Homealc After-Sales Service Terms

1. Compensation Conditions

Homealc only provides compensation for all orders shipped through the Homealc platform.

2. Types of Compensation (Homealc will evaluate based on actual circumstances)

• 1. Reshipment
• 2. Compensation for product cost, logistics fee, and handling fee
• 3. Compensation for product cost
• 4. Compensation for logistics fee
• 5. Partial compensation for product cost and logistics fee

3. Documentation Required for Compensation

Homealc users need to provide complaint email screenshots, platform dispute screenshots, refund screenshots, photos or videos of defective products (continuous dynamic video required to show product issues), case number, packaging photos (preferably showing both packaging labels and products in the same photo), etc., and initiate after-sales requests as required by Homealc.

Homealc will not handle returns for claims without quality issues, buyer's unreasonable returns, or cases where customers rejected the goods after handling them.

• 1. Sales platform screenshots
• 2. Dispute screenshots
• 3. Refund screenshots
• 4. Relevant photos or videos for compensation claims, such as product issue photos, damaged packaging photos, etc.
• 5. Homealc users must submit platform dispute screenshots or relevant email correspondence. For non-platform disputes, Homealc reserves the right to require submission to the platform before compensation.

4. Compensation Acceptance and Processing Time

Homealc only accepts complaints filed by buyers within 14 days of receiving the goods. Homealc users must submit compensation claims within 3 days of receiving buyer complaints. Claims submitted after this period will not be accepted.

After acceptance, if compensation is approved, Homealc will reship within 3 days or provide corresponding compensation, which will be credited to the user's Homealc account.

5. After-Sales Issues

1. Product Damage

a. For damaged outer packaging, buyers must refuse acceptance and notify Homealc users, who must report to Homealc and file compensation claims within 3 days. Otherwise, if buyers accept the goods, Homealc users will be responsible for the damage.

b. For intact outer packaging but damaged products over $10, buyers must submit disputes with evidence within 5 days of receipt. Homealc will determine compensation based on damage level. No compensation for products under $10. If Homealc determines damage was man-made, Homealc users will be responsible.

c. For damage not affecting functionality, Homealc users should negotiate partial refunds with buyers. Homealc will cover up to 50% of total sales amount, not full refunds.

Local courier lost or damaged goods:

Homealc users must complete Homealc's claim form with buyer complaint email screenshots and shipping proof. Homealc will assist with courier claims and provide updates.

2. Complaints, Violations, Infringements:

Disclaimer: Homealc ensures accurate product descriptions on its platform. For disputes caused by improper product images or descriptions, Homealc will provide reasonable compensation based on actual complaints. For platform violations or infringements, Homealc bears no responsibility.

3. Quality Issues

Products with functional defects rendering them unusable

For functional defects discovered within 14 days of receipt, Homealc users must provide evidence within 3 days of buyer complaints. After Homealc verification, Homealc may provide free reshipment or refunds.

a) Homealc will refund Homealc users for product cost + logistics fee + handling fee.

b) Homealc will reship to buyers at its own cost.

4. Product Description Mismatch

Mismatch between Homealc's product data and actual products:

For mismatches, Homealc users must provide evidence. After Homealc verification, Homealc may provide free reshipment or refunds.

Special cases: When product labels or Homealc system descriptions don't match package contents, but products have no quality issues.

a) If buyers accept partial refunds, Homealc will cover 50% of refund amount or up to 130% of product cost (whichever is lower).

b) If buyers request returns, goods must be returned to Homealc warehouse. Homealc will cover all outbound costs, with return shipping costs borne by Homealc users.

Mismatch caused by Homealc users modifying descriptions:

For complaints caused by unauthorized modifications to Homealc's product descriptions, Homealc bears no responsibility.

Weight discrepancy:

For actual weight differing from description by ≥50%: If Homealc shipped without user confirmation, Homealc will compensate logistics fee difference. If shipped with user confirmation, excess logistics fees are borne by Homealc users.

5. Missing, Omitted, or Wrong Shipments

For missing parts or quantities, Homealc users must provide evidence within 3 days of buyer complaints. After Homealc verification, Homealc may provide free reshipment or refunds. Without evidence, Homealc users are responsible.

a) Homealc will reship missing parts to Homealc users, who must ship to buyers.

b) If buyers accept partial refunds, Homealc will cover 50% of refund amount or up to 30% of product cost (whichever is lower).

c) If buyers request returns, goods must be returned to Homealc warehouse. Homealc will cover all outbound costs, with return shipping costs borne by Homealc users.

Partial order omissions: After providing photos/email screenshots proving omissions, Homealc will refund omitted product cost + logistics fee + handling fee.

For wrong shipments due to Homealc errors, Homealc users must provide evidence within 3 days of buyer complaints. After Homealc verification, Homealc may provide free reshipment or refunds. Homealc will determine if wrong shipments need returning.

Handling:

Case 1: Buyer returns wrong product

(1) Refund for wrong product's cost + logistics fee + handling fee.

Case 2: Buyer cannot return wrong product

(1) Compensation for wrong product's cost + logistics fee + handling fee.

6. Non-Delivery

a. No delivery information or interrupted tracking: For express shipping with no updates >20 working days or other shipping >2 months, Homealc users may file claims. After Homealc verification, Homealc will refund product cost.

b. Customs seizures: Homealc will inform users of seizure reasons but bears no responsibility, though will assist with resolution.

c. Package marked delivered but not received: If address is correct but received by wrong person, Homealc users are responsible. If delivery address was wrong, after Homealc verification, Homealc may provide free reshipment or refunds.

Incomplete/incorrect addresses:

For goods still in transit [exceeding delivery time limits] (reference industry practices)

7. Returned Packages

a. For returns due to quality issues (non-man-made damage verified by Homealc), Homealc may provide free reshipment or refunds.

b. For returns required by Homealc due to quality issues, Homealc users must arrange traceable return shipping. After delivery confirmation, Homealc will verify and compensate within 10 working days, covering return shipping costs credited to user accounts.

c. For domestic returns due to Chinese customs preventing export, Homealc users must wait for goods to return to Homealc warehouse before claiming product cost + shipping fee refunds (handling fees excluded).

d. For international returns undelivered abroad, Homealc users must pay return fees: ¥60/kg. Original shipping fees are non-refundable.

6. Supplementary Terms

1. For returns required by Homealc, Homealc users must obtain return shipping proof from buyers (including return address, weight, cost, tracking number). Without these, Homealc won't compensate.
2. No compensation for losses from surface mail (no tracking).
3. Homealc bears no responsibility for customs seizures due to tariff issues.
4. For courier services potentially incurring remote area surcharges, Homealc users must check before ordering. Surcharges after shipping are user's responsibility.
5. Order notes don't constitute contracts. Homealc reserves final interpretation rights for note-related disputes and may refuse compensation.
6. For fraudulent evidence (including but not limited to photoshopped images), Homealc may reject claims and freeze user accounts.
7. Maximum single claim: $100 USD.
8. Homealc may automatically delist clearance products from user stores.
9. After-sales service excludes: Africa (except South Africa), Iraq, Iran, Israel, Lebanon, Palestine, Nepal, Afghanistan, Georgia, Serbia, Macedonia, Montenegro, Bosnia and Herzegovina, Kosovo, Cambodia, Myanmar, Laos, North Korea, and other war-torn regions.