Politique de service après-vente
Quick Answer: How do I apply for after-sales service?
Open the order in My Orders and submit an after-sales request while the order is within its validity window. Upload clear evidence, then wait for warehouse and seller review. The policy normally describes processing in 3–5 business days; the exact deadline and status shown in your account control the case.
After-sales request in 4 steps
- Check the order timer. Confirm receipt status, shipment date and the remaining after-sales validity shown in My Orders.
- Open the request. Choose the order, select the issue and describe what is wrong or missing.
- Upload evidence. Add photos or video of the product, packaging, label, missing accessories and the order number.
- Follow the approved route. Wait for warehouse and seller review before returning, exchanging or accepting a compensation proposal.
Scope: This page covers after-sales requests after international delivery, such as missing items, wrong items, quality issues or transit damage. For returns and exchanges while your items are still at the China warehouse, the single deadline is 5 days (120 hours) from the In Stock status - see the Return Refund Policy.
How the validity window is calculated
The policy uses the shipment date, delivery days and receipt status. When the remaining period in the 45-day framework is at least 7 days, the example gives 7 days after confirmed receipt; when it is shorter, the remaining period is used. If receipt is not confirmed, the system may calculate the window from warehouse entry up to the stated 45-day framework.
Because the timer depends on your order dates, use the deadline displayed in My Orders as the operational cutoff. If the account timer and a policy example appear different, contact support before the earlier deadline.
I. Scope of After-Sales Service
CNCartGo is committed to providing global users with a transparent and convenient cross-border shopping experience.
After completing the order placement, payment, and delivery acceptance process on the platform, you may apply for after-sales service according to the following rules if the product has quality issues or other after-sales needs.
All after-sales applications must be submitted within the validity period and will be processed after approval by the seller and warehouse.
II. After-Sales Application Timeline and Conditions
| User Action | Conditions for After-Sale Eligibility | After-Sale Validity Period |
|---|---|---|
| Whether the user confirms receipt | Number of days from package shipment to receipt | Depends on the specific situation |
| Confirmed receipt (45 days – shipping days) ≥ 7 days | After-sale can be requested for 7 days | Example: If the package is shipped on August 1 and the user confirms receipt on August 7, the after-sale validity period is from August 7 to August 14, a total of 7 days. |
| Confirmed receipt (45 days – shipping days) < 7 days | After-sale can be requested for (45 days – shipping days) | Example: If the package is shipped on August 1 and the user confirms receipt on September 9, the after-sale validity period is from September 9 to September 14, a total of 5 days. |
| Receipt not confirmed | If shipping days < 45, after-sale can be requested within 45 days after entering warehouse | If the package is overdue and still not confirmed as received, the system will automatically calculate the after-sale validity period based on time. |
📌 Notes:
1. "Confirm Receipt" indicates the user acknowledges receiving the package with no apparent issues; if not clicked, the system will automatically confirm receipt after warehouse entry.
2. "Delivery Days" are calculated based on the shipment date recorded in the warehouse system and the user's signature date.
III. After-Sales Application Process
- Log in to your CNCartGo account and navigate to "My Orders";
- Locate the relevant order and click "Apply for After-Sales Service";
- Describe the issue and upload clear photos or videos of the product;
- The platform will forward the request to the warehouse and seller for review, typically processed within 3–5 business days;
- Upon approval, the case will be resolved according to return, exchange, or compensation policies.
IV. After-Sales Processing Types and Fee Details
| Service Type | Fee Composition |
|---|---|
| Unconditional Return | Seller's first shipping cost + warehouse return shipping cost + ¥5 service fee |
| Unconditional Exchange | Seller's first shipping cost + warehouse return shipping cost + seller's reshipping cost + ¥5 service fee |
| Return/Exchange Due to Quality Issues | Shipping and service fees are borne by the seller or supplier |
📌 Even if the original order qualified for free shipping, you will still be required to cover the initial shipping cost when returning the item.
V. Liability and Cost Responsibility
| Responsible Party | Example | Cost Responsibility |
|---|---|---|
| User's Reason | Doesn't want the item / wrong purchase / budget change | User bears the round-trip shipping cost and service fee |
| Seller's Reason | Wrong item shipped / obvious quality issue | Seller bears all related costs |
| Transportation or Warehouse Issue | Package damaged / missing accessories | Platform intervenes to coordinate and determines responsibility based on the actual situation |
VI. Important Reminders and Notes
- If a user fails to submit a claim within the valid after-sales period (e.g., exceeding 7 days after confirming receipt), the platform will be unable to process it.
- Clear product photos and a detailed description of the issue must be uploaded with the after-sales claim; failure to do so may affect the review outcome.
- Products must remain in pristine, unused, undamaged condition with all packaging, accessories, and tags intact.
- If returned items fail inspection against return/exchange criteria, the platform reserves the right to reject processing and return them as received.
- For logistics delays, address changes, or other issues, promptly contact customer service for coordination.
VII. Special Product After-Sales Restrictions
| Product Type | After-Sales Description |
|---|---|
| Customized Products | Returns or exchanges are not supported unless there are obvious quality issues. |
| Underwear, Intimate Apparel | Not eligible for return or exchange due to hygiene reasons. |
| Food, Health Products, Cosmetics | Returns are not supported once opened or unsealed. |
| Second-Hand Products | Returns or exchanges are not supported. |
| International Special Supply or Non-Mainland China Products | Not applicable to this policy. |
| Used or Missing-Accessory Products | Returns or exchanges are not supported. |
VIII. After-Sales Contact Information
For any after-sales inquiries, please contact us anytime:
📩 Email: [email protected]
📞 Customer Support: 24/7 Online
📦 Warehouse Address: Guangzhou, China
CNCartGo Commitment:
We are dedicated to safeguarding every user's shopping rights. All after-sales requests are handled with fairness, transparency, and traceability. Your satisfaction drives our continuous improvement.
Fees and responsibility at a glance
- Customer reason: Wrong purchase or change of mind generally means the customer pays the stated return shipping and service fee.
- Seller reason: A wrong item or verified quality issue is reviewed for seller responsibility and cost handling.
- Warehouse or transport issue: CNCartGo coordinates review and determines responsibility from the actual evidence.
For the detailed return/exchange rules, see the Return Refund Policy. Fees can vary by case, so do not send a return parcel until the route and amount are confirmed.
After-sales FAQ
What if I miss the validity deadline?
Requests outside the system validity window may be rejected. Contact support as soon as you notice a date problem and include the order number and screenshots of the status.
How long does review take?
The policy describes a typical 3–5 business-day review, but seller response, evidence quality and return logistics can change the actual time.
Can I request compensation instead of a return?
Some cases may be resolved by exchange, return or compensation after warehouse and seller review. Wait for the approved proposal before making a decision.
What information should I send support?
Send the order number, receipt or shipment dates, issue description, photos or video, and the result you are requesting.
Last reviewed: September 5, 2026. Marketplace rules, fees and shipping coverage change over time; check the live pages for current terms.