Return/Exchange Policy
(I) Eligibility for Returns/Exchanges
Eligible scenarios: Within 7 days of receiving the product, provide clear evidence for quality issues (damage, discrepancies in material/size/color from descriptions); 7-day hassle-free returns/exchanges require the product to be unused, with intact tags, and complete packaging/accessories (not affecting secondary sales); incorrect or missing items shipped by the merchant.
Ineligible scenarios: Lingerie that has been worn, washed, altered, or with missing tags; custom-made lingerie (including personalized designs); products damaged due to personal reasons; returns/exchanges requested beyond the 7-day window; failure to return accompanying free gifts (for bundled products).
(II) Return Process
Submit a return request: Log in to the CloudTouch official website, go to "My Orders", select the relevant product and click "Apply for After-Sales Service", choose "Return for Refund", fill in the reason and upload supporting documents (mandatory for quality issues), then submit the application.
Merchant review: The merchant will review the request within 1-3 business days. If approved, the return address will be sent via the system; if rejected, the reason will be stated, and you may reapply with additional documents or contact customer service for assistance.
Return the product: Send the product back via major courier services within 7 calendar days, keep the shipping receipt and tracking number. The product, accessories, and original packaging must be returned together to avoid damage during transit.
Merchant inspection: The merchant will inspect the returned product within 1-3 business days of receipt. Refunds will be initiated if the product meets the eligibility criteria; refunds will be denied with an explanation if not.
Refund disbursement: Refunds will be credited to the original payment method. Alipay/WeChat Pay refunds arrive within 1-3 business days, while bank card refunds take 3-7 business days. Contact customer service if the refund is delayed.
(III) Exchange Process
Submit an exchange request: Follow the same path as return requests, select "Exchange", explain the reason (e.g., incorrect size), specify the desired model/size, and upload supporting documents for quality issues.
Review and return: The merchant will review the request within 1-3 business days. Once approved, return the original product as instructed (same as the return shipping process). "Ship new item first, return old item later" is supported in some cases, subject to system notifications.
Replacement shipment and completion: The merchant will ship the replacement product within 3 business days of confirming receipt of the eligible original product. If the requested replacement is out of stock, you may negotiate to convert the exchange to a return for refund.
(IV) Shipping Fee Responsibility
Merchant liability (quality issues, incorrect/missing shipments, etc.): The merchant covers shipping fees. You may claim via shipping insurance or reimburse with valid receipts after advance payment.
Personal reasons (wrong size, change of mind, etc.): The customer covers shipping fees. Shipping insurance (if purchased) applies for corresponding compensation.
Website Terms of Service
(I) User Account Rules
Provide true, accurate personal information when registering an account; do not use others' information fraudulently.
Properly safeguard your account password and verification codes. The user is responsible for account security issues caused by improper storage.
Do not lend or rent your account. The platform is not liable for losses resulting from unauthorized account use.
(II) Website Usage Restrictions
Do not post illegal, vulgar, infringing, or other non-compliant content on the website, or maliciously attack the website system or disrupt normal operations.
Prohibited behaviors include bulk fake orders, malicious ordering, reselling products, and other actions that disrupt transaction order. The platform reserves the right to cancel relevant orders and ban accounts.
Respect the website's intellectual property rights. Do not copy or distribute website content (product images, text descriptions, etc.) without authorization.
(III) Order and Payment Rules
After successful order submission, the merchant will confirm inventory within 24 hours. Orders will be canceled and users notified if the product is out of stock.
Payment completion confirms order validity. Users must complete payment within the specified time; unpaid orders will be automatically canceled after the deadline.
Product prices are as displayed at the time of order submission. Promotion rules are as stated on the activity page, excluding taxes (unless otherwise indicated).
(IV) Privacy and Data Protection
The platform will legally protect users' personal information and will not disclose it to third parties (except as required by laws and regulations).
Users agree to the platform's reasonable use of personal information (e.g., order processing, logistics delivery, after-sales service). Information authorization can be managed via account settings.
(V) Disclaimer
The platform will make every effort to assist with order delays or non-fulfillment caused by force majeure (natural disasters, logistics suspension, etc.) but shall not be liable for additional compensation.
Product images on the website are taken of actual items. Minor color differences may occur due to lighting or monitor variations; the actual product shall prevail.
The platform is not liable for personal or third-party losses caused by user violations of these terms, and reserves the right to pursue legal liability.
(VI) Modification and Effectiveness of Terms
The platform reserves the right to modify these terms due to business adjustments. Modified terms will be posted on the website; continued use of the website after posting constitutes acceptance of the revised terms.
These terms take effect upon user account registration or first use of website services. Unspecified matters shall comply with relevant laws and regulations such as the Consumer Rights Protection Law.
