GB/T 44904-2024After-sales service—Service specification of unconditional return (English PDF)
售后服务 无理由退货服务规范
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Issued by
SAMR; SAC
Level / Type
National · Recommended
Issue date
October 26, 2024
Implementation date
May 1, 2025
Scope
GB/T 44904-2024 is the English-translated version of 售后服务 无理由退货服务规范.
GB/T 44904-2024 is the Chinese national standard covering the no-questions-asked return a shopper is owed after buying online, by television, telephone or mail order — the basic requirements that put the seven-day right in writing, the obligations placed on the operator, the conditions under which a returned item still qualifies, the return process from request to refund, and the supervision and evaluation that decide whether a promise made at the checkout is honoured once the parcel comes back. The scope stops at goods: intangible goods are outside it. First edition, in force from 1 May 2025. Issued on 26 October 2024, it has been in force since 1 May 2025.
Document preview — GB/T 44904-2024
National Standard of the People's Republic of China
- ICS
- 03.080
- Classification
- A 12
Issued by: State Administration for Market Regulation; Standardization Administration of the PRC
Contents
- PrefaceIII
- 1 Scope1
- 2 Normative references1
- 3 Terms and Definitions1
- 4 Basic Requirements1
- 5 Operator Requirements2
- 6 Return Conditions2
- 7 Return Process3
- 8 Service Supervision and Evaluation4
- References6
Foreword
This document is in accordance with the provisions of GB/T 1.1-2020 "Guidelines for standardization work Part 1: Structure and drafting rules for standardization documents" Drafting.
Please note that some of the contents of this document may involve patents. The issuing organization of this document does not assume the responsibility for identifying patents.
This document is proposed and coordinated by the National Technical Committee for Service Standardization (SAC/TC264).
This document was drafted by: Suzhou Municipal Market Supervision Administration, China National Institute of Standardization, Suzhou Gusu District Market Supervision Administration, Suzhou Consumer Rights Protection Committee, Suzhou Institute of Quality and Standardization, Zhuhai Wanda Commercial Management Group Co., Ltd., Hainan Province Inspection and Testing Institute, China Emergency Management Society, Ningbo Standardization Research Institute, Ningbo Langda Technology Co., Ltd., Taizhou Market Supervision Administration Management Bureau, Beijing Caishikou Department Store Co., Ltd.
The main drafters of this document are: Qian Ling, Wang Qiaohui, Xia Yan, Fu Qiang, Wan Fujun, Jin Zongzhen, Lin Yidan, Zhou Xingyao, Liu Na, Wang Feng, Wang Qi, Tang Zheng, Wang Mengxiang, Wu Chengxiang, Wu Qingyu, Chen Xiangdong, Fu Mimi, Zhang Yuchen, Li Haipeng, Duan Kaichi, Wang Chunli, Li Shaoyang, Wu Jiangang, Lu Hui, Ying Guogang, Zhang Jingxian, and Cao Qin.
After-sales service no-reason return service specifications
1 Scope
This document stipulates the basic requirements for after-sales service no-reason returns, operator requirements, return conditions, return process, service supervision and evaluate.
This document applies to the unconditional return of goods purchased through non-site sales (Internet, TV, telephone, mail order, etc.) and on-site sales Serve.
This document does not apply to the no-reason return service for intangible goods.
2 Normative references
GB/T 34432-2017
3 Terms and Definitions
The terms and definitions defined in GB/T 34432-2017 and the following apply to this document.
3.1 After-sales service
A series of activities and measures provided to meet customer needs after the product is sold.
Note. Goods do not include intangible goods.
[Source. GB/T 34432-2017, 2.1, with modifications]
4 Basic Requirements
4.1 Unconditional Returns for Off-site Sales
Operators who sell goods through non-site sales methods such as the Internet, television, telephone, and mail order should provide consumers with a seven-day unconditional return policy. Serve.
4.2 On-site sales without reason return
Operators who sell goods through on-site sales and voluntarily promise to provide a no-reason return service should refund the goods to consumers according to the content of the promise or the agreement between the two parties.
Provide consumers with no-reason return service.
4.3 Management of returns without reason
4.3.1 Operators should establish and improve a no-reason return service management system, provide consumers with no-reason return services, and coordinate the handling of consumer disputes.
It is convenient for consumers to return products without any reason quickly and conveniently.
4.3.2 Operators should establish a record of goods returned without reason, and record the name, product code, shopping receipt, purchase time, return date, etc. of the goods returned without reason.
......
This preview omits tables, figures, formulas and parts of the technical clauses. The complete document — 15 pages — is available in the English PDF.
Referenced standards
Editions of GB/T 44904
| Edition | Title | Revision | Status |
|---|---|---|---|
| GB/T 44904-2024 | After-sales service - Service specification of unconditional return | current edition | Current |
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