Returns and Refunds
Terms of Promised Returns with No Reasons
Types of services → Terms of Promised Returns with no reasons
What is 5-Day Return/Exchange Guarantee?
5-Day Return/Exchange 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 5 days after the product is signed (i.e. within 5 days after the product is stocked in the warehouse), the buyer can return/exchange the purchased product based on this rule and associated rules released by third-party platforms. Some products offer 7–10 days of return, and the final refund period is subject to the actual order situation.
How to determine if the product is eligible for Return/Exchange Guarantee?
Products are either "Eligible" or "Ineligible" for the 5-Day Free Return/Exchange Service.
Ineligible (Unavailable)
| Type | E.g. | After-Sales Service |
|---|---|---|
| Custom-made | Products of tailored designs | Unavailable |
| Products whose packaging, tags, accessories have been removed upon user request | Clothes whose tags have been removed | Unavailable |
| Newspaper, periodicals | Subscribed books and periodicals | Unavailable |
| Second-hand products | Second-hand products | Unavailable |
| Products from outside the Chinese mainland | Products bought from overseas, Hong Kong and Macao regions | Unavailable |
| Undergarments | Underwear, socks, leggings | Unavailable |
| Adult products | Adult products | Unavailable |
| Others stipulated by the seller | Subject to seller rules | Unavailable |
| Food | Biscuits, candies, etc. | Unavailable |
| Books (≥15) | No less than 15 books | Unavailable |
| Opened products that are required to meet "Special Standards" for return packing | Sealed products, please refer to the attached table (Click to view "Special Standards Table") | Unavailable |
After receiving your request, we will negotiate with the seller for return/exchange, but the final result is subject to the seller's decision.
Eligible (Available)
When the product meets all of the following requirements:
- It is offered guaranteed returns by the seller;
- It is in a re-salable condition as required by the seller;
- It has been stocked in the warehouse for no more than 5 days.
For return/exchange requests submitted within 5 days after stock-in, we will proceed per standard procedure.
Shipping fee responsibility: For products with the free shipping offer, you will be responsible for the shipping fee when returning the product. For products without the free shipping offer, you will be responsible for both shipping fees — when the sellers ship the product to our warehouse and when you return the product to the seller.
How to Request Return/Exchange Service
Within 5 days (starts at the next hour after the status changes to "Stocked in"; 5 days = 120 hours) after the order status is changed to "Stocked in", you can request return/exchange service on your page. The request might not be accepted after the time expires.
Fees:
Unconditional return/exchange fee = Shipping cost to the seller + Shipping cost from the seller + Return/Exchange service fee
How to determine who is responsible for the return/exchange of the product (me, the seller or other parties)
(Please select a reason based on the actual situation)
| Responsible Party | Situation | Related Cases | Fees |
|---|---|---|---|
| The customer | I don't want the product anymore / I purchased the wrong product / extra product / Shipping fee is way over my budget | Client A/B/C requests the guaranteed return/exchange service for personal reasons | Every month, our users are free of charge for the first return and the first exchange. If the number of times is exceeded, the "return/exchange service fee" will be charged according to the latest announcement's standard. For example, for the 2nd return in the month, the customer needs to pay the fee = the freight sent by the seller + the freight sent to the seller + the service fee of 5 yuan; for the 6th return in the month, the customer needs to pay the cost = the freight sent by the seller + the freight sent to the seller + service fee of 10 yuan. |
| The customer | The seller thinks the product has no quality issue (Click to view "Examples of Defective Products / Quality Issues") | Client D thinks that the product is different from what the photo shows and requests the guaranteed return/exchange service. After verifying with the seller, it is concluded the product has no quality issue | For example, for the 2nd exchange in the month, the customer needs to pay the fee = the freight sent by the seller + the freight sent to the seller + the service fee of 10 yuan; for the 6th exchange in the month, the customer needs to pay the cost = the freight sent by the seller + the freight sent to the seller + service fee of 20 yuan. |
| The 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 | Customers do not need to bear the cost of return and exchange due to non-customer reasons. For example, the seller sent the wrong product, the product purchased by the client was found to have obvious quality (damage) when it was put into the warehouse, or the express delivery caused the product to be damaged. |
| The seller | Quality issues | The product has quality issues. For example, holes and stains. | Customers do not need to bear the cost of return and exchange due to non-customer reasons (see above). |
| 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 and FAQ
Notes:
- The refund/exchange total is based on the product price that you actually paid.
- We can only return/exchange the product for you when the seller agrees.
- Please make sure that there is enough balance in your account after requesting the return/exchange 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/exchange 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 have 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 is 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 are 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. |
| Level II Category "Game Software" under Level I Category "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 Level I Category "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. |
| Level II Category "Animal Health Products/Veterinary Drugs" under Level I Category "Ranching/Farm Products" | The one-time sealing packaging (if any) of the products must remain sealed. |
The one-time sealing packaging (if any) of the products like food (including supplements), cosmetics, medical devices, contraceptives, personal care supplies, adult supplies, baby diapers, books, and audio-visual products 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/exchange guarantee"?
When there is a quality issue with the product, Originhaul 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/exchange service will be unavailable based on the rules from the third-party platform. Originhaul 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/exchange guarantee"?
The product must be new and meet the resell requirement before requesting the return/exchange 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/exchange request meets the three conditions: First, the product has no quality issues. Second, the product is already stocked in the warehouse. Third, you have used up the free returns/exchanges allowed for this month. So, when a product is not shipped yet, we will not charge you any fee.
4. If the seller offers free shipping and the shipping insurance, do I still need to pay for the shipping (seller shipped the product to you when you purchased the product) when returning a product?
For the shipping insurance, the compensation from the insurance company is determined by the rate of product return and our sourcing account has a high rate of product return. It is possible that the insurance company will decline the claim, so the shipping insurance may not work. Also, for products with free shipping, the seller paid for the shipping when shipping the product to the warehouse, and you will have to pay the seller back if you request the return/exchange service. For that reason, you will pay for the two-way shipping fees when you request the return/exchange service.
After-sales handling by order status
- When the order status is [Paid]: You can contact customer service to cancel the order.
- When the order status is [Processing]: Our purchase has been completed and the merchant has not delivered the goods. We will cancel the order for you, and the payment will be returned to the available balance of your Originhaul account.
- When the order status is [Mailed]: The merchant has already shipped the goods, and we need to discuss with the seller whether the goods can be returned. If the seller agrees to return the goods and does not need to pay for the freight, the money will be returned to the available balance of your Originhaul account after the return is completed. If the seller agrees to return the goods but we need to pay the freight at our own expense, we will first inform the customer and get the customer's agreement, then we will advance the freight first. After the return shipping is completed, we will deduct the freight from the customer's payment before returning the remaining amount to your Originhaul account's available balance.
- The order status is [Warehouse] within 5 days — Replacement: When the user applies for a replacement, we will apply to the seller. The specifics depend on whether the seller agrees. After agreeing, we will return it to you as soon as possible. The exchanged product will be returned to the seller and shipped again. It usually takes 7–20 days for storage, depending on the seller. If you need to pay for the exchange, the freight will be borne by the buyer.
- The order status is [Warehouse] within 5 days — Return: When a user applies for a return, we will apply to the seller. The specifics depend on whether the seller agrees. After agreeing, we will return it to you as soon as possible. After the merchant receives the goods and returns the payment, the corresponding payment will be refunded to your Originhaul account balance after our purchase. It usually takes 7–15 days, depending on the time the seller confirms the refund. If shipping costs occur during the return process, we will deduct the relevant shipping costs from the refund amount.
- Beyond the return period: If the order is placed in the warehouse for more than the unreasonable return period, we will first negotiate with the merchant whether the product can be returned. If possible, follow the return process within the return period. If not, the product cannot be returned.