Buyer Rules for XOOBAY Cross-Border E-Commerce Platform

These Rules apply to all buyers who conduct cross-border shopping on XOOBAY. They are formulated to ensure the fairness of cross-border transactions and protect buyers’ rights and interests. These Rules shall take effect from the date a buyer registers and agrees to them, and shall have the same legal effect as the Platform’s relevant agreements.

1. Registration and Account Management

1.1 Registration Information

• Individual Buyers: Shall submit an ID card or passport (with a clear, unobstructed photo) that matches the real-name information of their payment account, a mobile phone number and email address supporting international roaming (for receiving order verification codes and logistics notifications), and a shipping address in English or the local language (must include the exact street name, house number, and postal code; e.g., Room 502, 123 Main Street, New York, NY 10001, USA) to avoid logistics loss caused by ambiguous addresses.
• Corporate Buyers: Shall additionally provide a copy of the business license with an official seal, and corporate public account information (bank name and account number, for large-value purchase settlements). All information must match the requirements of customs clearance and payment institutions to avoid order interception.
• Information Update: If core information such as the shipping address or mobile phone number changes, the buyer must log in to the "Buyer Center - Account Settings" to update it within 24 hours. The Platform shall not be liable for incorrect delivery or delays caused by failure to update information, and the buyer shall negotiate with the seller to resolve such issues.

1.2 Account Security

• Account Usage: The account is for the exclusive use of the buyer (or the authorized representative designated by the enterprise). Renting, lending, or sharing the account with others (e.g., lending the account to relatives or friends for shopping) is prohibited. The account registrant shall bear full responsibility for order tampering or payment information leakage caused by account sharing.
• Security Settings: Set a complex password (at least 8 characters long) containing uppercase and lowercase letters, numbers, and special symbols; it is recommended to change the password every 3 months. Enable two-factor authentication (e.g., mobile phone verification code, Google Email verification) and require verification when logging in on an unfamiliar device to reduce the risk of account theft.
• Abnormal Handling: If the buyer detects abnormal login (e.g., login from an unfamiliar location) or unknown orders (orders generated without the buyer’s placement), they must immediately freeze the account via the "Account Security Center" and contact the Platform’s multilingual customer service (supporting 10 languages including Chinese, English, and Japanese). The customer service will assist in checking the abnormal IP and freezing the abnormal order within 24 hours.

2. Shopping Process

2.1 Product Viewing

• Key Information to Note: ① Tax Instructions: The product detail page will indicate "tax-inclusive price" or "tax-exclusive price". Regardless of the price marked, the buyer shall bear all taxes arising from cross-border shopping, including import duties and value-added taxes (VAT) of the destination country. The Platform provides a "Tariff Estimator Tool"; buyers can enter the destination country/region and product amount to view the estimated tax (with an error margin of no more than 10%) for reference. ② Logistics Information: Confirm the logistics channel (e.g., DHL, FedEx, postal dedicated line), estimated delivery time (including customs clearance time; usually 7-15 days for North America/Europe routes, 10-20 days for Southeast Asia/Australia routes, and up to 30 days for remote areas), and whether the service covers the buyer’s location (additional remote area fees may apply for some islands or remote towns; buyers can consult the seller before placing an order).
• Language Support: If the product description is not in the buyer’s native language, click the "Translate" button on the page to switch to the target language (supporting multiple languages). If there is a discrepancy between the translated content and the original text, contact the cross-language customer service (available 7×12 hours) to confirm details (e.g., product size, material description).

2.2 Order Confirmation

• Order Splitting: If the shopping cart contains products from different shipping locations (e.g., Product A shipped from XOOBAY’s Hong Kong, China warehouse and Product B shipped from XOOBAY’s California, USA warehouse), the Platform will automatically split them into 2 independent orders. International shipping fees and tariffs (all borne by the buyer) are calculated separately for each order, and combined settlement is not supported.
• Verification Points: ① Shipping Address: Must be consistent with the address on the customs clearance document (e.g., ID card). Mark "Residential" for home addresses and "Commercial" for business addresses to avoid being required to provide additional documents during customs clearance. ② Product Specifications: Confirm the size (e.g., choose size M or L for clothing by referring to the size chart on the product detail page) and voltage compatibility (e.g., for electrical appliances, confirm whether they support the voltage of the buyer’s location; e.g., 220V in China, 110V in the USA). ③ Payment Method: Confirm that the selected method supports cross-border settlement (e.g., domestic credit cards need to enable overseas card-not-present payment in advance). ④ Cost Details: Negotiate the international shipping fee with the buyer (it is recommended to purchase shipping insurance, which usually costs 1%-2% of the product amount and covers the risk of loss or damage). Taxes shall be calculated separately and borne by the buyer.

3. Payment and Transactions

3.1 Payment Methods

• Supported Channels: ① International Credit Cards: Visa, MasterCard, and USDT. When making payments, fill in the card’s CVV code and the billing address registered with the issuing bank (must be consistent with the credit card billing address; otherwise, payment risk control may be triggered, resulting in payment failure). Specific details are subject to the instructions on the product detail page.

3.2 Payment Limits

The buyer must comply with the cross-border payment limits set by the issuing bank or payment institution (e.g., individual buyers in Mainland China have an annual cross-border shopping limit of 5,000 USD; orders cannot be placed once the limit is exceeded). If payment is rejected, check the reason in the "Payment Help Center" (e.g., risk control interception, insufficient card balance, exceeded limit) and contact the payment institution or Platform customer service for assistance.

3.3 Prohibited Behaviors

Private transfers (e.g., direct remittances to the seller’s overseas bank account, or private transfers via USDT, PayPal, or Xoo Wallet) to complete transactions are strictly prohibited. Such transactions are not protected by the Platform. If the seller fails to ship after receiving payment or provides counterfeit goods, the buyer cannot apply for a refund through the Platform and shall bear all financial losses.

3.4 Proof Retention

• Payment Confirmation: After completing the payment, the Platform will send a "Cross-Border Payment Confirmation" to the registered email address, including the order number, payment amount (both original currency and converted amount; e.g., 100 USD, converted to 690 CNY), payment time, transaction serial number, and estimated tariff amount. It is recommended to save the email to a local folder.
• Bill Retention: Simultaneously save the bill issued by the payment institution (e.g., monthly credit card bill transaction records) and mark the corresponding order number. This is for future tariff verification (e.g., the buyer shall make up the difference if the actual customs clearance tax differs from the estimated amount), refund applications (payment proof is required to confirm payment), or dispute resolution (e.g., if the seller denies receiving payment).
• Record Inquiry: Order transaction records can be viewed permanently in the "Buyer Center - My Orders". The Platform will retain the records for at least 1 year (in compliance with cross-border transaction supervision requirements). Buyers can export PDF versions of the certificates (including order details and payment records) at any time for tax filing or corporate reimbursement.

4. Shipping and Logistics

4.1 Shipping and Customs Clearance

• Shipping Time: The seller must ship the goods within the time specified on the product detail page (ordinary products: within 72 hours after payment; pre-ordered products: the "pre-order period" must be clearly marked, with a maximum of 30 days; e.g., "Pre-order, ships within 20 days after payment"). If the seller fails to ship on time, the buyer can file a "late shipping complaint" via the "Order Detail Page - After-Sales Service". After verification, the Platform will compensate the buyer with a "Cross-Border Logistics Coupon", with a compensation amount of 5-10 USD (the specific amount shall be negotiated with the seller). The coupon can be used to deduct international shipping fees for future purchases and is non-refundable for cash.
• Customs Clearance Cooperation: The buyer shall bear all customs clearance taxes.

4.2 Receipt and Inspection

• Logistics Tracking: The buyer can view the full logistics track in the "Order Detail Page - Logistics Tracking", including "Seller Shipped - International Transportation (showing flight number/ship name) - Destination Country Customs Clearance (showing clearance progress, e.g., "Clearing in Progress" or "Clearance Completed") - Local Delivery (showing courier information and estimated delivery time)". If the logistics information is not updated for more than 72 hours (e.g., stuck in "International Transportation" with no progress), contact the Platform’s "Cross-Border Logistics Customer Service". The customer service will coordinate with the logistics provider to verify the goods’ location and feedback to the buyer within 2 working days.
• Receipt Verification: When receiving the goods, the buyer must verify the information on the courier waybill on the spot (confirm that the order number and product quantity match the order). If the package is damaged (e.g., crushed carton, torn sealing tape) or the waybill information is unclear, immediately take photos of the package’s appearance and the waybill (clearly including the order number), refuse to sign for the package, and file a "Package Abnormality Appeal" on the Platform within 24 hours by uploading the photo evidence. The Platform will coordinate with the logistics provider to conduct a damage assessment. If the damage is confirmed to be caused by logistics, the Platform will assist the buyer in applying for a refund or reshipment, but the buyer shall bear the international shipping fees and taxes for reshipment.
• Unboxing Inspection: It is recommended to inspect the goods within 48 hours after signing for them (cross-border goods have a long transportation cycle; avoid exceeding the after-sales time limit). Record a video during unboxing (from opening the package to showing the product details to prove the product’s condition). If there is a missing quantity (e.g., 2 items ordered but only 1 received) or quality issues (e.g., electrical appliances fail to start, clothing has holes), immediately take photos/videos of the product and contact the seller or Platform customer service to apply for after-sales service. If the goods are lost during transportation (logistics shows "Shipped" but no delivery within 30 days): ① If shipping insurance was purchased, the insurance company will compensate the buyer based on the actual payment amount of the product (usually credited within 7 working days), and taxes are not covered by the compensation. ② If no shipping insurance was purchased, the Platform will coordinate with the seller to reship the goods or provide a full refund within 5 working days, and the seller shall bear the costs for reshipment.

5. Returns and Exchanges

5.1 Eligible Scenarios for Applications

• Quality Issues: The product has inherent defects (e.g., electronic products display errors when turned on, missing furniture parts, expired food). The buyer must provide "photos/videos of the product issue + order screenshot", with photos clearly showing the defective part (e.g., take a photo of the electrical appliance’s error interface and mark the error code).
• Discrepancy with Description: The actual product differs significantly from the description on the detail page (e.g., severe color deviation, size discrepancy exceeding 3cm, material discrepancy such as "marked as cotton but actually polyester"). The buyer must provide a "comparison chart between the actual product and the description" (e.g., place the product photo on the left and the detail page description screenshot on the right).
• Seller Sent Wrong Item: The received product does not match the order information (e.g., ordered blue but received black, ordered size M but received size L). The buyer must provide "photos of the received product + order screenshot" and mark the details of the wrong item.
• 7-Day No-Reason Return: Applicable to products excluding customized products (e.g., engraved jewelry, customized furniture), perishable goods (e.g., fruits, seafood), personal care products that affect secondary sales after opening (e.g., cosmetics, skincare products), and clearance products marked "No Returns/Exchanges" with the buyer’s confirmation. The buyer must submit the application within 7 days after receiving the goods, and the product must remain "unused, unopened, and with complete accessories" (e.g., clothing tags not cut, electrical appliance packaging unopened).

5.2 Process and Cost Responsibility

• Application Process: Log in to the "Buyer Center - My Orders", find the corresponding order, click "After-Sales Application", select "Return" or "Exchange", fill in the reason for the application (e.g., "Quality Issue - Fails to Start"), upload photo/video evidence, and submit. The Platform will review the application within 24 hours. After approval, the Platform will provide the address of a domestic return warehouse (e.g., buyers in China return to the Shenzhen, Guangdong warehouse; buyers in the USA return to the Los Angeles, California warehouse). The buyer must ship the product to the return warehouse within 7 days and enclose a note in the package with the order number and buyer’s nickname.
• Cost Responsibility: ① Seller’s Responsibility (Quality Issues, Wrong Item, Discrepancy with Description): The buyer can apply to the seller for compensation for the international shipping fee for returning the product, with a compensation amount of 5 USD (non-refundable for cash, usable for deducting shipping fees in future purchases). The buyer shall bear the customs clearance taxes and product damage during return transportation. ② Buyer’s Responsibility (7-Day No-Reason Return, Wrong Specification/Color Due to Personal Reasons): The buyer shall bear the international shipping fees, customs clearance taxes, and all other costs incurred during the return. The product must not affect secondary sales (e.g., no opening, no usage traces, no missing accessories). If the product fails to meet the requirements, the seller may refuse to accept the return, and the buyer shall bear all losses.
• Special Note: For countries/regions with strict customs clearance policies (e.g., Brazil, Russia, Argentina), some products may be marked "No-Reason Returns Not Supported in This Region" on the detail page due to "high difficulty and cost of return customs clearance". Buyers must confirm this carefully before placing an order to avoid being unable to return the product later. The buyer shall bear all taxes already incurred.

6. Reviews and Complaints

6.1 Product Reviews

• Review Requirements: Reviews must be based on real shopping experiences and may cover product quality (e.g., "Soft fabric, fine craftsmanship"), cross-border logistics efficiency (e.g., "Received in 12 days, faster than expected"), customs clearance convenience (e.g., "No additional documents required, smooth clearance"), and seller service (e.g., "Prompt responses to inquiries, detailed explanations"). Posting false reviews (e.g., reviewing "Good product" without placing an order), malicious reviews (e.g., "Will give a bad review if not discounted"), or irrelevant content (e.g., advertisements, politically sensitive information) is prohibited. Violations will result in the review being deleted and the buyer’s "credit score" being deducted.
• Multilingual Support: Buyers can submit reviews in their native language, and the Platform will automatically translate them into English for international sellers to view. If the buyer disagrees with the translation result, they can manually modify the translated content (e.g., adjust the expression to ensure accurate intent). The seller must reply in the buyer’s review language or English within 24 hours. Failure to reply in a timely manner or providing perfunctory replies (e.g., only "Thank you") will result in a reminder from the Platform; repeated reminders without improvement will lead to a deduction of the seller’s "service score".

6.2 Complaints and Feedback

• Complaint Channel: For special issues in cross-border shopping (e.g., customs clearance failure, international logistics loss, tariff disputes, seller refusal of after-sales service), submit an application via the "Buyer Center - Customer Service Center - Cross-Border Complaint" and upload "order screenshots + relevant evidence (e.g., customs clearance rejection notice, logistics abnormality certificate, communication records)". The Platform will assign a "Cross-Border Dispute Specialist" (familiar with the cross-border transaction rules of the destination country) to handle the issue within 7 working days. The handling result will be notified to the buyer via in-site message and email. For tariff disputes, the principle of "buyers bear taxes" shall apply.
• Feedback and Optimization: Buyers can submit suggestions for cross-border services via the "Platform Suggestion Box" (e.g., "Hope to add local payment methods for a certain country", "Suggest optimizing the logistics tracking interface"). The Platform will publish the "Buyer Feedback Optimization List" in the "Buyer Center - Announcements" monthly to ensure timely response to buyer needs.

7. Prohibited Behaviors

• Evading Supervision: Splitting orders (e.g., splitting a 500 USD order into multiple 100 USD orders) to evade the destination country’s tariff policies or personal shopping limits is strictly prohibited. If detected by the Platform, order processing will be suspended, and the buyer will be required to merge orders or provide additional explanations. Severe violations will result in restricted cross-border shopping rights, and the buyer shall make up the tax difference already incurred.
• Abusing Rights: Misusing the "cross-border 7-day no-reason return" policy to occupy the seller’s inventory (e.g., placing multiple orders and returning them within a short period, replacing old products with new ones when returning) is prohibited. Forging "logistics abnormality certificates" or "product quality issue photos" to defraud refunds is also prohibited. Violations will result in the buyer’s "credit score" being deducted (buyers with a credit score below 60 will be ineligible for Platform promotional activities); severe violations will lead to account termination.
• Fraud and Violations: Using another person’s account for cross-border shopping (e.g., registering an account with another person’s ID card, making payments with another person’s payment account) is prohibited. Publishing information that "guides offline transactions" (e.g., asking the seller to "add WeChat to send product links and make payments via WeChat" during communication) is also prohibited. The involved buyer’s account will be terminated, and the Platform reserves the right to pursue legal liability.

8. Privacy Protection

• Data Collection: The Platform only collects personal data necessary for cross-border shopping, including identity information (for customs clearance), shipping address (for international logistics), payment information (for cross-border settlement), and contact information (for order notifications). It does not collect information unrelated to cross-border transactions (e.g., religious beliefs, health data). For purchases made by minors, a guardian must provide identity information and authorization; otherwise, the Platform will refuse to process the order.
• Data Usage: Collected information is only used to provide cross-border services (e.g., customs clearance declaration, logistics delivery), optimize user experience (e.g., recommending products based on shopping preferences), and send necessary notifications (e.g., order status, logistics updates). It is not used for other unrelated purposes. The Platform will protect the security of cross-border data transmission in accordance with regulations such as the EU General Data Protection Regulation (GDPR) and the Personal Information Protection Law of the People’s Republic of China, through measures including data encryption and signing data processing agreements.
• Buyers’ Rights: Buyers can check the usage of their personal data at any time in the "Buyer Center - Privacy Settings"; they can apply to correct incorrect data (e.g., correcting the postal code in the shipping address) or delete redundant data (e.g., deleting the shipping address of a canceled order); they can also apply to stop unnecessary data transmission (e.g., refusing to share non-logistics-essential information with third-party logistics providers). The Platform will respond to such requests within 15 working days.