1. Whether the parcel has clearly broken or damaged mark, receivers should check the parcel in front of the postman and sign with remarks or reject to accept.

2. If the parcel is not signed in front of the postman and the parcel has damaged or broken, please keep the original package (and sealed). Invoice, actual photo and other related evidences would need to be provided to us within 2 working days after it is delivered, we will negotiate with the local post office for compensation.
3. If a parcel is returned from abroad due to reasons such as “unqualified international security”, “no sign”, “address unknown”, or “out for delivery”, the recipient is responsible for the redelivery fee.
4. If the goods were confiscated ,we will verify the material and category of the goods, but we cannot determine if they are genuine or fake. If the goods are determined to be imitation, fake, or sensitive items, and the parcel is confiscated, the recipient is responsible.
5. If there has been a quality issue after you have used the product for a while, as long as the product is still within the quality assurance period, and you have original proof of purchase and product quality assurance card, you can entrust Mulebuy. We can help you to contact Chinese mainland merchant to refund / exchange.

1).Because each retailer / manufacturers have their special principles and ways to processing problems in the quality issue of the goods (commodity quality assurance card note is effective), Mulebuy cannot guarantee the manufacturer can fully satisfy your requirements, but will do our best to strive for your interests to make you satisfied.

2).Mulebuy provides this agent service and do not charge any service fees, but you need to cover the return delivery fee. Mulebuy reserves the right to refuse to serve as a commodity agent that does not meet the quality assurance conditions.

6. please describe your problem in detail, and upload package photos, real commodity photos etc.. Once Mulebuy received your application, we will reply you as soon as possible with solutions (including but not limited to refund the cost, returns, etc.).

Occurrence of any of the following circumstances, we will not accept your request to return the goods

1.The commodity is replaced, the original change, or missing parts

2.Opened goods, such as package, CD, DVD, tapes, etc.

3.Without the original proof of purchase.

4.Involving goods missed, damaged, defective and other issues, you need to contact the customer service within 72 hours after you have received. If it is overdue, request is no longer accepted.

If you want to apply for after sales, you need to provide photos.

1.Goods damaged or there is a large area of stains, please take photos and upload which is damaged or polluted.

Damaged goods, stained goods

2.Received the size of the goods and your purchased size does not match, where you need to have the size of the logo photos uploaded (if there is no size identification of goods, it cannot be verified)

3.If the goods you received does not match the goods style you bought, you need to take the overall picture and upload it.

4.Lack of goods, first you need to provide the order number of the missing goods, then take and upload pictures of items list , the unpacking parts of the parcel packaging ,the goods and parcels weighting photos, as shown in figure.

5.If you have received the parcel, but you found out that there is something wrong with the parcel, please take a picture of the parcel List and the goods within the package, and provide the ID of one of the items received.

6.If your received package’s weight is wrong: Please weigh before open the parcel, and upload the weighting pictures.

Note:

1. How to Access After-Sales Service: To reach our customer service team, click on the side menu to find the support section. When applying for after-sales service, please provide a detailed description of the issue, along with photos of both the packaging and the product. Mulebuy will process your request promptly and provide a solution, which may include options such as a refund, return, or exchange.
2. After-Sales Service Eligibility: Please note that Mulebuy reserves the right to deny after-sales service if the logistics tracking shows that your parcel has been delivered and received for more than 3 days.