Returns and Refunds – Taobao, Tmall, Jingdong, 1688 massive purchase of goods

Return and Exchange Rules

InOutBuy is a platform that provides Chinese goods shopping and forwarding services, offering users product information search, shopping, and shipping services. During this process, InOutBuy provides basic product inspection services, communication and confirmation with merchants, as well as after-sales assistance to protect your legitimate rights and ensure your shopping experience.

If you discover that the purchased goods are counterfeit or of poor quality, please contact our customer service or email support@inoutbuy.com

for assistance:

1. Receiving and inspection:

After the goods have passed quality check (QC), been provided with QC images, and stored in InOutBuy’s third-party collaborative repository, or after you receive the parcel, if you find that the goods have quality issues or suspect they are counterfeit, please contact customer service as soon as possible and provide relevant evidence.

2. Complaint material:

Provide the order information of the purchased goods, payment vouchers, product description, and evidence supporting the claim of counterfeit or poor-quality issues.

3. After receiving your complaint material, our customer service team will review the situation with you, assist in communicating with the seller, and do our best to safeguard your legitimate rights and interests.

Please note that due to the nature of authenticity issues, further professional evaluation or legal procedures may be required. If authentication by a professional appraisal organisation is necessary, the appraisal cost will be borne by you. To protect all parties, we recommend purchasing from reputable sellers and formal channels to reduce the risk of counterfeit goods.

What is the 5-Day Return/Exchange Guarantee?

The 5-Day Return/Exchange Guarantee is a special after-sales service (including the service itself and technical support) offered by sellers on third-party platforms. Within 7 days after the product is signed for (i.e., within 5 days after the product is stocked in the third-party collaborative repository), the buyer may return or exchange the purchased product according to this rule and other related rules set by the third-party platforms.

How to Request Return/Exchange Service

Within 5 days (starts at the next hour after the status changes to “Stocked in”, 5 days =120 hours) after the order status is changed to “Stocked in”, you can request return/exchange service on your page.

Return/Exchange service fee

All users (excluding Prime members) are exempt from the Service Fee for the first return/exchange operation in each calendar month.

Additional application will be charged as follow :

Times	Return	Exchange
0 to 1 time	CN￥0/Time	CN￥0/Time
2 to 5 Times	CN￥5/Time	CN￥10/Time
6 to 9 Times	CN￥10/Time	CN￥20/Time
Over 10 Times	CN￥20/Time	CN￥40/Time

Note: To prevent excessive returns and click farms, InOutBuy started collecting tiered fees on September 04, 2024.

Refund Requests After 5 Days

1. Refund Requests After 5 Days with QC Images

If the buyer requests a refund more than 5 days after the order was placed, and QC images have already been provided, the seller reserves the right to deny the refund request. In this scenario, no refund will be issued.

2. Refund Requests After 5 Days without QC Images

If the buyer requests a refund more than 5 days after the order was placed, and QC images have not yet been provided, a full refund will be issued regardless of whether the seller agrees to accept the return.

How to determine who is responsible for the return/exchange of the product (me, the seller or other parties)

(Please select a reason based on the actual situation)

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.

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, Hoobuy 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. Hoobuy 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 resale 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 Third-party collaborative repository. 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.