Refund & Return FAQ

Return Policy

1. What items can be returned?

Items in Warehouse:

  • Can request return within 4 days after quality inspection photos are uploaded
  • Must be within warehouse storage period
  • Items must be in original condition

Non-returnable Items:

  • Items already shipped internationally
  • Items held over 4 days after QC photos uploaded
  • Custom-made or personalized items
  • Intimate apparel or hygiene products
  • Clearance or sale items marked as final sale

2. What are the return fees?

Basic Fees:

  • Return shipping fee to seller (varies by location)
  • $1 service fee per returned item
  • $5 repackaging fee if needed
  • Original domestic shipping fees are non-refundable

Additional Notes:

  • Fees deducted from refund amount
  • Return shipping costs vary by seller location
  • Some sellers may charge restocking fees

Refund Process

3. How to request a refund?

  1. Submit Request

    • Log into your account
    • Go to order details
    • Click “Request Refund”
    • Fill out refund form

  2. Provide Information

    • Order number
    • Items to return
    • Reason for return
    • Photos if quality issues

  3. Wait for Review

    • Customer service reviews request
    • Usually processed within 24-48 hours
    • May need additional information

4. How long do refunds take?

Timeline:

  • Review process: 1-2 business days
  • Return shipping: 3-7 days (domestic China)
  • Seller inspection: 1-3 days
  • Refund processing: 1-3 business days

Note: Total process usually takes 7-15 business days

5. How are refunds issued?

Refund Methods:

  • Direct to AgentsBen wallet balance
  • Can be used for future orders
  • Can request withdrawal to original payment method
  • PayPal refunds may take 3-5 additional business days

Quality Issues

6. How to report quality problems?

  1. Document Issues

    • Take clear photos of defects
    • Note specific problems
    • Compare with original listing

  2. Submit Report

    • Use quality issue form
    • Upload photos
    • Describe problems in detail

  3. Response Time

    • Initial response within 24 hours
    • Resolution time varies by case
    • May need seller input

7. What quality issues are covered?

Covered Issues:

  • Damaged items
  • Wrong size/color/style
  • Missing parts/accessories
  • Significant difference from description
  • Manufacturing defects

Not Covered:

  • Minor color variations
  • Slight measurement differences (1-2cm)
  • Normal wear and tear
  • Damage from improper use

Support

8. How to contact about refunds?

Contact Methods: For all contact information, please visit our Contact Us page.

Response Times:

  • Email: Within 24 hours
  • Live chat: Usually faster
  • Complex cases may take longer

9. What information to provide?

Required Information:

  • Order number
  • Item details
  • Return reason
  • Photos (if quality issues)
  • Preferred solution

Important Notes

10. When refunds are not possible?

Non-refundable Situations:

  • After international shipping
  • Beyond 4-day inspection period
  • Used or damaged by customer
  • Custom or personalized items
  • Final sale items

11. Tips for smooth returns

Best Practices:

  • Check items carefully during the inspection period
  • Report issues promptly
  • Provide clear photos and descriptions
  • Keep all packaging and tags
  • Follow return instructions carefully

12. Exchange Process

Exchange Steps:

  1. Request return of original item
  2. Wait for refund to wallet
  3. Place new order for desired item
  4. Use refunded balance

Note: Direct exchanges are not available; use return + new purchase.

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