Refund & Returns Policy
This policy outlines the conditions under which refunds and returns are handled for our purchasing agent and shipping services. It follows the same rules as jtlgo.com, which is run by the same operator.
1. Purchasing agent refunds
Before purchase
If you cancel an order before we purchase the item from the seller, you are entitled to a full refund of the product cost. A small processing fee may apply.
After purchase, before shipping
If you cancel after we have purchased the item but before international shipping:
- We will attempt to return the item to the original seller.
- The refund amount depends on the seller’s return policy.
- Domestic shipping costs and service fees are non-refundable.
- A refund is processed within 7 to 14 business days after the seller accepts the return.
After international shipping
Once the package has been dispatched for international shipping, cancellations and refunds are generally not available because the shipping process cannot be reversed.
2. Return and exchange rules (before international dispatch)
These rules apply while your goods are still in our China warehouse. We act as your buying agent: the return or exchange is carried out with the original marketplace seller, under that seller’s rules. We prepare, ship and follow up the request, but the seller decides the outcome.
Request window: 5 days after check-in
Submit the request within 5 days (120 hours) of your goods being checked into our warehouse. Chinese marketplaces give the buyer a 7-day no-reason return right counted from delivery signature; roughly two of those days are used by delivery to our warehouse and check-in, so 5 days is what actually remains. Requests after the window usually cannot be filed with the seller.
When a return or exchange is possible
All of the following must hold:
- the seller offers no-reason returns on that listing;
- the item is in resalable condition as the seller defines it, with packaging, tags, seals and accessories intact;
- the request is inside the 5-day window.
Categories sellers commonly refuse
We will still forward your request, but expect the seller to decline. This list reflects normal marketplace practice, not a restriction of ours:
- made-to-order or customised goods;
- items whose tags, packaging or accessories were removed at your request;
- second-hand goods, and goods sourced outside mainland China;
- underwear, socks, hosiery and adult products;
- food, and book orders of 15 volumes or more;
- sealed cosmetics, skincare, fragrance, hair care and personal care once the seal is broken;
- electronics with a damaged compliance label or water damage, cameras with more than about 20 shutter actuations, and large appliances already installed rather than bench-tested.
What it costs
For a change-of-mind return or exchange you pay domestic shipping to the seller, domestic shipping back from the seller where the listing was not free-shipping, and the service fee below. The purchasing service fee already charged on the original order is not refundable. Where the problem is the seller’s fault (wrong item, missing parts, damage on arrival, item not as described), these costs are pursued with the seller and are not charged to you.
Return and exchange service fee
The first request each calendar month is free. Further requests in the same month are tiered, counted per request:
| Requests this month | Return | Exchange |
|---|---|---|
| 0 to 1 | USD 0 | USD 0 |
| 2 to 5 | USD 2 | USD 3 |
| 6 to 9 | USD 5 | USD 5 |
| 10 or more | USD 10 | USD 10 |
The tier is a safeguard against bulk speculative ordering, not a charge for genuine quality problems.
What we cannot do
- Filing a return with a Chinese seller is a manual step our team performs. Allow one business day for us to open the case with the seller after you submit.
- We cannot force a seller to accept a return or exchange. If the seller refuses, the goods stay in our warehouse and normal storage terms resume after the free storage period.
- Once a parcel has been dispatched on an international leg, it cannot be returned to the Chinese seller. From that point only the shipping-side remedies in section 4 apply.
How to request
- Contact us by email or WhatsApp with your order reference. Say clearly whether you want a return or an exchange, and why, since the two are priced differently.
- Attach evidence. Our warehouse QC photos are taken on receipt and are usually the strongest evidence for a wrong-item, missing-parts or damage claim.
- We file with the seller and keep you updated. Approval is the seller’s decision.
Counterfeit or quality complaints
If you believe an item is counterfeit or substandard, raise it as soon as it is checked into our warehouse, or as soon as you receive the parcel. Send the order reference, payment record, the listing description and photographs showing the problem. We take it up with the seller on your behalf. Authenticity disputes can require a professional appraisal; where one is needed, the cost is borne by the party requesting it.
3. Refund eligibility
| Scenario | Refund available | Notes |
|---|---|---|
| Order cancelled before purchase | Full refund | A small processing fee may apply |
| Wrong item received | Full refund or reship | Photo evidence required |
| Item damaged on arrival (before international dispatch) | Refund or exchange, pursued with the seller | Report within the 5-day window in section 2; our QC photos are the evidence |
| Item damaged during international shipping | Not covered by the current insurance; we help with the carrier claim | Notify us and the local carrier immediately (deadlines vary); the carrier decides any payment |
| Item not as described | Case by case | Our QC photos serve as reference |
| Change of mind | No refund | After the purchase is confirmed |
| Customs seizure | No refund | You are responsible for compliance |
| Shipping costs | Non-refundable | Once the shipment is dispatched |
4. Shipping service refunds
For shipping services:
- Before pickup or drop-off: full refund minus any processing fees.
- After pickup: no refund on shipping costs.
- Lost packages: compensation follows the Cargo Insurance & Claims Policy, which sets the amounts for insured and uninsured cargo.
- Damaged packages: not covered by the current loss-only insurance. Notify us and the local delivery carrier immediately, with photos of the damage; carrier deadlines vary, so do not wait. We help you file the carrier complaint or claim, but the carrier decides liability and any payment.
5. How to request a refund
- Contact us by WhatsApp or email.
- Give your order number and the reason for the request.
- Include photos or other evidence if applicable (damaged or wrong items).
- Our team reviews your request within 2 business days.
- Approved refunds are processed within 7 to 14 business days.
6. Dispute resolution
If you are not satisfied with a refund decision, you may ask for it to be escalated to our management team. We aim to resolve disputes fairly through direct communication.
7. Contact
WhatsApp +852 5604 2694agent@1688sourcingagent.com
See also the Terms of Service and the Privacy Policy.
