Returns & Exchanges
Returns & Exchanges
What is 5-Day Return Guarantee?
5-Day Return Guarantee is a special after-sales service (including the service itself and the tech support) offered to customers by sellers on third-party platforms. Within 7 days after the product is signed (i.e. within 5 days after the product is stocked in the warehouse), the buyer can return the purchased product based on this rule and associated rules released by third-party platforms.
How to determine if the product is eligible for Return Guarantee?
Products are either "Eligible" or "Ineligible" for the 5-Day Free Return Service.
| Type | E.g. | After-Sales Service | |
|---|---|---|---|
| Unavailable | Custom-made | Products of tailored designs | After receiving your request, we will negotiate with the seller for return, but the final result is subject to the seller's decision. |
| Products whose packaging, tags, accessories have been removed upon user request | Clothes whose tags have been removed | ||
| Newspaper, periodicals | Subscripted books and periodicals | ||
| Second-hand products | Second-hand products | ||
| Products from outside the Chinese mainland | Products bought from overseas, Hong Kong and Macao regions | ||
| Undergarments | Underwear, socks, leggings | ||
| Adult products | Adult products | ||
| Others stipulated by the seller | Subject to seller rules | ||
| Food | Biscuits, candies, etc. | ||
| Books (≥15) | No less than 15 books | ||
| Opened products that are required to meet "Special Standards" for return packing | Sealed products, please refer to the attached table | ||
| Available | When the product satisfies all the following requirements: The seller offers a return guarantee; It is in a marketable state as required by the seller; The time of inventory in the warehouse does not exceed 5 days. For products with free shipping, you shall be responsible for the shipping cost when returning the product. Regarding products without the free-shipping privilege, you are required to cover the shipping costs both when the seller ships the product to our warehouse and when you return the product to the seller. | For return request submitted within 5 days after stock-in, we will proceed per standard procedure. | |
How to Request Return Service
Within five days after the order status becomes "Warehoused" (beginning from the next hour after the status turns to "Warehoused", with five days equivalent to 120 hours), you can request return service on your page. The request might not be accepted after the time expires.
Fees
The service fee of refund application will be charged as follow:
Unconditional return = Shipping cost to the seller + shipping cost from the seller + 5 RMB (Service Fee)
Note: Even if the seller offers free shipping at purchase, you will need to pay back the shipping fee of the first dispatch when you apply for return.
How to determine who is responsible for the return of the product (me, the seller or other parties)
(Please select a reason based on the actual situation)
| Responsible Party | Situation | Related Cases | Fees |
|---|---|---|---|
| Customer | I don't want the product anymore | Client A requests the guaranteed return service for personal reasons | Unconditional return = Shipping cost to the seller + shipping cost from the seller + 5 RMB (Service Fee). Note: Even if the seller offers free shipping at purchase, you will need to pay back the shipping fee of the first dispatch when you apply for return. |
| I purchased the wrong product/extra product | Client B requests the guaranteed return service for personal reasons | ||
| Shipping fee is way over my budget | Client C requests the guaranteed return service as the international shipping fee is much higher than his budget | ||
| The seller thinks the product has no quality issue | Client D thinks that the product is different from what the photo shows and requests the guaranteed return service. After verifying with the seller, it is concluded the product has no quality issue | ||
| Seller | The seller shipped the wrong product | The seller ships the wrong product due to his own negligence and the received product is different from what was ordered. For example, the color or size of the product is different from what the client ordered | The customer normally does not need to pay the cost of return caused by non-customer reasons. Unless seller insists customer need to pay for shipping. |
| Quality issues | The product has quality issues. For example, holes and stains. | ||
| Others | The product is damaged during the domestic transportation | The product purchased by the client is already damaged when arriving at the warehouse due to the domestic transportation |
Notes
- The refund total is based on the product price that you actually paid.
- We can only return the product for you when the seller agrees.
- Please make sure that there is enough balance in your account after requesting the return service so you can pay for the return shipping and service fee.
- Please refer to the table below for the return packaging requirements of certain products. You will not be able to return the product when the requirement is not met.
Special Standards
| Product Category | Special Standards |
|---|---|
| New Sneakers | Anti-theft clasp (if any) and the anti-damage sticker has not been cut/removed, and are fully functional. |
| Detergent / Tampon / Paper / Fragrance | The one-time sealing packaging (if any) of the personal care products must remain sealed. |
| Hair Care / Wig | The one-time sealing packaging (if any) of the hair care products must remain sealed. |
| Skin Care / Body Care / Essential Oil | The one-time sealing packaging (if any) of the products must remain sealed. |
| Cosmetics / Perfume / Beauty Tools | The one-time sealing packaging (if any) of the products must remain sealed. |
| Digital Products / Home Appliances (Excluding cameras and large home appliances) | 1. The internet access permit is not damaged (destroyed). 2. There is no water damage. |
| Digital Camera / SLR Camera / Camera | The shutter of SLR cameras are not pressed more than 20 times. |
| Large Home Appliances | 1. LCD TV and air conditioner: has not been installed to the wall. Simple debugging is allowed. 2. Washing machine: has not been used with water. |
| Models / Anime Products / Anime-Related Peripherals / Cosplay Products / Board Games | The tapes and plastic seals (when there is any) on products like models, figures, soldier figures, BJD cannot be removed. |
| Electronic Components | 1. No welding operation. 2. The integrated circuits have never been installed on any IC base. 3. The one-time sealing packaging of consumables like thermal silicon grease/thermal paste, electronic glue/encapsulating glue/sealant/adhesive, conductive glue, and conductive ink must remain sealed. |
| Game Software (under Video Game / Accessories / Games / Game Guide) | The one-time sealing packaging (if any) of the products must remain sealed. |
| Pet Foods, Health Products, and Drugs (under Pets/Pet Foods and Supplies) | The one-time sealing packaging (if any) of the products must remain sealed. |
| Books / Magazines | 1. The one-time sealing packaging (if any) of the products must remain sealed. 2. There are no traces of folding, water stains, stains, ink, and traces left by reading on the product. |
| Animal Health Products / Veterinary Drugs (under Ranching / Farm Products) | The one-time sealing packaging (if any) of the products must remain sealed. |
| Food (including supplements), cosmetics, medical devices, contraceptives, personal care supplies, adult supplies, baby diapers, books, and audio-visual products | The one-time sealing packaging (if any) must remain sealed. "Sealed" refers to: The seals or the plastic wrap on the packaging of the product applied by the manufacturers. |
FAQ
1. What to do when there is an after-sales problem with an order that is ineligible for the "return guarantee"?
When there is a quality issue with the product, Pikobuy will verify with the seller based on the actual situation. We will figure out the final solution and notify the user. If the product has no quality issue, the return service will be unavailable based on the rules from the third-party platform. Pikobuy will try to communicate with the seller and protect the user's rights.
2. Who will be responsible for the shipping fee when using the "return guarantee"?
The product must be new and meet the resell requirement before requesting the return service. If the product has no quality issue, the user will be responsible for the shipping fees. If there is a quality issue with the product, the seller will be responsible for the shipping fees after the user submits the request.
3. Will there be any charges if I request the return service when the order status is "not shipped"?
Don't worry, in this case, there will be no charge. You will only be charged when the return request meets the two conditions: First, the product has no quality issues. Second, the product is already stocked in the warehouse. So, when a product is not shipped yet, we will not charge you any fee.