Instructions on Counterfeit and Substandard Goods
1688order is a platform that provides purchasing agency and forwarding services for Chinese goods, offering users services such as product information search, purchasing agency, and shipping. During this process, 1688order provides basic product inspection services, communication and confirmation with merchants, as well as after-sales services to protect your legitimate rights and interests and ensure your shopping experience.
If you find that the purchased goods have issues of counterfeiting, shoddy quality, please contact the online customer service to lodge a complaint or send an email to care@1688order.com to assist you in handling it:
1. Receiving and Inspection: After the 1688order warehouse receives your goods, provides quality inspection photos, and stores them in the warehouse, or after you receive the package, if you find that the goods have quality issues or suspect their authenticity, please contact customer service as soon as possible and provide relevant evidence.
2. Appeal materials: Provide the order for purchasing the goods, payment vouchers, product description, and evidence explaining the counterfeit or substandard nature of the goods.
3. After receiving your complaint materials, our customer service team will contact you to understand the specific situation, assist you in communicating and resolving issues with the seller, and do our utmost to safeguard your legitimate rights and interests.
Please note that due to the involvement of product authenticity appraisal, further professional evaluation and legal procedures may be required. If certification from a professional evaluation agency is needed, the evaluation fees will be borne by you. To safeguard the rights and interests of all parties, we recommend choosing formal channels and sellers with higher credibility when making purchases to reduce the risk of buying counterfeit goods.
What is the 5-day no-reason return and exchange policy for purchases received into the 1688order China Warehouse?
refers to the special after-sales service provided by the “seller” to its buyers using the technical support and services provided by the third-party platform. If the order is within 7 days from the date of the goods being signed for at the 1688order warehouse (i.e., within 5 days of the goods being stored in the warehouse), the buyer is allowed to return or exchange the purchased goods in accordance with the provisions of these rules and other publicly announced rules of the third-party platform.
How to determine whether a product supports return and exchange without reason?
The product categories for 5-day no-questions-asked return and exchange are divided into two types: “not supported” and “supported”
| Classification | Type | Examples of goods (including but not limited to) | After-sales handling method |
| Not supported | Customized, Made-to-Order Category | Customized Design Services | After receiving your return application, we will try to advocate for you, but the specific situation shall be subject to the merchant’s response |
| has requested the warehouse to remove packaging, tags, product peripherals, and accessories | Clothes, etc., with tags, labels, and packaging removed |
| Delivered newspapers and periodicals | Subscribed newspapers and periodicals |
| Idle and resale goods | Second-hand goods, idle items |
| Overseas Purchasing/Global Shopping Category | Goods sourced from overseas, Hong Kong, Macao, and Taiwan |
| Underwear | Underwear, socks, leggings, etc. |
| adult products | Various |
| Merchants stipulate that returns and exchanges are not supported | Subject to actual stores and sellers |
| Food | Cookies, candies, etc. |
| Books (≥15) | 15 books or more |
| Goods with “special integrity” requirements have been unsealed | Goods with sealed packaging Click to view the “Special Good Condition Standard Reference Table” |
| Support | Merchants promise to provide goods with unconditional return and exchange (excluding certain goods and categories). Within 5 days of the goods being received into the warehouse and provided that the goods do not affect the seller’s resale, for goods with free shipping, you will bear the return shipping fee; for goods without free shipping, you will bear both the shipping fee for delivery and the return shipping fee. | If you initiate a return or exchange request within 5 days of the goods being received into the warehouse, we will process it for you. |
How to Apply for Returns and Exchanges
Within 5 days (calculated from the next whole hour after the order status changes to “received into warehouse”, with 120 hours counting as 5 days) after the order status changes to “received into warehouse”, you can apply for a no-questions-asked return or exchange on your personal page. After the deadline, the application may not be processed.
Fee Standard
Cost of no-reason return and exchange = Shipping fee to the seller + Shipping fee from the seller + Return and exchange service fee
Return and Exchange Service Fee Charging Standard
Ordinary users are exempt from the service fee for the first return or exchange each month, and if the number of returns or exchanges exceeds the limit within the same month, fees will be charged as follows:
| Monthly Frequency | Return Goods | Exchange Goods |
| 0-1 times | 0 yuan/transaction | 0 yuan/transaction |
| 2-5 times | 5 yuan per time | 10 yuan per time |
| 6-9 times | 10 yuan per time | 20 yuan per time |
| 10 times or more | 20 yuan per time | 40 yuan per time |
* To prevent some malicious order cancellations and order brushing, accounts will be frozen for 30 days and prohibited from placing orders if they exceed 15 times per month.
How to determine the liability attribution for no-reason return and exchange (my reason/seller’s reason/other reasons)
(Please select the reason based on the actual situation)
| Responsible Party | Situation | Related Cases | Cost |
| My reason | Don’t want it anymore | Customer A applied for a no-reason return or exchange due to personal reasons | For ordinary users, the first return and the first exchange within a month are free of service fees. If the number of returns or exchanges exceeds the limit, the “Return/Exchange Service Fee” will be charged according to the latest announced standards:
For example:
Regarding returns, for the second return within the same month, the customer shall pay a fee = shipping cost from the seller + shipping cost to the seller + service fee of 5 yuan; for the sixth return within the same month, the customer shall pay a fee = shipping cost from the seller + shipping cost to the seller + service fee of 10 yuan
Regarding product exchanges, for the second exchange within the same month, the customer shall pay a fee = the shipping fee from the seller + the shipping fee to the seller + a service fee of 10 yuan; for the sixth exchange within the same month, the customer shall pay a fee = the shipping fee from the seller + the shipping fee to the seller + a service fee of 20 yuan
Customers are not required to bear the costs of returns and exchanges caused by reasons other than their own. For example, situations where the seller ships the wrong item, the goods received have obvious quality issues (such as damage), or the goods are damaged during express delivery. |
| Wrong purchase/Overpurchase | Customer B bought the wrong item or over-purchased due to personal reasons and applied for a no-questions-asked return or exchange |
| Shipping costs are too high and exceed the budget | Customer C applied for a no-reason return and exchange because the international shipping fee was too high and exceeded the budget |
| The seller deems the goods to have no quality issues | Customer D believes that the actual product does not match the picture and has applied for a no-reason return or exchange. After verification with the seller, the product has no quality issues |
| Seller’s Reason | Wrong goods shipped | The actual delivered goods do not match the order due to the seller’s mistake in shipping. For example, the size or color does not match the customer’s order. |
| Quality issues | The goods stored in the warehouse have obvious quality issues, e.g., holes, stains |
| Other reasons | Domestic transportation has caused damage to the goods | The goods purchased by the customer were already damaged upon arrival at the warehouse due to issues with domestic express delivery. |
Examples of defective/quality issue products, liability allocation, and dispute resolution
| Common Situations | User Case | Processing Method |
| Clothes have loose threads and inconspicuous stains | There are inconspicuous stains on the details of the clothing, as shown in the following example: | The buyer provides photo evidence, and the specific situation shall be subject to verification by the merchant. |
| There is a slight color difference between the page image and the actual photo | The pictures provided by 1688 order are staged shots during quality inspection. Due to factors such as lighting, angle, technique, or monitor resolution, the original color presentation of the product may be affected, as shown in the following example: |
| Defective products sold at a reduced price | The product description usually provides an explanation, as shown in the following example: |
| Minor adjustments to the logo, labels, etc. of products from different batches | Different batches of products have been improved in terms of logo color, as shown in the following example: |
Precautions and Frequently Asked Questions:
Precautions :
- The amount for applying for return or exchange shall be based on the actual price you paid for the goods.
- Whether a return or exchange can be successfully processed shall be determined by whether the seller agrees to the return or exchange
- After applying for a no-reason return or exchange, please ensure that your account balance is sufficient to cover the return and exchange shipping fees as well as service fees
4. The packaging of some products on the platform must follow the table below. If there are any discrepancies, the no‑questions‑asked return and exchange policy will not apply.
Special Integrity Standard:
| Category Name | Special Integrity Standard |
| Sneakers new | (if any) Anti-theft tags and anti-loss stickers shall not be cut or torn; and they shall not affect reasonable use |
| Washing and cleaning products / Sanitary pads / Paper / Aromatherapy | Wash and care products (if any) with intact, unopened one-time sealed packaging; |
| Hair Styling & Care / Wigs | Hair styling and hair care products (if any) with intact, unopened, one-time sealed packaging; |
| Beauty & Skin Care/Body Care/Essential Oils | (if any) The product’s one-time sealed packaging remains unopened; |
| Makeup/Perfume/Beauty Tools | (if any) The product’s one-time sealed packaging remains unopened; |
| Digital Appliance Industry (excluding cameras and major appliances) | 1. The network access license is not damaged (destroyed);
2. No immersion liquid; |
| Digital Camera / SLR Camera / Video Camera | For DSLR camera products, the number of shutter actuations does not exceed 20 times; |
| Large Appliances | 1. LCD TVs and air conditioners are allowed for simple power-on debugging, but shall not be wall-mounted for installation and use;
2. The washing machine must not be used while submerged in water; |
| Model Toys/Anime/Peripherals/COS/Board Games | For model, figurine, action figure, BJD and other similar products, the inner packaging (if any), tape, and plastic seal shall not be removed; |
| Electronic Components | 1. Has never performed welding operations;
2. The integrated circuit is not installed on the IC socket;
3. Consumables (thermal grease/thermal paste, electronic adhesive/potting compound/sealant/adhesive, conductive adhesive, conductive ink) are in unopened one-time sealed packaging; |
| The secondary category “Game Software” under the primary category “Video Games/Accessories/Games/Guides” | (if any) The outer packaging of the product, which is a one-time sealed package, remains unopened; |
| Pet food, health products, and medicines under the primary category “Pets/Pet Food and Supplies” | (if any) The outer packaging of the product, which is a one-time sealed package, remains unopened; |
| Books/Magazines/Periodicals | 1. (if applicable) The product’s one-time sealed packaging remains unopened;
2. The product has no creases, water stains, stains, writing, or signs of reading; |
| Secondary categories “Feed”, “Animal Health Products/Veterinary Drugs” under the primary category “Livestock/Farming Supplies” | (if any) The product’s one-time sealed packaging remains unopened; |
| For food (including health food), cosmetics, medical devices, family planning products, personal care products, , baby diapers, books, and audio-visual products with their outer packaging sealed in a single-use manner, the seal shall not be broken. “Sealed” refers to the packaging measures where the outer packaging of the product has been sealed with a seal (label) or integrally plastic (hermetically) sealed by the manufacturer. |
Frequently Asked Questions:
1. If an order does not support “return and exchange without reason” and a post-sales dispute occurs, what should be done?
If a product has quality issues, the 1688order platform will contact the seller for verification based on the actual situation, and promptly notify the user after verifying the final handling plan. If the product has no quality issues, according to the regulations of the third-party platform, return and exchange services are not supported, and 1688order will attempt to communicate with the seller and strive for relevant benefits for the user.
2. If the “no-questions-asked return and exchange” policy is used, who will bear the shipping fee?
Before initiating a return or exchange request, the product must be brand new and not affect resale. If the product has no quality issues, the customer shall bear the shipping costs for both purchase and return after initiating the request. If the product has quality issues, the seller shall bear the round-trip shipping costs after the customer initiates the request.
3. If a return is requested while the order is in an undelivered state, will a fee be charged in this case?
There will be no charge, so please don’t worry. Returning or exchanging goods without reason will incur a fee only if three conditions are met: First, you request a return due to reasons other than product quality; Second, the product is in the warehoused state and requires a return or exchange without reason; Third, the order has exceeded the number of free returns or exchanges without reason available for the current month; Therefore, we will not charge you for unshipped products.
4. Where can I check the number of times the free service fee for no-reason return and exchange has been used this month?
You can check the remaining number of free times for the no-reason return and exchange service fee for the current month on the return and exchange application page. The operation steps are: [My Orders] – [Shopping Orders] – Find the order you need to apply for no-reason return and exchange “Pending Pickup” – Click [Order Details] to proceed with [Return/Exchange].
5. Which operational step does the system use as a node to record the number of times?
After receiving your return or exchange request, the buyer will process it for you. When the order status is ‘return’, the system will deduct the number of times you have used. If multiple orders apply for return simultaneously, the prompt on the interface may have a time buffer, resulting in the number of times displayed on the page not being updated synchronously. Ultimately, the record and deduction in 1688order shall prevail.
6. If the seller provides shipping insurance and offers free shipping, do I still need to pay the shipping fee the seller incurred when sending the item upon return?
Regarding the explanation of freight insurance, since the insurance company’s compensation is determined based on the return rate of 1688 accounts, and currently our procurement account has a relatively high return rate, the insurance company may not provide compensation, so the freight insurance may fail to be compensated. Additionally, for free shipping products, as the merchant has prepaid the shipping fee for delivery, if you apply for a return or exchange without reason, you will need to pay the shipping fee that the merchant has prepaid for delivery. Therefore, if you apply for a return or exchange without reason, you will need to bear the round-trip shipping fees.
