ICS91.100.01

CCSQ04

團(tuán)體標(biāo)準(zhǔn)

T/CCIA0020—2024

建筑衛(wèi)生陶瓷行業(yè)雙承諾

Specificationfordoublecommitmentinthebuildingandsanitaryceramics

industry

2024?04?28發(fā)布2024?05?28實(shí)施

中國陶瓷工業(yè)協(xié)會發(fā)布

中國標(biāo)準(zhǔn)出版社出版

T/CCIA0020—2024

目次

前言··························································································································Ⅲ

1范圍·······················································································································1

2規(guī)范性引用文件········································································································1

3術(shù)語和定義··············································································································1

4基本原則·················································································································1

4.1主動承諾···········································································································1

4.2積極踐諾···········································································································1

5承諾內(nèi)容·················································································································2

5.1一般要求···········································································································2

5.2售前服務(wù)···········································································································2

5.3交易·················································································································2

5.4經(jīng)營場所···········································································································3

5.5售后服務(wù)···········································································································3

5.6客戶投訴···········································································································4

附錄A（資料性）放心消費(fèi)和線下七日無理由退貨雙承諾書··················································5

Ⅰ

T/CCIA0020—2024

前言

本文件按照GB/T1.1—2020《標(biāo)準(zhǔn)化工作導(dǎo)則第1部分：標(biāo)準(zhǔn)化文件的結(jié)構(gòu)和起草規(guī)則》的規(guī)

定起草。

本文件由佛山市禪城區(qū)陶瓷行業(yè)協(xié)會提出。

本文件由中國陶瓷工業(yè)協(xié)會歸口。

本文件主要起草單位：箭牌家居集團(tuán)股份有限公司、廣東東鵬控股股份有限公司、廣東金牌陶瓷有

限公司。

本文件參與起草單位：佛山市古加特陶瓷有限公司、德利豐智能家居有限公司、廣東金巴利陶瓷有

限公司、廣東普利斯陶瓷有限公司、佛山石灣鷹牌陶瓷有限公司、佛山市國輝陶瓷有限公司、廣東大板

智聯(lián)陶瓷科技有限公司、佛山阿爾伯特建材科技有限公司、廣東匯遠(yuǎn)陶瓷有限公司、佛山市益陶建材有

限公司、佛山市家麗安科技有限公司、佛山市芒果建材有限公司、佛山市雨果新型材料有限公司、廣東

良石實(shí)業(yè)有限公司、佛山市高明貝斯特陶瓷有限公司、佛山市金舵陶瓷有限公司、佛山市星宏科宇建材

有限公司、中國馬賽克城、佛山市陶緣時代建材有限公司、佛山市卓仕高新型材料有限公司、廣東新中

源建筑材料有限公司、廣東歐文萊陶瓷有限公司、瓷尊維納斯建材科技（佛山）有限公司、恩平市景業(yè)陶

瓷有限公司、佛山市古船木磁磚有限公司、佛山市金鉑雅陶瓷科技有限公司、佛山市佳冠陶瓷科技有限

公司、廣東大雁陶瓷有限公司、佛山市唐尚陶瓷有限公司、廣東省佛山市質(zhì)量技術(shù)監(jiān)督標(biāo)準(zhǔn)與編碼所、

佛山市家美文化傳媒有限公司、佛山建上建材科技有限公司。

本文件主要起草人：謝岳榮、陳世清、謝辛填、張代蘭、蔡學(xué)松、湯浩、吳里生、蔡衛(wèi)旭、麥華浩、李俊軍、

劉暢、王孜雯、何永堯、顏錫州、袁云、張士杰、鄭錫洪、廖明炬、陶舉鵬、麥永尤、梁永、趙中建、霍建榮、

顏利儉、徐俊、楊瑞鴻、賴善斌、董啟有、張磊、汪加武、周克強(qiáng)、羅梓華、王小京、季學(xué)武、李江茂、柳金波、

鄒培聰、盤海群、王昭惠、王孜瑜、王建。

Ⅲ

T/CCIA0020—2024

建筑衛(wèi)生陶瓷行業(yè)雙承諾

1范圍

本文件規(guī)定了建筑衛(wèi)生陶瓷行業(yè)的企業(yè)為消費(fèi)者提供放心消費(fèi)和線下七日無理由退貨雙承諾的

基本原則和承諾內(nèi)容。

本文件適用于建筑衛(wèi)生陶瓷行業(yè)產(chǎn)品（以下簡稱產(chǎn)品）的銷售和配套服務(wù)提供。

2規(guī)范性引用文件

下列文件中的內(nèi)容通過文中的規(guī)范性引用而構(gòu)成本文件必不可少的條款。其中，注日期的引用文

件，僅該日期對應(yīng)的版本適用于本文件；不注日期的引用文件，其最新版本（包括所有的修改單）適用于

本文件。

GB/T10001.1公共信息圖形符號第1部分：通用符號

GB/T17242—1998投訴處理指南

3術(shù)語和定義

下列術(shù)語和定義適用于本文件。

3.1

七日無理由退貨sevendaynoreasonreturn

客戶收到貨七日內(nèi)，在產(chǎn)品包裝完整、不影響二次銷售的前提下提出退貨要求，商家提供無理由

退貨。

3.2

雙承諾doublecommitment

企業(yè)為消費(fèi)者提供的放心消費(fèi)和線下七日無理由退貨兩種承諾。

4基本原則

4.1主動承諾

4.1.1企業(yè)應(yīng)圍繞放心消費(fèi)和線下七日無理由退貨雙承諾，在產(chǎn)品和服務(wù)質(zhì)量、交易、經(jīng)營場所、售后

服務(wù)和投訴處理等方面做出本文件所規(guī)定的承諾，并制作《放心消費(fèi)和線下七日無理由退貨雙承

諾書》。

4.1.2企業(yè)應(yīng)通過企業(yè)官網(wǎng)和公信力較高的公共平臺，對簽訂的《放心消費(fèi)和線下七日無理由退貨雙

承諾書》進(jìn)行公示，并主動接受社會監(jiān)督。

4.1.3