacement is caused by quality problems, the platform will bear the replacement cost; If the replacement is caused by the consumer's personal reasons, the replacement cost shall be borne by the consumer.
Replacement certificate: Consumers need to properly keep the packaging, accessories and invoices and other documents, so as to provide proof when applying for replacement.

5. Handling of special commodities

For some special items, such as custom, limited edition or special discount items, the Platform may not be able to provide a refund or exchange service. Before purchasing such goods, consumers should carefully read the product details and precautions to avoid return and exchange problems caused by personal reasons.

6. Dispute Resolution

In case of any dispute between the Consumer and the Platform during the refund or exchange process, the parties shall first settle the dispute through friendly negotiation. If the negotiation fails, consumers can contact the customer service of the platform for complaints or reports, and the platform will deal with and reply as soon as possible. If the dispute still cannot be resolved, consumers can complain to the relevant departments or consumer associations, or resolve it through legal means.

7. Policy Update

Haohua E-commerce Platform has the right to update and adjust this policy according to business development needs and changes in laws and regulations. After the policy is updated, the platform will notify consumers through website announcements, SMS messages or emails. If consumers continue to use Haohua e-commerce platform services, it is deemed to accept the updated policy.

8. Supplementary Provisions

Right of interpretation of this policy: Haohua (Shaanxi) Cross-border E-commerce Co., Ltd. has the final right of interpretation of this policy.
Effective Date: This policy is effective from the date of publication and applies to all goods purchased through the Haohua e-commerce platform.

2024/01/20