Return and exchange service 1. The product has not been shipped internationally.
1) How to apply for return or exchange
Within 5 days of the order being marked as “in stock” (calculated from the next hour after “in stock,” with 120 hours considered as 5 days), you can contact the customer to apply for return or exchange service. Late returns will incur a penalty fee, and returns after 5 days for non-product quality issues will not be supported.
2) Charging rules
Return and exchange fee = shipping fee sent to the seller + shipping fee sent by the seller + return and exchange service fee
3) Return and exchange service fee details
Number of SKUs per month Return the goods Exchange 0-15 SKU 0 RMB / times 5 RMB / times 15-25 SKU 5 RMB / times 10 RMB / times 25-50 SKU 10 RMB / times 20 RMB / times More than 50 SKU 20 RMB / times 40 RMB / times
Returning or exchanging one SKU of product is considered as one time.
For products not ordered through the 1688order platform, a return fee of 20 RMB will be charged per return. For products ordered through the platform, fees will be charged according to the platform’s rules.
2. Products that have been shipped internationally.
Package Returns
What to do if you discover quality issues with the product after receiving it?
1. Regardless of whether there is visible damage or signs of tearing on the outer packaging, always inspect the goods in front of the courier before signing for them. Make a note on the delivery receipt of any issues before signing, or refuse to sign if there are problems.
2. If the package, which was not signed for in the presence of the delivery person, is found to be damaged or items are missing, please retain the outer packaging box (including the sealing tape) and within 2 days of receipt (according to the delivery time stated on the logistics provider’s website), report to the local post office and contact us with the invoice and photos of the actual goods to apply for compensation from the post office.
3. If the product you purchased through an agent shows quality issues after some time of use, as long as it is still within the warranty period and you have the original purchase receipt and a quality guarantee card, you can authorize 1688 Order to contact the merchants in Mainland China for a return/exchange:
a. As each seller/manufacturer has their own unique principles and methods for dealing with quality issues (as stated in the quality guarantee card), 1688 Order cannot guarantee that the manufacturer will fully meet your demands, but will strive to advocate on your behalf to ensure your satisfaction.
b. 1688 Order offers this agency service free of charge, but you will need to bear the freight costs for sending the product back and forth. 1688 Order reserves the right to refuse this service for products that do not meet the quality guarantee conditions.
4. Please describe your issue in detail and upload photos of the package packaging, the actual product, etc. Once 1688 Order receives your application, we will process it as soon as possible and provide a solution (including, but not limited to, refunds or exchanges).
Situations in which we will not accept product returns or exchanges:
1. Products cannot be returned for non-quality issues like workmanship, materials, color preference, or sizing. Basic quality inspection only ensures the product’s appearance, color, and size match the order. (For special quality checks, please specify in the remarks.)
2. Products that have been exchanged, altered, or are missing parts;
3. Opened items such as software packages, CDs, DVDs, and cassettes;
4. Products without the original purchase receipt.
5. Issues involving missing items, damage, or defects in the product must be reported to customer service within 72 hours of package receipt; claims reported after this period will not be processed.
Photos required for after-sales service applications:
1. If the product is damaged or has significant stains, please take photos of the damaged or stained areas and upload them.
2. If the size of the received product does not match the size you purchased, please take a photo of the size label on the product and upload it (if the product has no size label, the size cannot be verified).
3. If the style of the received product does not match the style of the product you purchased, please take and upload a photo of the overall product.
4. For missing items, first provide the order number of the missing item, then upload a photo of the front of the package delivery slip, the packaging’s opening, and a photo weighing the product and the package.
5. If the received package is incorrect, please take photos of the delivery slip and the items inside the package, and provide the ID of one of the received items.
6. If the weight of the received package is incorrect: weigh the package before opening it and upload a photo of the weight.
What is an international return package?
If your package has been sent abroad and is returned due to reasons such as “non-compliance with international security checks,” “no one to sign for delivery,” “inaccurate address,” or “failure to deliver,” you will be responsible for the cost of reshipping.
What is a domestic return package?
Due to the specifics of international transport, some packages may fail domestic security checks when handed over to customs. Generally, you need not worry; if the package is returned, we can arrange to resend it at no additional cost.
