4.7.1 Redemption Conditions
4.7.1.1 You should be a member of China Southern before redeeming points at China Southern Store.
4.7.1.2 You should go to the designated ticket office of China Southern or log in to the official website for online identity verification before redeeming points for goods at China Southern Store.
4.7.2 Redemption Rules
4.7.2.1 China Southern Store guarantees that the redeemed goods are genuine and purchased through regular channels.
4.7.2.2 China Southern reserves the right to replace some redeemed goods or adjust the mileage required for redeemed goods without any further notice.
4.7.2.3 When the redeemed goods become out of stock, you can wait for delivery of the redeemed goods or other goods in the corresponding redemption interval.
4.7.2.4 In case of a quality problem with the goods within 7 days after signing for the goods, please contact the Customer Service of China Southern Store. Beyond 7 days, you can contact the manufacturer or the after-sales service provider designated by the manufacturer with the contact information on the warranty card.
4.7.3 Delivery Instructions
4.7.3.1 The delivery scope of China Southern Store is limited to Mainland China (excluding Hong Kong, Macao and Taiwan). For overseas, Hong Kong, Macao, and Taiwan members, please specify the address to receive the redeemed goods in Mainland China.
4.7.3.2 The delivery address cannot be changed for the delivered order; the logistics information after delivery will be displayed in the Member Center of China Southern Store.
4.7.3.3 Delivery Time
| Delivery area | Delivery time(From the date when the order is generated） | |
| Intra-city | means that goods are delivered and received in the same city | 3 business days |
| Tier 1 Regions | Beijing, Shanghai, Tianjin, Hebei, Shanxi, Liaoning, Fujian, Jiangxi, Shandong, Henan, Hubei, Hunan, Guangdong, Zhejiang, Jiangsu, Anhui | 5 business days |
| Tier 2 Regions | inner Mongolia, Jilin, Heilongjiang, Guangxi, Hainan, Sichuan, Chongqing, Guizhou, Gansu, Shaanxi | 7 business days |
| Tier 3 Regions | Yunnan, Qinghai, Ningxia | 10 business days |
| Tier 4 Regions | Xinjiang, Tibet | 15 business days |
4.7.4 Return and Replacement Rules
4.7.4.1 Before signing, you need to carefully check the information on the outer package of the goods to confirm whether the delivered goods are consistent with those ordered in respect of model and quantity. In case of any inconsistency or damaged outer package, you can reject the goods. After rejection, please contact the Customer Service Center of China Southern Store, and re-delivery will be made after verification.
4.7.4.2 The goods redeemed with the mileage cannot be returned. If the goods have quality problems or are wrongly delivered, you can contact the Customer Service Center of China Southern Store to apply for a replacement, and the cost of the redemption of goods incurred will be borne by China Southern Store.
4.7.4.3 Specific Replacement Standards for Various Goods:
1）Watches and Clocks
✩If finding a quality problem within 7 days after signing for the goods, you can contact the local watch and clock quality supervision and inspection center for testing, and apply for a replacement based on the test report. If no local testing conditions are available, please contact the Customer Service Center of China Southern Store.
✩No replacement of goods will be allowed in any of the following circumstances:
➢Where the goods are stored in or exposed to an environment that is unsuitable for the goods;
➢Where there is any unauthorized repair, misuse, negligence, abuse, accident, alteration or incorrect installation;
➢Where a damage is caused by splashing food or liquid;
➢Where the goods are worn normally;
➢Where the watch strap has been adjusted;
✩Precautions for Replacement:
➢To replace the goods, you need to return the outer package, inner accessories, warranty card, instruction manual, invoice, etc. with the goods.
2）Jewelry
✩If finding a quality problem within 7 days after signing for the goods, you can go to the local jewelry and jade quality supervision and inspection center for testing, and apply for a replacement based on the test report. If no local testing conditions are available, please contact the Customer Service Center of China Southern Store.
✩For the high-end jewelry with an appraisal certificate issued by a national gemstone appraisal center, if you have a doubt about the quality, please go to the appraisal center issuing the certificate for a re-test.
✩Precautions for Replacement:
➢To replace the goods, you need to return the outer package, inner accessories, appraisal certificate, instruction manual, etc. with the goods.
3）Digital Communication Goods
✩If finding a quality problem within 7 days after signing for the goods, you can contact the Customer Service Center of China Southern Store to apply for a replacement.
✩No replacement of goods will be allowed in any of the following circumstances:
➢Where the serial number on the goods is inconsistent with that upon redemption;
➢Where the quality warranty label, body, package, or warranty card barcode (S/N code) is altered, torn, moved, or unrecognizable;
➢Where the purchase voucher or warranty card of the goods is altered, torn or lost;
➢Where the machine is damaged by unauthorized disassembly, repair or upgrading;
➢Where the machine is damaged by failure to use, maintain and store it according to the instructions;
➢Where the machine structure has man-made damage marks such as malfunction or damage caused by movement, drop, collision or squeezing;
➢Where the accessories of goods are defective or their packages have stains or serious squeezing traces;
➢Where the goods are damaged due to improper packaging or transportation in the process of returning to China Southern Store.
✩Precautions for Replacement:
➢The returned goods should be kept brand new and the related accessories should be complete;
➢The written materials attached such as the warranty card should be completed properly without being damaged or folded;
➢The original package of the returned goods should be kept intact;
➢The returned goods should be the original goods and accessories in complete outer package.
4）Shoes, Hats, Cases and Bags
✩If finding a quality problem within 7 days after signing for the goods, you can contact the Customer Service Center of China Southern Store to apply for a replacement.
✩No replacement of goods will be allowed in any of the following circumstances:
➢Where the goods are damaged artificially, or the signs are disassembled, etc.;
➢Where the goods have the traces of being used or washed, and the bottom/surface is worn and stained, etc.
✩Precautions for Replacement:
➢The outer package, accessories, tags, etc. of the returned goods should be intact.
5）Home Appliances
✩If finding a quality problem within 7 days after signing for the goods, you can contact the Customer Service Center of China Southern Store to apply for a replacement.
✩No replacement of goods will be allowed in any of the following circumstances:
➢Where the serial number on the goods is inconsistent with that upon redemption;
➢Where the quality warranty label, body, package, or warranty card barcode (S/N code) is altered, torn, moved, or unrecognizable;
➢Where the purchase voucher or warranty card of the goods is altered, torn or lost;
➢Where the machine is damaged by unauthorized disassembly, repair or upgrading;
➢Where the machine is damaged by failure to use, maintain and store it according to the instructions;
➢Where the machine structure has man-made damage marks such as malfunction or damage caused by movement, drop, collision or squeezing;
➢Where the accessories of goods are defective or their packages have stains or serious squeezing traces;
➢Where the goods are damaged due to improper packaging or transportation in the process of returning to China Southern Store.
✩Precautions for Replacement:
➢The returned goods should be kept brand new and the related accessories should be complete;
➢The written materials attached such as the warranty card should be completed properly without being damaged or folded;
➢The original package of the returned goods should be kept intact;
➢The returned goods should be the original goods and accessories in complete outer package.
6）Home Bedding Goods
✩If finding a quality problem within 7 days after signing for the goods, you can contact the Customer Service Center of China Southern Store to apply for a replacement.
✩No replacement of goods will be allowed in any of the following circumstances:
➢Where the goods have the traces of being damaged artificially, washed or used;
➢Where the warranty card, purchase voucher, accessories, etc. of the goods is stained, damaged or missing;
➢Where the goods or the accessories are worn or damaged;
➢Where there is any unauthorized repair, misuse, negligence, abuse, accident, alteration or incorrect installation;
✩Precautions for Replacement:
➢The returned goods should have complete package, tags, accessories, etc.;
➢The appearance of goods and accessories should not be worn;
➢The original package of the goods should be intact without damage.
7）Toys and Musical Instruments
✩If finding a quality problem within 7 days after signing for the goods, you can contact the Customer Service Center of China Southern Store to apply for a replacement.
✩No replacement of goods will be allowed in any of the following circumstances:
➢Where the goods have the traces of being damaged or used;
➢Where the goods have a quality problem due to unauthorized negligence, misuse, abuse, disassembly, collision, liquid intake, accident, change, incorrect installation or storage;
➢Where the anti-counterfeiting code on the package of the goods is scrapped;
8）Where the goods belong to local consumer products (food consumption coupons, movie tickets, entrance tickets, etc.), rechargeable products (game coupons, etc.) or special products under spike campaign, group purchase, etc.;
9）The gifts included in the merchandise, or the goods in the combined goods, gift packs or packages should not be partially replaced.
4.7.4.4 Miscellaneous:
1）China Southern will accept the goods based on their quality at receipt. In order to prevent any damage during mailing, you should carefully package the returned goods to ensure that the goods will not be damaged in the process of return.
2）The goods to be replaced should have complete package, accessories, instruction manual, warranty sheet, purchase voucher, and explanation for the reasons for replacement.
3）You should clarify the reasons for the replacement before applying for a replacement. In any of the following circumstances, you will not be entitled to the replacement commitment of China Southern Store:
✩Where the goods are not provided by China Southern Store;
✩Where the goods do not have a quality problem;
✩Where the member fails to get in touch with China Southern Store before the replacement;
✩Where the goods are damaged or improperly stored by personal reasons (such as size modification without authorization, washing, oiling of leather shoes and leather goods, wearing for long time, etc.), or the goods are worn normally;
✩Where the goods have a quality problem due to unauthorized maintenance, misuse, negligence, abuse, accident, alteration or incorrect installation, or the labels or stickers, anti-counterfeiting marks are torn or altered.
4）If you return the goods directly to China Southern Store without applying to China Southern Store for a replacement, China Southern Store should not bear the responsibility for storage, re-delivery, etc. of the goods, and should have the right to dispose of the stranded goods if necessary.
5）After receiving the goods requested by the member for a replacement on the grounds of quality problems, China Southern Store will return the received goods to the member at the cost of the member after inspecting the returned goods do not meet the replacement standards or have no quality problems.
4.7.5 China Southern Co., Ltd. should reserve the right to finally interpret the rules of China Southern Store.