WestMonth Independent Platform After-Sales Service Rules
Version No.: February 2025 Edition
Latest Revision Date: March 19, 2025
Effective Date: March 19, 2025
I. Applicability of After-Sales Service Rules
These After-Sales Service Rules (hereinafter referred to as the "Terms") apply to all successfully registered users (including individuals, entities, distributors, etc.) of the WestMonth Independent Platform (website: https://www.westmonth.com/) who utilize the platform’s services. Any after-sales issues arising from products purchased through the WestMonth Independent Platform shall be handled in accordance with these Terms.
II. Important Notices & Clarifications
1. Scope of Application & Third-Party Service Liability
These Terms explicitly apply to all products and services provided by the WestMonth Independent Platform. They do not cover any third-party services. If distributors choose to use third-party services, they must comply with the relevant terms and conditions of those third-party providers. WestMonth Independent Platform assumes no responsibility for third-party services.
Key clauses in these Terms are highlighted in bold, underlined, or other prominent formats. Distributors should pay special attention to them. For any inquiries regarding these Terms, distributors may contact WestMonth’s customer service at any time.
2. Applicability of After-Sales Rules
For products purchased before the effective date of these Terms, any after-sales issues will be handled according to the then-current after-sales service rules. For products purchased after the effective date, these Terms shall apply.
3. Updates & Public Notice of Terms
WestMonth Independent Platform reserves the right to modify these Terms as needed for operational purposes. All updates will be announced via platform notices. Distributors may check the latest version of the After-Sales Service Rules under the "Service Rules" section in the platform’s "Rules Center."
Continued use of the platform’s services after registration or receipt of a notice regarding changes to these Terms constitutes acceptance of the Terms and any subsequent modifications.
III. After-Sales Issues Related to Logistics
1. After-Sales Service Timeframes
Logistics Issues:
· If the product is not received within 20 working days after payment, the platform will provide customer claim assistance.
(Note: Only applies to orders shipped by WestMonth. For third-party shipping, WestMonth only supports outbound logistics and does not handle after-sales issues post-shipment.)
Product Issues (Damage, Leakage, etc.):
· Distributors have the right to file an after-sales claim within 20 natural days after payment if they encounter:
o Product quality issues
o Shortages in quantity
o Incorrect shipments
2. After-Sales Handling Methods
Distributors must provide supporting evidence for claims. WestMonth will review the evidence and process the claim accordingly:
|
Region |
Shipping Method |
Issue Type |
Liability |
Compensation Standard |
Remarks |
US/EU/AU
|
Platform Pickup
|
Lost |
No liability |
No compensation |
Buyer may claim from logistics provider |
Damaged | No liability |
No compensation |
Buyer may claim from logistics provider | ||
Wrong shipment |
Liable |
Full wrong shipment: Re-ship at platform’s cost; Partial wrong shipment: Refund for wrong items (no shipping refund) |
Choose between re-shipment or refund |
||
|
Warehouse Shipping
|
Lost |
No liability |
Customer claim assistance (if successful, refund $4 shipping fee) |
Considered lost if no delivery after 20 days |
|
|
Delayed tracking update (>11/15 days) |
No liability |
Customer claim assistance (if successful, refund $4 shipping fee) |
|
||
|
SEA/Russia
|
Platform Pickup |
Lost/Damaged |
No liability |
No compensation |
Buyer may claim from logistics provider |
|
Warehouse Shipping |
Lost |
No liability |
Customer claim assistance (if successful, refund shipping fee) |
|
|
|
China
|
Platform Pickup |
Damaged |
No liability |
Refund for damaged items (no shipping refund) |
|
|
Warehouse Shipping
|
Lost |
No liability |
Re-ship at platform’s cost |
|
|
|
Damaged |
No liability |
Exchange/refund (platform covers costs) |
Choose between exchange or refund |
||
|
Over-shipped (>20pcs) |
Liable |
No refund; buyer must return excess (platform covers return shipping) |
|
3. Non-Eligible After-Sales Cases:
1. Minor packaging damage (<10% surface area) that does not affect product functionality.
2. Third-party last-mile shipping (responsibility cannot be determined).
3. Insufficient evidence provided by the distributor.
4. Exclusions from Product Issues:
· Color differences (due to photography, lighting, or display variations).
· Size tolerances (reasonable deviations due to manual measurement methods).
· User misuse (damage caused by improper use or failure to follow instructions).
5. Required Materials for Customer Claims:
Please provide necessary documents as per the Claim Submission Template.
IV. After-Sales Processing Fees
|
Country |
Category |
Action |
Unit |
Fee |
|
Southeast Asia |
Return Processing |
Inspection/Relisting/Destruction |
CNY/pc |
¥2.5 |
|
Southeast Asia |
Order Cancellation |
Intercept/Relist |
CNY/pc |
¥2.5 |
|
US |
Order Cancellation |
Within 1 hour (Status: Processing) |
USD/pc |
$1 |
|
US |
Order Cancellation |
Within 1 hour (Status: Picked) |
USD/pc |
$3 |
|
EU |
Order Cancellation |
Within 1 hour (Status: Processing) |
EUR/pc |
€1 |
|
EU |
Order Cancellation |
Within 1 hour (Status: Picked) |
EUR/pc |
€3 |
V. WestMonth Platform Exemptions
No claims will be accepted for:
1. Products not sold on WestMonth.
2. Claims submitted after the after-sales period.
3. Refunds issued by distributors without prior communication with WestMonth.
4. Fraudulent or malicious claims.
5. Service delays/interruptions due to force majeure.
6. Returns due to subjective dissatisfaction (distributors must set return policies accordingly).
7. Already delivered/signed packages.
VI. Refund Amount Explanation
Refunds exclude payment processing fees (charged by third-party payment providers).
· Alipay/Credit Card/WeChat Pay: Refunded to original payment method.
· Other methods: Refunded to the distributor’s WestMonth account.
VII. After-Sales Processing Time
1. Weekday claims: Processed within 15 working days.
2. Weekend/holiday claims: Processed within 15 working days after the next business day.
VIII. Dispute Resolution
If disputes arise and cannot be resolved amicably, both parties agree to submit to the jurisdiction of the People’s Court where WestMonth’s operating entity is located.