CNSnap Counterfeit Complaint & Return/Exchange Rules

I. Counterfeit Complaint Process

CNSnap is a platform offering Chinese goods shopping and forwarding services, including product search, purchasing, and shipping. It provides basic inspection, merchant communication, and after-sales support to protect user rights.

Steps to Report Counterfeit Items:

  1. Report Timing: Contact customer service immediately if counterfeit or poor-quality items are found during warehouse inspection or after delivery.
  2. Required Evidence: Provide the order number, payment proof, product description, and details of the counterfeit/shoddy issues.
  3. Resolution Process: CNSnap’s customer service will investigate and mediate with the seller. Note that professional authentication (if required) is at the user’s expense.

Recommendation: Purchase from reputable sellers to reduce counterfeit risks.

II. 5-Day Return/Exchange Guarantee

A service offered by third-party sellers allowing returns/exchanges within 5 days (120 hours) of warehouse stock-in (starting the hour after status changes to “Stocked in”).

Eligibility Criteria

Eligible Products:

  • Covered by the seller’s return guarantee.
  • In resalable condition (original packaging, tags intact).
  • Stocked in CNSnap’s warehouse for ≤5 days.

Ineligible Products (Examples):

  • Custom-made, second-hand, or overseas-sourced items.
  • Undergarments, adult products, opened food, or periodicals.
  • Products with removed tags/packaging (see Special Standards below).

How to Request Return/Exchange

  1. Initiate Request: Via “My Orders” → “Shopping Orders” → Select order → Click “Return/Exchange” within the 5-day window.
  2. Seller Approval: CNSnap will process the request only if the seller agrees.

Fees

Total Cost = Shipping to seller + Shipping from seller + Service fee (tiered pricing below):

Monthly Usage Return Fee Exchange Fee
0–1 time (all users) CN¥0 CN¥0
2–5 times CN¥5 CN¥10
6–9 times CN¥10 CN¥20
10+ times CN¥20 CN¥40

Note: Prime members may have additional exemptions.

III. Special Packaging Standards for Returns

Products must meet specific conditions to be eligible for return/exchange:

Product Category Requirements
New Sneakers Anti-theft clasp and damage-proof sticker intact.
Cosmetics/Skincare/Haircare Original sealed packaging unopened.
Digital Products (excluding cameras) No water damage; internet access permit undamaged.
Cameras Shutter pressed ≤20 times.
Large Appliances (TV, AC) Uninstalled; washing machines unused with water.
Models/Anime Peripherals Original tapes/seals unbroken.

IV. FAQ

  1. Responsibility for Shipping Fees:

    • No quality issue: User pays round-trip shipping.
    • Quality issue: Seller covers shipping after confirmation.

  2. Free Returns/Exchanges:

    • 1 free return/exchange per calendar month (non-Prime users). Check remaining quota via the return request page.

  3. Refund Calculation: Based on the actual paid price.

  4. Seller Free Shipping/Insurance:

    • Insurance may be invalid due to high return rates. Users must reimburse seller-paid shipping for returns.

Disclaimer: CNSnap facilitates communication but relies on seller approval for returns/exchanges. Ensure sufficient account balance for fees before requesting services.