Help Center
Terms of Promised Returns with no reasons
What is 5-Day Return/Exchange Guarantee?
The 5-Day Return/Exchange Guarantee is an after-sales service, including technical 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), buyers are eligible to return or exchange the purchased product according to this policy and any additional rules set by the third-party platform.
How can I determine if a product qualifies for the Return/Exchange Guarantee?
Products either qualify or don’t qualify for the 5-Day Free Return/Exchange Service.
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type |
E.g. |
After-Sales Service |
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Unavailable |
Custom-made |
Products with customized designs. |
After receiving your request, we will negotiate with the seller regarding the return/exchange, but the final outcome is at the discretion of the seller. |
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Products whose packaging, tags, or accessories have been removed at the customer’s request. |
Clothes whose tags have been removed |
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Newspaper, periodicals |
Subscribed books and magazines. |
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Second-hand products |
Second-hand products |
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Products from outside the Chinese mainland |
Products purchased from overseas, Hong Kong, and Macau regions. |
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Undergarments |
Underwear, socks, leggings |
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Adult products |
Adult products |
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Others stipulated by the seller |
Subject to seller rules |
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Food |
Biscuits, candies, etc. |
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Books（≥15） |
No less than 15 books |
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Products that have been opened must meet the “Special Standards” for return packaging. |
Sealed products, please refer to the attached table（click to view “Special Standard“） |
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Available |
The product is eligible for returns when it satisfies the following conditions: 1.The seller offers a guaranteed return policy. 2.It is in resalable condition as specified by the seller. 3.It has been in the warehouse for a maximum of 5 days. For products with free shipping, the shipping fee for returns will be the buyer’s responsibility. For products without free shipping, the buyer will be responsible for both the shipping fee from the seller to the our warehouse and the return shipping fee from the warehouse back to the seller. |
For return/exchange requests submitted within 5 days of stock arrival, we will proceed with the standard procedure. |
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Instructions for Requesting Return/Exchange Service:
Within 5 days (120 hours) after the order status changes to “Stocked in”, you can request a return/exchange through your account page. Requests made after the 5-day time frame will not be accepted.
Fees: Service Fees are waived for the first return/exchange of each calendar month. Additional requests will incur the following fees:
For Unconditional Returns: You will be charged for the shipping cost to the seller, shipping cost from the seller, and a 0.75 USD Service Fee.
For Unconditional Exchanges: You will be charged for the shipping cost to the seller, the shipping cost for two trips from the seller, and a 0.75 USD Service Fee.
Note: Even if the seller offered free shipping at the time of purchase, you will be responsible for paying the shipping fee for the first dispatch during a return/exchange.
3.Please ensure your account has sufficient funds to cover the return shipping and service fee when requesting the return/exchange service. Refer to the table below for the required packaging specifications for certain products. The product cannot be returned/exchanged if these requirements are not met.
Determining Responsibility for Return/Exchange:
Please select a reason based on the actual situation to determine who is responsible for the return/exchange of the product (you, the seller, or other parties).
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esponsible Party |
Situation |
Related Cases |
Fees |
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Customer |
I Don’t want the product anymore |
Client A requests the guaranteed return/exchange service for personal reasons |
Customers need to pay the service fee for returns and exchanges if customer him or herself is the responsible party Unconditional return = Shipping cost to the seller + shipping cost from the seller + 0.75 USD (Service Fee) Unconditional exchange = Shipping cost to the seller + shipping cost of 2 trips from the seller + 0.75 USD (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/exchange. |
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I Purchased the wrong product/extra product |
Client B requests the guaranteed return/exchange service for personal reasons. |
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Shipping fee is way over my budget. |
Client C requests the guaranteed return/exchange service as the international shipping fee is much higher than his budget |
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The seller thinks the product has no quality issue |
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(Click to view “Example of Defective Products/Quality Issues“) |
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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 and exchange caused by non-customer reasons. Unless seller insists customer need to pay for shipping. |
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Quality issues |
The product has quality issues. For example, holes, and stains. |
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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
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Product Category |
Special Standards |
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New Sneakers |
Anti-theft clasp (if anyif any) and the anti-damage sticker has not been cut/removed, and are fully functional. |
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Detergent/ Tampon/ Paper/ Fragrance |
The one-time sealing packaging (if any) of the personal care products must remain sealed. |
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Hair Care/ Wig |
The one-time sealing packaging (if any) of the hair care products must remain sealed. |
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Skin Care/ Body Care/ Essential Oil |
The one-time sealing packaging (if any) of the products must remain sealed |
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Cosmetics/ Perfume/ Beauty Tools |
The one-time sealing packaging (if any) of the products must remain sealed |
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Digital Products/ Home Appliances (Excluding cameras and large home appliances) |
1. The internet access permit is not damaged (destroyed). |
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2. There is no water damage. |
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Digital Camera/SLR Camera/Camera |
The shutter of SLR cameras are not pressed more than 20 times. |
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Large Home Appliances |
1. LCD TV and air conditioner: has not been installed to the wall. Simple debugging is allowed. |
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2. Washing machine: has not been used with water. |
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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. |
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Electronic Components |
1. No welding operation. |
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2. The integrated circuits have never been installed on any IC base. |
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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. |
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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 |
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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 |
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Books/ Magazines |
1. The one-time sealing packaging (if any) of the products must remain sealed |
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2. There are no traces of folding, water stains, stains, ink, and traces left by reading on the product. |
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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 |
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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. |
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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, Mulebuy 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. Mulebuy 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 problem, 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.Where can I check if I still have free returns/exchanges left for this month?
You can check your free returns/exchanges of the month on the return/exchange service request page. Go to [Orders]- Find the order you want to request the free return/exchange services for – Click [Aftersales]
