After-sales quality
And Orange After-Sales Terms
Regarding returns, exchanges, and claims
Oranges and other fresh fruits are classified as perishable items and are therefore not eligible for 7-day no-reason returns or exchanges. Due to the nature of fruits, minor bruising or damage may occur during transportation and delivery—this is considered normal, as up to 5% of the total quantity might arrive with slight imperfections. If you receive more than 5% damaged fruit, please take clear photos within 4 hours of receipt (be sure to include both the spoiled fruit and its original packaging). After that, promptly reach out to our customer service team. We’ll assess your situation and provide a full refund or replacement based on the extent of the damage. However, if you fail to contact us within 4 hours to report the issue, we won’t be able to process any compensation.
Regarding delivery
Since fruit products may develop quality issues during prolonged transportation, we cannot accept address changes after shipment. Please double-check your delivery address immediately after placing your order! If, due to personal reasons (such as incorrect address, no one available to sign for the package, phone being switched off, service suspended, or unanswered calls), the courier is unable to deliver the item on time, resulting in delays that lead to spoilage or damage of the fruit, no compensation will be provided.
Regarding storage
We regret to inform you that we cannot provide compensation for fruit damage caused by improper storage methods or prolonged exposure by the customer.
Regarding weight
During transportation, fruits naturally lose a small amount of moisture through respiration, which may result in a slight reduction in weight upon receipt of the shipment. A weight loss of up to 8% is considered normal; however, any excess beyond this 8% threshold will be subject to compensation based on the unit price.
Regarding returns
Since fresh fruits have a relatively short shelf life and cannot be resold, once the item has been shipped, customers are not allowed to unilaterally refuse delivery. Instead, they may only request compensation if the product arrives damaged or spoiled. Customers are prohibited from rejecting or returning the order—whether due to slow delivery or perceived lack of freshness—without the seller’s prior consent. Any unauthorized refusal to accept or return the shipment will result in the customer being solely responsible, with no compensation provided by the seller.
Regarding texture
Due to varying tastes among customers, we can’t ensure that everyone will enjoy the flavor of our product—just as no single food in the world appeals to everyone. Therefore, the company assumes no responsibility for any compensation claims based on "unpleasant taste." We kindly ask for your understanding!
Regarding delivery
Cold regions are prone to freeze damage on deliveries due to naturally low temperatures—this is explicitly excluded from the seller’s compensation guarantee! For areas like Xinjiang, Tibet, and remote rural villages or townships where timely delivery cannot be assured or shipments cannot be made at all, we recommend against placing orders. If you’re unsure, please consult our online customer service team before ordering to confirm whether delivery is possible in your area.
Friendly Reminder
Naturally grown fruits may have dents, wrinkles, spots, and other imperfections—these are all normal and do not affect their quality. Only signs of rotting, mold, or the growth of fuzz indicate a quality issue; in such cases, you may apply for compensation.
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