HCC Mall Product Returns & Exchanges Service Agreement

Operator: HCC Group Limited (Platform: HCC Mall)

Preamble

This Agreement applies to all cross-border retail orders on HCC Mall. It equally sets out the rights and obligations of Buyers (consumers) and the Platform/Sellers regarding returns and exchanges, balancing reasonable after-sales rights of consumers with Sellers' reverse-logistics, tariff, and inventory risks. By placing an order, accepting delivery, or submitting an after-sales request, you are deemed to fully accept all terms of this Agreement.

1. Parties and Definitions

Platform Operator: HCC Group Limited, operating the online mall “HCC Mall”, coordinating cross-border warehousing, international logistics, after-sales review, and return customs clearance.

Seller: a cross-border supplier onboarded to HCC Mall, primarily responsible for product quality, shipment, and manufacturer after-sales support.

Buyer: a domestic or overseas consumer who places orders for cross-border goods on the Mall.

Cross-border return: returning goods from the destination country/region to a domestic bonded/return warehouse, involving international logistics, dual customs declarations, duties, demurrage, inspection fees, and other reverse costs.

Resalable condition: original factory packaging intact; full accessories, certificates, tags/anti-counterfeit marks present; no scratches, wear, stains, or signs of use; not cleaned, altered, or repaired; not expired or damaged. Luxury/jewelry items require original boxes, warranty cards, and appraisal certificates.

Abusive return: repeated high-frequency no-reason returns; returning empty parcels/non-original items; damaging goods then requesting refunds; fabricating quality-issue evidence; repeated chargebacks refusing return shipping costs on the same account; and similar conduct.

2. Basic Return Window (30-Day Receipt Rule)

Standard after-sales window: within 30 calendar days from actual signed receipt, Buyers may request returns/exchanges for quality issues, wrong/missing items, or material description mismatches. No-reason returns apply only to unopened items in resalable condition, also within 30 days.

Late requests: after 30 days, the Platform/Seller may reject return/exchange requests. Manufacturer warranty defects may follow official warranty processes without refund returns.

Shortened windows for special categories: intimate apparel, beauty/skincare, food, consumables, customized/engraved items, and clearance items marked non-returnable — within 7 days of receipt, quality-issue after-sales only; no no-reason returns.

Logistics delay grace: if international logistics delay causes late receipt, Buyers may request a 5-day extension with tracking evidence, up to 40 days maximum.

3. Eligible Return/Exchange Cases

(A) Seller/Platform responsibility (Seller bears all reverse costs): factory defects, damage, severe color variance, functional failure; wrong model/spec/size/style; missing accessories/certificates/gifts; material mismatch with product page; transit damage (full unboxing video/photos within 24 hours of receipt); receiving used/refurbished/sample goods labeled as new; Seller unilateral cancellation or delayed shipment beyond agreed time without agreed compensation.

(B) Buyer no-reason returns (Buyer bears all reverse costs): wrong size, dislike of style, impulse purchase, budget change, mistaken order; subjective dissatisfaction after failing to check parameters/condition/size; only for brand-new, complete, unused, unworn items with full packaging/accessories. Luxury goods, gold/jewelry, and watches do not support no-reason returns after unboxing inspection.

(C) Exchange only / no direct full refund: minor missing accessories or small defects where Seller agrees to resend accessories/replacement; high-value luxury, watches, and jewelry — Seller prioritizes exchange/maintenance over direct full refund.

4. Non-Eligible Cases

Beyond the 30-day window without manufacturer quality-defect evidence; used/worn/scratched/stained/altered/repaired/cleaned/manually damaged goods; missing original packaging, tags, anti-counterfeit marks, warranty cards, certificates, or accessories; opened intimate apparel, beauty, food, or disposable consumables; customized items; clearance/defective/auction items marked non-returnable; incomplete unboxing evidence or fabricated defect media; returned goods not matching the order, empty parcels, or swapped defective items; restricted, liquid, or battery goods self-shipped by Buyer and seized/destroyed; refusal of delivery due to Buyer's own customs/policy issues.

5. Cost Allocation

Seller responsibility: Seller bears international round-trip shipping, return customs fees, inspection, demurrage, and storage; Buyer pays no shipping/duties; Platform provides official prepaid return labels; after inbound inspection confirms the issue, full refund or free replacement.

Buyer no-reason returns: Buyer pays international return shipping, export customs fees, import clearance taxes/fees, warehouse handling, and insurance; Seller may charge a refurbishment fee (10%–30% of sale price); Buyer must prepay all return costs to the designated Platform account before a return address is issued.

Shared force majeure: mutual non-liability for destruction/seizure due to destination customs policy, trade bans, war, or natural disasters; secondary transit damage from Buyer's improper packaging is borne by Buyer.

6. Standard Process

Step 1 — Buyer applies: submit after-sales request with reason and full unboxing video, defect photos, waybill, and packaging photos. Missing evidence may be rejected within 24 hours.

Step 2 — Review within 24 hours: Seller-responsibility cases auto-approved with return address/prepaid label in 2 business days; no-reason returns require fee confirmation and prepayment first; doubtful/abusive/late requests are rejected in writing with reasons.

Step 3 — Buyer ships back via Platform-designated international courier, uploads tracking, uses full original packaging plus protective carton; no personal or prohibited items.

Step 4 — Inbound inspection within 2 business days of receipt, with unpacking video. Intact/complete: refund/exchange as agreed. Damaged/missing/swapped: refund denied; goods returned at Buyer's shipping cost.

Step 5 — Execution: qualifying returns refunded to original payment method within 2 business days; exchanges shipped within 3 business days, outbound shipping by Seller (Seller fault) or Buyer (no-reason).

7. Customs Compliance for Returns

Seller-quality returns in original condition within 1 year: Seller cooperates with return documents/inspection reports for duty-free re-import under applicable customs return supervision. Beyond 1 year or altered condition: import duties borne by Seller.

Buyer no-reason returns: any import duty/VAT assessed by customs is borne by Buyer; Platform may withhold refund until taxes are settled.

If customs orders destruction, losses are borne by the responsible party.

Return declarations must indicate cross-border e-commerce returns with no commercial value; false declarations are the declarant's responsibility.

8. Seller Protection

Risk control: accounts with repeated abusive returns may be restricted after 3 malicious after-sales records.

Refusal and appeal: Sellers may refuse refunds with inbound unpacking evidence for damaged/missing/swapped returns.

Inventory loss: if returned goods are not resalable due to Buyer damage/missing parts, Seller may retain the full product amount for scrap handling.

Platform assistance: for chargebacks or overseas claims, Platform may provide order records, after-sales communications, and inspection videos.

9. Buyer Obligations

Apply within 30 days with complete evidence; prepay reverse logistics/clearance/handling fees for no-reason returns; keep and return full packaging/certificates/accessories; no fabricated defects, item swaps, or repeated abusive claims; declare customs information truthfully.

10. Exchange and Repair

Within warranty, Seller prioritizes free repair/parts; if Buyer insists on return without Seller quality responsibility, no-reason reverse fees apply; exchange shipping may take 7–15 business days for cross-border logistics.

11. Refund Deductions

Refunds may deduct, with prior notice: no-reason reverse shipping/clearance/refurbishment fees; depreciation/repair for damage or missing parts; storage demurrage from late prepaid return fees; Platform review costs from false after-sales claims.

12. Breach

Seller overdue refunds/refusal of return costs: Platform may advance refund, deduct from Seller settlement, and charge 5% order liquidated damages. Buyer abusive returns/refusal of reverse costs/item swaps: Platform may freeze balances and deny refunds; Seller may pursue legal recovery. Concealing key customs return information: concealing party bears all resulting losses.

13. Dispute Resolution

After-sales disputes are first handled via Mall customer service, then Platform after-sales arbitration based on this Agreement, logistics evidence, and inspection videos. For overseas Buyers, the parties agree to the people's court at the domicile of HCC Group Limited as the exclusive forum, except where mandatory law provides otherwise. During disputes, malicious complaints or chargebacks constitute bad-faith breach.

14. Effectiveness and Amendments

This Agreement takes effect upon successful order payment. The Platform may update it based on cross-border policy and industry rules, with 7 days' homepage publication; continued use constitutes acceptance. This Agreement prevails over temporary after-sales notes on product pages.

15. Miscellaneous

Applies to both domestic bonded-warehouse shipping and overseas-warehouse direct mail. Luxury, gold/jewelry, and premium watch categories may have supplemental rules of equal legal effect. This Agreement is formulated with reference to applicable PRC e-commerce, consumer-protection, and customs rules.

16. Contact

If you have any questions about this Agreement, please contact 3804873168@qq.com.

Platform Entity: HCC Group Limited

Platform Name: HCC Mall