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Return & Exchange Policy

  1. What's the 5-Day Return/Exchange Guarantee? Our 5-Day Return/Exchange Guarantee is a unique after-sales service offered by sellers on third-party platforms to ensure customer satisfaction. If within 7 days of receiving your product (meaning within 5 days after it's been logged in our warehouse), you decide the product isn't right for you, you can request a return or exchange according to this policy and any additional rules from the third-party platforms.

  2. Eligibility for Return/Exchange Guarantee Products can either qualify for our 5-Day Return/Exchange service or not, depending on several factors:

  • Not Eligible: Custom items, products modified at your request (like clothes with removed tags), subscription-based items, second-hand goods, products from outside mainland China, certain personal items, and others as defined by the seller.

  • Eligible: Items that come with a return guarantee from the seller, are in resellable condition, and have been in the warehouse for no more than 5 days. Note that if the product came with free shipping, you'll cover the return shipping fee. If it didn't, you're responsible for both the initial and return shipping fees.

To initiate a return/exchange within the 5-day period post-warehouse stocking, we follow a standard procedure.

  1. Requesting a Return/Exchange You have 120 hours (5 days starting the hour after your order is marked as "Stocked in") to request a return/exchange through your account page. Requests might not be accepted after this timeframe.

Fees:

  • Your first return/exchange each month won't have a service fee. Additional requests are subject to fees: Unconditional returns or exchanges include shipping costs plus a small service fee. Remember, if the seller provided free shipping, you'd need to cover the initial shipping fee when returning/exchanging an item.
  1. Determining Responsibility for Returns/Exchanges Depending on the situation, either you, the seller, or another party might be responsible for the return/exchange costs:

  • Customer Responsibility: If you change your mind, order the wrong item, find shipping costs too high, or if the seller determines there's no quality issue with the product, you'll cover the fees.

  • Seller Responsibility: If the seller sends the wrong item or if there's a quality issue with the product.

  • Other Situations: If the product is damaged during domestic transport.

  1. Additional Notes and FAQs
  • Refunds or exchanges are based on the price you paid.
  • We can only proceed with a return/exchange if the seller agrees.
  • Ensure your account has sufficient funds to cover return shipping and service fees.
  • Specific return packaging standards must be met for some products, like new sneakers, personal care items, electronics, and others, where the original sealing must remain intact.

FAQs:

  1. Ineligible Orders: If an order doesn't qualify for the guarantee and there's a quality issue, we'll discuss with the seller for a resolution. If no quality issue is found, return/exchange services are based on third-party platform rules.

  2. Shipping Fees: If returning/exchanging due to quality, the seller covers shipping. Otherwise, you're responsible for shipping fees.

  3. Charges for Unshipped Orders: No charges apply for returns/exchanges if the order hasn't shipped. Charges apply under three conditions: no quality issues, the product is in the warehouse, and you've exceeded your monthly free return/exchange quota.

  4. Checking Free Returns/Exchanges: You can see your monthly free returns/exchanges status on the return/exchange service request page under your orders.