pssser.com Australian Department Store Independent Website Return and Exchange Policy
Dear ppsser.com users:
To protect your legitimate rights and interests during the shopping process and ensure a worry-free shopping experience, we have formulated this Return and Exchange Policy based on our operational practices. The following clearly explains the scope of return and exchange eligibility, application requirements, process steps, and precautions. Please read it carefully.
I. Scope of Policy Application
This Return and Exchange Policy applies only to products purchased on ppsser.com (the Australian department store independent website), and must meet the following requirements:
Products must be authentic products officially sold by Chengdu Xiangyuan Yunhong E-Commerce Co., Ltd. (hereinafter referred to as "our company") and not purchased through a third party or privately transferred.
Products requested for return or exchange must be within the specified timeframe and meet the "Return and Exchange Circumstances" listed in this policy.
II. Return and Exchange Circumstances and Time Limit
Time Limit: You must submit a return or exchange request within 14 days of receiving the product. Requests received after 14 days will not be accepted (based on the delivery receipt date; proof of receipt must be retained).
Return and Exchange Circumstances:
Product quality issues, such as damage, incompleteness, or malfunction (not caused by human error);
The received product does not match the order information, including the model, color, specifications, quantity, etc. that differ from the product selected when placing the order;
Dissatisfaction with the product's appearance or performance (the product must be unused, undamaged, and not resaleable).
Non-Return and Exchange Circumstances:
Product has been used, washed, damaged, or the packaging (including tags, labels, accessories, etc.) is missing, making it unsaleable;
Personalized products (such as engraving or custom designs);
Product issues caused by force majeure (such as natural disasters, accidental damage during transportation, and other issues not attributable to us);
Return or exchange requests without a valid reason that exceed the 14-day time limit.
III. Return and Exchange Application Process
Submitting a request: You can request a return or exchange in two ways:
Email: Send an email to service@ppsser.com. Please include the order number, product name, reason for return or exchange, your name and phone number (19212751153 is our customer service contact number and is not a valid number for requests. Please do not call this number directly to submit a request), and the delivery receipt date. Please also attach photos of the product problem (such as damage, or a comparison of the product and the order).
Customer Service: For quick response, please leave a message in the "Customer Service Center" section of our website or submit a request through the "After-Sales Request" function on the order details page. Our customer service will respond within 24 hours.
Verification: Upon receipt of your request, we will verify the product within 1-2 business days. Upon approval, we will provide you with the specific return address and instructions via email or message.
Returning Products: You must ship the product (including original packaging, accessories, gifts, etc.) to the designated return address: No. 21, 1st Floor, Unit 1, Building 2, No. 1 Beidong Street, Qingyang District, Chengdu (the same address as our company address) as instructed by customer service. Please select a courier with trackable logistics information and retain the tracking number for future tracking.
Inspection and Processing: Upon receipt of the returned product, we will inspect it within 3 business days.
Qualified Inspection: If you request a return, a refund will be processed within 3-5 business days after inspection (the refund amount will be based on the actual payment amount, and the refund will be processed through the same payment method). If you request an exchange, a replacement product will be dispatched as soon as possible after inspection. Store-wide exchanges also enjoy free shipping, and you will not be responsible for any reshipping costs.
Unqualified Inspection: If the product does not meet the return or exchange requirements (e.g., used, missing packaging, etc.), we will notify you of the reason via email and ship the product back to you. Return shipping costs are your responsibility.
IV. Important Notes
When requesting a return or exchange, please ensure that the order information (order number, product name, etc.) is accurate to avoid delays due to incorrect information.
When sending returned items, please do not include any unrelated items (such as personal letters, other ordered items, etc.) to prevent loss or confusion.
Refund processing time may vary depending on the payment platform (such as credit card, third-party payment method, etc.). Please refer to the payment platform's receipt notification for details.
If you have any questions regarding the return or exchange process, please contact our customer service at service@ppsser.com or contact our legal representative, Jiang Xi (Tel: 19212751153, weekdays 9:00-18:00). We will be happy to assist you.
Chengdu Xiangyuan Yunhong E-Commerce Co., Ltd. reserves the right of final interpretation of this Return and Exchange Policy. Any adjustments will be updated in the announcement section of the ppsser.com website. The updated policy will take effect from the date of the announcement. Thank you for your trust and support of ppsser.com! Chengdu Xiangyuan Yunhong E-Commerce Co., Ltd.