Return policy

 

一，GRNEO Return and Exchange Policy
I. Scope of Return and Exchange Services
Return and Exchange Duration: After receiving the goods, if the goods meet the corresponding conditions, GRNEO provides 7-day or 30-day worry-free return and exchange services (the specific duration is subject to the product page). If the product involves warranty, you can contact customer service to apply for warranty within the warranty period.
2. Product Types and Return and Exchange Support:
Products Not Supporting Worry-free Return and Exchange:
Custom-made Products: Including personalized customization, design services, etc.
Perishable Products: Such as fresh fruits and vegetables, aquatic products, meat, flowers, and green plants.
Digital Products: Online downloads or opened audio and video products, computer software, etc.
Recharge Products: Recharge cards, prepaid cards, etc.
Newspaper and Periodical Products: Periodicals and magazines.
Specific Products Not Suitable for Return and Exchange: a. Products that affect personal safety or life health after being opened, or products whose quality will change after being opened; b. Products whose value depreciates significantly after being activated or tried; c. Products that are close to the shelf life or have defects and have been clearly marked for sale; d. Other products that are not suitable for return and exchange according to the nature of the product, and have been marked on the product page as "Not Supporting Worry-free Return"/"Not Supporting Worry-free Exchange"/"Not Supporting Worry-free Return and Exchange" and confirmed by the customer at the time of purchase, such as food, wine, underwear/stockings and other intimate items, gold and jewelry, electric vehicles, etc.
Products Supporting Worry-free Return and Exchange: Other products except the above types (subject to the product being in good condition and with complete accessories), such as clothing, hats, luggage, etc. (excluding those marked as "Not Supporting Worry-free Return", "Not Supporting Worry-free Exchange", "Not Supporting Worry-free Return and Exchange", and situations where out-of-stock prevents exchange).

二，Worry-free Return and Exchange Policy Introduction on Product Detail Page
1. Not Supporting Worry-free Return and Exchange: The product does not support return without reason. For example, food.
2. 7-day/30-day Worry-free Return and Exchange: The product supports return within 7/30 days after receiving due to customer's subjective reasons, but the product must be in good condition and not affect secondary sales. For example, clothing without wearing marks, no washing, no damage, and no removal of tags (if any).
3. 7-day/30-day Worry-free Return and Exchange, Not Returnable After Opening: The product supports return within 7/30 days after receiving due to customer's subjective reasons. If the product packaging has been opened, lacks accessories (including packaging), or has appearance damage, it is not applicable for return without reason. For example, beauty products, personal care products, baby products, bedding, etc., with intact plastic sealing film (if any), intact sealed packaging (if any), and unopened product caps.

三，Definition of Product in Good Condition
1. The product can maintain its original quality and function, including the product itself, packaging, accessories, gifts, and attached trademarks, tags, instructions for use, etc., all in good condition.
2. If the customer opens the product packaging for inspection or tests the product's quality and function in a reasonable and appropriate manner, it does not affect the product's good condition. If the product is used beyond the scope of inspection and testing, resulting in obvious depreciation of the product's value, it is considered not in good condition.
3. Specific requirements are as follows:
Product and Accessories Requirements: The customer must ensure that the returned product and related accessories (such as tags, instructions, warranty cards, etc.) are complete and maintain their original quality and function, without damage, contamination, tampering with anti-counterfeiting marks, activation (authorization), etc., without traces of use that are difficult to restore to their original state, and without unreasonable personal data use.
Product Packaging Requirements: For some products with special packaging, worry-free returns require the original packaging of the product, which must be kept intact. For example, electronic products or products with high packaging value (gold and jewelry, valuable gifts, etc.). The outer packaging refers to the original packaging of the manufacturer (the smallest sales unit), not the secondary packaging by the seller or logistics service provider.
Special Product Packaging Requirements: For products that cannot be returned after opening, such as cosmetics, personal care products, books, baby diapers, audio and video products, etc., if the outer packaging is sealed with a one-time seal, it should not be opened. "Sealing" means that the outer packaging of the product is sealed with a seal (sign) or overall plastic (sealing) packaging measures by the manufacturer.

四， Special Notes on Exchange
1. Except for products that do not support worry-free exchange, customers can choose to exchange for other specifications of the same product with the same price according to their needs, provided that the exchange conditions are met and the inventory is sufficient (excluding pre-sale activities).
2. Discounted products can only be exchanged for specifications with the same activity price and normal selling price at the time of purchase. Discounted products include but are not limited to the following products: flash sales, limited-time purchases, discounted products, group purchase products, etc. The rules for other discounted products are subject to the specific page instructions.
3. For gifts and other promotional products, if there is a quality problem, only the current specification of the product can be exchanged. Since the inventory of gifts and promotional products is limited, the exchange is subject to the prompt on the exchange application page.
4. Special products such as gift cards are not supported for exchange.
5. For quality problems of points-exchanged products, only the same product with the same normal selling price can be exchanged.
6. If the exchanged product has a promotional activity during the exchange, no price difference will be refunded or compensated.
7. There is no need to return the invoice for exchange.

五，Situations Not Eligible for Return and Exchange/Warranty
1. Any product not sold on the GRNEO platform.
2. Products that have exceeded the warranty period or are close to the warranty period.
3. Quality problems of products caused by unauthorized repairs, misuse, collisions, negligence, abuse, water ingress, accidents, modifications, incorrect installation, or tampering with, altering labels, machine serial numbers, anti-counterfeiting marks.
4. Warranty vouchers with information that does not match the product or has been altered.
5. Other situations that are not eligible for return and exchange according to the law.