PHMC Global Commerce

Effective date of modification: January 17, 2023

PHMC Global Commerce merchants pledge that all goods sold by them are “overseas genuine guaranteed goods, directly supplied from overseas, local return”, creating a more efficient cross-border shopping experience for you, and allowing you to easily purchase international merchandise without leaving your home, and giving you a convenient and a worry-free experience!

Genuine Goods Guarantee

PHMC Global Commerce merchants pledge that all commodities they sell are genuine overseas goods covered by "Genuine Goods Guarantee".

I. What is "Genuine Goods Guarantee"?

Where goods purchased on PHMC Global Commerce are legally identified as counterfeit or genuine goods, the buyer has the right to lodge a complaint against the merchant and file a compensation claim within 90 days after the deal is closed. The maximum amount of compensation is "ten times the actual transaction price + shipping fee paid by the buyer".

II. On what conditions can a buyer file a compensation claim?

1. The merchant involved in the claim is a PHMC Global Commerce merchant;

2. The claim is filed within 90 days after a deal is closed;

3. The form of the claim complies with relevant laws and regulations as well as PHMC Global Commerce's rules.

4. The buyer is able to provide valid proof of inauthenticity (including but not limited to the certificate of inauthenticity issued by the brand owner or a competent judicial or enforcement authority).

III. How should a compensation claim be filed, and how is it handled?

1. If a merchant fails to provide genuine goods as guaranteed, the buyer may lodge a complaint in the following two methods:

Method One: Complain via PHMC Global Commerce's customer service hotline (400-843-2288);

Method Two: Visit "My Taobao - Previous Purchases" and click "Refund/After-sales Service Application" to file a compensation claim with PHMC Global Commerce and provide valid proof concerned.

2. Upon receipt of the claim, PHMC Global Commerce has the right to require, as the case may be, both the buyer and the merchant to provide necessary evidence for it to judge from.

3. If PHMC Global Commerce judges, based on relevant rules, that the claim is well-founded, it will deduct the corresponding amount from the merchant's deposit and pay it to the buyer.

IV. Special instructions

Notwithstanding the foregoing, PHMC Global Commerce has the right not to compensate the buyer in the following scenarios:

1. The buyer is the brand owner, or suspected to be the brand owner.

Note: Brand owners may claim their rights and interests through the Alibaba Group Intellectual Property Protection (IPP) Platform.

2. The buyer asked the merchant to make and sell counterfeits, or cut legal corners to claim the compensation.

3. The buyer placed the order for a purpose within his/her trade, business or profession.

4. The object of transaction is suspected to have been replaced by the buyer.

5. Based on current evidence, PHMC Global Commerce finds it difficult to judge that the merchant failed to provide the guaranteed genuine goods.

Note: The verdict of PHMC Global Commerce is not final. The buyer may still seek judicial recourse.

Supplied Directly from Overseas

① It means that overseas commodities sold by PHMC Global Commerce merchants are all high-quality goods directly supplied from overseas. After consumers place orders, commodities are delivered from regions or countries other than Mainland China in the way of international logics or from tariff-free zones in China, and logistics firms offer the complete logistic status information from merchants’ places of dispatch to consumer destinations. (As for goods sold to regions and countries other than Mainland China, no specific way of delivery is required compulsorily, but logistic information should be traceable.)

② Merchants participate in the imported stock traceability plan of PHMC Global Commerce. After the Customs are cleared via general trade, each commodity is provided with a traceability code for tracing information such as country of origin, country of departure, import port, customs declaration/inspection form number, and importer so as to guarantee overseas original production or overseas original package. After consumers make orders, merchants can dispatch such goods from Mainland China in the way of domestic logistics.

II. Service Guarantee

1. Any merchant that has promised to provide the “Overseas Direct Supply” but failed to perform it properly must compensate the consumer as follows:

1) return the actual amount of transaction and all other costs incurred by the transaction and resulted dispute(s);

2) pay another compensation that is the same amount of actual amount of transaction to the consumer, and undertake all logistics costs for purchasing and returning the merchandise.

2. Fulfilling all obligations for the “Overseas Direct Supply” service will not exempt the merchant from the punishment imposed by PHMC Global Commerce on such merchant as per relevant provisions Service Regulations and Rules of PHMC Global Commerce.

III. Consumer complaints

1. In case any merchant fails to perform the “Overseas Direct Supply” service commitment, consumers may file their complaints via PHMC Global Commerce service hotline 400-843-2288.

2. Consumers should present valid credentials to PHMC Global Commerce when submitting complaints about fake “Overseas Direct Supply” commodities, including but not limited to logistics cover sheets, logistics circulation records, etc.

Local Returns

Overseas merchants undertake to provide customers with local return addresses. After a customer and a merchant reach an agreement, returns can be made to a designated location, which means that a merchant selling commodities to Mainland China should offer a designated return address in Mainland China; a merchant selling commodities to Hong Kong should offer a designated return address in Hong Kong; and a merchant selling commodities to Taiwan should offer a designated return address in Taiwan, thus ensuring that the customer’s after-sale services are guaranteed, and that he / she may enjoy a worry-free shopping experience.