相关国家标准5月1日起实施 线下购物“无理由退货”怎样操作（政策解读·问答）

Core Viewpoint - The implementation of the national standard "After-Sales Service No-Reason Return Service Specification" starting from May 1 aims to provide guidelines on return conditions, processes, and service supervision for no-reason returns in both online and offline sales [1] Group 1: Online vs. Offline No-Reason Returns - Online no-reason returns are mandatory under consumer rights protection laws, allowing consumers to return goods within seven days without justification, while offline returns are based on the seller's voluntary commitment [2][3] - The Consumer Rights Protection Law specifies that consumers can return goods that do not meet quality standards, making offline returns conditional on quality issues rather than being unconditional [3] Group 2: Guidelines for Offline No-Reason Returns - The "Three-Year Action Plan for Optimizing the Consumption Environment (2025-2027)" encourages physical stores to commit to no-reason returns, balancing consumer rights and seller burdens [4] - Retailers must clearly define which products are eligible for no-reason returns and display this information prominently in their stores [4] - The effective period for no-reason returns is determined by the seller's commitment or mutual agreement with the consumer, starting from the date of product delivery [4] Group 3: Return Process and Requirements - Consumers wishing to return products must present proof of purchase and return the item along with all accessories and packaging [5] - Upon receiving a return request, sellers must verify if the return meets the no-reason criteria and inform the consumer of the return process and timeline [5] Group 4: Regulatory Differences - Online sellers are subject to strict penalties for failing to comply with no-reason return obligations, while offline sellers face civil liability for not honoring their commitments [6][7] - The new standard aims to enhance consumer confidence in offline purchases by ensuring that no-reason returns are not exclusive to online transactions [7]