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Promised return terms without reason
What is the 5-Day Return/Exchange Guarantee?
The 5-Day Return/Exchange Guarantee is an after-sales service, including technical support, provided by sellers on third-party platforms. Within 7 days of signing for the product, which corresponds to 5 days after it is stored in the warehouse, buyers are eligible to return or exchange the purchased item in accordance with this policy and any additional rules set by the platform.
How can I determine if a product qualifies for the Return/Exchange Guarantee?
Unavailable:
Types: Customized products, products where customers request removal of packaging, labels, or accessories, Newspapers/magazines, Second-hand products, products from outside Mainland China, Undergarments, Adult products, other products specified by the seller, Food, Books (15 or more), Opened products (must meet “special standards” for return packaging requirements).
Examples: Custom-designed products, clothing with removed labels, subscription books and magazines, second-hand products, products purchased from overseas (Hong Kong, Macau), Underwear, Socks, Leggings, Adult products, Biscuits, Candies, etc., 15 or more books, sealed products (please refer to the “special standards” in the appendix).
After receiving your request, we will negotiate with the seller regarding the return/exchange, however, the final decision rests with the seller.
Available:
1.The seller offers a guaranteed return policy.
2.The item is in a resalable condition as specified by the seller.
3.The item has been stored in the warehouse for no more than 5 days.
For return/exchange requests submitted within 5 days of stock arrival, we will proceed with the standard procedure.
Instructions for Requesting Return/Exchange Service:
1.Within 5 days (120 hours) after the order status changes to “Stored in warehouse,” you can request a return/exchange through your account page. Requests submitted after this 5-day period will not be accepted.
2.Return requests will incur the following fees:
Unconditional Returns: You will be charged for the shipping cost to the seller, the shipping cost from the seller, and a $0.75 USD service fee.
Unconditional Exchanges: You will be charged for the shipping cost to the seller, the shipping cost for two shipments from the seller, and a $0.75 USD service fee.
Note: Even if the seller offered free shipping at the time of purchase, you will be responsible for paying the shipping fee for the first dispatch during a return.
3.Please ensure your account has sufficient funds to cover the return shipping and service fee when requesting the return/exchange service. Refer to the table below for the required packaging specifications for certain products. The product cannot be returned/exchanged if these requirements are not met.
Determining Responsibility for Return/Exchange:
Please select a reason based on the actual situation to determine who is responsible for the return/exchange of the product (you, the seller, or other parties).
| Responsible Party | Situation | Related Cases | Fees |
| Customer | I Don’t want the product anymore | Client A requests the guaranteed return service for personal reasons | Customers need to pay the service fee for returns if customer him or herself is the responsible party Unconditional return = Shipping cost to the seller + shipping cost from the seller + 0.75 USD (Service Fee) U (Service Fee) Note: Even if the seller offers free shipping at purchase, you will need to pay back the shipping fee of the first dispatch when you apply for return. |
| I Purchased the wrong product/extra product | Client B requests the guaranteed return service for personal reasons. | ||
| Shipping fee is way over my budget. | Client C requests the guaranteed return service as the international shipping fee is much higher than his budget | ||
| The seller thinks the product has no quality issue | that the product is different from what the photo shows and requests the guaranteed return service. After verifying with the seller, it is concluded the product has no quality issue(Click to view “Example of Defective Products/Quality Issues“) | ||
| Seller | The seller shipped the wrong product. | The seller ships the wrong product due to his own negligence and the received product is different from what was ordered. For example, the color or size of the product is different from what the client ordered | The customer normally, does not need to pay the cost of return caused by non-customer reasons. Unless seller insists customer need to pay for shipping. |
| Quality issues | The product has quality issues. For example, holes, and stains. | ||
| Others | The product is damaged during the domestic transportation | The product purchased by the client is already damaged when arriving at the warehouse due to the domestic transportation |
Notes and FAQ
Notes:
1.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
2.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.
3.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.
Special Standards
| Product Category | Special Standards |
| New Sneakers | Anti-theft clasp (if anyif any) and the anti-damage sticker has not been cut/removed, and are fully functional. |
| Detergent/ Tampon/ Paper/ Fragrance | The one-time sealing packaging (if any) of the personal care products must remain sealed. |
| Hair Care/ Wig | The one-time sealing packaging (if any) of the hair care products must remain sealed. |
| Skin Care/ Body Care/ Essential Oil | The one-time sealing packaging (if any) of the products must remain sealed |
| Cosmetics/ Perfume/ Beauty Tools | The one-time sealing packaging (if any) of the products must remain sealed |
| Digital Products/ Home Appliances (Excluding cameras and large home appliances) | 1. The internet access permit is not damaged (destroyed). |
| 2. There is no water damage. | |
| Digital Camera/SLR Camera/Camera | The shutter of SLR cameras are not pressed more than 20 times. |
| Large Home Appliances | 1. LCD TV and air conditioner: has not been installed to the wall. Simple debugging is allowed. |
| 2. Washing machine: has not been used with water. | |
| Models/ Anime Products/ Anime-Related Peripherals/ Cosplay Products/ Board Games | The tapes and plastic seals (when there is any) on products like models, figures, soldier figures, BJD cannot be removed. |
| Electronic Components | 1. No welding operation. |
| 2. The integrated circuits have never been installed on any IC base. | |
| 3. The one-time sealing packaging of consumables like thermal silicon grease/thermal paste, electronic glue/ encapsulating glue/ sealant/ adhesive, conductive glue, and conductive ink must remain sealed. | |
| Level II Category “Game Software” under Level I Category “Video Game/ Accessories/ Games/ Game Guide “ | The one-time sealing packaging (if any) of the products must remain sealed |
| Pet Foods, Health Products, and Drugs under Level I Category “Pets/Pet Foods and Supplies” | The one-time sealing packaging (if any) of the products must remain sealed |
| Books/ Magazines | 1. The one-time sealing packaging (if any) of the products must remain sealed |
| 2. There are no traces of folding, water stains, stains, ink, and traces left by reading on the product. | |
| Level II Category “Animal Health Products/Veterinary Drugs” under Level I Category “Ranching/ Farm Products” | The one-time sealing packaging (if any) of the products must remain sealed |
| The one-time sealing packaging (if any) of the products like food (including supplements), cosmetics, medical devices, contraceptives, personal care supplies, adult supplies, baby diapers, books, and audio-visual products must remain sealed. “Sealed” refers to: The seals or the plastic wrap on the packaging of the product applied by the manufacturers. | |
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, OrientDig 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. OrientDig 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 resell 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 warehouse. 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.
