What is 5-Day Return/Exchange Guarantee?
5-Day Return/Exchange Guarantee is a special after-sales service (including the service itself and the tech support) offered to customers by sellers on third-party platforms. Within 7 days after the product is signed , the buyer can return/exchange the purchased product based on this rule and associated rules released by third-party platforms.
How to determine if the product is eligible for Return/Exchange Guarantee?
Products are either “Eligible” or “Ineligible” for the 5-Day Free Return/Exchange Service
| type | E.g. | After-Sales Service | |
| Unavailable | Custom-made | Products of tailored designs | After receiving your request, we will negotiate with the seller for return/exchange, but the final result is subject to the seller’s decision. |
| Products whose packaging, tags, accessories have been removed upon user request | Clothes whose tags have been removed | ||
| Newspaper, periodicals | Subscripted books and periodicals | ||
| Second-hand products | Second-hand products | ||
| Products from outside the Chinese mainland | Products bought from overseas, Hong Kong and Macao regions | ||
| Undergarments | Underwear, socks, leggings | ||
| Adult products | Adult products | ||
| Others stipulated by the seller | Subject to seller rules | ||
| Food | Biscuits, candies, etc. | ||
| Books（≥15） | No less than 15 books | ||
| Opened products that are required to meet “Special Standards” for return packing. | Sealed products, please refer to the attached table（click to view “Special Standard“） | ||
| Available | When the product meets all of the following requirements:is offered guaranteed returns by the seller;is in are-salable condition as required by the seller;has been stocked in the warehouse for no more than 5 days.For products with the free shipping offer, you will be responsible for the shipping fee when returning the product. For products without the free shipping offer, you will be responsible for both shipping fees when the sellers ship the product to our warehouse and when you return the product to the seller. | For return/exchange request submitted within 5 days after stock-in, we will proceed per standard procedure. | |
How to Request Return/Exchange Service
Within 5 days (starts at the next hour after the status changes to “Stocked in”, 5 days =120 hours) after the order status is changed to “Stocked in”, you can request return/exchange service on your page. The request might not be accepted after the time expires.
Fees：
All users are exempt from the Service Fee for the first return /exchange operation in each calendar month. additional application will be charged as follow :
Unconditional return = Shipping cost to the seller + shipping cost from the seller + 5 RMB (Service Fee)
Unconditional exchange = Shipping cost to the seller + shipping cost of 2 trips from the seller + 5 RMB (Service Fee)
Note: Even if the seller offers free shipping at purchase, you will need to pay back the shipping fee of the first dispatch when you apply for return/exchange.
How to determine who is responsible for the return/exchange of the product (me, the seller or other parties)
(Please select a reason based on the actual situation)
| Responsible Party | Situation | Related Cases | Fees |
|---|---|---|---|
| Customer | I Don’t want the product anymore | Client A requests the guaranteed return/exchange service for personal reasons | Customers need to pay the service fee for returns and exchanges if customer him or herself is the responsible party Unconditional return = Shipping cost to the seller + shipping cost from the seller + 5 RMB (Service Fee) Unconditional exchange = Shipping cost to the seller + shipping cost of 2 trips from the seller + 5 RMB (Service Fee) Note: Even if the seller offers free shipping at purchase, you will need to pay back the shipping fee of the first dispatch when you apply for return/exchange. |
| I Purchased the wrong product/extra product | Client B requests the guaranteed return/exchange service for personal reasons. | ||
| Shipping fee is way over my budget. | Client C requests the guaranteed return/exchange service as the international shipping fee is much higher than his budget | ||
| The seller thinks the product has no quality issue | Client D thinks that the product is different from what the photo shows and requests the guaranteed return/exchange service. After verifying with the seller, it is concluded the product has no quality issue(Click to view “Example of Defective Products/Quality Issues“) | ||
| Seller | The seller shipped the wrong product. | The seller ships the wrong product due to his own negligence and the received product is different from what was ordered. For example, the color or size of the product is different from what the client ordered | The customer normally, does not need to pay the cost of return and exchange caused by non-customer reasons. Unless seller insists customer need to pay for shipping. |
| Quality issues | The product has quality issues. For example, holes, and stains. | ||
| Others | The product is damaged during the domestic transportation | The product purchased by the client is already damaged when arriving at the warehouse due to the domestic transportation |
Notes and FAQ
Notes:
- The refund/exchange total is based on the product price that you actually paid
- We can only return/exchange the product for you when the seller agrees
- Please make sure that there is enough balance in your account after requesting the return/exchange service so you can pay for the return shipping and service fee.
- Please refer to the table below for the return packaging requirements of certain products. you will not be able to return/exchange the product when the requirement is not met.
Special Standards
| Product Category | Special Standards |
|---|---|
| New Sneakers | Anti-theft clasp (if anyif any) and the anti-damage sticker has not been cut/removed, and are fully functional. |
| Detergent/ Tampon/ Paper/ Fragrance | The one-time sealing packaging (if any) of the personal care products must remain sealed. |
| Hair Care/ Wig | The one-time sealing packaging (if any) of the hair care products must remain sealed. |
| Skin Care/ Body Care/ Essential Oil | The one-time sealing packaging (if any) of the products must remain sealed |
| Cosmetics/ Perfume/ Beauty Tools | The one-time sealing packaging (if any) of the products must remain sealed |
| Digital Products/ Home Appliances (Excluding cameras and large home appliances) | 1. The internet access permit is not damaged (destroyed).2. There is no water damage. |
| Digital Camera/SLR Camera/Camera | The shutter of SLR cameras are not pressed more than 20 times. |
| Large Home Appliances | 1. LCD TV and air conditioner: has not been installed to the wall. Simple debugging is allowed.2. Washing machine: has not been used with water. |
| Models/ Anime Products/ Anime-Related Peripherals/ Cosplay Products/ Board Games | The tapes and plastic seals (when there is any) on products like models, figures, soldier figures, BJD cannot be removed. |
| Electronic Components | 1. No welding operation.2. The integrated circuits have never been installed on any IC base.3. The one-time sealing packaging of consumables like thermal silicon grease/thermal paste, electronic glue/ encapsulating glue/ sealant/ adhesive, conductive glue, and conductive ink must remain sealed. |
| Level II Category “Game Software” under Level I Category “Video Game/ Accessories/ Games/ Game Guide “ | The one-time sealing packaging (if any) of the products must remain sealed |
| Pet Foods, Health Products, and Drugs under Level I Category “Pets/Pet Foods and Supplies” | The one-time sealing packaging (if any) of the products must remain sealed |
| Books/ Magazines | 1. The one-time sealing packaging (if any) of the products must remain sealed2. There are no traces of folding, water stains, stains, ink, and traces left by reading on the product. |
| Level II Category “Animal Health Products/Veterinary Drugs” under Level I Category “Ranching/ Farm Products” | The one-time sealing packaging (if any) of the products must remain sealed |
| The one-time sealing packaging (if any) of the products like food (including supplements), cosmetics, medical devices, contraceptives, personal care supplies, adult supplies, baby diapers, books, and audio-visual products must remain sealed. “Sealed” refers to: The seals or the plastic wrap on the packaging of the product applied by the manufacturers. | |
