Returns & Refunds: Eligibility, Claims & Payouts

Request a Seller Return

Order Stage & Return Eligibility

Customized and non-returnable products are not covered by an unconditional-return workflow. Check the seller’s return period and acceptance before proceeding.

For stored items, the warehouse-return article gives a request window within five days of entry. Check seller conditions and act promptly; do not interpret other vague wording as an instruction to wait five days. The platform’s no-return-after-shipping-submission rule describes the warehouse workflow, while an overseas seller complaint is a separate, conditional process.

Ordinary Deductions and Seller-Fault Exceptions

The ordinary warehouse-return article lists domestic delivery already incurred, ¥12 return freight to the seller and a ¥10 warehouse service fee. These deductions describe a stored-item return, not an eligible cancellation before procurement. Confirm the actual deduction before authorizing the return.

For an incorrect or broken item verified through QC, the seller-fault article describes asking the seller to bear return freight and waiving the platform service fee. That treatment needs the mismatch or breakage confirmed; a change of mind or a selected size that does not suit the buyer does not automatically qualify.

Return Request Checklist

• The purchase order number and the exact item or variant.
• The current seller-shipment or warehouse status.
• The reason for the request and any relevant warehouse photos.
• The applicable seller conditions, deductions and shipping-submission status.

Return & Replacement Purchases

A wrong item can be returned and the desired item purchased again. If you place the new order before the first refund completes, you need to fund the replacement separately. Keep the two order numbers so support can distinguish the return from the new purchase.

Seller agreement, receipt of the returned goods and the seller’s refund processing still matter. The stored-item help gives a typical overall reference of 7–15 days, while other articles describe sellers waiting longer for marketplace processing. A return request does not mean the money has already reached either your balance or your bank.

Follow the Refund and Withdrawal

Seller Receipt Before Balance Credit

Keep the return shipment and purchase number until the seller receives the goods and completes the refund. Only then is the refundable amount credited to the MyCNBox account balance. A submitted return request does not establish that the seller has approved it or received the parcel.

The stored-item article gives a typical 7–15-day overall return/refund reference, subject to seller processing. This is different from the later bank-arrival period for a withdrawal. Follow the actual status of each stage rather than adding a seller estimate to a card-refund promise. Check withdrawal processing times separately when following a balance withdrawal.

Refund Amount & Currency

The refundable amount follows the remaining RMB amount after the original purchase process and applicable deductions. Currency conversion and payment-provider charges can mean that the amount returned in your own currency differs from the initial payment.

Balance Withdrawal

For an available self-service withdrawal, open My → Wallet → Withdrawable Balance, select the relevant payment record and enter the amount. If the withdrawal action is unavailable, ask account support to assist. An approved withdrawal follows the original payment route; bank or payment-provider processing is separate from the seller refund.

MyCNBox lists no platform withdrawal fee, but payment-provider transaction or refund-processing deductions may remain. Check the amount available for that specific payment record before submitting.

Handle a Problem After Delivery

Missing, Damaged & Empty Parcels

1. Record before opening

   Make one uninterrupted video from receipt, showing the parcel condition, shipping label, seals and the complete opening. Keep the packaging and order records while the issue is investigated.

2. Request a carrier report

   If there is no qualifying continuous video, obtain an official local-carrier missing-item, damage or empty-box report. Photos taken after opening do not replace the required evidence.

3. Report immediately

   Give support the parcel number, affected item numbers and the original evidence. State which contents are missing or unusable instead of submitting only a general complaint.

4. Follow the case decision

   Support can help verify and submit the case. The carrier and insurance terms determine compensation; providing evidence does not itself establish approval.

Report Immediately; Confirm the Applicable Deadline

The insurance page gives inconsistent delivery-problem deadlines: its claims table says seven days after delivery, while its additional notes say a claim becomes void without filing within three days. Report the issue immediately, obtain a case number and request written confirmation of the applicable deadline. Do not wait until day seven based on the table alone.

For loss, inspection, delay or return, the same page describes a claim starting 15 days after the event and an inquiry/claim deadline within 45 days of shipment. Ask support to confirm how those periods apply to the actual event; do not wait for a later delay-compensation milestone without opening an inquiry.

The stated 1–2-business-day review is a case-processing reference, not a guaranteed payout date. Approved compensation is credited to account balance. Keep the waybill, original evidence, carrier certificate where needed, and dated correspondence until the decision is recorded.

Post-Delivery Quality Complaints

Use warehouse QC as the main opportunity to reject a wrong or visibly unsuitable item before paying international freight. After overseas delivery, the dissatisfaction article describes requesting seller assistance and, if accepted, returning goods at your own overseas shipping cost. Obtain the return address and seller acceptance before sending anything back.

Subjective color, texture or workmanship dissatisfaction is not the same as a confirmed transport-loss claim. Support can contact the seller, but seller approval and policy determine the result. The help pages restrict claims after QC approval while also describing a conditional seller-return route; neither should be read as an unconditional refund guarantee.

Electronics & Functional-Product Limits

A basic function test can show whether a device powers on, an indicator works or a watch runs at that moment. It is not a promise of long-term stability, product quality or seller warranty. A device’s own malfunction is excluded from the described insurance compensation.

Physical transit damage may be considered under the shipping policy if its evidence and other conditions are met. Distinguish that from a performance complaint or a problem already visible in QC. Give support the affected model, purchase number, warehouse media and continuous delivery evidence so the case can be classified correctly.

Check Which Policy Applies

Uninsured & Non-Procurement Parcels

The uninsured-orders policy describes a freight refund when the carrier officially confirms a lost parcel. For product defects, the platform can ask the seller for a remedy, but the seller decides the amount. The same policy does not promise compensation for uninsured damage, seizure, delay, return or missing contents.

Goods sent directly to the warehouse outside MyCNBox procurement are excluded from full-value insurance; a separate help article says only international freight may be eligible. The current ordering rules do not support forwarding orders, so confirm eligibility before sending goods from another service.

Insured Returns & Reshipment Support

For a non-recipient-fault return after international transit, the insurance terms require a new shipping payment and describe refunding the insurance premium. If a reshipped parcel is returned again, the terms describe 50% support for a third attempt. Obtain confirmation that your case meets those conditions before paying.

This differs from a return within China before international transit and from a recipient-caused failure. Some lines do not support returns; insurance does not automatically pay for a parcel that cannot be returned through such a service.

After-Sales Case Checklist

Keep the case number and a dated record of each reply. Send clear original evidence through the official support channel and ask which action is required next. Do not discard packaging or close the case while a requested investigation is still outstanding.