Bought a defective product? Received poor service? As a foreigner in China, you have the same consumer protection rights as Chinese citizens. Here's how to exercise them.
Your Basic Consumer Rights
Under China's Consumer Protection Law:
- Right to safety: Products must be safe for use
- Right to information: Accurate product information
- Right to choose: Free selection without coercion
- Right to fair dealing: Honest transactions
- Right to compensation: Remedies for defective goods/services
- Right to privacy: Personal information protection
Return and Refund Rights
7-Day No-Reason Return
For online purchases:
- Return within 7 days without giving a reason
- Product must be unused and in original condition
- Some exceptions apply (perishables, custom items, digital products)
- Seller pays return shipping for defective items
Defective Products
Your options:
- Repair
- Replacement
- Refund
- Price reduction
Triple Damages: If a seller knowingly sells counterfeit or substandard goods, you can claim three times the purchase price (minimum ¥500).
How to File Complaints
1. Negotiate with Seller
First step - try to resolve directly:
- Contact customer service
- Keep records of all communications
- Set a reasonable deadline for response
2. Platform Dispute Resolution
For online purchases (Taobao, JD, etc.):
- Use platform's dispute resolution system
- Upload evidence (photos, chat records)
- Platform mediates between buyer and seller
3. Consumer Association
File complaint with local consumer association:
- Free mediation service
- Can pressure businesses to resolve
- Contact via 12315 hotline
4. Market Supervision Bureau
Government enforcement:
- Report via 12315 platform (online or phone)
- Can investigate and penalize businesses
- Effective for serious violations
5. Legal Action
For significant disputes:
- Small claims court for minor amounts
- Regular civil litigation
- Can claim damages plus legal costs
Common Consumer Issues
Counterfeit Products
- Very common problem in China
- Triple damages available
- Report to market supervision bureau
- Platform may also compensate
Service Disputes
- Gyms, beauty salons, training centers
- Prepaid card issues
- Business closure without refund
Online Shopping Fraud
- Non-delivery after payment
- Significantly different from description
- Use platform protection when possible
Evidence to Collect
- Purchase receipts/invoices (fapiao)
- Product photos showing defects
- Chat records with seller
- Packaging and labels
- Expert inspection reports if needed
Language Barriers
Tips for foreigners:
- 12315 platform has some English support
- Bring a Chinese-speaking friend if needed
- Written complaints can be translated
- Consider hiring a lawyer for significant disputes
Prevention Tips
- Buy from reputable sellers/platforms
- Always get official receipts (fapiao)
- Check seller ratings and reviews
- Use platform payment protection
- Be cautious with prepaid cards
Consumer Complaint, or Contract Dispute?
Chinese consumer protection law and the 12315 platform cover retail purchases by individual consumers, and both are free to use. For those matters you do not need a lawyer — file at 12315.cn.
They do not cover a commercial contract with a Chinese supplier, a counterparty who stops responding once you are outside China, or a claim large enough to warrant court or arbitration proceedings. Those are handled differently: see disputes with Chinese suppliers and bringing a claim against a Chinese company.
Disclaimer: This article is for informational purposes only and does not constitute legal advice. For advice on your specific situation, please contact me directly.