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 return policy on that item
  • 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

  1. Optimal Timing: Submit return requests after quality inspection but BEFORE packaging
  2. 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

  1. Unconditional Returns:

    • Shipping to seller
    • Return shipping
    • $1 USD Service Fee

  2. 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

  1. Check product eligibility
  2. Ensure sufficient account balance for fees
  3. Verify product meets packaging requirements
  4. 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

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