I. Secure key evidence to prepare for asserting your rights
The core of your claim is proving the material is substandard; prepare the following materials in advance:
1. Transaction proof: Order screenshots, payment records, purchase contracts, invoices, etc., to establish the business relationship between you and the merchant.
2. Evidence of material defects: Take photos or videos of the defects from multiple angles; if a third-party testing agency has issued a report confirming the material is substandard, use this as key evidence.
3. Communication records: Chat logs, call recordings, etc., regarding the substandard material to prove you have already raised the issue with the merchant.
II. Prioritize negotiation and settlement with the merchant
This is the most cost-effective solution; you can directly state your demands:
1. If the material has not yet been put into use, you can request a return and refund or an exchange for compliant products, with the merchant bearing the return shipping costs.
2. If the substandard material caused additional losses (e.g., scrapped workpieces, project delays), you can demand compensation for those losses.
3. If the merchant engaged in false advertising (e.g., labeling it as HT300 but actually using HT200), this constitutes fraud; under the *Law on the Protection of Consumer Rights and Interests*, you can demand a refund plus compensation equal to three times the purchase price (with a minimum compensation of 500 RMB).
III. If negotiation fails, seek mediation via official platforms or consumer associations
1. Online orders: First, file a complaint with the e-commerce platform and request their intervention; the platform is obligated to assist you in protecting your rights.
2. Offline purchases / Unsuccessful platform mediation: Call the 12315 hotline or submit a complaint via the "National 12315 Platform" mini-program or official website to have the local market supervision authority intervene. You will need to provide the merchant's specific name, address, and a clear statement of your demands.
IV. Apply for arbitration
If your purchase contract with the merchant includes an arbitration clause, you can submit an arbitration application to the designated arbitration commission. Arbitration awards are final and binding, enforceable by law, and generally offer a more efficient resolution process than litigation.
V. Filing a civil lawsuit to seek accountability through legal channels
If the aforementioned methods fail to resolve the issue, you may file a civil lawsuit against the manufacturer or seller, seeking civil compensation. Under the law, if property damage arises from substandard product quality, the manufacturer or seller is legally liable for civil compensation; you may claim such compensation from either the manufacturer or the seller.
