CASHOP Return Policy

I. Scope of Application

This policy applies to products purchased through the CASHOP platform. The following types of products are not eligible for returns:

• Customized or personalized products (orders for such products cannot be cancelled either)
• Products from which tags or accessories have been removed at the customer's request (e.g., clothing with tags already cut off)
• Intimate apparel and clearance sale items, including bodysuits (leotards), underwear, tights, socks, accessories, small goods, pet supplies, and clearance items
• Any products marked as "non-returnable" on the product page
• Products that cannot be returned under seller regulations or applicable laws and regulations

II. Return and Refund Rules and Cost Allocation

(I) Returns Due to Product Defects or Seller's Fault

1. Customers may apply for a return and refund in the following circumstances, with return shipping costs and necessary expenses borne by the seller:
   • Obvious damage, or model/specification/quantity significantly different from the order
   • Obvious contamination or quality issues affecting usability
   • Wrong items shipped by the seller or missing items
2. CASHOP will process the refund to the customer's original payment account within 7–15 business days after receiving the returned item.

(II) Returns for Personal Reasons

1. Within 5 calendar days from the day after the product status is updated to [Listed], customers may apply for a return and refund under this policy, but must bear the following costs:
   • Domestic shipping costs for returning the item to the seller
   • Costs of any value-added services already purchased
   • Necessary packaging material costs
2. The refund amount is based on the actual amount paid by the customer and does not include coupon or point deduction amounts.
3. Once a product has been dispatched, returns and refunds are no longer supported. CASHOP does not offer exchange services.

III. After-Sales Application and Processing Procedure

Please follow the steps below to submit an after-sales application:

1. Log in to your CASHOP account, go to [My Orders], find the relevant order, and click [Apply for After-Sales Service].
2. Select the return reason, fill in the return description, and upload relevant evidence (such as product photos and videos).
3. Wait for the CASHOP customer service team to review your application. Once approved, the system will provide the return address and return instructions.
4. Return the product following the instructions, enter the tracking number in the system, and wait for the refund to be processed.

The following materials are required when applying:

• Order number
• Product photos or videos (clearly showing the issue)
• Description of the issue
• Return reason category
• Contact information (email or phone number)

IV. Return Logistics and Refund Processing

Self-return procedure:

1. After the application is approved, the system will provide the seller's return address. Please package the product properly before shipping.
2. When returning the item, please use a trackable courier service and enter the courier company name and tracking number in the system.
3. After the seller receives and confirms the returned product, CASHOP will process the refund to the customer's original payment account within 7–15 business days.
4. The actual time for the refund to arrive may vary depending on the payment channel processing cycle.

V. Order Cancellation Rules and Cost Allocation

1. Before the product arrives at the transit warehouse, customers may cancel the order and apply for a refund at any time, with no additional fees.
2. Customized product orders cannot be cancelled once placed.
3. After the product arrives at the transit warehouse and the inspection is complete, customers may still apply to cancel (i.e., return) within 5 calendar days, but must bear the relevant costs (see Section II).
4. Once a dispatch application has been submitted and the relevant fees have been paid, the order cannot be cancelled. Returns and refunds are not supported after the product has been dispatched.

VI. Special Notes

1. The refund amount is based on the actual amount paid by the customer and does not include coupon or point deduction amounts.
2. Refund timeline: After the seller confirms receipt of the returned product, CASHOP will process the refund to the original payment account within 7–15 business days. The actual arrival time may vary depending on the payment channel.
3. CASHOP acts as an intermediary only when the seller agrees to the return, and the final outcome is subject to seller confirmation.
4. Once the product has been dispatched, the risk of loss or damage transfers to the customer, and CASHOP is no longer liable for product damage, loss, or destruction.
5. The fees displayed on the final settlement page include packaging material fees, service fees (if any), and international shipping costs. Customers may also be required to pay customs duties, consumption tax, and other fees as required by the customs of the destination country/region.
6. The inspection is an ancillary logistics process and does not constitute a guarantee of the product's authenticity, quality, safety, or merchantability.
7. CASHOP reserves the final right of interpretation of this policy. If you have any questions, please contact our customer service.