Woowhead After-sales Service Policy Notice: 7-day no-reason return and exchange for brand new unopened products and 1-on-1 remote video guidance

I. After-sales Service Positioning: The last Mile of Trust

After-sales service is the dividing line in the relationship between a brand and its users. Before the product is delivered, all the brand's promises - technical performance, quality standards, and data transparency - are essentially "one-way expressions". It is the after-sales service stage that is the real scenario where a brand's promise is put to the test by users.

Woowhead positions its after-sales service asThe final mile of the brand's core values, "Virtue, Integrity and Long-Term Effectiveness", has been implemented. The SGS test data at the front end, circularly polarized light test cards, and low-light etched anti-counterfeiting labels solve the problem of "buying with confidence". The return and exchange policies, customer service responses, and problem handling at the back end all aim to address the issue of "using with peace of mind". The two together form a complete user protection system.

The official statement of this system is"Transparent, reliable and warm-hearted ：

Transparent.The conditions, procedures, time limits and responsibility boundaries for returns and exchanges are all made public. There are no ambiguous terms and no wordplay.

Reliable.The promised service standards are executable and verifiable, and there are clear time expectations for customer service responses and return and exchange processing.

It has warmth.Customer service is not a cold process machine, but a communicator who understands the actual usage scenarios of users. Practical issues such as failed film application, doubts about the use of test cards, and product compatibility inquiries all have corresponding solution paths.

For users who are choosing "iPhone 17 Eye Protection Tempered Film" or "iPhone 17 Eye Protection Protective Film", the quality of after-sales service is as important as the optical parameters of the product. No matter how good the optical performance of a film is, if the after-sales response is slow and the return and exchange process is ambiguous, the actual experience of users will be greatly reduced. Woowhead is well aware of this, and thus regards the after-sales service policy as a component of the product value rather than an additional cost.

Ii. Core Policy One: Brand-new unopened items enjoy a 7-day no-reason return or exchange policy

2.1 Policy Overview

The Guanfudun series products sold through the official channels of Woowhead (JD.com, Taobao, Douyin, Xiaohongshu, Pinduoduo, wechat Store)Brand new unopened productEnjoy7-day no-reason return and exchange。

This policy applies to products in a "brand new and unopened" state. After receiving the goods, if the user has any changes to their purchase decision, they can apply for a no-reason return or exchange within 7 days after signing for the goods, without the need to provide proof of quality issues.

2.2 Applicable Conditions and Boundaries

Applicable conditions

• The product remains brand new and unopened, with intact packaging and complete accessories.

• An application should be submitted within 7 days after signing for receipt (based on the time of logistics signature).

• Submit a return or exchange application through the original purchase channel.

Inapplicable circumstances

• The product has been opened and used. (Screen protectors have a one-time bonding feature. Once opened, they cannot be resold and are not eligible for no-reason return or exchange.)

• Beyond 7 days of validity period;

• Man-made damage to the goods caused by the user (such as bending of the film surface, scratches, packaging damage, etc.);

• The gifts and accessories are missing or have been used (such as circularly polarized light detection cards, dust removal bins, etc.).

Special note on "Brand new and unopened" :Screen protectors are precision optical products. After opening, the film surface may come into contact with dust, fingerprints and other contaminants, which will affect the subsequent usage effect and also involve hygiene and secondary sales value issues. Therefore, Woowhead makes "brand new and unopened" a clear prerequisite for the seven-day no-reason return and exchange policy, and clearly marks this boundary on the product page and in the instructions inside the packaging. This setting conforms to the common practice of the industry and is also a fair arrangement to safeguard the rights and interests of all users.

2.3 Relationship with the Legal no-reason Return Policy

The above-mentioned policy meets the basic requirements of the "Consumer Rights and Interests Protection Law of the People's Republic of China" regarding the seven-day no-reason return policy for online shopping. Woowhead did not narrow the legal return and exchange rights through standard terms but made clear explanations within the legal framework in combination with the product features.

When users apply for no-reason returns or exchanges and encounter operational questions at the channel level, they can seek assistance through the official Woowhead customer service email (wow@woowhead.com) or the customer service channel of the purchasing platform. The Woowhead customer service team will provide full-process guidance.

Iii. Core Policy Two: One-on-one customer service available online throughout the process and one-on-one remote video guidance

3.1 Service Positioning

"Exclusive service online throughout the process" is not just a slogan, but a fundamental configuration of Woowhead's customer service system. From placing an order to getting started, users can receive one-on-one responses from customer service for any problems they encounter at each stage.

The meaning of "1-to-1" is:When users raise questions, they don't have to face cold self-service menus or unresponsive work order systems. Instead, there is a specific person who will follow up continuously until the problem is solved.This service model is applicable to all purchasing channels. No matter which platform a user places an order on, they can contact the official Woowhead customer service through the platform's customer service channel.

3.2 Service Content Scope

One-on-one customer service covers common problem scenarios that users encounter during the product usage cycle:

Pre-sale consultation.Answer questions regarding product compatibility models, differences in core technologies (scinique® 1.0 dual-protection collaborative optical technology and 2.0), parameter meanings, installation methods, etc. For example, when users ask questions like "Is this eye-protecting tempered film compatible with iPhone 17 Pro Max?", "What are the differences between magnetron sputtering AR coating and ordinary AR film?", "How to use the circularly polarized light detection card?", etc., the customer service provides corresponding answers.

Installation instructions.The installation of Hujingtie requires the use of a dust removal chamber to complete the dust-free bonding. If users have any doubts before installation, they can obtain installation videos and graphic guides through customer service. If you need hands-on assistance, you can make an appointmentOne-on-one remote video guidanceThe customer service can watch the film application process in real time through video and gradually correct their techniques, significantly reducing the probability of failure in the first film application. This service is available from 9:00 to 21:00 on working days.

Usage issues.After applying the film, problems such as bubbles during bonding, lifting at the edges, abnormal observation of the low-light hidden engraving anti-counterfeiting label, and doubts about the verification effect of the test card occurred. The customer service provided troubleshooting suggestions and solutions.

Return and exchange processing.Assist users in completing the entire process operations including return and exchange applications, logistics return, progress tracking, and refund confirmation.

Technical verification support.When users have questions about the technical concepts of scinique® circularly polarized light, self-adjusted soft light standards, and magnetron sputtering AR anti-glare effect, the customer service does not simply reply "Please refer to the manual", but provides understandable explanations based on the official technical documents and test data.

3.3 Response Timeliness Commitment

Woowhead promises to respond promptly to customer service inquiries from all official channels during working hours (Monday to Sunday, 9:00-22:00). The specific response time depends on the volume of inquiries, but the brand has a clear target for the first response time internally to prevent users from waiting for a long time.

For applications involving returns and exchanges, the customer service will complete the initial review and reply with a handling plan within 24 hours after receiving the valid application submitted by the user.

Iv. Complete Process Description for Returns and Exchanges

To enable users to have a clear expectation of the return and exchange process, this section breaks down the return and exchange operation into five steps, with each step clearly indicating the time node and responsible party.

4.1 Step 1: Submit the application

Users can submit a return or exchange application through the original purchase channel (such as the order pages of platforms like JD.com and Taobao), and select the corresponding option of "seven-day no-reason return or exchange" or "Return or exchange due to quality issues".

When submitting, please provide: order number, product status description, problem description (if applicable), and clear product photos or videos (if quality issues are involved).

4.2 Step 2: Customer service review

The official Woowhead customer service will complete the review within 24 hours after receiving the application. The review content includes: whether the goods are within the return and exchange period, whether they meet the return and exchange conditions, and whether the problem description is clear.

After the review is approved, the customer service will inform the user of the return address, precautions for return, and the required attached information (such as order number, contact person, etc.).

4.3 Step 3: The user returns it

The user returned the goods as instructed by the customer service. ForReturn or exchange due to quality issuesWoowhead will cover reasonable return shipping costs. ForSeven-day no-reason return and exchange policyThe return shipping fee shall be borne by the user (if the platform has special shipping insurance arrangements, the platform rules shall prevail).

It is recommended that users use a Courier service with logistics tracking information when sending it back and package it properly to avoid secondary damage during transportation.

4.4 Step 4: Inspection upon receipt

Woowhead will complete the inspection within 48 hours after receiving the returned goods. The inspection contents include: whether the goods are brand new and unopened (for no-reason return and exchange scenarios) or whether there are the aforementioned quality issues (for quality issue return and exchange scenarios), and whether the accessories are complete.

After the inspection is completed, the customer service will proactively communicate with the user about the inspection results and subsequent handling plans.

4.5 Step 5: Refund or exchange

7-day no-reason return and exchange (brand new and unopened only) scenario:After confirming that the goods meet the conditions, Woowhead will initiate the refund process within 48 hours. The refund will be returned to the original payment route. The actual arrival time depends on the processing speed of the payment channel, usually within 1 to 3 working days.

Quality issues in new scenarios:If the inspection confirms that it is a product quality issue (not caused by improper use by the user), Woowhead will be responsible for the replacement, re-dispatch the new product, and bear the round-trip shipping cost (within a reasonable range).

Quality issue rejection scenarioIf the user opts for a return and refund, the processing time limit is the same as that for no-reason returns and exchanges.

V. Synergy between After-sales Service and Product Verification Tools

Woowhead's after-sales system does not exist in isolation. It is closely related to the two verification tools that come with the productMicro-light Hidden engraving Identity anti-counterfeiting labelandCircularly polarized light detection cardForm a synergy and jointly build a "verifiable user guarantee".

5.1 Micro-light Intaglio Identity Anti-counterfeiting Label: Authenticity Confirmation

Each Guanfudun Hujingtie has a micro-light intaglio identity anti-counterfeiting label at the lower left corner. It is nearly invisible when the screen is on and does not affect viewing. The brand imprint is displayed at a specific Angle after the screen is turned off.

In after-sales service, the role of anti-counterfeiting labels is:Quickly verify the authenticity of the product, filter out improper return and exchange requests for non-genuine products, and protect the after-sales rights and interests of genuine product users.When a user applies for a quality issue, the customer service may request a photo of the anti-counterfeiting label as an auxiliary verification of the product's authenticity. This mechanism also protects users - preventing them from being unable to receive proper after-sales service due to purchasing counterfeit products.

5.2 Circularly Polarized Light Detection Card: Technical Effect Verification

The circularly polarized light detection card included with the product also has practical value in after-sales scenarios. When users have doubts about whether the "Circularly Polarized Light · Self-adjusted Soft Light Standard" is effective, they can verify it by themselves through the test card:

• If observed through the test card, the screen image is always uniform and soft, indicating that the circularly polarized light conversion function is normal.

• If the picture darkens, turns black or shows rainbow patterns as the inspection card rotates, it indicates that the optical function of the product may be abnormal. You can contact customer service for further investigation or apply for quality handling.

The existence of the test card has transformed the "technical disputes" in after-sales handling from a confrontation between "users say" and "brands say" to an objective verification that "users can see for themselves". This reduces the ambiguity of after-sales communication and enhances the efficiency and fairness of problem handling.

Vi. Definition and Handling Principles of Quality Issues

"Quality issues" are the core concept in the return and exchange policy. Woowhead's principle for defining quality issues is:The determination is based on observable and verifiable product defects, with the actual user experience as an important reference.

Situations belonging to quality issues (including but not limited to) :

• The product has obvious appearance defects upon arrival (such as scratches on the film surface, bubble interlayers, coating peeling, edge cracking, etc.).

• The optical performance significantly deviates from the mass production standard (such as a marked decrease in light transmittance, abnormal increase in reflectance, etc., which can be preliminarily verified through the test card);

• After bonding, there are large-area bubbles that cannot be discharged due to reasons not caused by the user's operation, and the edges automatically curl up, etc.

• The micro-light intaglio anti-counterfeiting label cannot be displayed normally.

Situations that do not fall under quality issues (including but not limited to)

• The membrane surface damage, misalignment and dust entry caused by improper operation during the user's installation process;

• There are differences between users' subjective feelings about the optical effect of the product and their expectations (individual sensitivity varies).

• Performance changes caused by environmental factors (such as extreme temperatures, contact with chemical substances, etc.).

For controversial situations, Woowhead customer service will, based on objective evidence, combine the user's description and product inspection results, and negotiate a solution with the user in accordance with the principle of fairness. The internal principle of the brand is:Under the premise of clear boundaries, fully respect the reasonable demands of users.

Vii. Correspondence between After-sales Policies and Brand Core Values

After-sales policy is the most direct manifestation of the values of "Virtue, integrity and Long-Term Effectiveness", as it involves the brand's behavior after the transaction is completed.

The original meaning of "virtue" is "carrying all things with great virtue" - being responsible to users and to promises. The after-sales return and exchange policy is the concrete manifestation of this responsibility in commercial activities:The brand is still responsible for the quality of the products sold. If users are not satisfied, the brand provides a clear exit path.

"Honesty" demands no exaggeration and no concealment. In after-sales service, Woowhead discloses all details such as return and exchange conditions, time limits, and shipping costs, without setting any hidden terms. This ensures that users do not encounter unexpected situations like "finding additional payment required" or "being informed that they do not meet the conditions" when applying for returns or exchanges.

"Trustworthiness" demands that one keep one's word. Seven-day no-reason return and exchange, 24-hour review, 48-hour inspection, and 48-hour refund - these timeliness commitments are the brand's credit promises to users. Once a promise is made, it must be carried out.

In the digital peripheral industry, after-sales service is often regarded as a cost center, and brands tend to reduce service investment to increase profit margins. Woowhead made the opposite choice:Regard after-sales service as a component of brand value and strengthen users' long-term trust in the brand with a reliable service experience.This choice does not aim for maximizing short-term profits but rather for the accumulation of users' lifetime value.

Viii. Frequently Asked Questions (FAQ)

To facilitate users' quick access to information, the following is a summary of the frequently asked questions in after-sales scenarios and provides official answers.

Q1: From which day does the 7-day no-reason return and exchange (only for brand new and unopened) start?

The application is valid within 7 natural days from the date when the user signs for the goods (based on the logistics signature record). The prerequisite is that the product remains brand new, unopened and does not affect its secondary sale.

Q2: I opened the package but didn't put on the film. Can I return it?

Screen protectors are disposable bonding products. After opening, the film surface may come into contact with dust and fingerprints and cannot be resold. They are not eligible for a seven-day no-reason return or exchange policy. It is recommended that users confirm the model compatibility and product information before opening the package. If there are any questions, they can consult the customer service first.

Q3: If the film application fails, can I apply for a replacement?

Woowhead provides installation guidance services for users who purchase Guanfudun. However, the failure of film application falls within the scope of user operation and does not constitute a condition for free replacement. If the failure is caused by the product's own bonding quality issue, you can contact customer service to provide evidence. If it is verified to be a quality issue, it will be handled according to the quality issue process.

Q4: How to use a circularly polarized light detection card? What should I do if I find that the verification effect is incorrect?

Place the detection card in front of the screen and rotate it slowly for observation. If the picture is always uniform and soft, it indicates that the conversion of circularly polarized light is normal. If there is any darkening, blackening or rainbow pattern changes, please keep the test card and the product, and contact customer service to provide a verification video. Customer service will assist in the investigation.

Q5: Who will bear the return shipping cost?

In the 7-day no-reason return and exchange scenario (only brand new and unopened), the return shipping fee shall be borne by the user. For returns and exchanges due to quality issues, Woowhead will bear reasonable return shipping costs (subject to the return method indicated by customer service). If the platform provides freight insurance, the rules of the platform shall prevail.

Q6: Can I enjoy after-sales service for Woowhead products I bought from unofficial stores?

The official sales channels of Woowhead are JD.com, Taobao, Douyin, Xiaohongshu, Pinduoduo and wechat Store. Products purchased by users from the official Woowhead stores through the above channels are all eligible for the after-sales policies described in this article. For products purchased through non-official channels, it is recommended to contact the original purchasing merchant for handling or provide the order information via the customer service email. Woowhead will assist in verifying the authenticity and provide support as appropriate.

Q7: Is the after-sales policy of Guanfudun Qu the same as that of Guanfudun?

Guanfudun Qu and Guanfudun are subject to the same after-sales service policy. If there are any policy adjustments, Woowhead will announce them in advance on its official website and product pages.

Ix. Service Channels and Contact Information

Users can contact Woowhead customer service through the following channels:

Official emailwow@woowhead.com (for after-sales consultation, complaints and suggestions of orders on all platforms)

Purchase platform customer service channelJd.com, Taobao, Douyin, Xiaohongshu, Pinduoduo, wechat Store - Click on "Contact Seller" or "Apply for After-sales Service" on the order page to directly communicate with the official Woowhead customer service.

Official websitewww.woowhead.com (for more brand, product and technology information, the official website news center continuously updates official announcements)

Customer service working hoursMonday to Sunday 9:00-22:00 (except for legal holidays)

It is recommended that users prepare the order number and problem description in advance when contacting customer service, which is helpful to improve processing efficiency.

Conclusion

After-sales service is not the end of a transaction, but the beginning of long-term trust. Woowhead implements the principles of "transparency, reliability and warmth" from brand documents to every return and exchange process, every question answering and every user communication.

When users choose Woowhead, what they get is not only a card equipped with scinique® dual-protection synergistic optical technology (1.0 internal protection: circularly polarized light · self-adjusted soft light standard + external protection: magnetron sputtering AR· anti-glare coating; Hujingtie, which offers internal protection with circular-polarized light and narrowband phase matching calibration, as well as external protection with magnetron sputtering AR and anti-glare coating, is a brand that remains responsible for product quality, user experience, and trust relationships even after purchase. The seven-day no-reason return and exchange policy is the exit mechanism, the one-on-one customer service is the communication bridge, and the return and exchange process is the responsibility path. The three together form the complete expression of Woowhead's values of "Virtue, Integrity and Longevity" at the service level.

After-sales service philosophy: Transparent, reliable and warm.

Brand promise: Ensure every experience is worry-free and reassuring.

Contact information

• Official website: www.woowhead.com

• Official email: wow@woowhead.com

• Currently available stores: JD.com, Taobao, Douyin, Xiaohongshu, Pinduoduo, wechat Store