Regarding the after-sales terms of overseas warehouses

After sales terms of Ohooray product selection website (only applicable to overseas warehouses)

1、 Application conditions of after-sales service terms

This "After sales Terms" (hereinafter referred to as "these terms") apply to all users (including individuals, entities, distributors, etc.) who have successfully registered on the Ohooray product selection website and used the platform services. If there are any after-sales issues with the products purchased by the user and published on Ohooray's product selection website, they shall be handled in accordance with this clause.

2、 Important Notice and Explanation

1. Scope of application and third-party service responsibilities

This "After sales Terms" (hereinafter referred to as "these terms") clearly apply to all products and services provided by Ohooray Product Selection Network. This clause does not cover any third-party services. If the distributor chooses to use third-party services, they should comply with the relevant terms and regulations of the third-party service provider. For third-party services, Ohooray Product Selection Network does not assume any responsibility.

In this clause, clauses marked in bold, underlined, or other prominent ways are important clauses that distributors should pay special attention to. For any questions regarding this clause, the distributor may contact the customer service of the Ohooray product selection platform at any time to obtain further information.

2. Applicability of after-sales rules

For products purchased by distributors before the effective date of this clause, if there are any after-sales problems, they will be handled in accordance with the effective after-sales service rules at that time. For goods purchased after the effective date of this clause, if there are after-sales problems, the after-sales rules stipulated in this clause shall apply.

3. Update and Publicity of Terms

Ohooray Product Selection Network reserves the right to adjust these terms at any time according to the platform's operational needs. All updates to the terms will be announced to distributors through platform announcements. Distributors can access the latest version of the "After sales Terms" by visiting the bottom of the homepage or help center of the Ohooray product selection website.

Distributors who continue to use platform services after registering on the Ohooray product selection website or receiving platform announcements regarding changes to these terms will be deemed to have accepted these terms and their subsequent changes.

3、 Logistics issues

1. Support for after-sales orders: Only orders shipped by the product selection website during the final stage are supported. In case of logistics issues, after-sales service will be provided; For shipments made through other methods, no after-sales service will be provided.

2. After sales service timeliness: If the goods are not received within 30 working days after payment of the order, after-sales processing will be given.

3. Required documents for appeal: screenshots of order refund, communication records, and logistics information

4. Handling method

Problem type

Problem description

Handling method

No logistics trajectory/Long time no update

No logistics trajectory, first shot scan of first leg logistics still not updated after 11 working days, information lost, lost during transportation, and not signed for after 30 working days

·If there is no logistics tracking within 11 working days, a claim will be made against the courier company, and progress and claim results will be reported;

·If not signed for within 30 working days, the US district will refund $4; Southeast Asia will refund based on the actual price of the product, excluding the final cost.

The official logistics tracking shows that it has been delivered, but the consignee has not received feedback

When the official logistics delivery address does not match the recipient's address on the order

The platform will assist customers in applying for claims on behalf of customers from logistics providers

When the official logistics delivery address matches the recipient's address on the order

Only provide proof of shipment, the platform will not accept after-sales compensation

Return the item

Returns caused by customer reasons, such as incorrect address/address modification/failure to pick up/inability to contact recipient

After the returned item is signed for in the warehouse, the platform will deduct the round-trip shipping fee and the actual storage fee before arranging a refund. If the order amount is not enough for the deduction, no refund will be made

Return due to logistics reasons, such as damaged labels or no specific reason for return

After the returned item is signed for, the platform will resend/refund it 

4、 Product related after-sales issues

1. Product quality issues and after-sales handling instructions

a. Distributors have the right to submit after-sales appeals to Ohooray Product Selection website within 20 natural days after completing order payment if they discover product quality issues, shortage of goods, or shipping errors. Distributors must provide corresponding evidence for appeal. Ohooray Product Selection Network will review the evidence provided by distributors. If approved, distributors can obtain corresponding after-sales treatment based on the following situations:

① If the distributor does not need to resend the goods on the product selection website, the website will refund according to different regions. Refund of $4 in the US region; Southeast Asia will refund based on the actual price of the product, excluding the final cost.

② If the distributor needs to resend the goods on the product selection website, no refund will be given.

② Minor damage to the outer packaging does not affect the use of the internal product and is not available for after-sales service

② We use third-party services for the final stage because we cannot accurately determine which link caused the problem, and we do not provide after-sales service

b. If the distributor chooses to return the goods, the product selection website will decide whether to accept the return based on the specific amount of the order. Distributors must return the goods along with all original packaging, accessories, and documentation within the specified time. After the product is returned and signed for by the product selection website, the refund process will be completed within 10 working days.

c. The product selection website only undertakes the after-sales service of the product part, and the final part is not within the scope of after-sales service.

d. Products with a defect area not exceeding 10% are not within the scope of after-sales processing.

d. For after-sales issues where distributors fail to provide sufficient supporting materials, Product Selection Network will not accept them.

d. Any after-sales issues related to orders that are not shipped by the product selection website will not be accepted by the website.

2. Specific scenarios that do not belong to product issues

a. Color difference issue: Color differences that may occur due to differences in shooting equipment, lighting conditions, displays, and other factors are not considered as shipping errors or product issues.

b. Size error: The size of the product may have a reasonable range of errors due to manual measurement, differences in measuring tools and methods, and such size differences do not constitute shipping errors.

c. Improper operation: Any personal or property damage caused by improper personal operation or failure to follow product instructions by end consumers does not constitute a product quality issue, and Product Selection Network does not assume any related responsibility.

3. Required documents for appeal:

Serial number

Reason for appeal

Required evidence

one

Product quality issues

a. Product photos or dynamic videos clearly display the issues with the product

b. Screenshot of communication records with end consumers

c. Proof of refund for end consumers

d. Outer packaging and label images (clear and complete label images on the outer packaging)

e. Screenshot of order refunds from distributors on other e-commerce platforms (TK, TEMU, etc.)/independent websites

two

Less hair and missed hair

a. Full picture of the outer packaging and label image (clear and complete label image on the outer packaging)

b. Received product physical picture (full picture)

c. Circle the specific missing accessory numbers according to the instructions. For products without instructions, circle the missing parts

d. Screenshot of order refunds from distributors on other e-commerce platforms (TK, TEMU, etc.)/independent websites

e. Actual photo of the express waybill (with the express waybill number clearly visible)

three

Delivery error

a. Received product physical picture (full picture)

b. Label image (clear and complete label image on the outer packaging)

c. Screenshot of order refunds from distributors on other e-commerce platforms (TK, TEMU, etc.)/independent websites

e. Actual photo of the express waybill (with the express waybill number clearly visible)

Attention: If the distributor provides feedback on product related after-sales issues but cannot provide substantial proof materials, the platform will not accept it.

5、 Disclaimer of the Product Selection Network Platform

The following situations will not be accepted:

1. Any products sold on non selection websites (products that do not match);

2. Exceeding the after-sales service period and submitting overdue;

3. For all after-sales services, if the distributor directly issues a full refund to the end buyer without communicating with the customer service of the product selection website or verifying the after-sales situation clearly, regardless of the type of after-sales service, the product selection website cannot fully compensate;

4. The intentional or malicious behavior of distributors to obtain compensation or engage in fraud;

5. Delay or interruption of platform services caused by force majeure events;

6. End consumers return goods due to personal subjective dislike/unwillingness/dissatisfaction. (Please make sure to set up the store's return settings. The default setting is no return warehouse, or the return warehouse will be returned to your company's own overseas warehouse.)

If the package has already been signed for, compensation cannot be made.

6、 Explanation of refund amount during and after sales

The refund amount does not involve payment handling fees (which are charged by third-party payment service providers);

Note: The payment methods are Alipay, credit card and WeChat payment, and the platform will arrange the original return of the original card; Other payment methods, refund will be returned to the member account of the product selection website.

7、 After sales processing time of product selection website

1. After sales orders on weekdays will be processed within 10 working days;

2. Non working day after-sales orders will be postponed to working days and processed within 10 working days.