Tmall Global Service Pledge

天猫国际商家承诺其销售的所有商品是“海外正品保障,海外直供,当地退货”,为您创造一个便捷的跨境购物体验,足不出户轻松扫遍全球时尚精品,让您省心更放心!

    Tmall International merchants pledge that all goods sold by them are “overseas genuine guaranteed goods, directly supplied from overseas, local return”, creating a more efficient cross-border shopping experience for you, and allowing you to easily purchase international merchandise without leaving your home, and giving you a convenient and a worry-free experience!

正品保障

天猫国际商家承诺所售商品均为海外原装正品,并承诺提供”正品保障”服务。

Genuine Goods Guarantee 

Tmall International merchants pledge that all their goods are original and geniune overseas goods, and pledge to provide “Genuine Goods Guarantee” services.

一、什么是”正品保障”服务?

在天猫国际购物时,若经过合法认定买家已购得的商品为假货或非原装正品,买家有权在交易成功后90天内发起针对该商家的投诉,并申请”正品保障”赔付,赔付的金额以买家实际支付的商品价款的”退一赔四+买家支付的邮费”为限。

What are “Genuine Goods Guarantee” services?

When shopping at the Tmall International platform, where goods purchased by Buyers are legally determined to be counterfeit goods or non-original, non-genuine goods, the Buyer has the right to raise a complaint against the Merchant within ninety (90) days of the completed transaction, and apply for “Genuine Goods Guarantee” compensation. The compensation amount will be limited to “refund one (1) and compensate four (4) + delivery costs borne by the Buyer” calculated in accordance with the actual price of the goods paid by the Buyer.

二、买家提出”正品保障”赔付申请的条件

Conditions for a Buyer to apply for the“Genuine Goods Guarantee” compensation

1.买家提出赔付申请所指向的商家是天猫国际商家;

A Buyer identifies a Tmall International merchant when applying for compensation;

2.买家提出”正品保障”赔付申请应当在交易成功后的九十天内提出;

A Buyer should apply for the “Genuine Goods Guarantee” compensation within ninety (90) days of the completed transaction; and

3.买家的赔付申请在形式上符合相关法律法规及天猫国际规则的规定。

A Buyer’s compensation application complies with relevant laws and regulations and Tmall International’s rules and provisions.

4. 买家可以提供合法及有效的相关假货凭证(包括但不仅限于:品牌权利人出具的假货鉴定凭证;相关司法、执法机构出具的假货判定证明;)

A Buyer can provide legitimate and valid counterfeits examine certificates (including but not limited to: counterfeits examine certificate issued by right owner; counterfeits judgment or ruling issued by relative judicial or enforcement authorities.

三、”正品保障”赔付申请流程

“Genuine Goods Guarantee” Compensation Application Procedure

1.在满足上述申请条件的前提下,买家可在”我的淘宝-已买到的宝贝”页面通过”申请退款/申请售后”选择”收到假货”的退款原因,向天猫国际发起”正品保障”赔付申请并提供相关有效凭证。

If a Buyer fulfills the above-mentioned application conditions, the Buyer may make an application to Tmall International for a “Genuine Goods Guarantee” compensating by visiting “My Taobao – Goods Already Purchased” webpage then selecting “Application for Refund/Application for After-Sale”, choosing “Received Counterfeit Goods” as a refund reason, specifying reasons and providing related and valid certificates;

2.在收到买家”正品保障”赔付申请后,天猫国际有权根据实际情况要求交易双方提供必要证明进行确认及判定;

Upon receipt of a Buyer’s “Genuine Goods Guarantee” compensation application, Tmall International has the right to require the parties to the transaction to provide necessary proof to make a determination according to the actual situation.

3.当天猫国际根据相关规则判定买家”正品保障”赔付申请成立,天猫国际将从商家的保证金中划扣相应金额退还买家。

Where Tmall International, in accordance with relevant rules, determines that the Buyer’s application for “Genuine Goods Guarantee” compensation is valid, Tmall International will deduct the corresponding amount from the Merchant’s security deposit as a refund to the Buyer.

海外直供 (规则解读)

①指天猫国际商家销售的海外商品均为优质海外采购商品,消费者下单后,商品从大陆以外的国家或地区通过国际物流方式发出或从中国保税区发出,且有物流公司提供的从商家发货地到消费者目的地之间完整物流状态信息。(销往中国大陆以外国家地区的,不强制要求具体的发货方式,物流信息需可追踪。)

 Supplied Directly from Overseas

①It means that overseas commodities sold by Tmall Global merchants are all high-quality goods directly supplied from overseas. After consumers place orders, commodities are delivered from regions or countries other than Mainland China in the way of international logics or from tariff-free zones in China, and logistics firms offer the complete logistic status information from merchants’places of dispatch to consumer destinations. (As for goods sold to regions and countries other than Mainland China, no specific way of delivery is required compulsorily, but logistic information should be traceable.)

②商家参加天猫国际进口现货溯源计划,通过一般贸易清关完税,其每件商品有溯源码并可追溯到原产国、物流启运国、进口口岸、报关/报检单号、进口商等信息,确保海外原产或海外原包装。消费者下单后,商家可从大陆地区通过国内物流方式发出。

② Merchants participate in the imported stock traceability plan of Tmall Global. After the Customs are cleared via general trade, each commodity is provided with a traceability code for tracing information such as country of origin, country of departure, import port, customs declaration/inspection form number, and importer so as to guarantee overseas original production or overseas original package. After consumers make orders, merchants can dispatch such goods from Mainland China in the way of domestic logistics.

当地退货

海外商家均承诺为消费者提供当地退货服务,消费者与商家协商一致后可以退货到指定地点,即商品销往中国大陆的商家需提供中国大陆的指定退货地点;商品销往香港的商家需提供香港的指定退货地点;商品销往台湾的商家需提供台湾的指定退货地点。确保消费者的售后服务得到保障,享受全程无忧的购物体验。

Local Returns

Overseas merchants undertake to provide customers with local return addresses. After a customer and a merchant reach an agreement, returns can be made to a designated location, which means that a merchant selling commodities to Mainland China should offer a designated return address in Mainland China; a merchant selling commodities to Hong Kong should offer a designated return address in Hong Kong; and a merchant selling commodities to Taiwan should offer a designated return address in Taiwan, thus ensuring that the customer’s after-sale services are guaranteed, and that he / she may enjoy a worry-free shopping experience.

如中英文版本间存在任何歧义的,以中文版为准。

IN CASE OF ANY INCONSISTENCY BETWEEN THE TWO LANGUAGE VERSIONS, THE CHINESE VERSION SHALL PREVAIL.

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