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Tospino’s Return and Exchange Policy

 

General Principles

. According to the 7-day Return & Exchange principles ( refer to Table 1 for more details ), Tospino promises that consumers can apply for Return & Exchange Services for the intact items online within the 7 days of receiving. As for items with quality problems, consumers are accessible to the Return & Exchange Services within the 30 days of receiving; and the exchange goods are available for the 7-day Return & Exchange Services as long as they are intact and confirm with the completeness standards. Moreover, Tospino will provide the 365-day maintenance service.

 

.  Consumers requiring the Return & Exchange Services shall submit the after-sale application on Tospino within the 7 days of receiving. The 7 days are the passed 168 hours calculated from the midnight(0:00) of the next day after the signing for items.

 

.  Items returned by consumes shall be intact ( refer to Table 1 for more details ).

 

. Consumers shall individually pay the delivery fee of returning goods sent out by Tospino for free. As for orders sent out by Tospino with certain delivery cost or for free but under some specific conditions, consumers shall pay all delivery fees by themselves, which caused by the return of part of order or out of conditions( refer to Table 2 for more details ).

 

. The losses or damages of gifts will not affect the Return & Exchange application; but Tospino will charge 10% of the order amount as the compensation for the losses or damages. Buyers shall be responsible for related taxation if they lose the invoice.

 

Table 1

7-day Return & Exchange Services

Situations

Types

Examples

 

 

 

 

 

 

 

 

 

 

Items unavailable for the 7-day Return & Exchange Services

1.   Customized goods

Personal customerization, designing, etc..

2.   Fresh or perishable products

Flowers, plants, aquatic products, meats, fresh fruits and vegetables, sweet dumplings, stuffed dumplings, cold needles, cheese, moon cakes, chocolates, fruit/vegetable juice, creams, butters, etc..

3.   Such digital supplies as video/audio items and computer software downloaded online or opened by buyers

Top-up card, oiling card, etc..

4.   Delivered newspaper/periodicals

Subscribed periodicals, magazines, etc..

5.   Service sectors

Education training, decoration design, engineering, monitoring, etc..

6.   Items that may affect safety/health after opening, or may change their qualities

E-toothbrushes, health care products, adult products, food, drinks, underwear, socks, stockings, silk stockings, shaping stockings, body shaper, shaping pants, inlays, nipple covers, falsie, etc..

7.   The product values are reduced greatly after enabling/trial use, like non-living consumption items

Intelligent devices(e.g., VR helmets), commercial kitchen tools, golds, platinum, cars, motorbikes, electromobile, etc..

8.   Other goods unavailable for return, which is confirmed by consumers

 

Items available for the 7-day Return & Exchange Services

Other products out of the mentioned-above types

Clothing(except undergarments), shoes, caps/hats, bags&cases, toys, maternal and baby supplies, pet supplies(expect food and drugs), etc..

 

Policies for the 7-day Return & Exchange Services

Situations

Descriptions

Examples

Unavailable for the 7-day Return & Exchange Services

The product is not available for the 7-day Return & Exchange Services

The same as mentioned-above examples

Available for the 7-day Return & Exchange Services

The product is available for the 7-day Return & Exchange Services caused by customer’s subjective factors, but it must be intact and complete.  

There are no used signs, washing signs, damages or label missing for garments, shoes or boots.

Available for the 7-day Return & Exchange Services

(Unavailable after opening)

 

The product is available for the 7-day Return & Exchange Services caused by customer’s subjective factors, but the following conditions are unavailable, including opened package, missed accessories and/or damaged appearance.

The laminating film of makeup/beauty care supplies shall be intact(if any); the sealed package shall be intact(if any); and the bottle cap shall not be opened.

Available for the 7-day Return & Exchange Services

(Unavailable after installation)

The product is available for the 7-day Return & Exchange Services caused by customer’s subjective factors, but such conditions are unavailable including installed items, missed accessories and/or damaged appearance.

Exercise bikes, treadmills, hanging air conditioners, range hoods, calorifier, etc..

Available for the 7-day Return & Exchange Services

(Unavailable after activation)

The product is available for the 7-day Return & Exchange Services caused by customer’s subjective factors, but the following conditions are unavailable, including activated items, missed accessories and/or damaged appearance.

Laptops, desktops, phones, PS4 and other products with activation limitation.

Available for the 7-day Return & Exchange Services(Unavailable after use)

The product is available for the 7-day Return & Exchange Services caused by customer’s subjective factors, but the following conditions are unavailable, including used items, missed accessories and/or damaged appearance.

F loor cleaning robo ts, purifiers, humidifiers, etc..

 

Stipulations on intact products

1.   G eneral standards on intact goods

1.1 The product shall maintain original quality and functions. Consumers shall ensure that the return items are complete, including accessories like labels, specifications and warranty cards, maintaining the original quality and functions; and there are no damages, stains, scratched anti-fake labels, activated situations, or unrecoverable, unreasonable used signs on appearances and personal data.

1.2 Consumers shall maintain the intact feature of goods when they open the package or do the reasonable test to check/confirm the product quality and functions. If the product value is depreciated too much due to the unreasonable check/test on quality and functions, it will be deemed as incomplete.

1.3 The original package is part of the product assembly. It shall be intact without serious damages or stains while being returned. For the exclusiveness of package, some items shall maintain the completeness and original packing during the 7-day Return & Exchange Services. These products are electric products, home appliances, lights and other items with valuable packages, like Swiss watches, jewelries and golds.

“Original Package”  refers to the original packing made by the manufacturer(namely the smallest sale unit). It does not include the second package provided by the logistics company.

1.4 The losses or damages of gifts will not affect the Return & Exchange application; but Tospino will charge 10% of the order amount as the compensation for the losses or damages. Buyers shall be responsible for related taxation if they lose the invoice.

1.5 The disposable sealed package of the following products shall not be opened, including food(health care food), makeup supplies, beauty care products, books, medical facilities, family planing supplies, adult products, diapers and video&audio products.

“Sealed”  refers to the outside packing with a trip seal or integral plastic made by manufacturers.

 

2.   Special standards on intact products

If the package does have such additional values or functions as anti-fake labels, exclusiveness or collections, sellers have the right to require reasonable protection for packages. According to the reasonable protection for packages, consumers shall protect them carefully on the basis of obvious specifications displayed by sellers. Once the damaged packages result in depreciation or functional losses, it will be deemed as the depreciation of product value and the 7-day Return & Exchange Services is not available any more.

Product Categories

Descriptions

Music/video/audio/songs/movies

A.   Disposable sealed packages shall not be opened for audio supplies, books and magazines(if any)

B.   There are no folding/used signs

Books/magazines/newspapers

Notebook computers

A.   Disposable sealed packages shall not be opened for CD software(if any)

B.   Activated systems are unavailable for the 7-day Return & Exchange Services

C.   Used multifunctional machines, printers and airtime are unavailable for the 7-day Return & Exchange Services

 

DIY  computers

Laptops /MID

Electronic components

Brand desktops/all-in-one machines(except servers)

Audio and video appliances

3C  digital accessories

MP3/MP4/iPod/ v oice r ecorder

Flash cards /U  disks / storage cards/mobile HDD

Network devices/related products

Electronic toys/parts/games/strategies

E-dictionary/e-papers/stationery

Computer hardware/displayer/peripheral products

Office devices/consumables/related services

Phones

Undamaged network access license

Intelligent devices

Undamaged network access license

Intelligent glasses and VR helmets are unavailable for the 7-day Return & Exchange Services

Makeup/perfume/beauty tools

A.   The disposable sealed packages shall not be opened(if any)
B. Undamaged exclusive labels(except the ones pasted by sellers)

Beauty/skin/body products; essentials

Hair care products/wigs

Kitchen appliances

A.   Installed bowl washing machines, gas stoves, calorifier and range hoods are unavailable for the 7-day Return & Exchange Services

B.   Opened face cleansing instruments, shavers, beauty massages, hair clippers, razors, air removers and other skin-contacted goods involved safety and health problems are unavailable for the 7-day Return & Exchange Service

C.   Used water purifying machines are unavailable for the 7-day Return & Exchange Services

Personal care products/ health care products/ massage tools

D omestic appliance s

Large appliances

A.   Washing machines and dryers shall not be used.

B.   The retaining screws/quakeproof bolts of the drum-type washing machines and dryers shall not be dismounted.

C.   Installed hanging air conditioner and washing machines are unavailable for the 7-day Return & Exchange Services

Textiles/sports & outdoors

Installed sports facilities like cycling equipment are unavailable for the 7-day Return & Exchange Services

Clothing/shoes

There are no obvious signs of wearing, washing or staining, like the lipstick marks.

Home decorations

Wallpapers, wall cloths, customized wall painting and tile backgrounds are unavailable for the 7-day Return & Exchange Services

Women’s underwear/men’s underwear/gowns

Underwear, socks, stockings, silk stockings, shaping stockings, body shaper, shaping pants, inlays, nipple covers and falsie are unavailable for the 7-day Return & Exchange Services

Maternal & Baby supplies

The following products shall not be opened: diapers, wet tissues, breast pumps, teething tools, nipples, feeders and anti-galactorrhea pads

Jewelries

A.   There are no obvious stains on related certificates
B. The price label shall be intact

B.   Golds, platinum, silvers and diamonds are unavailable for the 7-day Return & Exchange Services

A utomotive supplies

Maintenance supplies, cleaning supplies, tires and wheel hub s are unavailable for the 7-day Return & Exchange Services

 

Table 2 Delivery Fees

After Receiving

Types of Product Problems

Delivery

Processing Rules

Within 7 days

For products available to after-sale services: consumers can apply for the 7-day Return & Exchange Services

Not for free

Consumers pay the delivery caused by return services

For products unavailable to after-sale services: consumers can apply for the 7-day Return & Exchange Services resulted from their subjective factors(e.g., dislike or unsuitable) only when the platform agrees the return/exchange requirements

Return & Exchange Services caused by non-consumer-related elements, including quality problems, logistic damages, missing, losses, or unconformity.

Sellers pay the delivery fee caused by return services

Return & Exchange Services caused by non-consumer-related elements (e.g., product problems)

Tospino pay the delivery caused  by return services

Within 30 days

Return & Exchange Services caused by non-consumer-related elements (e.g., quality problems)

Sellers pay all delivery fees

Within 365 days

Consumers apply for maintenance services

Sent back by consumers

Consumers pay all delivery fees

Taken by consumers