Rufund and Return Policy

Definition

Wehome is a service connection platform. Customers can place orders directly from stores on www.1688.com through Wehome1688.com; that is, Wehome only serves as a connection and does not sell directly. All buying and selling activities occur directly between sellers, customers and third-party companies involved in providing services (payment gateways, freight companies, etc.).

For problematic orders, Wehome will negotiate returns, exchanges, etc. with sellers and third-party service providers on behalf of customers. Wehome requires all service providers to comply with the policies and fee structure of the Wehome platform.

General Rules

Feedback Time for Order Issues:

• Issues must be reported within 3 days of delivery to the customer's designated address by the last mile delivery company. Wehome reserves the right to refuse complaints after this period.

• Wehome will process complaints and respond to customers within 5 business days.

Required Customer Information:

• Customers must provide complete order information, such as order number, images/videos of the package upon opening, shipping documents, and a description of the product issue. The product must be in its original packaging, unused, undamaged, and include all original accessories and gifts. Failure to provide all information may result in an unresolved issue.

Policies

Cancellation Policy:

Orders cannot be canceled or changed after payment confirmation. For special circumstances, contact customer service. Wehome reserves the right to decide.

Return Policy:

In China:

1. Wrong Item: If the wrong item is discovered upon arrival at Wehome's China warehouse, the seller will support exchange and cover shipping costs according to Chinese market practices.

2. Incorrect Quantity: If the quantity is incorrect upon arrival at Wehome's China warehouse, the seller will support replenishment and cover shipping costs.

3. Quality Issues: Wehome does not support quality inspection and is not responsible for product quality. Transactions occur directly only between the seller and the customer.

4. Lost Items: If Wehome China warehouse does not receive the goods within 7 days after the customer places an order and the seller has shipped the goods, the Chinese market practice is for the seller to support replenishment and bear the shipping costs.

In Malaysia:

1. Wrong Item: If the wrong item is discovered upon receipt by the customer in Malaysia, Wehome supports return/exchange and covers shipping costs.

2. Incorrect Quantity: If the quantity is incorrect upon receipt by the customer in Malaysia, Wehome supports replenishment or price difference compensation (item value) and covers shipping costs.

3. Quality Issues: Wehome does not support quality inspection and is not responsible for product quality. Transactions occur directly between the seller and the customer.

4. Lost Items: If an item is lost in Malaysia, Wehome supports replenishment or price difference compensation (item value) and covers shipping costs.

• Sea Freight: In case of loss or missing goods due to logistical reasons, customers will receive full compensation for the damaged goods (up to 100% of the amount paid for the goods).

• Air Freight: For disputes caused by logistical reasons, the maximum compensation per consignment is RM 200.

Refund Policy:

In cases where Wehome supports returns or price difference compensation (item value), we will return your refund/price difference (product value)/compensation amount via the original remittance route within 7 working days.