Service Commitment

HautHome guarantees that all products sold are "100% authentic and 100% directly sourced from overseas," creating a convenient cross-border import wholesale shopping experience for you. Easily browse European and American fashion essentials from the comfort of your home, giving you peace of mind and confidence!

Authenticity Guaranteed

HautHome guarantees that all products sold are genuine and original, and commits to providing a "100% Authenticity Guarantee" service.

I. What is the "Genuine Product Guarantee" service?

When shopping at HautHome, if it is legally determined that the product purchased by the buyer is counterfeit or not an original genuine item, the buyer has the right to file a complaint and report within 60 days after the transaction is completed, and apply for a "Genuine Product Guarantee" compensation. The compensation amount is limited to "three times the actual price paid by the buyer for the product plus the shipping fee paid by the buyer."

II. Conditions for Buyers to Submit a "Genuine Product Guarantee" Compensation Claim

1. The product for which the buyer has filed a compensation claim is supplied by HautHome

2. The buyer must file a claim for "Authenticity Guarantee" compensation within 60 days after the transaction is completed

3. The buyer's compensation claim complies with the relevant laws, regulations, and HautHome rules in form.

4. The buyer can provide legal and valid evidence of counterfeit goods (including but not limited to: counterfeit identification certificates issued by brand rights holders; counterfeit determination certificates issued by relevant judicial or law enforcement agencies).

III. "Authenticity Guarantee" Compensation Claim Process

1. If the merchant fails to fulfill the commitment to the genuine product guarantee service, the buyer may file a complaint by sending an email to service@HautHome.com, initiate a claim for the genuine product guarantee, and provide relevant valid evidence.

2. Upon receiving a buyer's claim for "Authenticity Guarantee" compensation, HautHome reserves the right to request necessary proof from both parties involved in the transaction for verification and judgment based on the actual circumstances

3. When HautHome determines that the buyer's "Genuine Product Guarantee" compensation claim is valid according to relevant rules, HautHome will refund the corresponding amount to the buyer.

IV. Special Instructions:

In the following scenarios, HautHome has the right not to compensate the buyer according to this service specification:

1. The service applicant is the brand rights holder or is suspected to be the brand rights holder.

Note: Rights holders of brands can initiate claims through the "Intellectual Property Protection Platform."

2. The buyer requests the merchant to produce or sell counterfeit goods, or other circumstances caused by the buyer that may result in compensation under the genuine product guarantee service.

3. The transaction subject is suspected to have been swapped by the buyer.

4. Based on current evidence, HautHome finds it difficult to judge and determine any failure to fulfill the "Authenticity Guarantee" commitment.

Note: The handling by HautHome is not the final outcome; buyers can also seek resolution through judicial channels.

Cross-border Direct Supply (Rule Interpretation)

I. Definition of Cross-border Direct Supply:

1. All cross-border goods sold by HautHome are sourced from high-quality suppliers. After consumers place an order, the goods are shipped from countries or regions outside Mainland China via international logistics or from bonded areas in China that comply with national laws and regulations. Additionally, complete logistics status information from the merchant's shipping location to the consumer's destination is provided by the logistics company.

2. Each product can be traced back to information such as the country of origin, the country of logistics departure, the import port, the customs declaration/inspection number, and the importer, ensuring that it is either originally produced overseas or originally packaged overseas.

II. Service Guarantee

HautHome shall compensate consumers according to the following standards if it fails to fulfill its commitment to provide "cross-border direct supply" services

1) Refund the actual transaction amount of the goods to the consumer, as well as other costs related to this transaction and dispute

2) Pay the consumer double the actual transaction amount of the goods as compensation, and bear the logistics costs for the purchase and return of the goods.

III. Consumer Complaints

1. If the commitment to "cross-border direct supply" service is not fulfilled, consumers can file a complaint via the HautHome reporting email at service@HautHome.com.

2. If consumers complain that the goods are not "cross-border direct supply," they must provide valid proof to HautHome, which includes but is not limited to logistics waybills and logistics tracking records.

Local returns

HautHome is committed to providing local return services for consumers. After reaching an agreement with HautHome, consumers can return products to designated locations. This ensures that consumers' after-sales service is guaranteed, offering a worry-free shopping experience throughout the entire process.