Lotusgoo is a platform that provides Chinese goods shopping, forwarding services, providing users with goods information search, shopping and shipping services. During the period, Lotusgoo provides basic commodity inspection service, communication and confirmation with merchants as well as after-sale service to protect your legitimate rights and interests and ensure your shopping experience.
If you find that the purchased goods have counterfeit and shoddy problems, please contact our customer service or send email to care@lotusgoo.com to assist you to deal with:
1.Receiving and inspection:
After the goods was quality checked (QC), provided with QC images and storaged in Lotusgoo warehouse, or you receive the parcel, if you find that the goods have quality problems or suspect its authenticity, please contact customer service as soon as possible and provide relevant evidence.
2.Complaint material:
Provide the order of the purchased goods, payment vouchers, description of the goods, as well as the evidence of the goods fake and shoddy description.
3.After receiving your complaint material, our customer service team will understand the specific situation with you and assist you to communicate with the seller to solve the problem, and do our best to fight for your legitimate rights and interests.
Please note that due to the authenticity of the goods involved, further professional evaluation and legal procedures may be required. If authentication by a professional appraisal organisation is required, the appraisal costs will be borne by you. To protect the rights and interests of all parties, we recommend choosing formal channels and reputable sellers when purchasing to reduce the risk of purchasing counterfeit goods.
What is 5-Day Return/Exchange Guarantee?
5-Day Return/Exchange Guarantee is a special after-sales service (including the service itself and the tech support) offered to customers by sellers on third-party platforms. Within 7 days after the product is signed (i.e. within 5 days after the product is stocked in the warehouse), the buyer can return/exchange the purchased product based on this rule and associated rules released by third-party platforms.
How to determine if the product is eligible for Return/Exchange Guarantee?
Products are either “Eligible” or “Ineligible” for the 5-Day Free Return/Exchange Service
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Type |
E.g. |
After-Sales Service |
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Unavailable |
Custom-made |
Products of tailored designs |
After receiving your request, we will negotiate with the seller for return/exchange, but the final result is subject to the seller’s decision. |
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Products whose packaging, tags, accessories have been removed upon user request |
Clothes whose tags have been removed |
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Newspaper, periodicals |
Subscripted books and periodicals |
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Second-hand products |
Second-hand products |
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Products from outside the Chinese mainland |
Products bought from overseas, Hong Kong and Macao regions |
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Undergarments |
Underwear, socks, leggings |
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Adult products |
Adult products |
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Others stipulated by the seller |
Subject to seller rules |
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Food |
Biscuits, candies, etc. |
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Books（≥15） |
No less than 15 books |
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Opened products that are required to meet “Special Standards” for return packing. |
Sealed products, please refer to the attached table
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Available |
When the product meets all of the following requirements: 1. is offered guaranteed returns by the seller; 2. is in a re-salable condition as required by the seller; 3. has been stocked in the warehouse for no more than 5 days.
For products with the free shipping offer, you will be responsible for the shipping fee when returning the product. For products without the free shipping offer, you will be responsible for both shipping fees when the sellers ship the product to our warehouse and when you return the product to the seller. |
For return/exchange request submitted within 5 days after stock-in, we will proceed per standard procedure. |
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How to Request Return/Exchange Service
Within 5 days (starts at the next hour after the status changes to “Stocked in”, 5 days =120 hours) after the order status is changed to “Stocked in”, you can request return/exchange service on your page.
Refund Requests After 5 Days
1. Refund Requests After 5 Days with QC Images
If the buyer requests a refund more than 5 days after the order was placed, and QC images have already been provided, the seller reserves the right to deny the refund request. In this scenario, no refund will be issued.
2.Refund Requests After 5 Days without QC Images
If the buyer requests a refund more than 5 days after the order was placed, and QC images have not yet been provided, a full refund will be issued regardless of whether the seller agrees to accept the return.
How to determine who is responsible for the return/exchange of the product (me, the seller or other parties)
(Please select a reason based on the actual situation)
Notes and FAQ
Notes:
- The refund/exchange total is based on the product price that you actually paid
- We can only return/exchange the product for you when the seller agrees
- Please make sure that there is enough balance in your account after requesting the return/exchange service so you can pay for the return shipping and service fee.
- Please refer to the table below for the return packaging requirements of certain products. you will not be able to return/exchange the product when the requirement is not met.
Special Standards
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Product Category |
Special Standards |
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New Sneakers |
Anti-theft clasp (if anyif any) and the anti-damage sticker has not been cut/removed, and are fully functional. |
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Detergent/ Tampon/ Paper/ Fragrance |
The one-time sealing packaging (if any) of the personal care products must remain sealed. |
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Hair Care/ Wig |
The one-time sealing packaging (if any) of the hair care products must remain sealed. |
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Skin Care/ Body Care/ Essential Oil |
The one-time sealing packaging (if any) of the products must remain sealed |
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Cosmetics/ Perfume/ Beauty Tools |
The one-time sealing packaging (if any) of the products must remain sealed |
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Digital Products/ Home Appliances (Excluding cameras and large home appliances) |
1. The internet access permit is not damaged (destroyed). 2. There is no water damage. |
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Digital Camera/SLR Camera/Camera |
The shutter of SLR cameras are not pressed more than 20 times. |
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Large Home Appliances |
1. LCD TV and air conditioner: has not been installed to the wall. Simple debugging is allowed. 2. Washing machine: has not been used with water. |
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Models/ Anime Products/ Anime-Related Peripherals/ Cosplay Products/ Board Games |
The tapes and plastic seals (when there is any) on products like models, figures, soldier figures, BJD cannot be removed. |
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Electronic Components
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1. No welding operation. 2. The integrated circuits have never been installed on any IC base. 3. The one-time sealing packaging of consumables like thermal silicon grease/thermal paste, electronic glue/ encapsulating glue/ sealant/ adhesive, conductive glue, and conductive ink must remain sealed. |
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Level II Category “Game Software” under Level I Category "Video Game/ Accessories/ Games/ Game Guide " |
The one-time sealing packaging (if any) of the products must remain sealed |
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Pet Foods, Health Products, and Drugs under Level I Category "Pets/Pet Foods and Supplies" |
The one-time sealing packaging (if any) of the products must remain sealed |
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Books/ Magazines |
1. The one-time sealing packaging (if any) of the products must remain sealed 2. There are no traces of folding, water stains, stains, ink, and traces left by reading on the product. |
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Level II Category "Animal Health Products/Veterinary Drugs" under Level I Category "Ranching/ Farm Products" |
The one-time sealing packaging (if any) of the products must remain sealed |
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The one-time sealing packaging (if any) of the products like food (including supplements), cosmetics, medical devices, contraceptives, personal care supplies, adult supplies, baby diapers, books, and audio-visual products must remain sealed. “Sealed” refers to: The seals or the plastic wrap on the packaging of the product applied by the manufacturers. |
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FAQ:
1. What to do when there is an after-sales problem with an order that is ineligible for the “return/exchange guarantee”?
When there is a quality issue with the product, Lotusgoo will verify with the seller based on the actual situation. We will figure out the final solution and notify the user. If the product has no quality issue, the return/exchange service will be unavailable based on the rules from the third-party platform. Lotusgoo will try to communicate with the seller and protect the user’s rights.
2. Who will be responsible for the shipping fee when using the “ return/exchange guarantee”?
The product must be new and meet the resell requirement before requesting the return/exchange service. If the product has no quality issue, the user will be responsible for the shipping fees. If there is a quality issue with the problem, the seller will be responsible for the shipping fees after the user submits the request.
3. Will there be any charges if I request the return service when the order status is “not shipped”?
Don’t worry, in this case, there will be no charge. You will only be charged when the return/exchange request meets the three conditions: First, the product has no quality issues. Second, the product is already stocked in the warehouse. Third, you have used up the free returns/exchanges allowed for this month. So, when a product is not shipped yet, we will not charge you any fee.