UKKR International Return Policy
To standardize the after-sales process of global cross-border transactions, protect the legitimate rights and interests of both buyers and sellers, and build a fair, transparent and efficient international trade transaction environment, UKKR International Foreign Trade Mall has formulated this return and refund policy with reference to the cross-border transaction after-sales guidelines of Alibaba.com and global general foreign trade transaction specifications, combined with the actual operation conditions of the platform. This policy applies to all cross-border orders placed, paid and fulfilled on UKKR International Foreign Trade Mall. All users who complete transactions on the platform shall be deemed to voluntarily recognize and abide by all clauses of this policy.
I. Specifications for After-sales Application Time Limit
1. Regular Products: Buyers may initiate after-sales applications for return, refund and exchange in accordance with this policy within 30 calendar days after confirming receipt of goods. The platform will no longer accept online after-sales applications upon expiration, and relevant issues shall only be settled through offline negotiation between buyers and sellers.
2. Time Limit Upgrade for High-credit Buyers: Buyers with platform credit level L3 and above are entitled to exclusive extended after-sales time limits, with an additional 7 days for L3, 14 days for L4, 21 days for L5, and 28 days for L6, so as to further protect the legitimate after-sales rights and interests of high-quality buyers.
3. Special Scenario Time Limit: Orders with seller-liable issues such as product quality defects, serious discrepancy between goods and description, incorrect delivery and missing delivery are not subject to the regular 30-day basic time limit. The platform may conduct verification and handling according to actual order conditions.
II. Acceptable Return and Refund Scenarios
The platform accepts valid return and refund applications from buyers if any of the following conditions is met:
1. Product Quality Issues: Products have factory defects, functional failures, damage or other quality problems that prevent normal use and impair the transaction and use value of the goods;
2. Discrepancy with Product Description: The actual product is inconsistent with the parameters, specifications, models, materials, functions and appearance descriptions on the platform detail page, or fails to meet the confirmed sample standards;
3. Seller Performance Issues: The seller delivers incorrect or missing goods, or causes procurement losses to buyers due to delayed delivery, failing to fulfill contractual obligations as stipulated in the order;
4. Logistics Damage Issues: Products are squeezed, damaged, dampened or otherwise damaged during cross-border transportation, with complete valid logistics vouchers provided;
5. Platform Hassle-free Return Scenarios: Products marked with the platform "Easy Return" label that comply with the platform’s hassle-free return service rules.
III. Non-acceptable Return and Refund Scenarios
To avoid malicious after-sales applications and ensure transaction fairness, returns and refunds without valid reasons are not supported in the following scenarios, and the platform has the right to reject relevant after-sales applications:
1. Customized Products: Customized, modified, LOGO-printed and specially processed products made according to buyers’ exclusive requirements. Once produced and delivered, they are non-returnable and non-refundable without quality problems;
2. Personal Preference Issues: Return applications initiated by buyers due to personal preference, inconsistent size expectations, changed procurement plans, price fluctuations and other subjective reasons;
3. Manually Damaged Products: Products that have been used, manually disassembled, modified, collided, privately repaired, or have scratches, stains and wear on the appearance that affect secondary sales;
4. Products with Missing Accessories: Products with incomplete original packaging, accessories, manuals, gifts and anti-counterfeiting marks that cannot be restored to their original state;
5. Special Consumable Products: Consumables, bulk materials, short-dated products, disposable supplies and other goods that cannot be resold after outbound delivery;
6. Malicious After-sales Behaviors: Illegal profit-making behaviors including replacing old products with new ones, providing false evidence, and repeatedly submitting malicious after-sales applications. The platform will reject such applications and record the violations in the compliance file.
IV. Special Rules for Easy Return Service
The platform launches the Easy Return exclusive service for high-quality cross-border orders to provide buyers with efficient after-sales protection. The specific rules are as follows:
1. Service Coverage: Covers more than 30 mainstream trading countries and regions including the United States, the United Kingdom, Germany, Australia, Canada, the Netherlands, Italy, Russia, France and Spain. It is applicable to all compliant product categories on the platform, including RTS spot goods, inquiry transactions and customizable transactions;
2. Order Amount Protection: All eligible orders within US$1,000 enjoy the instant Easy Return service. For compliant dispute orders within US$3,000 arising from quality problems or product description discrepancy, the platform will intervene in arbitration and bear up to US$3,000 of losses and inspection fees for merchants;
3. Basic Requirements: Applications are only acceptable for product quality problems and product description discrepancy scenarios. Clear photos, videos and other evidentiary materials must be provided to ensure the authenticity and validity of after-sales claims.
V. Standard Requirements for Returned Products
1. Returned products must be brand new, unused, undamaged and unmodified, with appearance and functions consistent with the delivery state and no impact on secondary sales;
2. All original packaging, accessories, manuals, certificates, gifts and other supporting materials of the products must be returned completely without omission or replacement;
3. Product labels, anti-counterfeiting marks and identification marks must be intact without tearing, alteration or replacement;
4. Returned products must be properly packaged to avoid secondary damage during transportation. Buyers shall be solely liable for secondary damage caused by improper packaging.
VI. Rules for Freight and Expense Liability
1. Seller Liable Expenses: All round-trip logistics freight, customs clearance fees, after-sales service fees and inspection fees shall be borne by the seller for returns caused by product quality problems, product description discrepancy, incorrect or missing delivery and other seller performance errors;
2. Buyer Liable Expenses: All round-trip freight, cross-border customs clearance fees and service fees shall be borne by the buyer for returns caused by buyers’ subjective reasons, non-compliant unconditional returns (excluding eligible Easy Return orders), and product damage caused by buyers;
3. Overdue Return Fees: For non-quality-related overdue returns, the platform will charge corresponding return and exchange service fees, including outbound freight, return freight and comprehensive after-sales service fees, which will be calculated according to the order SKU quantity and logistics region;
4. Non-indemnifiable Scope: The platform shall not be liable for any indirect losses, punitive damages, labor downtime costs, claims from affiliated enterprises, personal injury and other derivative losses.
VII. Standard Return Process
1. Application Submission: Within the valid after-sales period, the buyer logs in to the platform account, submits a return and refund application for the corresponding order, fills in the exact return reason, and uploads evidentiary materials such as product problem photos, videos and logistics documents;
2. Merchant Review: The seller shall review the after-sales application within 3 to 5 working days. Upon approval, the official return address, logistics requirements and notes shall be issued; the rejection reason must be clearly specified for rejected applications;
3. Product Return: The buyer returns the goods to the designated address via compliant cross-border logistics, fills in the return logistics tracking number, and updates the information on the platform after-sales page in a timely manner;
4. Inspection and Verification: The seller shall complete product inspection within 3 working days after signing for the returned goods. Once the products are confirmed to meet the return standards, the refund or exchange process will be initiated;
5. Fund Arrival: The refund will be returned to the buyer via the original payment path within 7 working days after application approval. The actual cross-border arrival time shall be subject to the rules of the corresponding payment channel.
VIII. Arbitration Rules for After-sales Disputes
1. If buyers and sellers fail to reach a consensus on after-sales disputes, either party may apply for platform intervention and arbitration. The platform will make fair judgments based on order vouchers, evidentiary materials, logistics records and platform rules;
2. For large-value orders and complex cross-border after-sales disputes, the platform will prioritize protecting the legitimate rights and interests of the prevailing party in accordance with international foreign trade practices and platform Easy Return protection rules;
3. The platform will impose penalties including warnings, transaction restrictions, right freezing and account banning on parties in violation of rules who provide false evidence, maliciously delay after-sales processing or refuse to perform contractual obligations.
IX. Supplementary Provisions
1. UKKR International Foreign Trade Mall reserves the right to irregularly optimize and update this return policy in light of cross-border trade policies and platform operation conditions. The updated policy shall take effect immediately upon public announcement on the platform;
2. Matters not covered by this policy shall be settled through friendly negotiation between buyers and sellers. If negotiation fails, the platform arbitration result shall be final;
3. If the exclusive after-sales rules on the product detail page are inconsistent with this general policy, the special provisions on the product detail page shall prevail; products without special provisions shall be governed by this general policy.
UKKR – Full-category B2B International Trade Platform
Publication Date: May 18, 2025
