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Return Policy

When I can open the 'Return & Refund' dispute

You can request a 'Return & Refund' within the following time frames based on the shipping method that was used.

  •  5-90 days if your package was shipped via UPS,      FedEx, TNT, DHL or USPS.

  •  7-90 days if your package was shipped via EMS,      E-packet or E-quick.

  •  10-90 days if your package was shipped via      regular post such as China Post, Hong Kong Post, etc.

Buyer need to provide evidence

Evidence and expected solutions/requests are required when buyer is making a return & refund request for Item(s) not as described.
Evidence is required to be uploaded through the system when the buyer is escalating and changing the dispute reason to Item not as described, or the system will automatically release payment to the seller 3 days later due to lack of evidence. The seller is required to upload evidence for Items Not Received cases, or the system will automatically issue a refund to buyer.

Seller response buyer's proposal within 5 days

Seller has to response buyer's request within 5 business days from the date case was opened. If no response within the time frame agreed, our system will automatically issue a refund to buyer.

When buyers can 'Request yueyuant mediation'

Buy and seller have 10 days to communicate. When seller is not cooperative, buyers can click the 'Request yueyuant mediation' button to escalate the case to yueyuant Resolution Center 3 (VIP) or 5 (regular customer) days later after the return & refund case opened.

The yueyuant Resolution Center will provide a solution for buyer within 10 calendar days from the dispute escalated to yueyuant.

What can buyer do if the order completed or payment released

If an order has been completed and payment has been released to the seller, the customer can still open an after-sale dispute for Item(s) not as described within 30 days from the payment released date, Item(s) not received cannot be opened again, buyer needs to contact with seller.