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  • How do I return a product?

    1. If the order page displays a message says, “Seller has already shipped the product” and you want to return a product that has already been delivered, please log onto the website where you bought the product and find the order. On the order page, you may click on [Return Product/Refund] – [Refund/Refund]. While the refund is pending, the page will display [Please Return Product]. Please follow step 3 of the procedure.

  • 2. When the order page displays “Transaction Completed”

    If you’ve received the product, you must do so within 15 days of delivery when you want to return it. To return the product, you can log onto the website where it was purchased, go to the order page and click on [Apply for Aftersales] – [Return Product-Refund]. While the refund is pending, the page will display [Please Return Product]. Please follow step 3 of the procedure.

  • 3. When the order page displays “Please Return Product”

    If the seller approved your application to return and refund the product, the refund will be granted; if the seller cannot be contacted or the seller consistently fails to handle the request, the system will automatically grant the refund 5 days after you applied to return the product and a refund. At this time, you can log onto the website where you made the purchase, find the product that you bought and click on “Please Return Product” to carry out the return of the product:
    Method 1a) Contact the courier company to get the shipping order and carry out the return of the product
    b) Make sure to fill in the information about the courier company on the return product page (failure to fill in these details will be deemed as not having returned the product) and retain the shipping invoice.
    Method 2① On the return product page click on [Schedule a Courier Pickup] button

    ② Confirm the address for the pickup, select the courier company and click on the [Submit Booking Schedule] button

    ③ After the courier company has picked up the product to be returned, fill in [Courier Company] and [Shipping Invoice Number] and click on [Submit Details of Returned Product].

    Note: Courier tracking: When the item to be picked up has been accepted by a courier, the system will automatically send you a shipping number, but you must carefully check it to ensure it is correct. If the shipping number sent to you is incorrect, you must correct it yourself.

  • Gentle reminder:

    For returns to be granted, you must return the products within 7 days. The webpage to apply for refunds will be closed after the 7-day period, so please take note of the time;
    After clicking on [Submit Product Return Information], the seller has 10 days to confirm it. If the seller doesn’t handle the return within that time, the system will automatically grant you a refund;
    If the order transaction page displays [Awaiting Payment From Buyer], it means you just confirmed the order but haven't completed the “Payment” for the product successfully. You can use the [Cancel Order] function or wait for the system to cancel the transaction once it has timed out; if it displays [Buyer Has Completed Payment] and the seller at this time has not yet shipped the product, you can get a refund by clicking on [Refund/Return Product] – [Refund Only].
    If there is a dispute over the shipping fee, please refer to: rules for handling disputes over shipping fees (buyer’s version).