Return service
什么是5天无理由退换货？
指“卖家”使用第三方平台提供的技术支持及服务向其买家提供的特别售后服务，若订单在签收商品之日起7天内（即商品入库5天内），允许买家按本规则及第三方平台其他公示规则的规定对其已购商品进行退换货。
如何判断商品是否支持无理由退换货？
5天无理由退换货商品品类分为“不支持”、“支持”两类
| 分类 |
类型 |
商品举例（包括但不仅限于） |
售后处理方式 |
| 不支持 |
定制、定做类 |
个性定制、设计服务 |
商品入库5日内发起退换货申请，我们将为您处理 |
| 已要求仓库去掉包装、吊牌、商品周边及配件 |
已去吊牌标签包装的衣服等 |
| 交付的报纸、期刊 |
订阅的报纸、期刊 |
| 闲置、转卖商品 |
二手商品、闲置品 |
| 海外代购/全球购类 |
采购地为海外、港澳台的商品
|
| 贴身衣物 |
内裤内衣、袜子、打底裤等 |
| 成人用品 |
各类成人用品 |
| 商家规定不支持退换的 |
以实际店铺及卖家为准 |
| 食品 |
饼干、糖果等 |
| 书籍（≥15） |
15本及以上书籍 |
| 有“特殊完好性”要求的商品被拆封 |
有密封包装的商品（点击查看“特殊完好标准参照表” |
| 支持 |
商家承诺提供无理由退换货的商品（部分商品及类目除外），在货物入库5天内，且货物不影响卖家的二次销售的情况下
包邮商品由您承担退回邮费，非包邮商品由您承担发货邮费及退回邮费。
|
商品入库5日内发起退换货申请，我们将为您处理 |
怎样判断无理由退换货的责任归属（我的原因/卖家原因/其它原因）
（请您根据实际情况选择原因）
| 责任方 |
情况 |
相关案例 |
费用 |
| 我的原因 |
不想要了 |
客户A因个人原因，申请无理由退换货 |
普通用户每月免首次退换货服务费，超过次数将按照以下方式收费：
无理由退货费用=寄给卖家的运费+卖家寄来的运费+服务费5元
无理由换货费用=寄给卖家的运费+卖家二次寄来的运费+服务费5元
因非客户原因导致的退换货费用，客户无需承担。
|
| 买错/多买 |
客户B因个人原因买错/多买商品，申请无理由退换货 |
| 运费太贵，超出预算 |
客户C因国际运费较高超出预算，申请无理由退换货 |
| 卖家视商品无质量问题（点击查看“商品瑕疵/质量问题常见类型” |
客户D认为商品实物与图片不符，申请无理由退换货。经与卖家核实，该商品不存在质量问题 |
| 卖家原因 |
发错货 |
因卖家原因发错商品，导致实际到货商品不符。例：尺码、颜色与客户购买的订单不符 |
| 质量问题 |
入库商品存在明显质量问题，例：破洞，污渍 |
| 其他原因 |
国内段运输导致商品破损 |
客户购买的商品，由于国内段快递原因，入库时商品已经损坏 |
注意事项及常见问题：
注意事项：
- 申请退换货金额以您实际支付的商品价格为准
- 是否可成功受理退换货，以卖家是否同意退换货为准
- 在申请无理由退换货后，请保持账户余额充足，以便支付退换货运费以及服务费
- 平台部分商品包装需参考下方表格，若出现与之不符的情况则无法使用无理由退换货规则
特殊完好标准：
常见问题:
1.若订单不支持“无理由退换货”，发生售后纠纷，应该怎么办？
若商品出现质量问题，Buygogo平台会按照实际情况联系卖家核实，核对最终处理方案后及时通知用户。若商品无质量问题，按照第三方平台规定，不支持退换货服务，Buygogo会尝试与卖家沟通，并为用户争取相关利益。
2.若使用“无理由退换货”，运费谁来承担？
发起退换货申请前，商品必须为全新，且不影响二次销售。若商品无质量问题，客户在发起申请后，需自行承担购买及退回运费。若商品出现质量问题，客户在发起申请后，由卖家承担往返运费。
3.订单是未发货状态申请退货，这种情况下会收费吗？
不会收费，请您不用担心，无理由退换货需满足三个条件才会收费：第一，您因为非商品质量问题要求退货；第二，商品是已入库状态，并且需要办理无理由退换货；第三，已超时当月可享用的免费无理由退换货次数的订单；因此针对未发货的商品我们不会收取您的费用。
4.如果卖家有送运费险且包邮的，退货还需要支付卖家寄送过来的运费吗？
针对运费险的说明，因保险公司的赔付是针对淘宝账号的退货率而判定的，目前我们的采购账号退货率较高，保险公司可能不做理赔，因此运费险可能理赔失败。另外对于包邮商品，因商家提前垫付寄过来的运费，如您申请无理由退换货，需要您支付商家寄过来的运费费用。因此如您申请无理由退换货，是需要您承担来回运费。
Return service
What is a 5-Day No-Reason Return and Exchange?
This refers to the special after-sales service provided by the "seller" using the technical support and services provided by a third-party platform to allow buyers to return or exchange purchased goods according to this rule and other public rules of the third-party platform within 7 days from the date of receiving the goods (i.e., within 5 days of the goods being warehoused).
How to Determine Whether a Product Supports No-Reason Return and Exchange?
5-day no-reason return and exchange goods are divided into two categories: "Not Supported" and "Supported."
| Category |
Type |
Examples of Goods (including but not limited to) |
After-sales Processing |
| Not Supported |
Custom-made |
Personalized customization, design services |
Initiate a return or exchange request within 5 days of the goods being warehoused, and we will handle it for you |
| Request to remove packaging, hang tags, and accessories by the warehouse |
Clothing with removed hang tags, labels, and packaging |
| Supported |
The seller promises to provide no-reason return and exchange for the goods (except for certain goods and categories), within 5 days of the goods being warehoused, and as long as the goods do not affect the seller's secondary sales
For items with free shipping, you are responsible for the return postage. For items without free shipping, you are responsible for the shipping and return postage.
|
Initiate a return or exchange request within 5 days of the goods being warehoused, and we will handle it for you |
How to Determine the Responsibility for No-Reason Return and Exchange (My Reason/Seller's Reason/Other Reasons)
(Please select the reason based on the actual situation)
| Responsible Party |
Situation |
Related Case |
Costs |
| My Reason |
Don't want it anymore |
Customer A applies for a no-reason return and exchange due to personal reasons |
Regular users are exempt from the first return and exchange service fee each month. The fee for no-reason return is the shipping cost to the seller + the shipping cost from the seller + a service fee of 5 RMB. The fee for no-reason exchange is the shipping cost to the seller + the second shipping cost from the seller + a service fee of 5 RMB.
Customers do not need to bear the return and exchange costs caused by non-customer reasons.
|
| Bought wrong/too many |
Customer B applies for a no-reason return and exchange due to personal reasons of buying wrong/too many items |
| Shipping cost too high, exceeding the budget |
Customer C applies for a no-reason return and exchange due to high international shipping costs exceeding the budget |
| Seller deems the product to have no quality issues (click to view "Common Types of Product Defects/Quality Issues") |
Customer D believes the actual product does not match the picture and applies for a no-reason return and exchange. After verification with the seller, it is confirmed that the product has no quality issues |
| Seller's Reason |
Wrong item sent |
Due to the seller's mistake, the actual delivered product does not match the order. Example: the size and color do not match the customer's purchase order |
| Quality issue |
The stored product has obvious quality issues, such as holes, stains |
| Other Reasons |
Domestic transportation caused product damage |
The product purchased by the customer was damaged during domestic shipping |
Notes and Common Issues:
Notes:
- The amount for return or exchange is based on the actual price you paid for the item
- The acceptance of return or exchange depends on the seller's agreement
- After applying for a no-reason return or exchange, please ensure that your account balance is sufficient to cover the return shipping and service fees
- For certain platform items, packaging requirements are detailed in the table below. Failure to meet these requirements will result in ineligibility for the no-reason return or exchange policy
Special Conditions for Good Condition:
Common Questions:
1. If the order does not support "no-reason return or exchange" and a after-sales dispute occurs, what should I do?
If there is a quality issue with the product, Buygogo platform will contact the seller to verify the actual situation and promptly inform the user after confirming the final solution. If there is no quality issue with the product, in accordance with the third-party platform regulations, return or exchange service is not supported. Buygogo will attempt to communicate with the seller and advocate for the user's related interests.
2. If using "no-reason return or exchange," who bears the shipping cost?
Before initiating a return or exchange request, the product must be brand new and not affect secondary sales. If the product has no quality issues, the customer is responsible for the purchase and return shipping costs after initiating the request. If the product has a quality issue, the seller bears the round-trip shipping costs after the request is initiated by the customer.
3. If I apply for a return when the order is in an undelivered state, will there be a charge?
There will be no charge. Please rest assured that the no-reason return or exchange will incur fees only if three conditions are met: first, you request a return for reasons other than product quality issues; second, the product is in stock and requires a no-reason return or exchange; third, the order has exceeded the free no-reason return or exchange limit for the month. Therefore, we will not charge you for undelivered products.
4. If the seller has provided shipping insurance and free shipping, do I still need to pay for the return shipping cost sent by the seller?
Regarding shipping insurance, the insurance company's compensation is determined based on the return rate of the Taobao account. Currently, our purchasing account has a relatively high return rate, so the insurance company may not compensate, and the shipping insurance claim may fail. In addition, for free shipping items, because the merchant has prepaid the shipping cost, if you apply for a no-reason return or exchange, you need to pay for the shipping cost sent by the merchant. Therefore, if you apply for a no-reason return or exchange, you are responsible for the round-trip shipping cost.
