1. After-Sales Policy What is your after-sales policy? We offer the following after-sales services: Quality Guarantee: Returns, replacements, or partial refunds for defective products (proof required). Warranty Service: Some products come with a 1-month to 1-year warranty (see product description for details). Technical Support: Installation guidance, usage instructions, and troubleshooting.
2. What are the conditions for returns/exchanges? Eligible for return: Damaged goods, wrong items shipped, major quality issues.
Non-returnable: Customized products, buyer’s error. After-Sales Process
3. How can buyers request after-sales service?
Buyers submit a refund/return request via Alibaba.com’s backend. Sellers must respond within 48 hours to negotiate a solution.If no agreement is reached, buyers may escalate to Alibaba.com’s dispute arbitration.
4. How should sellers handle after-sales requests? Log in to the seller dashboard → Go to Dispute Center → Review the buyer’s request.
Communicate with the buyer and request photo/video evidence(e.g., proof of damage). Choose an appropriate resolution: Approve refund/return. Partial refund. Reject the request.
Refunds & Returns
5. Who pays for return shipping? Seller’s fault: Seller covers return costs.
Buyer’s fault: Buyer bears shipping fees. 6. How long does a refund take? Credit Card/PayPal: 3-7 business days. T/T Bank Transfer: 5-10 business days .