5-Day Return/Exchange Guarantee Policy
What is 5-Day Return/Exchange Guarantee?
The 5-Day Return/Exchange Guarantee is an after-sales service that includes:
- Technical support from sellers
- Return/exchange rights within 7 days after product signing
- 5-day window after warehouse stocking
- Additional platform-specific rules may apply
Product Eligibility
✅ Products Eligible for Return/Exchange
A product qualifies for return when it meets ALL these conditions:
- Seller offers a guaranteed return policy
- Product is in resalable condition
- Within 5 days of warehouse arrival
❌ Products NOT Eligible for Return/Exchange
| Type | Examples | Handling |
|---|---|---|
| Custom-made | Customized designs | Negotiable with seller |
| Removed items | Removed tags, packaging | Not returnable |
| Publications | Newspapers, magazines | Not returnable |
| Second-hand | Used products | Not returnable |
| Non-mainland | Hong Kong, Macau items | Not returnable |
| Intimate items | Underwear, socks | Not returnable |
| Adult products | All types | Not returnable |
| Food items | Biscuits, candies | Not returnable |
| Bulk books | 15+ books | Not returnable |
| Seller specified | Per seller rules | Follow seller policy |
Note: Opened products must meet "Special Standards" for return packaging.
Return/Exchange Process
Timeline ⏰
- Submit request within 5 days (120 hours) of "CheckInWarehouse" status
- Requests after 5 days will not be accepted
⚠️ Important: Packaging Phase Policy
- Optimal Timing: Submit return requests after quality inspection but BEFORE packaging
- After Packaging:
- Returns generally not accepted once packaged
- If absolutely necessary: $10 USD additional service fee applies
- This policy helps maintain efficient service for all customers
💰 Fee Structure
Standard Fees
Unconditional Returns:
- Shipping to seller
- Return shipping
- $1 USD Service Fee
Unconditional Exchanges:
- Shipping to seller
- Two-way shipping from seller
- $1 USD Service Fee
Shipping Fee Responsibility
- Free Shipping Products: Buyer pays return shipping
- Regular Shipping Products: Buyer pays both ways
- Quality Issues: Seller covers shipping fees
Important: Free shipping at purchase does not cover return shipping costs
📋 Before Requesting Return/Exchange
- Check product eligibility
- Ensure sufficient account balance for fees
- Verify product meets packaging requirements
- Submit within the 5-day window
Frequently Asked Questions
1. Non-eligible Product Issues ❓
Q: What if my non-eligible product has issues? A: AgentsBen will:
- Verify quality issues with seller
- Negotiate solutions
- Protect buyer rights
- Notify final resolution
2. Shipping Fee Responsibility 🚚
Q: Who pays for shipping? A: Depends on situation:
- Quality issues → Seller pays
- No quality issues → Buyer pays
- Must meet resale conditions
3. Pre-shipment Returns 📦
Q: Are there fees for returns before shipping? A: No charges if:
- Product not yet shipped
- Still in warehouse
- Return requested before packaging