OWDLAWSHOP Platform Refund and Funds Management Policy

This Refund and Funds Management Policy (hereinafter referred to as the "Policy") is formulated and issued by the OWDLAWSHOP cross-border e-commerce platform (hereinafter referred to as the "Platform") to clarify the rights and obligations of merchants and consumers regarding refunds, settlements, fund freezes, service fees, security deposits, and related fund management matters during transactions, ensuring fair, secure, and compliant transactions. All merchants registered and conducting business on the Platform must strictly comply with this Policy.

Chapter 1 General Provisions

1. This Policy applies to all merchants who register, join, and complete transactions on the Platform.

2. The Platform reserves the right to revise and update this Policy from time to time based on user experience, market conditions, changes in laws and regulations, and operational requirements.

3. By continuing to operate on the Platform, merchants acknowledge that they have read, understood, and agreed to comply with the latest version of this Policy.

Chapter 2 Refund Processing Principles

1. Customer Rights First

The Platform adheres to the principles of fairness and impartiality when processing all refund applications to protect the legitimate rights and interests of consumers.

Consumers have the right to request a refund if they encounter product quality issues, discrepancies between the product and its description, or non-delivery after placing an order.

2. Refund Application Time Limit

• Standard Products: Refund requests may be submitted within 15 days after order completion.

• Special Products (including but not limited to customized products and virtual products): Unconditional refunds are generally not supported. However, in cases involving significant quality issues, the Platform reserves the right to intervene and make a final determination.

3. Refund Review Process

• Consumer submits a refund request → Platform customer service conducts an initial review → Merchant provides feedback → Platform issues the final decision.

• If the merchant fails to respond within the specified time period, the Platform reserves the right to make a refund determination without further merchant input.

Chapter 3 Merchant Responsibilities

1. Merchants must ensure that all products sold on the Platform are authentic, legal, compliant, and accurately described.

2. Merchants shall not sell counterfeit, substandard, prohibited, or misleading products, nor publish false or misleading advertisements.

3. Refunds caused by merchant-related reasons, including but not limited to product quality issues, incorrect shipments, false shipments, or failure to fulfill orders, shall be fully borne by the merchant.

4. Merchants must maintain timely customer service response standards. If a merchant repeatedly fails to address customer complaints or attempts to evade responsibility, the Platform reserves the right to take appropriate actions against the merchant account.

Chapter 4 Platform Responsibilities

1. The Platform will independently and fairly review refund requests through its customer service and risk control systems.

2. The Platform reserves the right to manually review abnormal transactions and freeze funds when necessary to ensure transaction security and fairness.

3. The Platform acts as a neutral intermediary between merchants and consumers and will make decisions based on the available evidence and Platform policies.

Chapter 5 Fund Settlement and Risk Control

1. Account Settlement Cycle

The Platform will periodically settle merchant account balances based on sales performance, order completion status, and risk assessment requirements.

2. Fund Freezing Mechanism

In cases involving refund disputes, suspected violations, fraudulent activities, abnormal transactions, or other high-risk situations, the Platform reserves the right to temporarily freeze part or all of a merchant's funds.

3. Enforcement Measures

If a merchant refuses to fulfill refund obligations or comply with Platform decisions, the Platform reserves the right to deduct the corresponding amount directly from the merchant's account balance and impose additional restrictions or penalties.

Chapter 6 Other Agreements

1. The Platform reserves the right to adjust refund and fund management policies according to actual business circumstances and operational requirements.

2. Policy updates may be communicated through Platform announcements, notifications, emails, or other reasonable methods.

3. Merchants are responsible for regularly reviewing Platform announcements and policy updates.

4. Merchants shall bear full responsibility for any legal liabilities, losses, penalties, or damages arising from violations of Platform rules, policies, or applicable laws.

Chapter 7 Special Terms (Service Fees and Security Deposits)

The following provisions constitute an important part of the Platform's fund management system and shall apply to all merchants under specific circumstances.

1. Service Fee Provisions

• The Platform shall charge service fees based on the merchant's store level, cumulative withdrawal amount, and risk management requirements.

• Service fees cannot be deducted directly from the store wallet and must be paid separately by the merchant.

• Bronze Shop and Silver Shop:

• If the cumulative withdrawal amount is less than USD 10,000, a service fee equal to 5% of the withdrawal amount shall be charged.

• If the cumulative withdrawal amount reaches or exceeds USD 10,000, a service fee equal to 10% of the withdrawal amount shall be charged.

• Gold Shop:

• If the cumulative withdrawal amount is less than USD 10,000, a service fee equal to 5% of the withdrawal amount shall be charged.

• If the cumulative withdrawal amount reaches or exceeds USD 10,000, a service fee equal to 8% of the withdrawal amount shall be charged.

• Platinum Shop:

• If the cumulative withdrawal amount is less than USD 10,000, a service fee equal to 5% of the withdrawal amount shall be charged.

• If the cumulative withdrawal amount reaches or exceeds USD 10,000, a service fee equal to 5% of the withdrawal amount shall be charged.

  After initiating a withdrawal request, the merchant must pay the corresponding batch of withdrawal service fees in full within 3 business days. The payment deadline starts from the day the withdrawal request is successfully submitted. If the merchant fails to pay the service fees in full within the specified 3-day period, it will be considered a breach of contract, and the platform will impose the following penalties: A late fee of 0.8% per day will be charged on the overdue amount, and the late fee must be paid together with the original service fees

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• Service fees are collected by the Platform and used for platform operations, fund management, risk control, technical support, and related services.

• If a merchant's store qualification, store privileges, or operating rights are revoked due to violations of Platform rules, risk control policies, or operational requirements, the Platform reserves the right to charge an additional service and compliance management fee equal to 30% of the store balance at the time of withdrawal.

• Such service and compliance management fees must be paid through the merchant's security deposit account.

• Merchants who fail to pay the required service fees and related charges will be unable to process withdrawals, refunds, settlements, or other fund-related transactions until all outstanding fees have been paid.

2. Security Deposit Provisions

• If a merchant's store reputation encounters serious issues, including but not limited to order delays, shipping delays, high refund rates, repeated violations, abnormal orders, fraudulent activities, or excessive customer complaints, the Platform reserves the right to require a security deposit ranging from USD 1,000 to USD 10,000.

• The security deposit shall serve as a risk reserve fund to cover customer compensation, refund disputes, operational losses, and related expenses.

• If a store's reputation score is reduced due to order delays, shipping delays, customer complaints, refund disputes, or other service-quality-related issues, the Platform may issue a reputation correction notice to the merchant.

• Merchants must resolve the reputation issue and restore the corresponding reputation points within fifteen (15) business days after receiving the Platform's notice.

• Merchants must pay USD 100 for each reputation point restored.

• For example, if a merchant loses 5 reputation points, a security deposit of USD 500 will be required to restore all 5 points. If a merchant loses 10 reputation points, a security deposit of USD 1,000 will be required to restore all 10 points.

• Merchants may choose to restore part or all of their reputation points according to operational needs.

• The Platform will restore reputation points based on the amount of security deposit paid and approved.

• During the fifteen (15) business day correction period, merchants may continue operating their stores and apply for reputation restoration.

• If a merchant fails to restore the required reputation points within fifteen (15) business days, the Platform reserves the right to impose a Reputation Management Penalty of USD 100 per day beginning on the first day following the expiration of the correction period.

• The daily Reputation Management Penalty may be automatically deducted from the merchant's store balance, pending settlement funds, or security deposit account.

• The Reputation Management Penalty shall continue to accrue until the merchant successfully restores the required reputation points and receives Platform approval.

• Before the store reputation is fully restored and verified, the Platform may restrict store functions, withdrawal privileges, and other financial operations.

• If a merchant continuously fails to address reputation issues or refuses to fulfill reputation restoration obligations, the Platform reserves the right to suspend or permanently terminate the merchant's store qualification, operating privileges, and access to Platform services.

• If a store qualification is terminated, the merchant must re-submit application materials and complete all required reputation restoration procedures, fee payments, and review processes before reopening a store.

• The Platform reserves the right to adjust reputation restoration standards and required security deposit amounts based on violation history, complaint rates, operational records, and risk assessments.

• Merchants may apply for the return of any remaining security deposit after satisfying all reputation restoration requirements, operational conditions, and withdrawal eligibility requirements.

• If a merchant has unresolved refunds, compensation claims, penalties, or other financial liabilities, the Platform reserves the right to deduct such amounts from the security deposit before returning any remaining balance.

• Security deposit refund applications will be processed after the completion of risk assessment and account verification procedures.

Note:

OWDLAWSHOP reserves the right of final interpretation of this Policy and reserves the right to modify, update, or supplement this Policy at any time in accordance with operational requirements, risk control needs, and applicable laws and regulations.