General Process

1.If the order status is “Seller Sent” or “Out for Delivery” (indicating that the product has been shipped), you will need to wait until the product is in stock before submitting a ticket to request a return, refund, or exchange from the agent.

Note:

If the order status remains “Seller Sent” for an extended period, it may indicate that the seller has provided a false tracking number and the product hasn’t been shipped. If the domestic shipping time within China exceeds the usual delivery period, you can click the “Contact” button to create a support ticket and request a refund. Our agent team will contact the seller to initiate a refund. Once processed by the seller, the corresponding amount will be refunded to your Mulebuy balance (processing time depends on the seller).

2.If the order status changes to “stored in warehouse” within 5 days: Please go to the “Order” page, then click the “Refund/Exchange” button for the corresponding order. To proceed with a warehouse return or exchange, two conditions must be met: first, please accept the return/exchange service fee; second, the seller must approve it. If you agree with the return fee, our agent team will request approval from the seller within 48 hours. If the seller agrees, we will process the return or exchange as quickly as possible. Refunds will be completed within 3-5 days after the product is returned to the seller, and exchanges will take 7-15 days (depending on the seller).

No reason return policy

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. You are eligible to return or exchange a product within 7 days of receiving it (i.e., within 5 days after the product is stocked in the warehouse), in accordance with this policy and any additional rules set by the third-party platform.

1.Eligibility for the Return/Exchange Guarantee

Products either qualify or don’t qualify for the 5-Day Free Return/Exchange Service.

	type	E.g.	After-Sales Service
Unavailable	Custom-made	Products with customized designs.	After receiving your request, we will negotiate with the seller regarding the return/exchange, but the final outcome is at the discretion of the seller.
	Products whose packaging, tags, or accessories have been removed at the customer’s request.	Clothes whose tags have been removed
	Newspaper, periodicals	Subscribed books and magazines.
	Second-hand products	Second-hand products
	Products from outside the Chinese mainland	Products purchased from overseas, Hong Kong, and Macau regions.
	Undergarments	Underwear, socks, leggings
	Adult products	Adult products
	Others stipulated by the seller	Subject to seller rules
	Food	Biscuits, candies, etc.
	Books（≥15）	No less than 15 books
	Products that have been opened must meet the “Special Standards” for return packaging.	Sealed products, please refer to the attached table（click to view “Special Standard“）
Available	The product is eligible for returns when it satisfies the following conditions:1.The seller offers a guaranteed return policy.2.It is in resalable condition as specified by the seller.3.It has been in the warehouse for a maximum of 5 days.For products with free shipping, the shipping fee for returns will be the buyer’s responsibility.For products without free shipping, the buyer will be responsible for both the shipping fee from the seller to the our warehouse and the return shipping fee from the warehouse back to the seller.

• Service fees are waived for the first return/exchange request made within each calendar month.
• Additional return/exchange requests will incur the following fees:
  • Unconditional Returns: You will be responsible for the outbound and return shipping costs from the seller, and a service fee of 0.75 USD.
  • Unconditional Exchanges: You will be charged for the shipping costs to the seller, the cost of two-way shipping from the seller, and a service fee of 0.75 USD.

Note: Even if free domestic shipping was offered by the seller at the time of purchase, you will be responsible for the shipping cost of the initial dispatch during a return or exchange process.

Required Funds for Return/Exchange: Please ensure that you are aware that when applying for a return, the return shipping fee and service charge will be deducted from the refund.

Please ensure that when applying for the exchange service, your account balance is sufficient to cover the exchange shipping fee and service charge.

Additionally, please refer to the table below for the specific packaging requirements for certain products. Failure to meet these requirements may result in the inability to process your return or exchange request.

Determining Responsibility for Return/Exchange: When initiating a return or exchange request, please select the appropriate reason based on the actual circumstances to determine who will bear responsibility for the return or exchange (whether it is you, the seller, or another party).

Responsible Party	Situation	Related Cases	Fees
Customer	I Don’t want the product anymore	Client A requests the guaranteed return/exchange service for personal reasons	Customers need to pay the service fee for returns and exchanges 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) Unconditional exchange = Shipping cost to the seller + shipping cost of 2 trips from the seller + 0.75 USD (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/exchange.
	I Purchased the wrong product/extra product	Client B requests the guaranteed return/exchange service for personal reasons.
	Shipping fee is way over my budget.	Client C requests the guaranteed return/exchange 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/exchange 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 and exchange 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

• The refund or exchange amount will be based on the actual price you paid for the product.
• We can only process a return or exchange if the seller agrees to the request.
  • 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.
• For specific return packaging requirements, please refer to the table below. Please note that if these requirements aren’t met, the product can’t be returned or exchanged.

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.