Counterfeit Complaint
CNSnap is a platform that provides Chinese goods shopping, and forwarding services, providing users with goods information search, shopping, and shipping services. During this period, CNSnap provides basic commodity inspection service, communication and confirmation with merchants as well as after-sale service to protect your legitimate rights and interests and ensure your shopping experience.
If you find that the purchased goods have counterfeit and shoddy problems, please contact our customer service or send an email to care@CNSnap.com to assist you in dealing with:
1. Receiving and inspection:
After the quality of the goods is checked and stored in the CNSnap warehouse, or you receive the parcel, if you find that the goods have quality problems or suspect their authenticity, please contact customer service as soon as possible and provide relevant evidence.
2. Complaint material:
Provide the order of the purchased goods, payment vouchers, description of the goods, as well as the evidence of the goods fake and shoddy description.
3. After receiving your complaint material, our customer service team will understand the specific situation with and assist you in communicating with the seller to solve the problem and do our best to fight for your legitimate rights and interests.
Please note that due to the authenticity of the goods involved, further professional evaluation and legal procedures may be required. If authentication by a professional appraisal organization is required, the appraisal costs will be borne by you. To protect the rights and interests of all parties, we recommend choosing formal channels and reputable sellers when purchasing to reduce the risk of purchasing counterfeit goods.
What is a 5-Day Return/Exchange Guarantee?
5-Day Return/Exchange Guarantee is a special after-sales service (including the service itself and the tech support) offered to customers by sellers on third-party platforms. Within 7 days after the product is signed (i.e. within 5 days after the product is stocked in the warehouse), the buyer can return/exchange the purchased product based on this rule and associated rules released by third-party platforms.
How to determine if the product is eligible for Return/Exchange Guarantee?
Products are either “Eligible” or “Ineligible” for the 5-Day Free Return/Exchange Service
Type | E.g. | After-Sales Service | |
Unavailable | Custom-made | Products of tailored designs | After receiving your request, we will negotiate with the seller for a return/exchange, but the final result is subject to the seller’s decision. |
Products whose packaging, tags, and accessories have been removed upon user request | Clothes whose tags have been removed | ||
Newspaper, periodicals | Subscripted books and periodicals | ||
Second-hand products | Second-hand products | ||
Products from outside the Chinese mainland | Products bought from overseas, Hong Kong and Macao regions | ||
Undergarments | Underwear, socks, leggings | ||
Adult products | Adult products | ||
Others stipulated by the seller | Subject to seller rules | ||
Food | Biscuits, candies, etc. | ||
Books（≥15） | No less than 15 books | ||
Opened products that are required to meet “Special Standards” for return packing. | For sealed products, please refer to the attached table | ||
Available |
When the product meets all of the following requirements: 1. is offered guaranteed returns by the seller; 2. is in a resalable condition as required by the seller; 3. has been stocked in the warehouse for no more than 5 days.
For products with the free shipping offer, you will be responsible for the shipping fee when returning the product. For products without the free shipping offer, you will be responsible for both shipping fees when the sellers ship the product to our warehouse and when you return the product to the seller. |
For return/exchange requests submitted within 5 days after stock-in, we will proceed per standard procedure. |
How to Request Return/Exchange Service
Within 5 days (starts at the next hour after the status changes to “Stocked in”, 5 days =120 hours) after the order status is changed to “Stocked in”, you can request return/exchange service on your page. The request might not be accepted after the time expires.
Fees：
Unconditional return/exchange fee = Shipping cost to the seller + Shipping cost from the seller + Return/Exchange service fee
Return/Exchange service fee
All users (excluding Prime members) are exempt from the Service Fee for the first return /exchange operation in each calendar month.
Additional applications will be charged as follows:
Times | Return | Exchange |
0 to 1 time | CN￥0/Time | CN￥0/Time |
2 to 5 Times | CN￥5/Time | CN￥10/Time |
6 to 9 Times | CN￥10/Time | CN￥20/Time |
Over 10 Times | CN￥20/Time | CN￥40/Time |
How to determine who is responsible for the return/exchange of the product (me, the seller, or other parties)
(Please select a reason based on the actual situation)
Notes and FAQ
Notes:
1. The refund/exchange total is based on the product price that you actually paid
2. We can only return/exchange the product for you when the seller agrees
3. Please make sure that there is enough balance in your account after requesting the return/exchange service so you can pay for the return shipping and service fee.
4. Please refer to the table below for the return packaging requirements of certain products. you will not be able to return/exchange the product when the requirement is not met.
5. For orders shipped internationally, if you wish to return an item, you will need to return the product to our warehouse in China at your own expense. All return shipping costs, as well as any additional fees incurred during the return process (including but not limited to customs duties, import taxes, etc.), will be borne by the customer. Please ensure that the item is returned in its original condition and packaging. Once we receive and confirm the returned item meets our return requirements, we will process your refund request.
Special Standards
Product Category | Special Standards |
New Sneakers | Anti-theft clasp (if any if any) and the anti-damage sticker have not been cut/removed, and are fully functional. |
Detergent/ Tampon/ Paper/ Fragrance | The one-time sealing packaging (if any) of the personal care products must remain sealed. |
Hair Care/ Wig | The one-time sealing packaging (if any) of the hair care products must remain sealed. |
Skin Care/ Body Care/ Essential Oil | The one-time sealing packaging (if any) of the products must remain sealed |
Cosmetics/ Perfume/ Beauty Tools | The one-time sealing packaging (if any) of the products must remain sealed |
Digital Products/ Home Appliances (Excluding cameras and large home appliances) | 1. The internet access permit is not damaged (destroyed). 2. There is no water damage. |
Digital Camera/SLR Camera/Camera | The shutter of SLR cameras is not pressed more than 20 times. |
Large Home Appliances | 1. LCD TV and air conditioner: have not been installed on the wall. Simple debugging is allowed. 2. Washing machine: has not been used with water. |
Models/ Anime Products/ Anime-Related Peripherals/ Cosplay Products/ Board Games | The tapes and plastic seals (when there are any) on products like models, figures, soldier figures, and BJD cannot be removed. |
Electronic Components
| 1. No welding operation. 2. The integrated circuits have never been installed on any IC base. |
Level II Category “Game Software” under Level I Category "Video Game/ Accessories/ Games/ Game Guide " | The one-time sealing packaging (if any) of the products must remain sealed |
Pet Foods, Health Products, and Drugs under Level I Category "Pets/Pet Foods and Supplies" |
The one-time sealing packaging (if any) of the products must remain sealed |
Books/ Magazines | 1. The one-time sealing packaging (if any) of the products must remain sealed 2. There are no traces of folding, water stains, stains, ink, or traces left by reading on the product. |
Level II Category "Animal Health Products/Veterinary Drugs" under Level I Category "Ranching/ Farm Products" | The one-time sealing packaging (if any) of the products must remain sealed |
The one-time sealing packaging (if any) of products like food (including supplements), cosmetics, medical devices, contraceptives, personal care supplies, adult supplies, baby diapers, books, and audio-visual products must remain sealed. “Sealed” refers to: The seals or the plastic wrap on the packaging of the product applied by the manufacturers. |
FAQ:
1. What to do when there is an after-sales problem with an order that is ineligible for the “return/exchange guarantee”?
When there is a quality issue with the product, CNSnap will verify with the seller based on the actual situation. We will figure out the final solution and notify the user. If the product has no quality issue, the return/exchange service will be unavailable based on the rules of the third-party platform. CNSnap will try to communicate with the seller and protect the user’s rights.
2. Who will be responsible for the shipping fee when using the “ return/exchange guarantee”?
The product must be new and meet the resell requirement before requesting the return/exchange service. If the product has no quality issue, the user will be responsible for the shipping fees. If there is a quality issue with the problem, the seller will be responsible for the shipping fees after the user submits the request.
3. Will there be any charges if I request the return service when the order status is “not shipped”?
Don’t worry, in this case, there will be no charge. You will only be charged when the return/exchange request meets the three conditions: First, the product has no quality issues. Second, the product is already stocked in the warehouse. Third, you have used up the free returns/exchanges allowed for this month. So, when a product is not shipped yet, we will not charge you any fee.
4. Where can I check if I still have free returns/exchanges left for this month?
You can check your free returns/exchanges of the month on the return/exchange service request page. Go to “【Orders】- Find the order you want to request the free return/exchange services for – Click 【Return/Exchange】.
5. How does the system calculate the remaining free returns/exchanges?
The shopping agent will process your request after receiving your return/exchange request. When the order status shows “Return”, the system will deduct the times from your remaining free returns/exchanges. If you submit return requests for multiple orders at the same time, the remaining free services might not be updated on time due to the delay of the interface and the final result is subject to CNSnap’s record and billing.
6. If the seller offers free shipping and shipping insurance, do I still need to pay for the shipping (the seller shipped the product to you when you purchased the product) when returning a product?
For the shipping insurance, the compensation from the insurance company is determined by the rate of product return and our sourcing account has a high rate of product return. The insurance company may decline the claim so the shipping insurance may not work. Also, for products with free shipping, the seller paid for the shipping when shipping the product to the warehouse, and you will have to pay the seller back if you request the return/exchange service. For that reason, you will pay for the two-way shipping fees when you request the return/exchange service.