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
Seller's Reason	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.