Rejected Claims

Taobao FOCUS is your assistant for purchase of taobao items and for delivery of your order to you, consequently, we are not the seller of items and we cannot be responsible for items provided by the sellers on Taobao.com – largest Chinese marketplace.

Thus, there are situations when we cannot accept the claim, the following are such cases:

We do not provide any guarantees related to time and quality of Taobao sellers’ work and third party delivery services. The processing time of purchasing and delivery of parcels indicated only for estimation purposes. You can always contact online support and get information about the status of your order.

Electronic items: we do not check the operation of electronic items, respectively, we can not guarantee their operation and exact configuration. In case of questions with such items, we can help, if possible, to exchange items or get instructions from the seller to resolve issues, but if item should be exchanged, you need to pay all shipping expenses.

A manifestation of defects after use of the product: a claim will only be accepted if item is new and have not been used.

Discrepancy between received item size and the size of item declared by the seller, a claim will not be accepted if you did not specify the correct size in your order. Also claim will be rejected if you have requested to choose individual size following your specified parameters. It remains taobao seller’s sole responsibility.

Slight difference of colors: even if we provide items photo before shipping, color shades or contrast may still differ from the real color, in particular for some bright colors, beige, brown and gray colors.

Items purchased from the seller with a low rating (hearts): these items may differ significantly from the seller’s description and their quality is difficult to predict. We recommend that you buy from taobao sellers with high rating to avoid unpleasant surprises.

Items sold at low prices, if the price is much lower than the average from other taobao sellers. Please consider this information while ordering, and select sellers and items with special attention.

Parcel damage during shipping of your taobao order, all claims concerning the integrity of the parcel should be addressed to delivery services upon delivery. Please note that you need to check the integrity of the parcel and its weight upon receipt. If you have questions, immediately make a claim to delivery company before signing the receipt of your parcel.

Please note that all claims must be made within 7 days from the date of parcel receipt.