No Reason Return/Exchange Policy
The seller provides special after-sales services to buyers through the technical support and services of a third-party platform. If an order is within 7 days from the date of delivery (i.e., within 5 days after the goods are received), the buyer may return or exchange the purchased goods in accordance with this policy and other relevant rules of the third-party platform. After submitting the application, the buyer will negotiate the return/exchange with the merchant and oversee the entire process until completion of the refund or exchange.
Fee Standard:
No reason return fee = Shipping to the seller + shipping from the seller + return service fee
Return and Exchange Service Fee Standard:
| Monthly Occurrences | return goods | exchange goods |
|---|---|---|
| 0 to 3 times | at no cos | at no cos |
| 3 to 10 times | 5 RMB per transaction | 10 RMB per transaction |
| 10 to 15 times | 10 RMB per transaction | 20 RMB per transaction |
| in excess of fifteen instances | 20RMB per transaction | 40 RMB per transaction |
Frequently Asked Questions
1. How should after-sales disputes be handled if the order does not support "no reason to return"?
If a quality issue arises, the Dgobuy platform will contact the seller for verification based on the actual situation and promptly notify the user of the final resolution plan. If no quality issues are found, according to third-party platform regulations, return and exchange services are not supported. However, Dgobuy will endeavor to communicate with the seller to protect the user's interests.
2. Who is responsible for the freight when using "no reason to return"?
The product must be new and in resalable condition before initiating a return application. If there are no quality issues, the customer must bear both the purchase and return shipping charges. In case of quality issues, the seller shall cover the round-trip freight once the customer initiates the application.
3. Is there any charge for returns if the order has not been shipped?
No charges apply. Rest assured that returns without valid reasons are subject to three conditions: (1) non-quality-related returns; (2) goods already in storage requiring unreasonable returns or exchanges; (3) expired monthly limits for no-reason returns/exchanges. Therefore, unshipped orders will not incur any fees.
4. Where can I check the remaining number of free return and exchange service charges for the month?
You can view the remaining free return and exchange service charges for the month on the return and exchange request page. The steps are as follows: My Order > Purchase Order > Find the order you wish to apply for a no-reason return/exchange > Click on Return/Exchange.
5. At which point does the system record the number of times a return or exchange is made?
After receiving your return application, the buyer will process the return for you. When the order status changes to "Return," the system will deduct one instance from your usage count. If multiple orders are applying for returns simultaneously, there may be a brief delay in updating the interface, so the system records and deductions prevail.
6. If the seller has shipping insurance and offers free shipping, do I still need to pay for the return shipping fee?
Regarding freight insurance, compensation by the insurance company depends on the return rate of the Taobao account. Given the current high return rate of our purchasing account, the insurance company may not approve the claim, rendering the freight insurance ineffective. Additionally, for free-shipping items, since the merchant prepaid the shipping cost, you will need to cover the return shipping fee if you apply for a no-reason return or exchange.
