Returns & Exchanges
Returns & Exchanges
What is the 5-Day Return Guarantee?
The 5-Day Return Guarantee is a special after-sales service (including the service itself and technical support) provided by third-party platform sellers to customers. Within 7 days of signing for the product (i.e., within 5 days of the product entering the warehouse), buyers may return the purchased product in accordance with this rule and the relevant rules published by the third-party platform.
How do I know if a product qualifies for the Return Guarantee?
Products are categorized as either "Eligible" or "Not eligible" for the free 5-day return service.
| Type | Example | After-sales service | |
|---|---|---|---|
| Not returnable | Customized products | Products with customized designs | After receiving your request, we will negotiate the return with the seller, but the final outcome is subject to the seller's decision. |
| Products whose packaging, labels, or accessories have been removed at the user's request | Clothes with cut tags | ||
| Newspapers and periodicals | Subscribed books and periodicals | ||
| Second-hand products | Second-hand products | ||
| Products from regions outside mainland China | Products purchased overseas, in Hong Kong, or Macau | ||
| Intimate apparel | Underwear, socks, leggings | ||
| Adult products | Adult products | ||
| Other goods specified separately by the seller | Subject to the seller's rules | ||
| Food | Cookies, candy, etc. | ||
| Books (≥15 copies) | No fewer than 15 books | ||
| Opened products that must meet the "special standards" return packaging requirements | Sealed products — please refer to the attached table | ||
| Returnable | When a product meets all of the following conditions: the seller offers a return guarantee; the product is in the resalable condition required by the seller; and it has been in the warehouse for no more than 5 days. For products with free shipping, you bear the shipping cost for the return. For products without free shipping, you need to bear both the seller's shipping cost to the warehouse and the cost of returning it to the seller. | Return requests submitted within 5 days of warehousing will be processed according to the standard procedure. | |
How to apply for the return service
Within five days after the order status changes to "In Warehouse" (counted from the next hour after the status changes to "In Warehouse"; five days equal 120 hours), you can apply for the return service on the page. Applications may not be accepted after this period.
Fee
The service fee for refund requests will be charged as follows:
Unconditional return = shipping back to seller + seller's original shipping fee + RMB 5 (service fee)
Note: Even if the seller offered free shipping at purchase, you will still need to pay the shipping fee for the first delivery when requesting a return.
How to determine who is responsible for the return (me, the seller, or another party)
(Please select the reason based on the actual situation)
| Responsible party | Situation | Related cases | Fee |
|---|---|---|---|
| Customer | I no longer want this product | Customer A applied for the return guarantee service for personal reasons | Unconditional return = shipping back to seller + seller's original shipping fee + RMB 5 (service fee). Note: Even if the seller offered free shipping at purchase, you will still need to pay the shipping fee for the first delivery when requesting a return. |
| I bought the wrong product / bought too many | Customer B applied for the return guarantee service for personal reasons | ||
| The shipping cost far exceeded my budget | Customer C applied for the return guarantee service because the international shipping cost far exceeded their budget | ||
| The seller believes the product has no quality issues | Customer D believed the product did not match the pictures and applied for the return guarantee service. After verification with the seller, it was confirmed that the product had no quality issues | ||
| Seller | The seller shipped the wrong product | The seller mistakenly shipped the wrong product, and the received product does not match the order. For example, the color or size differs from what the customer ordered | Normally, customers do not need to bear return costs for returns not caused by the customer, unless the seller insists that the customer pay the shipping fee. |
| Quality issues | The product has quality issues, e.g., holes or stains | ||
| Other | The product was damaged during domestic shipping | The product purchased by the customer was already damaged upon arrival at the warehouse due to domestic shipping |
Notes
- The total refund is based on the actual product price you paid.
- We can only return the product for you with the seller's consent.
- After applying for the return service, please ensure your account balance is sufficient to cover the return shipping fee and service fee.
- Please refer to the table below for return packaging requirements for certain products. Products that do not meet the requirements cannot be returned.
Special standards
| Product category | Special standards |
|---|---|
| New sneakers | The anti-theft buckle (if any) and tamper-proof sticker have not been cut/removed and are fully functional. |
| Detergents / sanitary napkins / paper products / fragrances | The disposable sealed packaging (if any) of personal care products must remain sealed. |
| Hair care / wigs | The disposable sealed packaging (if any) of hair care products must remain sealed. |
| Skincare / body care / essential oils | The disposable sealed packaging (if any) of the product must remain sealed. |
| Cosmetics / perfumes / beauty tools | The disposable sealed packaging (if any) of the product must remain sealed. |
| Digital products / home appliances (excluding cameras and large appliances) | 1. The network access license is undamaged (not destroyed). 2. No signs of water damage. |
| Digital cameras / DSLR cameras / cameras | The shutter count of a DSLR camera must not exceed 20 actuations. |
| Large home appliances | 1. LCD TVs and air conditioners: not wall-mounted; simple testing is allowed. 2. Washing machines: no water has been used. |
| Models / anime products / anime merchandise / cosplay products / board games | The tape and plastic seals (if any) on models, figures, action dolls, BJDs and similar products must not be removed. |
| Electronic components | 1. No soldering has been performed. 2. Integrated circuits have never been installed in any IC socket. 3. The disposable sealed packaging of consumables such as thermal grease/thermal paste, electronic glue/potting compound/sealant/adhesive, conductive glue and conductive ink must remain sealed. |
| Game software (subcategories under video games/accessories/games/strategy guides) | The disposable sealed packaging (if any) of the product must remain sealed. |
| Pet food, supplements and medicines (subcategories under pets/pet food & supplies) | The disposable sealed packaging (if any) of the product must remain sealed. |
| Books / magazines | 1. The product's disposable sealed packaging (if any) must remain sealed. 2. The product must be free of creases, water marks, stains, ink marks, and signs of reading. |
| Animal health products / veterinary medicines (subcategories under livestock/agricultural products) | The disposable sealed packaging (if any) of the product must remain sealed. |
| Food (including health supplements), cosmetics, medical devices, contraceptives, personal care products, adult products, baby diapers, books, and audio-visual products | The disposable sealed packaging (if any) must remain sealed. "Sealed" means: the seal or plastic wrap applied by the manufacturer on the product packaging. |
FAQ
1. What should I do if an order not covered by the "Return Guarantee" has an after-sales issue?
If the product has a quality issue, Pikobuy will verify the situation with the seller, determine the final solution, and notify the user. If the product has no quality issue, the return service cannot be provided according to the third-party platform's rules. Pikobuy will do its best to communicate with the seller and protect the user's rights.
2. Who pays the shipping fee when using the "Return Guarantee"?
Before applying for the return service, the product must be brand new and meet the requirements for resale. If the product has no quality issue, the shipping fee is borne by the user. If the product has a quality issue, the shipping fee is borne by the seller after the user submits the request.
3. Will I be charged if I request a return when the order status is "Not Shipped"?
Rest assured, no fees will be charged in this case. Fees are only charged when a return request meets both conditions: first, the product has no quality issue; second, the product has entered the warehouse. Therefore, if the product has not yet been shipped, we will not charge you any fees.