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Terms of No-Reason Returns
What is the 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. Buyers are eligible to return or exchange the purchased product within 5 days after receiving the product (or within 7 days after it’s stocked in the warehouse). This is subject to the 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.
Instructions for Requesting Return/Exchange Service:
- Time Frame: Within 5 days (120 hours) after the order status changes to “Stocked in Warehouse”, 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:
- 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.
- 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.
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:
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).
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.
- Ensure 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.
- 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.
FAQ:
- 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, JoyaBuy 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. JoyaBuy will try to communicate with the seller and protect the user’s rights.
- 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 product, the seller will be responsible for the shipping fees after the user submits the request.
- 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 two conditions: First, the product has no quality issues. Second, the product is already stocked in the warehouse. So, when a product is not shipped yet, we will not charge you any fee.
Unavailable and Available Products for Return/Exchange:
Unavailable:
- Type: Custom-made, products whose packaging, tags, or accessories have been removed at the customer’s request, newspaper/periodicals, second-hand products, products from outside the Chinese mainland, undergarments, adult products, others stipulated by the seller, food, books (≥15), products that have been opened (must meet “Special Standards” for return packaging).
- Examples: Products with customized designs, clothes whose tags have been removed, subscribed books and magazines, second-hand products, products purchased from overseas (Hong Kong, Macau), underwear, socks, leggings, adult products, biscuits, candies, etc., no less than 15 books, sealed products (refer to attached table for “Special Standards”).
- After-Sales Service: 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.
Available:
- Conditions: The seller offers a guaranteed return policy, the product is in resalable condition as specified by the seller, and has been in the warehouse for a maximum of 5 days.
- Shipping Fees:
- 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 our warehouse and the return shipping fee from the warehouse back to the seller.
- Procedure: For return/exchange requests submitted within 5 days of stock arrival, we will proceed with the standard procedure.
Responsible Party and Fees:
| Responsible Party | Situations | Related Cases | Fees |
|---|---|---|---|
| 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) |
| I purchased the wrong product/extra product | Client B requests the guaranteed return/exchange service for personal reasons. | Unconditional exchange = Shipping cost to the seller + shipping cost of 2 trips from the seller + $0.75 USD (Service Fee) | |
| Shipping fee is way over my budget | Client C requests the guaranteed return/exchange service as the international shipping fee is much higher than the budget. | Unconditional exchange = Shipping cost to the seller + shipping cost of 2 trips from the seller + $0.75 USD (Service Fee) | |
| Seller | The seller thinks the product has no quality issue | 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”). | 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. |
| 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. | |
| Quality issues | The product has quality issues. For example, holes, and stains. | ||
| 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. |