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TangCN Platform After-Sales Service Policy

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  • 2026-01-19
  • HIGO代购商城

TangCN Platform After-Sales Service Policy

I. After-Sales Service Scope & Eligibility

TangCN provides standardized after-sales support for all legitimate orders completed through the official website, covering issues arising from product quality, logistics anomalies, order errors, and service disputes. To ensure smooth processing, users must meet the following eligibility criteria:

  1. Hold a valid order number and complete transaction records (including payment proof, order confirmation, and logistics tracking information).

  2. Initiate after-sales requests within the specified timeframes (detailed in Section II) and provide clear evidence (such as unaltered photos/videos of products, parcel packaging, and defect details).

  3. Products must remain in their original condition (unworn, unused, with intact tags and packaging) unless the after-sales claim is due to quality defects or shipping damage.

  4. Prohibited items, customized products (with non-standard specifications confirmed by the user), and products damaged due to improper use by the user are excluded from after-sales service.

II. After-Sales Request Timeframes

  1. Quality Defect Claims: Submit a request within 7 working days after receiving the parcel. Evidence must include clear photos/videos of the defect, product tags, and packaging to verify that the issue existed prior to delivery.

  2. Logistics Anomalies:

    • For lost parcels: Initiate a claim within 30 days after the warehouse ships the order (if no tracking updates are available for 15 consecutive days).

    • For damaged or missing items: Report within 3 working days of receipt, providing unboxing videos (continuous, without cuts) and photos of the damaged packaging/items.

  3. Order Error Corrections:

    • Modify order details (e.g., delivery address, logistics route) within 24 hours of placing the order; no modifications are allowed after the warehouse has processed the parcel.

    • For incorrect product delivery (due to platform error): Notify customer service within 5 working days of receipt, with proof of the received product and order confirmation.

  4. Refund/Return for Non-Quality Reasons: Eligible only if the product is unused and unopened. Submit the request within 3 working days of receipt, and bear the round-trip logistics costs.

III. After-Sales Processing Procedures

1. Request Initiation

  • Channels: Contact customer service via WeChat (account: 297400506) or QQ Email (514196898@qq.com), specifying the order number, after-sales type (refund, return, exchange, compensation), and attaching relevant evidence.

  • Required Information: Provide full name, contact number, order number, date of receipt, detailed description of the issue, and supporting materials (photos/videos must be clear and unedited).

2. Platform Verification

  • The after-sales team will review the request and evidence within 2-3 working days. For complex cases (e.g., logistics disputes, ambiguous quality issues), verification may take up to 5 working days.

  • If additional evidence is needed, customer service will notify the user via the contact channel; failure to provide sufficient information within 3 working days may result in the request being rejected.

3. Disposal Plan & Implementation

  • Refunds:

    • For eligible quality defects or platform errors: Full refund (including product price, service fee, and original freight) will be processed within 3-5 working days after verification. Funds will be returned to the original payment channel.

    • For non-quality-related returns: Refund of the product price (excluding freight and handling fees) after the warehouse confirms receipt and inspection of the returned item.

  • Returns/Exchanges:

    • Returns: The user is responsible for shipping the product back to the designated Hong Kong warehouse (address: RM03, 24/F, HO KING COMM CTR, 2-16 FAYUEN ST, MONGKOK KOWLOON, HONG KONG). The platform will cover the re-shipping fee for exchanges due to quality issues; users bear the cost for non-quality-related exchanges.

    • Exchanges: Available only for the same product (different size/color, if in stock). The exchange will be processed within 3 working days after the returned item is inspected.

  • Logistics Compensation:

    • For lost parcels: Compensation will be based on the actual product value (up to the maximum limit specified by the selected logistics route) plus the paid freight, after confirming loss with the courier.

    • For damaged items: Compensation amount will be determined based on the extent of damage, verified by photos/videos and warehouse inspection results.

4. Result Notification

The platform will inform the user of the final disposal result and implementation timeline via WeChat or email. Users can track the after-sales progress through order management on the official website or by consulting customer service.

IV. Special Notes

  1. Evidence Requirements: Unboxing videos must include the entire process of opening the outer packaging and inner product, clearly showing the parcel’s integrity and the product’s condition. Photos must capture defects, product tags, and order information (e.g., shipping label) to ensure authenticity.

  2. Freight Clarification: For returns/exchanges due to user reasons (e.g., change of mind, incorrect address), the user shall bear all logistics costs, including international shipping fees and potential customs duties.

  3. Customs & Duties: For cross-border returns, users are responsible for complying with the customs regulations of both the destination country/region and Hong Kong. Any additional fees (e.g., customs duties, storage fees) incurred due to non-compliance will be borne by the user.

  4. Dispute Resolution: If the user disagrees with the platform’s after-sales decision, they may provide additional evidence for re-verification. If a consensus cannot be reached, both parties may resolve the dispute through third-party mediation or legal channels in accordance with relevant laws and regulations.

V. After-Sales Support Channels

  • WeChat Consultation: Add friend with account :hy20230809 (preferred for real-time communication and quick updates).

  • Gmail Email: (for formal evidence submission and written confirmation).

  • cntangshopping@gmail.com

  • Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT+8); after-hours requests will be processed on the next working day.

TangCN is committed to providing transparent and efficient after-sales service. For further details, refer to the "Help Guide" section on the official website or contact customer service for personalized assistance.