Alvinʼs Club Returns & Refunds Policy

Alvinʼs Club is dedicated to providing a clear and efficient returns and refunds process. Below is a comprehensive guide to our policies and procedures.

1. What is the 5-Day Return/Exchange Guarantee?

The 5-Day Return/Exchange Guarantee allows customers to request a return or exchange within 5 days of the product being stocked in the Alvinʼs Club warehouse (equivalent to 7 days after delivery). This service adheres to the guidelines set by third-party platforms and the seller’s policies.

2. Product Eligibility for Return/Exchange

Eligible Products:

• The seller provides a return/exchange guarantee.
• The product is in resalable condition, as stipulated by the seller.
• The product has been stored in the warehouse for no longer than 5 days.

Note: Customers are responsible for the return shipping cost for products with free shipping at purchase. For products without free shipping, both the original and return shipping costs must be covered by the customer.

Ineligible Products:

• Custom-made or personalized products.
• Items with removed tags, packaging, or accessories.
• Second-hand products.
• Items purchased outside mainland China (e.g., Hong Kong, Macao, or overseas).
• Undergarments, socks, and adult products.
• Perishable items such as food or opened products that require sealed packaging.

3. How to Request a Return/Exchange

1. Timing: Requests must be made within 120 hours (5 days) of the product being marked as "Stocked In" in the warehouse system.
2. Process: Go to [Orders], find the relevant item, and click [After-Sales] to initiate your return/exchange request. Requests submitted after the 5-day window may not be accepted.

4. Fees for Returns & Exchanges

First Return/Exchange Each Month:

No service fees for the first return/exchange in each calendar month.

Subsequent Requests:

• Unconditional Return: Shipping cost to the seller + return shipping from the seller + ¥5 service fee.
• Unconditional Exchange: Shipping cost to the seller + two-way shipping costs from the seller + ¥5 service fee.

Note: If the seller offered free shipping at the time of purchase, the initial shipping cost must be reimbursed when requesting a return or exchange.

5. Responsibility for Fees

Responsible Party	Scenario
Customer	Change of mind: "I no longer need the product." Incorrect purchase: "I ordered the wrong product or quantity." Budget concerns: "International shipping fees exceeded my expectations."
Seller	Wrong item shipped: The product does not match the order (e.g., incorrect size, color, or model). Quality issues: The product has defects, damage, or visible stains. Damage during domestic transit: The product was damaged during transportation to the Alvinʼs Club warehouse.

6. Special Packaging Standards

Certain categories require specific packaging standards to qualify for returns. Products not meeting these standards may be deemed ineligible.

Category	Return Requirements
New Sneakers	Anti-theft tags and anti-damage stickers must remain intact and functional.
Skincare & Cosmetics	Sealing or one-time-use packaging must remain unopened and intact.
Electronics/Appliances	Items must not show signs of use or damage (e.g., no water damage, uninstalled items).
Books	No folds, stains, or reading marks.
Digital Cameras	Shutter usage must not exceed 20 presses, and items must show no signs of physical damage.

7. Frequently Asked Questions (FAQs)

Q1. What happens if my product is ineligible for return/exchange?

If the product has quality issues, Alvinʼs Club will liaise with the seller to negotiate a resolution. However, if the product is deemed to have no quality issues, returns/exchanges may not be possible based on the seller’s policies.

Q2. Who is responsible for shipping fees during a return/exchange?

For products without quality issues, the customer is responsible for all shipping fees. For products with quality issues, the seller covers the shipping fees.

Q3. Are there fees for canceling an order before shipment?

No. If your order has not yet shipped, you can cancel it free of charge.

Q4. How can I check my free returns/exchanges for the month?

Go to [Orders], locate the relevant item, and view your free return/exchange balance on the return request page.

Q5. How long does it take to process a refund?

Once a refund is confirmed, it will be initiated immediately. Refunds typically take 7-15 business days to reflect in your bank account, depending on your financial institution. For updates, please contact support@alvinclub.com.

8. Important Notes

• Refunds are calculated based on the price paid at purchase.
• Returns/exchanges can only proceed with the seller's agreement.
• Ensure your account has sufficient balance to cover any return shipping and service fees.