The "Khomall 7-Day Return without Cause Policy" refers to a customer service that Khomall merchants offer to their buyers through Khomall technical support and services. Specifically, this means that after the buyer pays for the merchant's goods, the merchant will unconditionally honor the buyer's request for return or exchange within 7 days from the time of receipt (7 days means the following 168 hours), provided that the goods has not been used, the original packaging is not damaged, and the merchant's secondary sale will not be affected (Goods with quality problems are not binded to this limitation.).
I. Terms and conditions when applying for "Khomall 7-day Return Policy without Cause".
1. Buyers can apply to the merchant for "Khomall 7-day Return Policy without Cause" if they do not want or do not like the goods; or the goods have quality problems when received.
2. Buyers shall make request of "Khomall 7-day Return Policy without Cause" to the merchant within 7 days from the date of confirmation of receipt of the goods.
3. The goods applied for "Khomall 7-day Return Policy without Cause" must be unused, with original package not damaged and not affecting second sale. Exception is that there are quality problems with the goods.
4. In terms of "Conditions of Return", see Appendix of polices regarding each product category.
5. Buyers who have made a request for "Khomall 7-day Return Policy without Cause" to the merchant within 7 days after receiving the goods, and have been rejected by the merchant or cannot reach the merchant, may make the request of "Khomall 7-day Return Policy without Cause" to Khomall (the Platform) instead.
II. Duties of merchants.
When merchant sells goods on the Khomall, it shall provide "Khomall 7-day Return Policy without Cause" to customers and and strictly follow below rules and policies,
1. The Merchant's implementation of the "Khomall 7-day Return Policy without Cause" is subject to relevant rules and regulations of Khomall. In the event of conflict between "Khomall 7-day Return Policy without Cause" and product description / product price / other product information / return policy provided at the time of order, the latter shall prevail.
2. The buyer is entitled to apply for "Khomall 7-day Return Policy without Cause" to the merchant within7 days from the time of receipt confirmation.
3. If the buyer makes a request for "Khomall 7-day Return Policy without Cause", and the merchant rejects it, the buyer can use "Platform Intervention" button to request Platform Intervene of the case. Khomall will have the right of deducting directly from merchant’s account according to its fair and independent judgment, and oblige merchant to fulfill its obligation of "Khomall 7-day Return Policy without Cause". Within 20 business days after merchant’s receiving the returned goods (as per shipping record from logistics company), Khomall has the right to make aforementioned deduction and refund.
4. When a buyer inquires a merchant about the rules, the merchant has the obligation to explain clearly the rules and regulations to the buyer.
5. Khomall reserves the right to retreat merchant’s store from Khomall if it violates these rules severely.
III. Processing procedure.
1. The buyer shall first contact the merchant to request the return or exchange. If merchant accepts the request of the buyer, merchant and buyer shall agree on relative responsibilities of the return or exchange of the goods themselves.
2. If merchant rejects the return or exchange of the goods, or the two parties disagree on how to handle the return; buyer may use the service button “Refund” provided in the order. If the merchant rejects, buyer may use the "Refund" button again. When merchant rejects a second time, button “Platform Intervene” will pop out, buyer can use “Platform Intervene” to make the request. Khomall will provide final decision on the return and exchange dispute according to rules and regulations stated in this Khomall 7-Day Return without Cause Policy.
IV. Description on shipping responsibility.
1.Buyer requests return of goods when it binds non-merchant responsibility (merchant responsibility includes product quality problems, descriptions do not match received goods, etc.), shipping costs is borne by buyer.
2.Buyer requests return of goods when it binds merchant responsibility (merchant responsibility includes product quality problems, descriptions do not match received goods, etc.), the shipping cost is borne by merchant.
Appendix: Return Policies against Respective Product Category
Small Appliance
1. Basic conditions for requesting return and exchange of goods.
(1) the return of goods should be maintained in their original form as it is when the goods is received;
(2) the goods should be kept brand new; the relevant accessories are complete;
(3) warranty cards and other written materials attaching to the goods are not filled up, and have no defacement or folds;
(4) the original packaging, external package, original goods and attachments of the returned goods is kept intact;
2. Circumstances not eligible for the request of return or exchange of goods.
(1) the serial number of the goods differs as it is when merchant sold them;
(2) warranty label, body, package, warranty card bar code (S/N code) of the goods has been altered, torn, or moved;
(3) the purchase certificate has been altered, torn or lost;
(4) the machine has been damaged by unauthorized disassembly, repair or upgrade;
(5) the machine has been damaged because of improper usage, maintenance or storage stated in the user manual.
(6) traces of manual damage / breakage caused by movement, dropping, collision, extrusion, etc.;
(7) missing accessories, stained package or serious residues on goods;
(8) damage caused by improper packing during transportation when returning goods to the merchant;
(9) factory seals stated specifically “not allowed to remove” is removed;
Automotive Products
1. Basic conditions for requesting the return and exchange of goods.
(1) goods should be maintained in the original appearance as it is when received;
(2) the outer package, labels, accessories, etc. are intact;
(3) No wear and tear on the appearance of goods and accessories;
2. Circumstances not eligible for return or exchange of goods.
(1) goods were damaged or used, affecting the secondary sale;
(2) warranty card, sale certificate, or accompanying accessories are stained, broken, or missing;
(4) goods are damaged or broken by unauthorized repairs, misuse, neglect, abuse, accidents, alterations, or improper installation;
Men's/Women's Wear
2. Basic conditions for requesting the return and exchange of goods.
(1) the returned goods should be preserved in their original condition (except that the goods have quality problems when received);
(2) the package, labels, accessories, etc. are intact;
2. Circumstances not eligible for return or exchange of goods.
(1) the goods are worn, washed, stained, damaged, etc., whichever affects re-sale;
(2) accessories, labels, packaging, etc., are damaged or lost;
(3) all underwear, special sizes ,tailor-made goods not eligible for return or exchange;
Shoehe bas and hats/bags
1. Basic conditions for requesting the return and exchange of goods.
(1) goods should be preserved in their original condition, except that goods have quality problems when received;
(2) the outer package, labels, accessories, etc. are intact;
(3) goods have no signs of use, no signs of washing, no signs of wear inside or outside, and do not affect the second sale.
2. Circumstances not eligible for return or exchange of goods.
(1) goods is artificially damaged; the label has been removed, etc.;
(2) goods show signs of use, wash, stains, or wearing etc. which affect the second sale.
Digital IT & Communication
1. Basic conditions for requesting the return and exchange of goods.
(1) goods should be preserved in their original condition, except that goods have quality problems when received;
(2) the return of goods should be kept brand new, the relevant accessories are complete;
(3) warranty cards and other written materials accompanying the goods are not filled out and any defacement, folding;
(4) the outer package, labels, accessories, etc. are intact;
2. Circumstances not eligible for return or exchange of goods.
(1) there are quality problems with the goods;
(2) the serial number of the goods that the dealer itself carries does not match the agreed when the dealer sold them (the serial number of the goods sold by the dealer should match the agreed);
(3) the warranty label, body, packaging, warranty card bar code (S/N code) of the goods has been altered, torn, moved or is unreadable.
(4) The merchandise purchase certificate, warranty card has been altered, torn or lost;
(5) The machine has been damaged by disassembly, repair or upgrade without consent;
(6) The machine has been damaged because it has not been used, maintained or stored in accordance with the merchandise instructions.
(7) Traces of man-made damage caused by the failure or breakage of the machine structure due to movement, dropping, collision, extrusion, etc.;
(8) Traces caused by missing accessories or packaging with stains and serious residues of goods; (9) Damage caused by improper packaging or transportation operations when returning goods to the dealer.
(10) goods factory packaging with seals (subject to the contents of the store and the description of goods), the removal of the seal.
Beauty & Skincare
1. Basic conditions for requesting the return and exchange of goods.
(1) goods should be kept in the original appearance as it is received; for example, gifts or freebies shall be returned together; except that goods have quality problems when received.
(2) the outer package and user manual should be intact with no no stains or no damage;
(3) goods must not have obvious fingerprints, or sweat stains, etc.
(4) special labels for goods should remain intact.
(5) for goods with less than 6 months before expiry date, and merchant does not particularly notify ahead its eligibility of return.
2. Circumstances not eligible for return or exchange of goods.
(1) there are obvious fingerprints, sweat stains or signs of use, etc., whichever affects the second sale of goods;
(2) the outer package of goods, instructions, etc., are stained, damaged or missing;
(3) goods less than 6 months before the expiration date, and merchant has notified or stated ineligibility of return or exchange;
(4) special labels of goods are torn, broken or missing;
Home/Bed
1.Basic conditions for requesting the return and exchange of goods.
(1)goods should be preserved in their original condition, except that goods have quality problems when received;
(2) the outer package, labels, accessories, etc. are intact;
(3) the appearance of the goods and accessories should be without wear and tear;
(4) the original packaging of the goods is intact without damage;
(5) Personal care products and pet foods with a shelf life less than half the original shelf life of the merchandise may be returned or exchanged and the merchant does not clearly indicate this.
2. Circumstances not eligible for return or exchange of goods.
(1) the merchandise has been washed, artificially damaged, and shows signs of use that affect the second sale;
(2) the warranty card, sales receipt, and accessories accompanying the merchandise are stained, broken, or missing;
(3) the merchandise and accessories are worn and damaged;
(4) No refunds or exchanges is for the merchandise with unauthorized repairs, improper use, neglect, misuse, accidents, alterations and improper installation .
(5) the shelf life of the goods is within half of the original shelf life of personal care products, pet food, dealers having clear instructions to inform;
(6) special customized goods.
Books & Audio
1. Basic conditions for requesting the return and exchange of goods.
(1) the returned goods should be kept in the original appearance as it is when received, except that goods have quality problems when received;
(2) books have problems with binding, including missing pages, folds, blurred, folded, open glue, etc.;
(3) proof of purchase of these goods should be intact, and the plastic package of goods related to music, film, television and software are not open;
2. Circumstances not eligible for return or exchange of goods.
Books and audiovisual products are not eligible for return or exchange once they are sold, except for quality problems.
Food/Healthcare Products
1. Basic conditions for requesting the return and exchange of goods.
(1) the returned goods should be kept in the original appearance as it is when received, except that goods have quality problems when arrived;
(2) goods package is intact and not being open;
(3) shelf life or expiry date of the goods is more than half a year;
2. Circumstances not eligible for return or exchange of goods.
(1) goods with less than 3 months expiration date, and merchant specifically notified ahead or has stipulated ineligibility of return or exchange;
(2) invoice, user manual, package, etc. Is stained, damaged, or is missing;
(3) goods have traces of being used;
(4) goods once unpacked, it can not be returned;
(5) liquid products are not in the scope of this return policy;
Mother and baby category
1. Basic conditions for requesting the return and exchange of goods.
(1) goods should be preserved in their original condition, except that goods have quality problems when received;
(2) the package of goods shall be intact;
(3) food products are less than 3 months from the expiration date, and merchant does not particularly notify ahead its eligibility of return.
(4) goods expiration date are less than half of its shelf life, and and merchant does not particularly notify ahead its eligibility of return.
2. Circumstances not eligible for return or exchange of goods.
(1) sales receipt, user manual, package and attachment of the goods are stained, damaged, or missing;
(2) the goods or accessories are worn, damaged, or being used;
(3) the food is less than 3 months before the expiration date and, and merchant particularly notify ahead its eligibility of return.
(4) goods other than food are of less than half of the original expiration date or have expired already, and merchant specifically notified or has stated the ineligibility of return or exchange;
(5) For special circumstances not stipulated in this policy, Khomall the platform will involve and make final judgment.
Jewelry category
1. Basic conditions for requesting the return and exchange of goods.
(1) goods should be preserved in their original condition, except that goods have quality problems when received;
(2) goods should remain brand new and complete with all attached accessories;
(3) warranty card, invoice and other written materials accompanying the goods are not filled out; or have no defacement or folds;
(4) the original packaging, external package, original goods and attachments of the returned goods is kept intact;
2. Circumstances not eligible for return or exchange of goods.
(1) goods warranty labels, packaging, certificates, etc., are altered, torn, or displaced;
(2) Purchase receipt, warranty card is altered, torn or lost; goods are disassembled or repaired without authorization;
(3) traces of human damage, malfunction or breakage due to moving, dropping, bumping, crushing of goods;
(4) The packages of the goods is stained or at serious debris;
(5) Damage is caused by improper packing or transportation when goods is returned to merchant;
Category of Virtual/Service
Once such goods are confirmed of receipt, they are not eligible for return; as not eligible for 7-Day Return without Cause Policy; except there is provided proof that the service, or the card number, or password etc. cannot be used. If two parties cannot reach agreement, buyer shall request Refund and then request the Platform Intervention, which Khomall the platform will have the right to give final judgement over the return or refund of products.
Note: If product categories or situation are included in the scope of this c, respective national law and regulations will apply. Customized products and virtual cards are not in the scope of in the Khomall 7-Day Return without Cause Policy.
Content of Khomall’s Seven Days Return without Cause Policy
1. Buyers should provide details when applying Khomall’s 7-Day Return without Cause Policy. If return reason is subjective factors as dissatisfaction or dislike of the product; product must not be used, the original packaging must remain intact, and the re-sale of the product must not be affected. if the product has quality and other related problems, indicate the return reason whilie request.
Buyer, please follow below to request return or exchange,
(1) Choose the reason for return or exchange and provide picture evidences.
(2) If refund type is incorrectly applied, contact Platform in a timely manner for modification. The Platform will review and process the application within 2 business days from initiation.
2. Once buyer requests refund, both buyer and merchant shall abide by the Khomall’s 7-Day Return without Cause Policy and actively negotiate with each other in a cooperation-to-solve- issue manner. Merchant’s explanations with evidence will be the basis for judging the case.
Merchant, please follow below to handle the case,
(1) Respond to buyer's request timely;
(2) If merchant is to reject request, upload proof and explain reason for rejection following “Reject” button.
(3) If merchant is to accept return or exchange, respond and inform buyer timely and arrange for next step;
(4) If buyer request wrong refund type, contact Platform in time to involve in the situation. Platform will review and process the application within 2 working days.
3. Processing principles.
(1) If buyer and merchant reach agreement to cancel refund after negotiation, buyer can cancel refund with "Cancel" button in order page within 1 day after refund initiation.
(2) If merchant agrees the return of goods for refund or exchange, two parties will follow given procedures to finish the return or exchange.
(3) If two parties are unable to reach an agreement, the procedures stipulated by Khomall's 7-Day Return without Cause Policy will be followed. Buyer has a 7-day window to click “Refund” when order is in Transaction Successful status. When Platform Intervene is requested, Khomall will review the request within 1 day after refund is applied, and will process it within 20 business days. If the request is confirmed accepted, Khomall shall have the right, at its sole discretion, to directly deduct the deposit from merchant's account in accordance with the Khomall Merchant Agreement, compelling the merchant to fulfill their commitment to Khomall's7-Day Return without Cause Policy. Within 20 business days after the merchant receives the returned goods (subject to record of logistics company), Khomall has the right to make the above refunds and deductions in accordance with these rules.