T/CCIA 0020-2024 建筑卫生陶瓷行业双承诺

ICS91.100.01

CCSQ04

团体标准

T/CCIA0020—2024

建筑卫生陶瓷行业双承诺

Specificationfordoublecommitmentinthebuildingandsanitaryceramics

industry

2024⁃04⁃28发布2024⁃05⁃28实施

中国陶瓷工业协会发布

中国标准出版社出版

T/CCIA0020—2024

目次

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

1范围·······················································································································1

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

3术语和定义··············································································································1

4基本原则·················································································································1

4.1主动承诺···········································································································1

4.2积极践诺···········································································································1

5承诺内容·················································································································2

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

5.2售前服务···········································································································2

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

5.4经营场所···········································································································3

5.5售后服务···········································································································3

5.6客户投诉···········································································································4

附录A（资料性）放心消费和线下七日无理由退货双承诺书··················································5

Ⅰ

T/CCIA0020—2024

前言

本文件按照GB/T1.1—2020《标准化工作导则第1部分：标准化文件的结构和起草规则》的规

定起草。

本文件由佛山市禅城区陶瓷行业协会提出。

本文件由中国陶瓷工业协会归口。

本文件主要起草单位：箭牌家居集团股份有限公司、广东东鹏控股股份有限公司、广东金牌陶瓷有

限公司。

本文件参与起草单位：佛山市古加特陶瓷有限公司、德利丰智能家居有限公司、广东金巴利陶瓷有

限公司、广东普利斯陶瓷有限公司、佛山石湾鹰牌陶瓷有限公司、佛山市国辉陶瓷有限公司、广东大板

智联陶瓷科技有限公司、佛山阿尔伯特建材科技有限公司、广东汇远陶瓷有限公司、佛山市益陶建材有

限公司、佛山市家丽安科技有限公司、佛山市芒果建材有限公司、佛山市雨果新型材料有限公司、广东

良石实业有限公司、佛山市高明贝斯特陶瓷有限公司、佛山市金舵陶瓷有限公司、佛山市星宏科宇建材

有限公司、中国马赛克城、佛山市陶缘时代建材有限公司、佛山市卓仕高新型材料有限公司、广东新中

源建筑材料有限公司、广东欧文莱陶瓷有限公司、瓷尊维纳斯建材科技（佛山）有限公司、恩平市景业陶

瓷有限公司、佛山市古船木磁砖有限公司、佛山市金铂雅陶瓷科技有限公司、佛山市佳冠陶瓷科技有限

公司、广东大雁陶瓷有限公司、佛山市唐尚陶瓷有限公司、广东省佛山市质量技术监督标准与编码所、

佛山市家美文化传媒有限公司、佛山建上建材科技有限公司。

本文件主要起草人：谢岳荣、陈世清、谢辛填、张代兰、蔡学松、汤浩、吴里生、蔡卫旭、麦华浩、李俊军、

刘畅、王孜雯、何永尧、颜锡州、袁云、张士杰、郑锡洪、廖明炬、陶举鹏、麦永尤、梁永、赵中建、霍建荣、

颜利俭、徐俊、杨瑞鸿、赖善斌、董启有、张磊、汪加武、周克强、罗梓华、王小京、季学武、李江茂、柳金波、

邹培聪、盘海群、王昭惠、王孜瑜、王建。

Ⅲ

T/CCIA0020—2024

建筑卫生陶瓷行业双承诺

1范围

本文件规定了建筑卫生陶瓷行业的企业为消费者提供放心消费和线下七日无理由退货双承诺的

基本原则和承诺内容。

本文件适用于建筑卫生陶瓷行业产品（以下简称产品）的销售和配套服务提供。

2规范性引用文件

下列文件中的内容通过文中的规范性引用而构成本文件必不可少的条款。其中，注日期的引用文

件，仅该日期对应的版本适用于本文件；不注日期的引用文件，其最新版本（包括所有的修改单）适用于

本文件。

GB/T10001.1公共信息图形符号第1部分：通用符号

GB/T17242—1998投诉处理指南

3术语和定义

下列术语和定义适用于本文件。

3.1

七日无理由退货sevendaynoreasonreturn

客户收到货七日内，在产品包装完整、不影响二次销售的前提下提出退货要求，商家提供无理由

退货。

3.2

双承诺doublecommitment

企业为消费者提供的放心消费和线下七日无理由退货两种承诺。

4基本原则

4.1主动承诺

4.1.1企业应围绕放心消费和线下七日无理由退货双承诺，在产品和服务质量、交易、经营场所、售后

服务和投诉处理等方面做出本文件所规定的承诺，并制作《放心消费和线下七日无理由退货双承

诺书》。

4.1.2企业应通过企业官网和公信力较高的公共平台，对签订的《放心消费和线下七日无理由退货双

承诺书》进行公示，并主动接受社会监督。

4.1.3《放心消费和线下七日无理由退货双承诺书》的签订参照附录A进行。

4.2积极践诺

4.2.1企业应结合自身情况对照本文件在产品和服务质量、交易、经营场所、售后服务和投诉处理等方

面做出积极的改进。

1