Returns and Refunds – Taobao, Tmall, Jingdong, 1688 massive purchase of goods

1. What is the 5-Day Return/Exchange Guarantee?

It refers to the special after-sales service provided by the "seller" to its buyers through the technical support and services offered by the third-party platform. If the order is signed for within 7 days from the date of receipt of the goods (i.e., within 5 days after the goods are wareited), the buyer is allowed to return or exchange the purchased goods in accordance with the provisions of this rule and other publicized rules of the third-party platform.

2. Which Products Are Eligible?

✅ Eligible Products

The seller supports return/exchange

The product is in resalable condition

The item has been in the warehouse for ≤5 days

Buyer covers return shipping (unless the product was faulty)

❌ Not Eligible

Customized or tailored items

Products with removed packaging, tags, or accessories

Second-hand goods

Items sourced outside Mainland China

Underwear, adult products

Food, snacks, or 15+ books

Opened items that do not meet special packaging standards

3. How to Request a Return or Exchange?

Submit your request within 5 days (120 hours) after the order status changes to “Stored”.

4. Fees

Service Type Included Charges
Return (no reason) Seller's original shipping + warehouse return shipping + 5 CNY service fee
Exchange (no reason) Seller's original shipping + warehouse return shipping + seller's re-shipping + 5 CNY service fee
⚠️ Even if the product was shipped free of charge, the customer is still responsible for covering the actual shipping costs when initiating a return or exchange.

5. Who Pays the Costs?

Responsibility	Situation Example	Who Pays?
Customer	Changed mind, wrong item, budget concerns	Customer covers both ways + 5 CNY
Seller	Wrong item sent, quality defect	Seller covers all costs
Other	Damaged during domestic shipping	Handled on a case-by-case basis

*Unless the seller insists otherwise.

📌 Important Notes & FAQs

The total amount refunded or exchanged is based on the actual price you paid for the product.

We can only process a return or exchange if the seller agrees.

After applying for a return/exchange, please ensure your account has enough balance to cover the return shipping and service fee.

Some products have specific return packaging requirements (see the table below). If the requirements are not met, the return or exchange will not be accepted.

Product Category
Special Standards
Sports shoes new
If there are anti-theft clasps or anti-damage stickers, they must not be cut off or torn. And it does not affect reasonable use
Washing and care cleaner/sanitary napkins/paper/aromatherapy
Disposable sealed packaging of personal care products (if any) that have not been opened.
Hair care/wigs
One-time sealed packaging of hair care products (if any) that have not been opened.
Beauty care/body care/essential oils
(If any) The goods are in one-time sealed packaging that has not been opened.
Makeup/Perfume/beauty tools
(If any) The goods are in one-time sealed packaging that has not been opened.
The digital home appliance industry (excluding cameras and large household appliances)
1. The network access license is not damaged (destroyed).
2. No immersion solution;
Digital camera/single-lens reflex camera/video camera
The shutter of single-lens reflex camera products should not be used more than 20 times.
Big household appliances
1. LCD TVS and air conditioners are allowed to be simply powered on and debugged, but must not be installed on walls for use.
2. The washing machine must not be used after running water.
Model toys/anime/merchandise /COS/ board games
The adhesive tape and plastic seal of the inner packaging (if any) of models, figurines, soldiers and BJD category products cannot be opened.
Electronic components
1. No welding operation has been performed before;
2. The integrated circuit is not installed on the IC base.
3. Consumables (thermal grease/thermal paste, electronic glue/potting compound/sealant/adhesive, conductive glue, conductive ink) are packaged in one-time sealed containers and remain unopened.
The second-level category "Game Software" under the first-level category "Video Games/Accessories/Games/Strategies"
(If any) The outer packaging of the product is a one-time sealed package that has not been opened.
Pet food, health products and medicines under the first-level category "Pets/Pet Food and Supplies"
(If any) The outer packaging of the product is a one-time sealed package that has not been opened.
Books/Magazines/books
1. (If any) The goods are in one-time sealed packaging and have not been opened.
2. The product is free of creases, water stains, dirt, handwriting or reading marks.
The secondary categories "Feed" and "Animal Health Products/Veterinary Drugs" under the first-level category "Livestock/Breeding Materials"
(If any) The goods are in one-time sealed packaging that has not been opened.
The outer packaging of food (including health food), cosmetics, medical devices, family planning products, personal care products, adult products, baby diapers, books and audio-visual products that have been sealed at one time shall not be opened.
"Sealing" refers to the packaging measure where the outer packaging of a product is sealed with a seal (signature) or fully plastic (sealed) by the manufacturer.

6. FAQs

What if the item has issues but doesn't meet return criteria? → acbuy will investigate. If there's no quality issue, the seller isn't required to accept the return.

Who covers shipping fees? → Buyer if there's no quality issue. Seller if there is.

Can I cancel before shipping? → Yes, no charges will apply.

How to check if I still have free returns/exchanges this month? → Go to Orders → Select order → Click Return/Exchange to view quota.

Service Type	Included Charges
Return (no reason)	Seller's original shipping + warehouse return shipping + 5 CNY service fee
Exchange (no reason)	Seller's original shipping + warehouse return shipping + seller's re-shipping + 5 CNY service fee

Product Category	Special Standards
Sports shoes new	If there are anti-theft clasps or anti-damage stickers, they must not be cut off or torn. And it does not affect reasonable use
Washing and care cleaner/sanitary napkins/paper/aromatherapy	Disposable sealed packaging of personal care products (if any) that have not been opened.
Hair care/wigs	One-time sealed packaging of hair care products (if any) that have not been opened.
Beauty care/body care/essential oils	(If any) The goods are in one-time sealed packaging that has not been opened.
Makeup/Perfume/beauty tools	(If any) The goods are in one-time sealed packaging that has not been opened.
The digital home appliance industry (excluding cameras and large household appliances)	1. The network access license is not damaged (destroyed). 2. No immersion solution;
Digital camera/single-lens reflex camera/video camera	The shutter of single-lens reflex camera products should not be used more than 20 times.
Big household appliances	1. LCD TVS and air conditioners are allowed to be simply powered on and debugged, but must not be installed on walls for use. 2. The washing machine must not be used after running water.
Model toys/anime/merchandise /COS/ board games	The adhesive tape and plastic seal of the inner packaging (if any) of models, figurines, soldiers and BJD category products cannot be opened.
Electronic components	1. No welding operation has been performed before; 2. The integrated circuit is not installed on the IC base. 3. Consumables (thermal grease/thermal paste, electronic glue/potting compound/sealant/adhesive, conductive glue, conductive ink) are packaged in one-time sealed containers and remain unopened.
The second-level category "Game Software" under the first-level category "Video Games/Accessories/Games/Strategies"	(If any) The outer packaging of the product is a one-time sealed package that has not been opened.
Pet food, health products and medicines under the first-level category "Pets/Pet Food and Supplies"	(If any) The outer packaging of the product is a one-time sealed package that has not been opened.
Books/Magazines/books	1. (If any) The goods are in one-time sealed packaging and have not been opened. 2. The product is free of creases, water stains, dirt, handwriting or reading marks.
The secondary categories "Feed" and "Animal Health Products/Veterinary Drugs" under the first-level category "Livestock/Breeding Materials"	(If any) The goods are in one-time sealed packaging that has not been opened.
The outer packaging of food (including health food), cosmetics, medical devices, family planning products, personal care products, adult products, baby diapers, books and audio-visual products that have been sealed at one time shall not be opened. "Sealing" refers to the packaging measure where the outer packaging of a product is sealed with a seal (signature) or fully plastic (sealed) by the manufacturer.