· Description of counterfeit and inferior goods

IGLOBUY is a platform that provides purchasing and forwarding services for Chinese goods, providing users with product information search, purchasing and delivery services. During this period, IGLOBUY provides basic product inspection services, communication and confirmation with merchants, and after-sales services to protect your legal rights and interests and ensure your shopping experience.

If you find that the purchased goods are counterfeit or inferior, please contact the online customer service to complain or send an email to service@iglobuy.com to assist you in handling:

1. Receipt and acceptance:

After the IGLOBUY warehouse receives your goods and provides quality inspection photos for storage, or after you receive the package, 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 materials:

Provide the purchase order, payment voucher, product description, and evidence of counterfeit and inferior goods.

3. After receiving your complaint materials, our customer service team will understand the specific situation with you, and assist you in communicating with the seller to resolve the problem, and do our best to fight for your legal rights and interests.

Please note that due to the authenticity of the goods involved, further professional evaluation and legal procedures may be required. If certification by a professional evaluation agency is required, the evaluation fee will be borne by you. In order to protect the rights and interests of all parties, we recommend that you choose formal channels and sellers with high credibility when purchasing to reduce the risk of purchasing counterfeit goods.

[If you need to apply for package after-sales service. Please contact IGLOBUY customer service staff, provide your package number and describe the abnormal problem you encountered in detail]

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

Classification type
Examples of products (including but not limited to)
After-Sales Service

Unavailable
Customization and customization
Personalized customization and design services
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.
The warehouse has been asked to remove packaging, tags, product peripherals and accessories
Clothes with tags removed, etc.
Delivered newspapers and periodicals
Subscriptions to newspapers and periodicals
Idle and resale goods
Second-hand goods, unused goods
Overseas Purchasing/Global Purchasing
Products purchased from overseas, Hong Kong, Macao and Taiwan
Underwear
Underwear, socks, leggings, etc.
Adult products
Adult products
Merchant regulations do not support returns or exchanges
Subject to the actual store and seller
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

The merchant promises to provide free returns and exchanges of goods (except for some goods and categories) within 5 days of the goods entering the warehouse, and the goods do not affect the seller's secondary sales

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.

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.

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.
3. The one-time sealing packaging of consumables like thermal silicon grease/thermal paste, electronic glue/ encapsulating glue/ sealant/ adhesive, conductive glue, and conductive ink must remain sealed.
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, Superbuy 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. Superbuy will try to communicate with the seller and protect the user’s rights.
2. If you use "no-reason return and exchange", who will bear the freight?
Before initiating a return and exchange application, the product must be brand new and will not affect secondary sales. If the product has no quality problems, the customer must bear the purchase and return shipping costs after initiating the application. If the product has quality problems, the seller shall bear the round-trip shipping costs after the customer initiates the application.
3. If the order is not shipped and you apply for a return, will there be a charge in this case?
No charge, please don't worry, no-reason return and exchange must meet two conditions before it will be charged: first, you request a return due to non-product quality issues; second, the product is in storage and needs to be returned without reason.

4. If the seller has freight insurance and free shipping, do you still need to pay the freight sent by the seller for the return?
Regarding the explanation of freight insurance, because the insurance company's compensation is determined based on the return rate of the Taobao account, our current purchase account return rate is high, and the insurance company may not make claims, so the freight insurance may fail to claim. In addition, for free shipping products, since the merchant has paid the shipping fee in advance, if you apply for a return or exchange without reason, you need to pay the shipping fee sent by the merchant. Therefore, if you apply for a return or exchange without reason, you need to bear the round-trip shipping fee.

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