Consumer Rights and Complaints

How to protect your consumer rights in China?

Updated: Mar 13, 2023 www.chinaservicesinfo.com Print
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Do you like shopping? Here is a handy guide for you on consumer rights protection in China in case of any trouble you may encounter.


When purchasing and using goods or receiving services for personal needs in China, foreigners enjoy the same rights and interests as Chinese consumers, such as free choice of goods or services and safety of person and the intactness of property. If these legitimate rights are infringed upon, consumers can safeguard legitimate rights and interests in accordance with relevant laws and regulations.

Things worthy of your attention

Before shopping

Choose qualified shopping venues or stores for goods or services, instead of making purchases from vendors without a business license.

Pay attention to communication with the merchant. You can "bargain" or ask for a detailed description of the product.

During shopping

Choose the right mode for transaction and avoid property loss. The use of a third-party payment platform for secured transactions provides a fair transaction guarantee for both buyers and sellers.

Ask the seller for receipt or voucher, reserve the remittance slips, and keep communication record with the seller, such as emails or text messages. Once your legitimate rights are infringed upon, such proofs can aid you against any infringement.

After shopping

Pay attention to the shipping progress once it is shipped. When it exceeds 15 days by mail or three days by express delivery, you should contact the seller to inquire about the delivery. Meanwhile, you can check the logistics information.

Check the quality of the product right after receiving it. Check whether the product is consistent with the product information, whether there is damage or other problems. If there is any problem with the product, you can choose to refuse the delivery.

Resolution of consumers’ disputes with merchants

Generally speaking, consumers can resolve disputes with merchants over their rights and interests in the following ways:

1) negotiate with the business operator for a proper settlement;

2) request the local consumer association to mediate;

3) file complaints to the industrial and commercial administrative department and other relevant government agencies;

4) apply to an arbitral body for arbitration;

5) resort to the People's Court in accordance with the judicial proceedings and foreigners may delegate Chinese lawyers to resolve the disputes.

Other complaint hotlinesyou mayneed

China Consumers Assocaiation: 12315

Beijing Consumer Association: (010) 96315

Quality Supervision Department: 12365

Price Report Telephone: 12358

Food and Drug Department: 12331

Popular e-commerce & online payment platforms:

Taobao: 0571-88158198/0571-88157858

T-mall: 400-608-608

JD.com: 400-606-5500

Suning: 4008-365-365

Pinduoduo: 400-8822-528

Dangdang: 400-106-6666

Amazon: 400-810-5666

Alipay: 95188

Major express delivery service providers:

STO Express: 95543

EMS: 11183

SF Express: 95338

ZTO Express: 95311

Yunda Express: 95546

YT Express: 95554

BEST Express: 95320

TTK Express: 400-188-8888

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