I. After-Sales Service Commitment

We are committed to providing you with a worry-free and convenient shopping experience. If you are not completely satisfied with any item you have purchased, please contact our online customer service immediately. We strictly adhere to the "7-day unconditional return and exchange" policy and relevant national consumer protection laws to ensure you receive comprehensive after-sales support.

II. Scope and Rules of After-Sales Service

• Return/Exchange Timeframe: Unconditional returns and exchanges are supported within 7 days of delivery; returns and exchanges for quality-related issues are supported within 15 days of delivery.

• Item Condition: Returned items must be in new condition, with original packaging unopened/unwashed, all tags intact, and must not affect the possibility of resale.

• Shipping Cost Responsibility:

  • Quality issues, incorrect shipments, or missing items: The marketplace bears all shipping costs both ways.

  • Non-quality-related issues (7-day unconditional returns): The buyer bears the return shipping costs.

• Special Items: Fresh produce is not eligible for 7-day unconditional returns or exchanges unless quality issues are involved.

III. Return/Exchange and Refund Process

1. Submit a Request: Log in to your  account, go to "Order Center," select the order you need assistance with, click "Apply for Refund/Return," fill in the specific reason, and upload relevant supporting documents.

2. Review by Gzgrocery: Customer service will complete the review within 24 hours.

3. Return the Item: Once the application is approved, ship the item to the designated return address and enter the tracking number in the system.

4. Inspection & Refund: After the warehouse receives and inspects the returned item(s) and confirms everything is in order, the refund will be processed back to your original payment account within 3–5 business days.

IV. Customer Complaints and Resolution Mechanism

If you encounter any issues such as poor service attitude, system malfunctions, or serious disputes during your shopping experience, you may escalate the matter to a formal complaint.

• Complaint Channels: Call our official after-sales hotline at 13312813894 or send an email to cs@gzgrocery.com.

• Response Timeframe: We commit to responding to your initial complaint within 2 hours and providing a substantive resolution within 24 hours.

• Complaint Levels:

  • General complaints (e.g., shipping delays, missing parts): A customer service representative will directly follow up, provide reassurance, and arrange reshipment or compensation as needed.

  • Major complaints (e.g., product quality issues that pose risks to personal or property safety): A senior complaint supervisor will personally step in and handle the matter through one-on-one negotiation.

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    一、 售后服务宗旨

    我们致力于为您提供省心、便捷的购物体验。若您对所购商品有任何不满意，请第一时间联系我们的在线客服。我们将严格遵循“7天无理由退换货”及国家相关消费者权益保护法，为您提供完善的售后保障。

    二、 常见售后服务范围与规则

    • 退换货时效：自商品签收之日起 7 天内，支持无理由退换货；15天内，若商品存在质量问题支持退换。
    • 商品条件：退换货商品需保持全新、未拆封/未洗涤、吊牌齐全，且不影响二次销售。
    • 运费承担：
    • 商品质量问题、错发、漏发：由商城承担来回运费。
    • 非质量问题（七天无理由）：由买家承担退回运费。
    • 特殊商品：生鲜食品，非质量问题不支持七天无理由退换。

    三、 退换货/退款操作流程

    1. 提交申请：登录商城账户进入“订单中心”，选择需售后的订单，点击“申请退款/退货”，填写具体原因及上传相关凭证。
    2. 商城审核：客服将在 24小时 内完成审核。
    3. 寄回商品：审核通过后，请将商品寄至指定退货地址，并在系统内填写物流单号。
    4. 确认收货与退款：仓库收到退回商品并验货无误后，将在 3-5个工作日 内将款项原路退回至您的支付账户。

    四、 客户投诉与客诉解决机制

    若您在购物过程中遇到服务态度、系统故障或严重纠纷，可直接升级为投诉处理。

     

     

    • 投诉渠道：拨打官方售后热线 13312813894 或发送邮件至 cs@gzgrocery.com 。
    • 处理时效：我们承诺在 2小时 内响应初步客诉，并在 24小时 内给出实质性解决方案。
    • 处理等级：
    • 一般客诉（如物流延误、缺件）：客服专员直接跟进安抚并补发或赔付。
    • 重大客诉（如商品质量引发人身/财产安全问题）：由资深客诉主管直接介入，一对一协商处理。