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Terms of Promised Returns with no reasons

什么是5天退换货保障？
本保障是第三方平台卖家提供的售后服务（含技术支持），自买家签收商品之日起7天内（即商品入库后5天内），您可依据本政策及平台附加规则申请退换货。

如何判断商品是否适用此保障？
商品是否支持5天无理由退换服务将在商品页面明确标注。

类型 示例 售后服务
不可退换 定制商品 带有定制设计的商品。收到您的申请后，我们将与卖家协商退换货事宜，但最终结果由卖家决定。
  包装、标签或配件按客户要求拆除的商品 标签已拆除的衣物
  报刊杂志 订阅的书籍和杂志
  二手商品 二手物品
  中国大陆以外地区的商品 从海外、香港和澳门地区购买的商品
  内衣 内裤、袜子、打底裤
  成人用品 成人用品
  卖家规定的其他商品 以卖家规则为准
  食品 饼干、糖果等
  书籍（≥15 本） 不少于 15 本书籍
  已开封商品必须满足退货包装 “特殊标准” 密封商品，请参考附表（点击查看 “特殊标准”）
可退换 商品满足以下条件时可退货： 在库存到达后 5 天内提交的退换货申请，我们将按标准流程处理。
  1. 卖家提供有保障的退货政策。  
  2. 商品符合卖家规定的可二次销售条件。  
  3. 商品在仓库中的时间最多不超过 5 天。  
  对于免运费的商品，退货运费由买家承担。  
  对于非免运费的商品，买家需承担从卖家到我们仓库的运费以及从仓库退回卖家的退货运费。  

退换货服务申请指引：

  1. 申请时效
    订单状态变更为 “已入库” 后 5 天内（120 小时），可通过账户页面申请退换货，逾期将不予受理。
  2. 费用说明
    • 每月首次退换货免服务费；
    • 后续申请费用如下：
      • 无条件退货：需承担发往卖家的运费、退货运费及 0.75 美元服务费；
      • 无条件换货：需承担发往卖家的运费、两次发货运费及 0.75 美元服务费；
    • 注意：即使购买时卖家提供免邮服务，退换货时仍需承担首次发货的运费。
  3. 账户余额要求
    申请退换货时，请确保账户余额充足，以支付退货运费及服务费。部分商品需符合下表包装要求，若未满足则无法退换。
  4. 退换货责任划分
    请根据实际情况选择退换货原因，以确定责任方（买家、卖家或其他）。

esponsible 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

Notes and FAQ

Notes:

  1. The refund/exchange total is based on the product price that you actually paid
  2. We can only return/exchange the product for you when the seller agrees
  3. 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.
  4. 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, Mulebuy 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. Mulebuy 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.

4.Where can I check if I still have free returns/exchanges left for this month?

You can check your free returns/exchanges of the month on the return/exchange service request page. Go to [Orders]- Find the order you want to request the free return/exchange services for – Click [Aftersales]

Terms of Promised Returns with no reasons

什么是5天退换货保障？
本保障是第三方平台卖家提供的售后服务（含技术支持），自买家签收商品之日起7天内（即商品入库后5天内），您可依据本政策及平台附加规则申请退换货。

如何判断商品是否适用此保障？
商品是否支持5天无理由退换服务将在商品页面明确标注。

类型 示例 售后服务
不可退换 定制商品 带有定制设计的商品。收到您的申请后，我们将与卖家协商退换货事宜，但最终结果由卖家决定。
  包装、标签或配件按客户要求拆除的商品 标签已拆除的衣物
  报刊杂志 订阅的书籍和杂志
  二手商品 二手物品
  中国大陆以外地区的商品 从海外、香港和澳门地区购买的商品
  内衣 内裤、袜子、打底裤
  成人用品 成人用品
  卖家规定的其他商品 以卖家规则为准
  食品 饼干、糖果等
  书籍（≥15 本） 不少于 15 本书籍
  已开封商品必须满足退货包装 “特殊标准” 密封商品，请参考附表（点击查看 “特殊标准”）
可退换 商品满足以下条件时可退货： 在库存到达后 5 天内提交的退换货申请，我们将按标准流程处理。
  1. 卖家提供有保障的退货政策。  
  2. 商品符合卖家规定的可二次销售条件。  
  3. 商品在仓库中的时间最多不超过 5 天。  
  对于免运费的商品，退货运费由买家承担。  
  对于非免运费的商品，买家需承担从卖家到我们仓库的运费以及从仓库退回卖家的退货运费。  

退换货服务申请指引：

  1. 申请时效
    订单状态变更为 “已入库” 后 5 天内（120 小时），可通过账户页面申请退换货，逾期将不予受理。
  2. 费用说明
    • 每月首次退换货免服务费；
    • 后续申请费用如下：
      • 无条件退货：需承担发往卖家的运费、退货运费及 0.75 美元服务费；
      • 无条件换货：需承担发往卖家的运费、两次发货运费及 0.75 美元服务费；
    • 注意：即使购买时卖家提供免邮服务，退换货时仍需承担首次发货的运费。
  3. 账户余额要求
    申请退换货时，请确保账户余额充足，以支付退货运费及服务费。部分商品需符合下表包装要求，若未满足则无法退换。
  4. 退换货责任划分
    请根据实际情况选择退换货原因，以确定责任方（买家、卖家或其他）。

esponsible 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

Notes and FAQ

Notes:

  1. The refund/exchange total is based on the product price that you actually paid
  2. We can only return/exchange the product for you when the seller agrees
  3. 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.
  4. 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, Mulebuy 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. Mulebuy 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.

4.Where can I check if I still have free returns/exchanges left for this month?

You can check your free returns/exchanges of the month on the return/exchange service request page. Go to [Orders]- Find the order you want to request the free return/exchange services for – Click [Aftersales]