UKKR After-Sales Guarantee Terms
These Terms constitute the standardized after-sales guarantee system applicable to all merchants settled on the UKKR Platform for global overseas buyers. They serve as the sole official basis of the Platform for after-sales performance, dispute arbitration, compensation and penalty enforcement. All settled merchants shall fully perform complete guarantee obligations for overseas buyers after order completion, covering the entire scenarios including pre-sales commitments, delivery performance, product quality assurance, technical after-sales services, cross-border logistics and customs clearance, quality warranty and maintenance, dispute resolution and comprehensive compliance compensation. By opening stores and accepting orders on the Platform, merchants shall be deemed to voluntarily recognize and strictly abide by these Terms. The Platform will enforce penalties and compensation for all violations in accordance with relevant rules.
Core Principles
Merchants shall bear the primary full-link, full-cycle and comprehensive after-sales liability for overseas buyers. Merchants shall take full responsibility for all transaction and product issues not caused by human errors or improper operations of buyers.
1. Basic Service Response Guarantee
To adapt to cross-border time zone differences and the communication needs of overseas purchasers, merchants shall establish a regular after-sales service mechanism to fully protect buyers' full-process service rights and interests.
24/7 Response Guarantee: Merchants shall keep store consultations, Platform work orders and in-site messages responsive 7×24 hours a day. All after-sales inquiries, objection feedback and problem work orders shall be replied to and processed within the time limit specified by the Platform. Timeout response, loss of contact and perfunctory handling of after-sales issues are strictly prohibited.
Barrier-Free Communication Guarantee: Merchants shall possess basic foreign language communication capabilities to accurately conduct after-sales docking, problem verification and solution communication with overseas buyers. It is forbidden to refuse to handle any after-sales issues on the grounds of language barriers or time zone differences.
Full-Cycle Active Service Guarantee: Merchants shall actively follow up on product usage status from buyer’s order receipt to the expiration of the warranty period. For special categories such as industrial equipment, customized products and large machinery, merchants shall proactively provide operation guidance, commissioning assistance and Q&A services. Disconnection and termination of services after delivery are strictly prohibited.
2. Product Authenticity and Compliance Guarantee
All pre-sales displays, communication commitments and product materials of merchants shall have legal and Platform performance validity, which must be 100% authentic and compliant to provide reliable procurement guarantees for buyers.
Genuine and Brand-New Product Guarantee: All delivered products must be brand-new, unused, non-refurbished and flawless genuine goods. The delivery of second-hand, refurbished, defective and inferior assembled products is strictly prohibited. Any violation will result in severe penalties and compensation.
Authentic Parameter and Commitment Guarantee: All materials marked in product details, quotations, contracts and communication records including materials, specifications, parameters, craftsmanship, production capacity, functions and certification information shall be true and valid. All verbal and written pre-sales commitments shall be included in the scope of after-sales performance and must be fully fulfilled.
Export Compliance Guarantee: Merchants’ products must comply with local laws, safety standards and access certification requirements (CE, FDA, FCC, ISO, etc.) of the destination importing countries. Merchants shall bear all losses if buyers fail to clear customs, cannot sell products or are penalized by local authorities due to non-compliant products.
Infringement-Free Guarantee: Delivered products shall not involve any intellectual property infringement issues including trademark, patent and copyright infringement. In case of any infringement dispute, merchants shall handle the matter independently and bear all compensation and penalty losses to ensure buyers’ procurement rights and interests are not affected.
3. Pre-Production Inspection and Sample Consistency Guarantee
The Platform enforces B2B bulk order performance standards to ensure bulk products are completely consistent with confirmed samples and order agreements, eliminating the risk of inconsistent goods.
Confirmed Sample Locking Guarantee: Samples confirmed by both parties shall serve as the final acceptance standard for bulk goods. The quality, craftsmanship, appearance and materials of bulk products shall strictly conform to sample standards. Unauthorized modification, downgrade and material replacement are prohibited.
Unconditional Inspection Cooperation Guarantee: If buyers raise demands for pre-production factory inspection, in-production quality inspection, ex-factory quality verification or third-party inspection, merchants shall cooperate unconditionally by providing production real shots, quality inspection reports and product verification services. Refusal, delay and concealment of product problems are forbidden.
Inspection Problem Rectification Guarantee: If quality defects, parameter deviations or craftsmanship problems are found during inspection, merchants shall conduct free rectification, remaking and replacement until the products meet order and sample standards, with no additional charges of any kind.
4. Delivery Quality and Inconsistent Goods Compensation Guarantee
Merchants shall bear 100% full liability and compensation for all non-human quality problems and goods inconsistency issues of delivered products without exemption or prevarication.
Full Compensation for Inconsistent Goods: If bulk products are inconsistent with order agreements, sample standards or page parameters, merchants shall provide solutions including free remaking, urgent re-delivery, replacement, full refund and price difference compensation as required by buyers, and bear all resulting losses.
Ex-Factory Quality Defect Guarantee: For products with ex-factory quality problems such as craftsmanship defects, functional failures, missing accessories, damage and substandard performance, merchants shall provide free maintenance, replacement and re-delivery regardless of buyer’s signing confirmation, and bear all relevant costs.
Compensation for Severe Quality Problems: In case of malicious violations including material fraud, false parameter labeling, shoddy substitution and sales of unqualified products, the Platform will activate the fake-for-three-compensation mechanism. Merchants shall make compensation in accordance with laws and bear all derivative losses including buyer’s rights protection costs, working hour losses and alternative procurement price differences.
5. Cross-Border Logistics, Customs Clearance and Delivery After-Sales Guarantee
Merchants shall bear full risks of the entire cross-border delivery process and are prohibited from transferring logistics, customs clearance and delivery risks to overseas buyers.
Logistics Abnormality Full Guarantee: For logistics problems such as product damage, dampness, deformation, parcel loss and delivery delay during transportation, merchants shall take full charge of logistics claim docking, re-delivery and follow-up processing, synchronize progress throughout the whole process, and buyers shall bear no communication or capital costs.
Full Liability for Customs Clearance Risks: If goods are detained, returned, stranded or incur detention fees due to merchants’ wrong documents, missing materials, false declaration or incomplete qualifications, all relevant fees, losses and return freight shall be borne by merchants, who shall support free re-delivery or full refund.
Free Remedy for Wrong/Missing Delivery: In case of wrong delivery of models, specifications or colors, missing accessories or goods omission, merchants shall provide unconditional free urgent re-delivery and bear two-way cross-border logistics fees and buyers’ construction period losses.
6. Category-Specific Quality Warranty and Maintenance Guarantee
Differentiated warranty standards shall be implemented according to product category attributes. Merchants shall strictly perform long-term maintenance obligations for corresponding categories, with valid warranty services throughout the warranty period.
Industrial/Machinery/Large Equipment: Strictly implement the warranty period stipulated in the contract. Merchants shall provide free maintenance, accessory replacement, remote commissioning and lifelong technical consultation for non-human failures within the warranty period. If on-site service is agreed, cross-border after-sales support shall be provided in accordance with standards with no hidden charges during the warranty period.
Electrical and Electronic Products: Comply with the warranty regulations of exporting countries. For circuit failures, functional invalidation, performance abnormalities and other problems within the warranty period, merchants shall provide free maintenance, replacement and refund services to guarantee buyers’ normal commercial use rights and interests.
Light Industry/FMCG/Daily Necessities: Provide quick re-delivery, return and exchange, and refund services for damaged, defective or substandard products upon arrival, simplify after-sales procedures and efficiently resolve buyers’ demands.
Customized Products: Produce products strictly in accordance with buyers’ drawings, parameters and customized requirements. Provide unconditional free remaking or full refund for finished products failing to meet standards, and shall not evade after-sales liabilities on the ground of "no return or exchange for customized products".
7. Technical Support and Training After-Sales Guarantee
For B2B commercial procurement scenarios, merchants shall provide supporting technical after-sales services to ensure buyers’ normal product application, production and operation.
Free Technical Guidance Guarantee: Provide free product installation, commissioning, operation and daily maintenance guidance after delivery, together with corresponding operation manuals, technical documents and parameter drawings.
Fault Technical Troubleshooting Guarantee: In case of technical faults or operational abnormalities during product use, merchants shall provide remote troubleshooting assistance and repair guidance in a timely manner and deliver effective solutions.
After-Sales Technical Upgrade Guarantee: If firmware upgrade, technical update and process optimization services are stipulated in the contract, merchants shall perform the update services free of charge with no extra charges.
8. After-Sales Expense Full Undertaking Guarantee
All derivative expenses arising from merchant-liable after-sales problems shall be independently borne by merchants, implementing a zero-fee after-sales mechanism for buyers.
Merchants shall bear all expenses arising from their liabilities, including cross-border round-trip logistics fees, customs clearance fees, detention fees, warehousing fees, maintenance fees, material fees, testing fees and re-delivery freight.
Merchants shall compensate buyers for reasonable losses such as construction period delays, labor losses and alternative procurement price differences verified by the Platform, which are caused by merchants’ quality problems and performance errors.
Merchants are strictly prohibited from charging overseas buyers any extra fees in any name, including maintenance fees, service fees, handling fees and re-delivery fees.
9. Dispute Arbitration and Transaction Security Guarantee
The Platform provides full-process transaction security protection for overseas buyers to safeguard their legitimate rights and interests. Merchants shall unconditionally abide by the Platform’s arbitration mechanism.
Merchant Active Evidence Submission Guarantee: In the event of after-sales disputes, merchants shall submit delivery vouchers, quality inspection reports, communication records and performance certificates within the specified time limit. Failure to provide evidence on time will result in direct determination of full liability on merchants.
Enforceable Arbitration Results: Merchants shall immediately execute all arbitration results issued by the Platform including refund, compensation, re-delivery and replacement. For refusal to execute, the Platform will directly deduct deposit for buyer compensation and impose penalties including store traffic restriction, account freezing and store clearance.
Chargeback Risk Guarantee: For credit card chargebacks and Platform disputes caused by merchants’ product, service and performance problems, merchants shall independently defend disputes and bear all resulting losses, with the Platform providing auxiliary support. All chargeback consequences shall be borne by merchants.
Lifelong Liability Investigation Guarantee: For all after-sales problems occurring within the warranty period after transaction completion and buyer’s confirmation of receipt, the Platform has the right to pursue merchants’ liabilities continuously without restriction of transaction completion status.
10. After-Sales Integrity and Compliance Operation Guarantee
Merchants shall perform contracts in good faith, refrain from false commitments and malicious liability evasion, and maintain the Platform’s overseas reputation and transaction order.
All pre-sales and after-sales commitments shall be fulfilled truthfully. Verbal warranty denial after transaction and false commitments to deceive buyers are prohibited.
Inducing buyers to close work orders, cancel disputes or confirm receipt falsely to evade after-sales liabilities is prohibited.
Malicious delay, prevarication, loss of contact and passive handling of after-sales problems are prohibited. All dishonest violations will be recorded in merchants’ credit files.
11. Clear Exemption Definition
To ensure fairness for both buyers and merchants, only the following scenarios shall be exempted from merchants’ after-sales liabilities, with no other exemption circumstances:
Product faults and damages caused by buyers’ violent damage, unauthorized disassembly and modification, or irregular operation.
Product aging, damage and failure caused by buyers’ non-compliant storage and use.
After-sales problems caused by force majeure events including natural disasters, wars and sudden changes in local policies.
Final Implementation Instructions
These Terms constitute the standardized and fully covered overseas buyer after-sales guarantee system of UKKR Platform, serving as the sole official basis for after-sales performance of all merchants’ cross-border transactions. It covers the entire process including inquiry, order acceptance, production, inspection, delivery, warranty and dispute resolution. The Platform will strictly regulate merchants’ after-sales behaviors, handle disputes and enforce compensation and penalties in accordance with these Terms, so as to fully protect the transaction security and after-sales rights and interests of all global overseas purchasers.
