Check eligibility before changing the item
Eligible, seller-supported items have a five-day (120-hour) application window after warehousing, calculated from the next full hour. Check your actual order deadline. Seller support and resale condition are required; custom goods, some sealed or personal-use goods, removed packaging and seller-excluded products may not qualify.
The free storage period is a separate deadline. Having storage time left does not extend the return window.
Submit evidence that explains the problem
- Identify the order number, item and selected option.
- State whether it is a wrong item, a visible defect or a change of mind.
- Attach the relevant QC photos and mark the affected area.
- Keep tags, packaging and accessories intact while the case is checked.
Order/item [number], selected option [size/colour]. The issue is [brief description]. Attached photos show [area]. Please confirm return eligibility, the applicable charges and the return instructions before anything is dispatched.
Confirm what you will pay and receive
| Cost or amount | Question to resolve |
|---|---|
| Service charge | No-reason returns or exchanges have a published CNY 5 service charge. Confirm whether it applies to this case. |
| Postage | Confirm responsibility for return postage and, for an exchange, delivery of the replacement. |
| Refund amount | Ask which item amount will be refunded and which charges remain. Payment-processing fees are non-refundable. |
| International return | Confirm transport costs and any import costs before sending goods back from abroad. |
Responsibility, order conditions and any allowance can affect the amount due. Keep the result with your order cost record.
Follow the request to completion
Wait for case-specific return instructions, keep the tracking and monitor seller receipt. Refunds reach the account wallet after the seller repays the money; accepting a request does not mean the refund is complete. If progress stops, ask which stage is outstanding.
A carrier returning an international parcel is a different process. Use the returned parcel guide if the tracking shows a transport return rather than a seller return.