In August 2025, an Australian tourist in Chengdu bought three mattresses for RMB 14,010 but faced unexpectedly high international shipping costs. After the merchant refused a refund, the Chengdu Consumer Rights Committee mediated, resulting in a refund of RMB 13,670 after deducting RMB 340 for labor and transportation. The case highlights the importance of transparency in cross-border shopping.
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Source: OT-Team(G), 成都市保护消费者权益委员
On March 18, the Chengdu Consumer Rights Protection Committee in Sichuan Province released a typical case involving a foreign consumer.
Case Overview
On November 5, 2025, the Jinhua Sub-branch of the Consumer Rights Protection Committee in Wuhou District, Chengdu, received a complaint from an Australian national, identified as Ms. Q.
According to the complaint, Ms. Q visited Chengdu as a tourist in August 2025 and purchased three mattresses from a local merchant for a total of RMB 14,010. However, as she prepared to return to Australia, she found that international air freight costs for shipping the mattresses were significantly higher than expected. She subsequently requested a return and refund, which the merchant refused. Communication between the two parties broke down, prompting Ms. Q to seek assistance via the Chinese Embassy in Adelaide.
Mediation Process
After accepting the case, the Jinhua Sub-branch encountered several obstacles. Initial attempts to contact Ms. Q failed due to inactive overseas phone and email details. In addition, language barriers complicated communication, as Ms. Q had limited Chinese proficiency and could only communicate in English.
Meanwhile, the merchant maintained that the transaction had been conducted voluntarily, without coercion or misleading information, and emphasized that the products were of acceptable quality. The merchant also noted that additional services had been provided, including accompanying Ms. Q during her visit and offering complimentary gifts, and therefore refused to accept a return.
A breakthrough came when mediators learned that a sales representative had previously connected with Ms. Q via WeChat. Using this channel and translation tools, the committee was able to communicate with her in detail. It became clear that the dispute stemmed from her underestimation of international shipping costs, as well as dissatisfaction with aspects of the purchasing experience.
With the core issue identified, mediators engaged in multiple rounds of discussions with the merchant, addressing both legal considerations and brand reputation. They pointed out that Ms. Q's purchasing decision had been based on a significant misunderstanding of the total cost, and emphasized that handling such cases appropriately could impact both the company's international image and Chengdu's reputation as a global consumer destination.
Ultimately, the merchant agreed to a compromise. After deducting RMB 340 for labor and transportation costs and retrieving the complimentary items, the merchant refunded RMB 13,670 to Ms. Q. The resolution was accepted by both parties, bringing the dispute to a close.
Consumer Protection Perspective
Chinese law grants consumers the right to be informed and to make independent choices when purchasing goods. In this case, while the merchant had provided information about the product itself, it had not proactively disclosed the potentially high costs associated with cross-border logistics—an important factor affecting the overall transaction.
Although no intentional misrepresentation was found, Ms. Q's decision was influenced by a significant misunderstanding regarding shipping costs. As such, her consumer rights—particularly the right to make an informed decision—deserved protection.
The case underscores the growing importance of transparency in cross-border consumption, especially as Chengdu advances its goal of becoming an international consumption center. For consumers, it serves as a reminder to fully assess additional costs such as shipping, installation, and after-sales service when purchasing large items abroad. For businesses, it highlights the need to clearly communicate such costs upfront, particularly when serving international customers, to ensure a smoother and more transparent transaction experience.
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