Returns and refunds
1. What is the 5-Day Return/Exchange Guarantee?
This is a special after-sales service offered by sellers on the shopping website chosen by the customer. Customer may request a return or exchange within 7 days after delivery (i.e., within 5 days after the item stored in acbuy designated warehouse) in accordance with applicable platform rules.
2. Which Products Are Eligible?
✅ Eligible Products
- The seller supports return/exchange
- The product is in resalable condition
- The item has been in the warehouse for ≤5 days
- Buyer covers return shipping (unless the product was faulty)
❌ Not Eligible
- Customized or tailored items
- Products with removed packaging, tags, or accessories
- Second-hand goods
- Items sourced outside Mainland China
- Underwear, adult products
- Food, snacks, or 15+ books
- Opened items that do not meet special packaging standards
3. How to Request a Return or Exchange?
Submit your request within 5 days (120 hours) after the order status changes to “Stored”.
4. Fees
| Service Type | Included Charges |
|---|---|
| Return (no reason) | Seller’s original shipping + warehouse return shipping + 5 CNY service fee |
| Exchange (no reason) | Seller’s original shipping + warehouse return shipping + seller’s re-shipping + 5 CNY service fee |
⚠️ Even if the product was shipped free of charge, the customer is still responsible for covering the actual shipping costs when initiating a return or exchange.
5. Who Pays the Costs?
| Responsibility | Situation Example | Who Pays? |
|---|---|---|
| Customer | Changed mind, wrong item, budget concerns | Customer covers both ways + 5 CNY |
| Seller | Wrong item sent, quality defect | Seller covers all costs |
| Other | Damaged during domestic shipping | Handled on a case-by-case basis |
*Unless the seller insists otherwise.
📌 Important Notes & FAQs
- The total amount refunded or exchanged is based on the actual price you paid for the product.
- We can only process a return or exchange if the seller agrees.
- After applying for a return/exchange, please ensure your account has enough balance to cover the return shipping and service fee.
- Some products have specific return packaging requirements (see the table below). If the requirements are not met, the return or exchange will not be accepted.
Product Category | Special Standards |
|---|---|
| New Sports Shoes | Anti-theft tags (if any) and anti-damage stickers must not be cut/removed and must be fully functional. |
| Detergents / Tampons / Paper / Perfume | Disposable sealed packaging of personal care products (if any) must remain sealed. |
| Hair Care / Wigs | Disposable sealed packaging of hair care products (if any) must remain sealed. |
| Skin Care / Body Care / Essential Oils | Disposable sealed packaging of products (if any) must remain sealed. |
| Cosmetics / Perfume / Beauty Tools | Disposable sealed packaging of products (if any) must remain sealed. |
| Digital Products / Home Appliances (excluding cameras and large appliances) | 1. Internet license must not be damaged. 2. No water stains. |
| Digital Cameras / DSLR / Cameras | Shutter count of DSLR cameras must be ≤20. |
| Large Home Appliances | 1. LCD TVs and air conditioners: not installed on walls, simple debugging allowed. 2. Washing machines: never used with water. |
| Models / Anime Products / Related Merch / Cosplay / Board Games | Tape and plastic seals (if any) on models, dolls, soldier figures, BJD, etc., must not be removed. |
| Electronic Components | 1. No soldering allowed. 2. Integrated circuits never installed on any IC socket. 3. Disposable sealed packaging of thermal paste, electronic glue, sealants, adhesives, conductive glue/ink, etc., must remain sealed. |
| Video Games / Accessories / Guides – Game Software | Disposable sealed packaging (if any) must remain sealed. |
| Pet Food, Supplements, and Medicine under “Pets / Pet Food & Supplies” | Disposable sealed packaging (if any) must remain sealed. |
| Books / Magazines | 1. Disposable sealed packaging (if any) must remain sealed. 2. No folds, water stains, dirt, ink marks, or reading marks on the product. |
| Animal Health Products / Veterinary Drugs under “Farms / Agricultural Products” | Disposable sealed packaging (if any) must remain sealed. |
6. FAQs
- What if the item has issues but doesn’t meet return criteria? → acbuy will investigate. If there’s no quality issue, the seller isn’t required to accept the return.
- Who covers shipping fees? → Buyer if there’s no quality issue. Seller if there is.
- Can I cancel before shipping? → Yes, no charges will apply.
- How to check if I still have free returns/exchanges this month? → Go to Orders → Select order → Click Return/Exchange to view quota.