Rapid Order Processing
Orders are reviewed and processed for purchasing within 12 hours, 24/7.
We always aim to provide a high-quality shopping experience. If you are dissatisfied with the purchased goods, you can carry out relevant operations according to the following return and exchange policy. Given that CNCNGO is an intermediate commissioned purchasing platform, we will do our best to represent you and communicate with sellers for all your return, exchange, and refund requests. Therefore, if you encounter any problems, please contact our customer service staff at any time.
I. Elaboration on Return and Exchange Conditions
We accept return and exchange applications in the following situations:
- The goods are damaged during transportation or have quality issues. For example, there is obvious damage to the product packaging or the product function cannot be used normally.
- The actually received goods do not match what is shown on the order. This includes differences in style, model, specification, color, etc.
- The goods have not been used and are in their original packaging and in a condition suitable for resale. For example, the product label is complete, the packaging is unopened, and all accessories are present.
Return
If you change your mind about your order or purchase, you can return your order within 14 days from the delivery date using our free return service. According to the cancellation rights stipulated in the Rights of Cancellation (Consumer Contracts Regulations 2013), returns must be made within 14 days and proof of purchase must be provided.
Although we provide free return services for all orders, the original delivery cost will not be included in the refund. The buyer also needs to bear any costs related to return delivery. Please note: if you return an item and taxes and import duties were originally included in the purchase price, they will be refunded to you. If not, you will be responsible for claiming duties directly from your local customs office.
For goods purchased on promotional days or with other promotional discounts, refunds and exchanges will be calculated at the discounted price. If a free gift was included with the purchase, the gift must also be returned.
Although we provide free return services for all orders, the original delivery cost will not be included in the refund. The buyer also needs to bear any costs related to return delivery. Please note: if you return an item and taxes and import duties were originally included in the purchase price, they will be refunded to you. If not, you will be responsible for claiming duties directly from your local customs office.
For goods purchased on promotional days or with other promotional discounts, refunds and exchanges will be calculated at the discounted price. If a free gift was included with the purchase, the gift must also be returned.
Order Cancellation
Depending on your place of residence, you have the right to cancel your order in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or equivalent consumer laws in the EU. You are entitled to cancel your order within 14 days after receiving it. Please note: your right to cancel does not apply to products listed as non-returnable.
To exercise your right to cancel your order under the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulation 2013, please contact our customer service team. Ensure that you clearly state that you wish to cancel and provide your order number, contact details, and details of the products you wish to cancel.
Once the products are returned to us, you will receive a refund, including the standard delivery costs associated with your cancellation rights. You will be responsible for arranging and covering the full cost of returning the order to us.
If the order has already been shipped, please wait until you receive the order before exercising your return rights.
All returned items will be inspected. If the value of the products has decreased due to your handling, we may deduct the amount of such loss from the refund. We will process the refund no later than 14 days after we receive the returned goods.
If you have any questions or need further clarification regarding UK regulations, please let us know.
To exercise your right to cancel your order under the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulation 2013, please contact our customer service team. Ensure that you clearly state that you wish to cancel and provide your order number, contact details, and details of the products you wish to cancel.
Once the products are returned to us, you will receive a refund, including the standard delivery costs associated with your cancellation rights. You will be responsible for arranging and covering the full cost of returning the order to us.
If the order has already been shipped, please wait until you receive the order before exercising your return rights.
All returned items will be inspected. If the value of the products has decreased due to your handling, we may deduct the amount of such loss from the refund. We will process the refund no later than 14 days after we receive the returned goods.
If you have any questions or need further clarification regarding UK regulations, please let us know.
Return and Exchange Instructions
We are committed to providing you with an excellent shopping experience. If you are not satisfied with your purchase, you can follow the return and exchange policy outlined below. As an intermediate purchasing platform, CNCNGO will communicate with sellers on your behalf for all return and refund requests. If you have any issues, please contact our customer service team.
II. Details of Refund Requirements
Depending on the status of the order, the refund process is as follows:
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Under Review:
You can cancel the order by clicking the "Cancel Order" button on the corresponding order page in the User Center. The amount will be immediately refunded to your CNCNGO account balance. -
Order Accepted:
Please contact our customer service staff and inform them that you need to cancel the order. As long as the order has not been paid for when your cancellation request is processed, the purchaser will cancel the order and refund within 1 business day. The amount will be refunded to your CNCNGO account balance. -
Ordered:
Contact the customer service staff and indicate that you want to cancel the order. Our purchaser will apply to the seller for a refund. If the seller has not yet shipped the item, after the seller confirms the refund, the corresponding amount will be refunded to your CNCNGO account balance. This process generally takes 3 - 5 days to complete the refund. -
Shipped:
Contact the customer service staff and inform them that you need to cancel the order. If the seller has not actually shipped the item, the purchaser will apply to the seller for a refund. After the seller confirms the refund, the amount will be refunded to your CNCNGO account balance, usually taking 3 - 5 days. If the seller has already shipped the item, the refund will be processed after the item arrives at the CNCNGO warehouse and is returned to the seller, which generally takes 7 - 15 days. -
In Warehouse:
Within 5 days after the item is in the warehouse, please contact the customer service staff to apply for a return. The purchaser will apply to the seller for a return. Whether it can be returned depends on whether the seller agrees. If the seller agrees, we will handle the return as soon as possible. The returned express tracking number will be displayed on the corresponding order. After the seller receives the item and returns the item amount to us, the corresponding amount will be refunded to your CNCNGO account balance. Generally, it takes 7 - 15 days, and the specific time depends on the speed at which the seller confirms the refund.
III. Partial Refund Instructions
If there are some items in your order that need a partial refund, follow these steps:
Follow the corresponding process in the above refund requirements. Partial refund amounts will be refunded to your CNCNGO account balance according to the refund progress of different items, ensuring clear and transparent refunds.
Follow the corresponding process in the above refund requirements. Partial refund amounts will be refunded to your CNCNGO account balance according to the refund progress of different items, ensuring clear and transparent refunds.
IV. Partial Return and Exchange Instructions
When there are some items in your order that need to be returned or exchanged:
Follow the relevant steps in the above return and exchange conditions. Partial return and exchange items will be properly handled according to the processing progress of different items to protect your rights.
Follow the relevant steps in the above return and exchange conditions. Partial return and exchange items will be properly handled according to the processing progress of different items to protect your rights.
V. Return and Exchange Fee Instructions
Due to the particularity of the CNCNGO platform, the samples you purchase may incur shipping fees and international payment handling fees during the return and exchange process. Therefore, after your order undergoes return and exchange operations, sample shipping fees may be deducted. Generally, this fee is in the range of 10 to 15 Chinese yuan, excluding large and oversized items.
VI. Return Address Instructions
If your item is eligible for return and exchange, CNCNGO will assist you in returning the item to the seller's address to ensure a smooth return process.
VII. Refund and Withdrawal Time Instructions
Under normal circumstances, CNCNGO will review your refund request within 24 hours after submission. After the review is completed without issues, your funds will be refunded to your CNCNGO balance. You can submit a withdrawal request at any time. After your withdrawal request is processed, we will return your funds to your original payment bank account within 1 - 3 business days. In special cases, our staff may contact you through internal messaging to ask for your bank account information for transfer refunds. Please note that you should not trust any emails or text messages. Also, do not disclose verification codes or other crucial information to anyone.
VIII. Rules for Parcel Forwarding and Quality Inspection
Rules for Parcel Forwarding, Signed Acceptance, and Inspection
- When signing for a parcel, if we find that the parcel does not meet the product packaging requirements (for example, if the exterior of the packaging is severely damaged), we will not accept the parcel and may return it to you.
- If your parcel meets all product packaging requirements, we will open it to check for prohibited items, then weigh it and place it in the warehouse.
- If your product does not meet the requirements for air shipment, we will mark the corresponding order and notify you about product return matters.
- If you find that the parcel has not been signed for by our warehouse after the standard delivery date (our warehouse is located in Guangdong, and generally domestic parcels should arrive within 3 to 5 business days), please contact your domestic logistics provider or the online customer service team to check the status of the parcel.
Details on “Product Inspection & Verification” and Warehouse Stocking
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By selecting “product inspection & verification”, you authorize us to check the quantity, color, size, and other relevant information of the product. After we inspect it, the original express delivery box will be discarded, and we will seal the product in CNCNGO's own packaging and place it in our warehouse. (This does not apply to fragile, easily damaged, or extremely large items, and items for which the express delivery box is already part of the packaging. The actual packaging results may vary depending on the situation.)
- Slight color differences, size errors, and effects of use, etc. are not part of the product inspection process.
- For electronic products, digital devices, accessories, and other products that require specialized knowledge, we will not check the quality, model, and accessories during the inspection.
- For products such as CDs, figures, and adult toys, we will not open products that are sealed or have sealing labels. We will only check for external damage and will not be responsible for what is inside the plastic packaging.
- If you do not select “Standard Quality Inspection”, we will either refuse to sign for the parcel or change the box/packaging for you. However, when the original box/packaging of the product is damaged, we will refuse to sign for the parcel or change the box/packaging for you. We will ensure that your product is properly stored and your interests are protected. If there is any problem with the parcel shipped to the warehouse, please verify the problem with the sender. CNCNGO is not responsible for any compensation.
Special Standards: Defective Products/Products with Quality Issues, Disclaimer of Shopping Agent
CNCNGO is dedicated to alleviating any concerns you may have when engaging in international online shopping. To ensure the smooth delivery of your items, we have established specific processing standards for handling received goods. Although e-commerce platforms like Taobao offer convenience, it is important to be aware of potential illegal commercial activities. By proceeding with your order, you agree to abide by the following special circumstances and understand the subsequent procedures. If you encounter any questions during the ordering process, please feel free to contact our customer service team.
Sensitive Products
Items such as essential oils, care solutions, lubricants, batteries, and glue are considered sensitive products. To ensure successful delivery, we will remove these items from your order.
Customs Policy
Items containing brands, a large volume of liquid or powder, electronic products, etc. may be restricted by customs policies, and there are certain risks in shipping them. If consequences are caused by the above risks, CNCNGO is not responsible for customs clearance and related legal liabilities.
Professional Inspection Limitations
If you purchase electrical equipment, brand items, tickets, cards, etc., we cannot conduct professional inspections (i.e., quality, authenticity, completeness, etc.). Inspectors can only check whether the item's appearance is in good condition or if the accessories are complete but cannot turn on the equipment to check the quality.
Fragile Items
Ceramics, glass products, and irregularly shaped items (such as wipers or automatic dampers) may be easily damaged during transportation. Although we ensure the integrity of the items before delivery, if any damage occurs during transportation and is classified as fragile by logistics, you will be responsible for the associated losses.
Customized Products
If you order customized products, we recommend directly negotiating with the seller to ensure that your specifications are met. After successful negotiations, provide us with relevant details or communication records with the seller through Wangwang chat. Since we cannot conduct professional inspections on customized products, you will be responsible for any losses resulting from them.
Deposit Orders
Due to Taobao seller regulations, deposit orders cannot be canceled once placed. In addition, you must monitor seller communications and promptly settle outstanding balances to facilitate item delivery. If the outstanding balance is not cleared within the specified time, the deposit will be forfeited.
Sellers with Poor Credit
We recommend choosing reputable stores with at least three hearts and Taobao Guarantee coverage. Low-credit sellers without guarantee coverage may pose risks such as false shipments, non-shipments, lack of after-sales service, and inadequate rights protection. You will be responsible for any losses resulting from transactions with such sellers.
By proceeding with orders containing the above risks, you acknowledge that you have read and accepted these terms and conditions. Please review them carefully. CNCNGO reserves the right to interpret these policies.
