Refunds, Returns & Cancellations

Before a seller order, or when an item is unavailable

The initial inquiry and quote are free. Before we place an order with the seller, or if an item is out of stock and cannot be purchased, we refund that item’s product price and buying service fee, together with unused amounts for shipping or other services. Any separately disclosed third-party charge is reviewed under the costs section below. We do not buy a substitute without your agreement.

A change of mind after purchasing

If you change your mind after we successfully purchase an item, contact us promptly. We help request cancellation or a return within the seller’s applicable conditions and time limits. A request does not mean the seller has accepted it. We refund the product funds that can be recovered, subject to any greater entitlement under applicable law; a seller refusal does not remove your mandatory rights.

For a change-of-mind cancellation after a successful purchase, a fee for buying services actually completed may be retained only under the terms clearly explained and agreed before payment, and only where permitted by applicable law. Fees for services not performed are refunded. If we cannot complete a purchase because the item is unavailable, the relevant buying service fee is refunded. Service fees are not automatically non-refundable just because work has started.

Our purchasing or handling mistakes

If we buy the wrong item, omit an item or make another purchasing or handling mistake, we will, with your agreement, correct the affected part at no additional cost or refund the affected product price and corresponding buying service fee. We bear reasonable costs needed to correct our own mistake and do not shift them to you merely because a seller, carrier or payment service is involved.

Xianyu, second-hand and made-to-order items

Before buying from Xianyu or purchasing second-hand, unique, collectible, personalised or made-to-order goods, we confirm the seller’s available cancellation and return conditions with you. Do not assume a change-of-mind return is available. An item being second-hand or made to order does not by itself exclude claims about a wrong item or an inaccurate description, or excuse our own mistakes. Agreed photo checks do not replace specialist testing or authentication.

International shipping loss or damage

For loss, damage or a delivery problem, contact us promptly with the inquiry reference, tracking information and available photographs or other evidence. Keep the goods and packaging. We review the circumstances and help pursue the seller, carrier or insurer where appropriate. Refunds and compensation depend on responsibility, applicable law and the shipping or insurance arrangements confirmed before booking; we do not exclude responsibility for our own mistakes.

Fees, shipping, storage and third-party costs

For Taobao, Pinduoduo, 1688 and JD.com, an order with a product subtotal up to CNY 300 has a buying fee of 5% of the product subtotal, with a minimum of US$5. Above CNY 300 and up to CNY 2,000, the fee is 8% of the product subtotal. Above CNY 2,000, the fee is 5% of the product subtotal.

For Xianyu, an order with a product subtotal up to CNY 300 has a fixed US$5 buying fee. Above CNY 300, the fee is 10% of the entire product subtotal. Only one service fee applies.

For small standard-platform orders, the 5% fee and US$5 minimum are compared using the exchange rate confirmed in your quote; the higher amount applies. The Xianyu US$5 fixed fee is billed separately in USD. The website does not automatically convert currencies or assume an exchange rate. Fee thresholds use the CNY product subtotal; orders priced in other currencies require an individual quote.

Free warehouse storage is available for 30 days. The start date and any extended-storage fees are confirmed in your quote before storage is extended.

Product price, buying fees, optional work, domestic shipping, international shipping, storage and payment-provider charges are reviewed separately. Any deduction for a third-party cost must be an actual, non-refundable charge that was explained before payment and may lawfully be deducted. We provide an itemised calculation and return any amount recovered for that charge. There is no standard percentage deduction for payment processing. Extended storage is charged only under the agreed storage arrangement.

Requesting and receiving a refund

Please use the email or WhatsApp details on the Contact page. Provide the inquiry reference, affected item, reason and relevant evidence. Payment evidence should be shared privately; do not post card details or identity documents publicly.

Before proceeding, we confirm the refund amount, itemised deductions if any, currency, method and expected processing steps in writing using the actual payment channel. We distinguish the time we initiate a refund from the time a bank or provider credits it, and follow any applicable legal deadline. No uniform payment-provider arrival time is promised.

Mandatory consumer rights

This policy and individual quotes do not exclude mandatory consumer rights. Where applicable law requires separate consent to start a service during a withdrawal period, or an acknowledgement concerning loss of a withdrawal right after full performance, those requirements must be satisfied before relying on them. A “service completed” description alone does not waive a legal right.