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Returns-and-Replacements
1. Applicable Conditions of After-Sales Service Terms
1.1. Service object:
  These terms only apply to all members who have registered a GoTen account.
1.2. Time limit of appeals
Customer is not the responsible party: Any appeals of after-sales services must be submitted to the GoTen platform within 3 months after the shipping status shows "delivered." Overdue appeals will be rejected.
Unconditional return: Within 15 natural days after the shipping status shows "delivered."

 

2. When GoTen is the Responsible Party 
2.1. Out of stock
2.1.1. Expected storage time and alternative products are available
In this case, GoTen can make shipment once the goods are in storage. Also, The shipped alternatives can be replaced in time after negotiation. (The solution depends on the customer's willingness).
2.1.2. Unavailable product

If the customer does not agree with the solution above, the customer can get a refund directly after negotiation.

 

2.2. Shipping error / Purchasing error / Wrong coding / Pending order error

Related evidence must be submitted to GoTen for verification, such as the pictures of the code in the inner and outer packing along with the photo of the products, the screenshot of the email, video, platform dispute, refund, or else. Then, whether the product has value in use depends on the customer service's judgment or inquiry from the customer, and the corresponding solution will be adopted: 

 

Product price

With value in use

Without value in use

≤$15

A. The customer can keep the item and get a partial refund (≤30% of product price)

GoTen will issue a reshipment free of charge or a full refund

B. GoTen will issue a reshipment free of charge

C. The customer can get a full refund



>$15


A. The customer can keep the item and get a partial refund (≤30% of product price)


The customer can return the item and GoTen will issue a reshipment free of charge, or a full refund after receipt of the product

B. The customer can return the item and GoTen will issue a reshipment free of charge,
    or a full refund after receipt of the product



Notes:
A. Please kindly understand that the main picture, the page of product details, and the text description of the items may be slightly different from the actual products. Therefore, this kind of appeals will be rejected unless there is an exaggeration of product functions and the wrong description.
B. If the description of the items is inconsistent with the actual product due to the pending order operation of the distributor, the platform will not accept the appeal.


2.3. Missing products
Related evidence must be submitted to GoTen for verification, such as the pictures of the code in the inner and outer packing along with the photo of the products, the screenshot of the email, video, platform dispute, refund, or else.

2.3.1. Missing product parts
1) There are separate parts that can be sent, and the platform will resend them for free;
2) No separate parts can be sent:
① GoTen will pay for a compensation of ≤30% of the product price, and recommend customers to purchase locally;
② The customer does not agree with the first solution above:
If the price of the product is no more than 15 dollars, the customer can receive a resent item free of charge or get a full refund;
If the price of the product is more than 15 dollars, the customer can return the product and GoTen will resend a correct item free of charge or issue a full refund after receiving the returned item;

2.3.2. Missing the entire product
1) GoTen will resend an entire product;

2) If the customer does not agree with the first solution, he or she will get a full refund.


3. Product Issues
3.1. Quality issue / Quality problems / Non-applicable products

Related evidence must be submitted to GoTen for verification, such as the pictures or videos (for product issues that require to be continuously displayed), the screenshot of the email, video, platform dispute, refund, or else. The after-sales service will be provided after the verification. The corresponding after-sales service will be provided after the verification:

 

Product price

Usable

Unusable

≤$15

A. The customer can keep the items and get a partial refund (≤30% of product price)

GoTen will issue a reshipment free of charge or a full refund after negotiation

B. GoTen will a reshipment free of charge or a full refund after negotiation



>$15


A. The customer can keep the items and get a partial refund (≤30% of product price)


GoTen will send an RL and issue a reshipment free of charge, or a full refund after receipt of the product

B. GoTen will send an RL and issue a reshipment free of charge, or a full refund after
    receipt of the product

 

If you can't provide any related evidence, we're sorry that you have to pay for the shipping by yourself.


3.2. Broken

Please make your appeal to the platform within 5 working days after the logistics information shows "Delivered" (Postponement for holiday or weekend is allowed). Related evidence of the wrong product should also be submitted to be verified, such as product photos, videos (for product issues that require to be continuously displayed), the screenshot of the email, platform dispute or refund, or else.


We offer the following solutions for the verified broken products:

(1) Slightly broken, without affecting the normal use

If the customer still wants the items, we will issue a partial refund for compensation, which is 30% less than or equal to the product price. If not, we can issue a reshipment free of charge or a full refund, if the product price is less than or equal to 15 dollars. But if it is more than 15 dollars, we will send an RL first, and issue the reshipment or full refund after receipt of the product.  

(2) Badly broken & unusable

In this case, we can directly issue a reshipment free of charge or a full refund. 



4. When the Customer is the Responsible Party
4.1. Repeated payment  

If the customer pays repeatedly due to website bugs or system maintenance, the platform will return the excess money after verification.  


4.2. Incorrect address
4.2.1. Return of original items to the warehouse
① If the customer doesn't want the items anymore, he or she can get a 45% ~ 55% refund of the order amount (P.S. Different membership levels provide different benefits) (the remaining 55% ~ 45% of the order amount is used to deduct some related expenses, such as packaging, sorting, warehousing, tariff, first-way and last-way freight, processing costs of return for the overseas warehouse, etc.)  
② If the customer still wants the product, he or she should make up the shipping fee and provide a correct address. Then, GoTen will issue a reshipment.

 

4.2.2. Non-original returns
If the customer has opened the parcel after receiving it, GoTen does not bear the shipping cost for the return and does not support freight collect. The customer should return the products on his/her own and corresponding solution will be adopted for different situations:


1) The price of the product is no more than 15 dollars. (Return is not recommended)
① If the customer doesn't want the product anymore, he or she can get a 45% ~ 55% refund of the order amount (P.S. Different membership levels provide different benefits) (the remaining 55% ~ 45% of the order amount is used to deduct some related expenses, such as packaging, sorting, warehousing, tariff, first-way and last-way freight, processing costs of return for the overseas warehouse, etc. For the orders less than 3 dollars, 3 dollars is charged for the warehouse management.)  

② If the customer still wants the product, he or she should make up the shipping fees and provide a correct address. Then, GoTen will issue a reshipment.

2) The price of the product is more than $15,
① If the customer doesn't want the product anymore, he or she can get a 45% ~ 55% refund of the order amount (P.S. Different membership levels provide different benefits) (the remaining 55% ~ 45% of the order amount is used to deduct packaging, sorting, warehousing, tariff, first-way and last-way freight, processing costs of return for the overseas warehouse and any other related expenses.)
② If the customer still wants the product, he/she should make up the shipping fee and provide a correct address. Then, GoTen will issue a reshipment for you.


4.2.3. If the items can not be found, no refund will be granted.

4.3. Customer issues

GoTen does not bear the shipping cost for the return and does not support freight collect under the following situations:
(1) The customer does not want this item for personal reasons;

(2)  The customer is not satisfied with the received product for the size or material, which matches the description of the pending order;

(3)  A wrong order has been placed due to the customer's personal mistakes or the distributor's wrong operation.

 

And we offer the following solutions for the issues above:
1) The price of the product is no more than 15 dollars. (Return is not recommended)
① If the customer doesn't t want the product anymore, he or she can get a 45% ~ 55% refund of the order amount (P.S. Different membership levels provide different benefits) (the remaining 55% ~ 45% of the order amount is used to deduct packaging, sorting, warehousing, tariff, first-way and last-way freight, processing costs of return for the overseas warehouse and any other related expenses.)

② If the customer still wants the product, he/she should make up the shipping fee, and GoTen will issue a reshipment.

2) The price of the product is more than $15,
① If the customer doesn't want the product anymore, he or she can get a 45% ~ 55% refund of the order amount (P.S. Different membership levels provide different benefits) (the remaining 55% ~ 45% of the order amount is used to deduct packaging, sorting, warehousing, tariff, first-way and last-way freight, processing costs of return for the overseas warehouse and any other related expenses.)
② If the customer still wants the product, he or she should return the unwanted one, make up the shipping fees, and GoTen will issue a reshipment.

PS:

① For all the customer issues, the distributor should contact GoTen customer service in time. If the end customer requests a return, he or she should fill in the RMA form provided by GoTen customer service on the parcel and then provide the tracking number to GoTen customer service.

② If the end customer returns the goods without request, the distributor should follow up the process and provide the tracking number to GoTen within 5 natural days;

③ If the end customer returns the goods without any request and tracking number, or the tracking number is offered 2 natural days after the returned product is delivered, no refund will be granted. 

 

5. When the Third Party is the Responsible Party

If the customer doesn't receive the parcel for the following reasons, he or she can request a reshipment or a full refund.

(1) The order is shipped, but the customer doesn't receive it and there is no update of the logistics track in the past 7 days.

(2) The tracking number is still a shipment label, which failed to be activated within 7 days. And there is no update of the logistics track in the past 7 days.



Note: This is the latest version of After-sales Service on GoTen Platform, which takes effect from March 7, 2020.


Have any questions?

Please feel free to contact us. Our team is always happy to hear from you.
1) You may directly submit your question here
2) You may contact us via email: support(at)goten(dot)com
3) You may contact your account manager in your GoTen account.


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