ICS91.100.01

CCSQ04

團體標準

T/CCIA0020—2024

建筑衛生陶瓷行業雙承諾

Specificationfordoublecommitmentinthebuildingandsanitaryceramics

industry

2024?04?28發布2024?05?28實施

中國陶瓷工業協會發布

中國標準出版社出版

T/CCIA0020—2024

目次

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

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

2規范性引用文件········································································································1

3術語和定義··············································································································1

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

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

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

5承諾內容·················································································································2

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

5.2售前服務···········································································································2

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

5.4經營場所···········································································································3

5.5售后服務···········································································································3

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

附錄A（資料性）放心消費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《標準化工作導則第1部分：標準化文件的結構和起草規則》的規

定起草。

本文件由佛山市禪城區陶瓷行業協會提出。

本文件由中國陶瓷工業協會歸口。

本文件主要起草單位：箭牌家居集團股份有限公司、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

良石實業有限公司、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、廣東省佛山市質量技術監督標準與編碼所、

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、蔡學松、湯浩、吳里生、蔡衛旭、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、羅梓華、王小京、季學武、李江茂、柳金波、

鄒培聰、盤海群、王昭惠、王孜瑜、王建。

Ⅲ

T/CCIA0020—2024

建筑衛生陶瓷行業雙承諾

1范圍

本文件規定了建筑衛生陶瓷行業的企業為消費者提供放心消費和線下七日無理由退貨雙承諾的

基本原則和承諾內容。

本文件適用于建筑衛生陶瓷行業產品（以下簡稱產品）的銷售和配套服務提供。

2規范性引用文件

下列文件中的內容通過文中的規范性引用而構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術語和定義

下列術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，在產品包裝完整、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

企業為消費者提供的放心消費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企業應圍繞放心消費和線下七日無理由退貨雙承諾，在產品和服務質量、交易、經營場所、售后

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

諾書》。

4.1.2企業應通過企業官網和公信力較高的公共平臺，對簽訂的《放心消費和線下七日無理由退貨雙

承諾書》進行公示，并主動接受社會監督。

4.1.3