Returns, Exchanges & Refund Costs

Start with Eligibility and the Warehouse Clock

The standard return route depends on seller acceptance, the item remaining in resale condition and the request meeting the applicable time limit. The policy describes five days after warehouse stock-in, defining this as 120 hours beginning at the next hour after the status changes to Stocked in.

Record that status time and raise a possible issue promptly. Include the chosen variation, a clear reason and the outcome requested. A timely application is not seller approval; ask the agent to confirm the next step and any cost before the item goes back.

Clarify the Separate Late-Refund Passage

Elsewhere on the same page, the late-refund section measures five days from order placement rather than warehouse stock-in. It distinguishes orders with QC images already provided from those without them. These passages should not be combined into one simple deadline.

For the first scenario, the policy says a seller can reject the late request and describes no refund in that case. For the second, it describes a full refund regardless of seller acceptance. If either might apply, give support the order date, stock-in time, QC-image status and request time, and obtain confirmation for that order.

Check the Published Service-Fee Tiers

For users other than Prime members, the policy describes the first return or exchange operation in each calendar month as exempt from the service fee. The table reorganizes the published CNY amounts for comparison. A waived service fee does not remove separately payable return delivery.

The final tier is worded as more than ten operations, leaving the tenth operation unspecified. The page also excludes Prime members from the stated monthly allowance without explaining their terms here. Confirm those cases and the operation count used for your account before approving a charge.

Keep Return Transport Separate

For a return without a quality issue, the policy assigns shipping costs to the buyer. If seller delivery was free, the buyer still pays to return the item. If seller delivery was charged, the buyer may bear the original domestic shipment as well as return transport.

For a quality issue, the policy describes seller responsibility for shipping following the submitted request. Confirm the accepted reason and seller decision. Keep enough account balance for any confirmed transport and service charge.

The policy FAQ says a return request while the order is not yet shipped has no fee. It describes charging when a non-quality return is stocked in and the monthly free allowance has been used. If the account display is unclear, ask the agent to identify the status, allowance and resulting charge.

Send an Actionable Request

Provide the order reference, payment evidence, listing description, selected variation and photos showing the issue. Describe whether you want a return, exchange or clarification. A concrete difference between the order and received item is more useful than an unexplained dislike.

For an excluded item with a quality problem, the policy describes assistance with seller communication based on the circumstances. Preserve the item and packaging while a decision is pending. A suspected authenticity issue may require professional assessment, with the buyer bearing an appraisal cost if required.

Check the Actual Refund Record

The policy bases the refund or exchange total on the item price actually paid. Separate that amount from domestic delivery, return freight and service fees so you can identify which entries were refunded, retained or charged.

Keep the application reference, seller decision and settlement together. If a figure differs from the agreed outcome, send those records in one enquiry. The policy used here does not establish a universal refund-processing duration or payment-provider destination, so neither is promised in this guide.