Refund & After-Sales Policy

1. Policy Overview

XinWoRen is a digital content marketplace that connects independent creators (sellers) directly with buyers. The platform provides the infrastructure for listing, discovery, payment processing, and delivery. All products on the platform are digital content (including but not limited to AI-generated images, videos, music, text, code, models, templates, etc.) sold by individual creators. Digital goods are replicable and instantly delivered — once purchased, they can be downloaded or accessed immediately.

As a marketplace, we encourage buyers to carefully review product descriptions and previews before purchasing, and to contact sellers directly with any questions. In the event of a dispute, we encourage both parties to resolve it through direct communication.

2. Before You Purchase

We strongly recommend taking full advantage of preview features before purchasing. Most products offer preview images or videos to help you fully understand the content before buying. If you have any doubts, message the seller directly.

3. Eligible After-Sales Cases

For digital product purchases (not subscriptions or StarCoin top-ups), buyers may submit after-sales requests within 14 days in the following cases:

• ✓Significant mismatch with description: The received digital content differs materially from the product page description and preview (e.g., missing features, significantly reduced content)
• ✓Corrupted or unusable files: The downloaded file is corrupted and the seller cannot provide a usable replacement within 2 business days
• ✓Product not received: No download link or access granted within 2 business days after payment
• ✓Fraud or piracy: Verified that the product infringes your copyright or involves fraud
• ✓Seller failed to fulfill service commitment: The seller failed to deliver a service-type product within the agreed timeframe

4. Non-Eligible Cases

• Personal preference reasons ("don't like it," "changed my mind," "don't need it anymore")
• Inability to open or use files due to your own technical environment (incompatible software, missing dependencies)
• The product didn't meet subjective expectations but matches the description
• You didn't review the preview and description before purchasing
• Beyond the 14-day after-sales request window
• Shop opening fees, creator membership subscriptions — these are service fees, not products

5. After-Sales Process

After-sales follows a two-step process, prioritizing direct buyer-seller communication:

6. Seller Support Obligations

Sellers are expected to provide basic support for their products. If buyers encounter issues, they should first contact the seller via in-platform messaging. Seller support obligations include:

• Confirming product files are complete, usable, and undamaged
• Providing product usage instructions or documentation (if promised on the product page)
• Responding to buyer inquiries within a reasonable timeframe (generally within 2 business days)

Seller support does not include: buyer's own environment configuration, third-party software tutorials, or customization beyond the product description.

7. Dispute Resolution

We encourage buyers and sellers to resolve disputes directly through communication. Buyers should carefully review product details before purchasing and contact the seller with any questions in advance.

If a dispute cannot be resolved, both parties are encouraged to continue communication through in-platform messaging.

8. Seller Protection

To prevent abuse of the after-sales system, the platform takes countermeasures against the following:

• Buyers who frequently submit after-sales requests or make abusive refund demands will be flagged and have purchasing privileges restricted
• Sellers bear no loss for after-sales requests ruled as buyer responsibility
• The platform monitors products with abnormal refund rates and may remove listings or restrict sellers
• Sellers who accurately describe products and provide previews are not liable for issues caused by buyers' subjective expectation gaps

9. Questions?