Refund & Return Policy

1. Before we buy

You can cancel an order that we have not yet purchased at any time from your account. The full amount is refunded to your balance immediately.

2. After we buy, before it arrives

• If the seller cannot supply the item or cancels, we refund the product price, service fee and domestic shipping in full.
• If you change your mind, we will try to cancel with the seller. If the seller agrees, you get a full refund; if the item has already been sent, it is handled as a return (below).
• If the final price is lower than you paid, the difference is refunded automatically.

3. Returns and exchanges at our warehouse

After an item arrives you can see its photos. If it is wrong, damaged or not as described, you can request a return or exchange from the order page before it is packed for international shipping.

• Return: once the seller accepts the return, we refund the item price to your balance. Domestic return shipping is deducted unless the seller pays it.
• Exchange: we send the item back and the seller ships a replacement to our warehouse.
• Sellers usually accept returns within 7 days of delivery to our warehouse, so please check your photos soon after arrival.
• Our service fee is not refundable once an item has been successfully purchased and received.

4. After international shipping

Once a parcel has left our warehouse we cannot return goods to Chinese sellers. Shipping fees are not refundable once the parcel is dispatched.

If a parcel is lost or damaged in transit, contact us within 30 days of delivery (or of the expected delivery date). We will open a claim with the carrier and refund what is recovered, plus any shipping insurance you purchased.

5. Withdrawing your balance

You can request a refund of unused balance in My Account → Balance → Refund balance. It is returned to the original payment method (PayPal, Alipay, WeChat Pay or bank), starting with your most recent payment, for payments made within the last 12 months.

PayPal payments are refunded in US dollars at the exchange rate of the original payment. Payment-provider fees paid at checkout and bank charges are not refundable. We review requests within 1–3 business days; your provider may take a few more days to show the money.

If your account is under review (for example during a payment dispute), refunds are paused until the review is finished.

6. How to request

Use "Request return / exchange" on the order page, or open an enquiry in your account. You can also email service@ezbuyship.com with your order number.