Refund and Return Policy

1. Return/Refund Request

1.1 Subject to the terms and conditions of this Refund and Return Policy and the Terms of Service, buyers may request to return purchased goods ("Goods") and/or a refund before the expiration of the BeikeShop guarantee period specified in the Terms of Service.

1.2 BeikeShop provides a service at the user's request to help users address certain disputes that may arise during transactions. Before, during, or after using BeikeShop, users may resolve disagreements through private communication or seek assistance from local relevant authorities to settle any disputes.

2. Return Request

2.1 Buyers may only request a refund and/or return under the following circumstances:

a) The buyer has not received the item;

b) The item is defective and/or damaged upon delivery;

c) The received item is incomplete (missing quantity or accessories);

d) The item delivered to the buyer does not conform to the agreed specifications (e.g., incorrect size, color, etc.);

e) The item delivered to the buyer materially differs from the description provided by the seller in the product listing;

f) The received item is counterfeit**;

g) The received item is physically damaged (e.g., dented, scratched, broken);

h) The received item is defective (e.g., malfunctioning, not working as intended);

i) A private agreement has been reached with the seller, and the seller must send confirmation to BeikeShop to confirm the agreement;

j) The item is in its original packaging/sealed condition*;

k) The product is expired; or

l) The package is empty/suspicious.

*Certain categories of goods, even if kept in their original packaging/sealed condition, are not eligible for return and/or refund. The following refund and/or return options are only available to buyers located in China and Malaysia: (i) Return the item in its original packaging/sealed condition for a refund; and (ii) Apply for a refund and/or return for items in transit (i.e., items that have been shipped by the seller but not yet received by the buyer).

**The counterfeit goods return policy applies only to BeikeShop Mall and Preferred Sellers.

2.2 Buyer requests must be submitted through the BeikeShop mobile application.

2.3 Refunds and/or returns for goods purchased from BeikeShop.

2.4 BeikeShop will review each buyer’s request on a case-by-case basis and determine, at its sole discretion, whether the buyer’s request is successful.

2.5 Please note that buyers must ship or deliver the item to the location designated by BeikeShop within five (5) calendar days after the return request is approved, if required by BeikeShop.

2.6 BeikeShop has full discretion to approve or reject a buyer’s refund and return request. The buyer acknowledges and agrees that BeikeShop’s decision is final, binding, and irrevocable, and agrees not to initiate any legal proceedings or make any other claims against BeikeShop or its affiliates regarding such decision.

2.7 If the buyer has initiated legal proceedings against the seller, the buyer may provide BeikeShop with a formal notice issued by the relevant authority, requesting BeikeShop to hold the funds until a formal court ruling is issued. BeikeShop will determine, at its sole discretion, whether it is necessary to continue holding such funds.

3. Rights of Non-Mall Sellers

3.1 This section applies to all sellers except Mall sellers ("Non-Mall Sellers").

3.2 BeikeShop's decision to approve a refund or return, as per the above Section 2, is binding on the relevant Non-Mall Seller. Non-Mall Sellers agree to comply with BeikeShop's decision and take all necessary measures to execute the refund or return request approved by BeikeShop.

3.3 If BeikeShop approves a refund or return request submitted through the in-app dispute resolution center ("Online Dispute") or via a web form after the BeikeShop guarantee period ("Offline Dispute"), Non-Mall Sellers may appeal the decision by contacting BeikeShop and providing supporting evidence. Non-Mall Sellers must appeal within the period specified in BeikeShop’s written notice ("Specified Appeal Period"). If BeikeShop does not receive a response from the Non-Mall Seller within the Specified Appeal Period, BeikeShop will consider the Non-Mall Seller to have no objection to the buyer's request. If BeikeShop upholds the Non-Mall Seller's appeal, it will refund all or part of the funds to the Non-Mall Seller. The Non-Mall Seller acknowledges and agrees that BeikeShop's decision is final, conclusive, and binding, and agrees not to initiate any legal proceedings or make any claims against BeikeShop or its affiliates regarding such decision.

3.4 For any refund or return request approved by BeikeShop, BeikeShop will notify the Non-Mall Seller via email ("Email Notification") and arrange for the return of the relevant item to the address provided in writing by the Non-Mall Seller to BeikeShop, provided the address is located in the country/region where the item is sold on the website ("Local Address"). If the Non-Mall Seller fails to provide a Local Address for receiving the returned item or fails to receive the returned item within a reasonable period (as determined by BeikeShop), BeikeShop has the right to dispose of the item in any manner it deems appropriate, and the Non-Mall Seller will be deemed to have waived all rights to the item. If the Non-Mall Seller does not receive the returned item, they must notify BeikeShop within seven (7) days of receiving the Email Notification ("Notification Period"). Failure to notify BeikeShop within the Notification Period will be deemed acceptance that the item has been delivered, and the Non-Mall Seller agrees not to raise any claims or disputes regarding the item.

3.5 Notwithstanding the above, BeikeShop may, at its sole discretion, decide that an item approved for refund or return will not be returned to the Non-Mall Seller, and the Non-Mall Seller will be deemed to have forfeited all rights to the item.

3.6 For any refund or return rejected by BeikeShop, if BeikeShop has received the relevant item, BeikeShop will arrange for the item to be delivered to the relevant buyer's address as per the above Section 2.

4. Return Conditions

4.1 For items in their original packaging/sealed condition that are eligible for return or refund, and in compliance with Section 2.1, the buyer must ensure the item is unused and all tags (if any) remain attached to the item at the time of return. Without limiting the generality of the foregoing:

a) The item must be returned in its original unopened packaging, with seals and shrink wrap intact. All labels, instructions, and accompanying accessories must also be returned;

b) Clothing and wearable items must be unworn (except for trying on), unwashed, with all original tags attached, and show no signs of wear or use;

c) Health and beauty products must be unopened and in their original packaging.

4.2 For other refunds and/or returns permitted under Section 2.1, to ensure a smooth return process, the buyer should return the item (including any accompanying freebies, such as accessories) to the seller in the same condition as it was received. Buyers are advised to take photos of the item upon receipt.

5. Original Shipping and Return Shipping Costs

a) If an unforeseen error occurs on the seller's side (i.e., the item delivered to the buyer is damaged, defective, incomplete, or incorrect), the seller will bear the buyer's outgoing and return shipping costs.

b) If the buyer and seller mutually agree on a refund, the buyer should obtain the seller's consent before submitting a return request, depending on the product category. Upon mutual agreement, the return shipping costs will be borne by the seller.

c) If there is a dispute between the buyer and seller regarding responsibility for return shipping costs, BeikeShop will decide, at its sole discretion, which party bears the return shipping costs. If the buyer has exceeded the refund and/or return limit specified in Section 2.1(j) (item in original packaging/sealed condition), the buyer may be required to bear the return shipping costs.

6. Refund

6.1 A buyer will receive a refund only after BeikeShop receives confirmation from the seller that the returned item has been received. If BeikeShop does not receive a response from the seller within the specified time, BeikeShop has the right to refund the corresponding amount to the buyer without further notice to the seller. The refund will be processed via the buyer's original payment method ("Original Payment Method"). If, for any reason (including but not limited to the Original Payment Method being invalid or unavailable for receiving funds), BeikeShop is unable to process the refund via the Original Payment Method, the buyer acknowledges and agrees:

b) If a refund is issued or a voucher is provided through one of the methods above, the buyer will no longer have any rights or claims against BeikeShop regarding the refund.

6.2 If BeikeShop has approved a refund request and the purchase amount has already been paid to the seller, BeikeShop may deduct the necessary amount from the seller's account balance in accordance with the Terms of Service.

7. Communication Between Buyers and Sellers

7.1 BeikeShop encourages users to communicate with each other to resolve issues that arise during transactions. As BeikeShop is a platform for users to conduct transactions, buyers should contact the seller directly to resolve any issues related to purchased items.