The available after-sales action depends on the order stage, seller rules and the condition of the goods. Raise an issue early: international dispatch can remove options that were available while the item was still in China.
Cancellation options by order stage
| Order stage | Next step |
|---|---|
| Pending processing | Use the order page to request cancellation. The refund returns to the account balance. |
| Processing | Request cancellation promptly. If purchasing has not started, the order can be cancelled without a return operation. |
| Purchased or seller dispatched | Use the order’s after-sales action. Cancellation or refund depends on the seller and the actual fulfillment progress. |
| Received at the warehouse | Apply for the relevant return or exchange before its deadline and confirm seller acceptance and charges. |
| Handed to international logistics | Do not assume interception or cancellation is possible. A dispatched parcel that cannot be intercepted is not eligible for a cancellation refund merely on request. |
Check the actual order status, rather than using the absence of international tracking as proof that purchasing has not begun.
The conditional 14-calendar-day seller window
The 14-calendar-day return and exchange service is conditional. It requires the seller to offer the service, the goods to remain in the required resalable condition, and the application to be within the applicable after-sales period from product receipt or sign-off.
Check the deadline recorded for your order when it reaches the warehouse; do not wait for overseas delivery to ask about a seller return. This seller after-sales period is part of the purchasing and receipt process, not a new 14-day window that starts when an international parcel reaches your home. The 90-day storage period does not extend it.
Customized products, second-hand goods, certain personal-use items and other seller-excluded categories may not qualify. Original packaging, tags, accessories, security fasteners and relevant seals can be required. Removing them at your request can affect eligibility.
Return freight and the CNY 10 service charge
The standard return or exchange service charge is CNY 10. The first application in a calendar month may receive a waiver of that service charge. The waiver does not cover shipping.
A change-of-mind return can involve return freight and original domestic delivery costs. An exchange can also involve another delivery from the seller. Confirm the full charge, including any recovery of an initially waived delivery cost, in the after-sales application before proceeding.
| Amount | What the monthly service-charge waiver means |
|---|---|
| CNY 10 return/exchange service charge | The first qualifying application in a calendar month may receive this waiver |
| Freight back to the seller | Still assessed separately |
| Original seller-to-warehouse freight | May remain payable or be recovered under the return terms |
| Replacement delivery for an exchange | A separate shipping leg; confirm it in the application |
A waiver of the service charge is therefore not a promise of a free return or free exchange. Keep the seller’s approval and the actual quoted charges with the after-sales record.
Responsibility for a wrong shipment, confirmed defect or domestic transit damage is assessed separately. Do not assume that every disagreement with a product photo is treated as a confirmed quality defect.
After-sales application and seller acceptance
Open Orders, locate the item and choose Aftersales. Explain the requested action and provide the order information and relevant photos. Keep enough balance for any confirmed return freight and service charges.
After seller approval, follow the return instructions and keep the domestic return tracking record. Completion depends on the seller receiving the goods and confirming the refund or exchange; a request alone does not complete the process.
Account credit, deductions and original-method refunds
Refunds are based on the actual amount paid and the applicable deductions. Order refunds normally return to the OOTDBuy balance. A refund to the original payment method requires separate eligibility; payment-processing charges and exchange-rate effects can remain. The balance and original-method refund explanation covers the account-funding side of that process.
An international delay alone is not automatic grounds for a refund. A lost-parcel case requires the relevant carrier investigation and recognition of loss. For shipment damage or loss, use insurance and claims and preserve the required evidence.