Refund and Returns Policy

Last Updated: [2025 Sep 28]

1. Introduction

This Refund and Returns Policy outlines the terms and conditions for returns, refunds, and exchanges for services provided by CNGoodsBuy.com (“we,” “us,” “our”). Please read this policy carefully before using our services, as it is an integral part of our Terms of Service.

Important Note: CNGoodsBuy.com acts as your purchasing agent for goods from Chinese platforms like Taobao, 1688, and Weidian. We are not the manufacturer or direct seller of these goods. Therefore, our refund and return capabilities are limited by the policies of the original sellers and the logistical realities of international shipping.

2. General Eligibility

To be eligible for a return or refund, the item must be in its original condition, unopened, with all tags attached, and in its original packaging. You must also provide proof of purchase (your order number from our website).

3. Service Fee Refund Policy

Our service fee for purchasing and handling items is non-refundable once an order has been successfully placed with the seller. This fee covers the labor and resources expended in the purchasing process.

4. Scenarios for Refunds & Returns

Scenario 1: Item Out of Stock or Cannot Be Purchased

• If the seller informs us that an item is out of stock or we are unable to purchase it for any reason, you will receive a 100% refund for the product cost and any domestic shipping fee paid for that item.

Scenario 2: Item Not Received at Our Warehouse

• If an item does not arrive at our warehouse within 60 days from the date of purchase (based on the typical delivery times within China), you can choose to:
  a) Wait longer.
  b) Request a full refund for that item and its domestic shipping cost.
  c) File a claim with the original seller (which we will assist with).

Scenario 3: Wrong or Damaged Item Received (Must be Reported within 7 Days of Warehouse Receipt)

• Upon receiving your item at our warehouse, we offer a free “Basic Inspection” where we check for obvious damage and verify the item against your order for basic attributes (e.g., color, type). We are not able to test electronic items or inspect for hidden defects.

• If we identify a discrepancy or damage, we will contact you immediately with photos.

• If you purchase our “Quality Check” service, we will conduct a more thorough inspection.

• If a wrong or damaged item is confirmed, we will contact the seller on your behalf to negotiate a solution. This typically results in:
  a) Return to Seller: If the seller agrees to a return, we will return the item. Once the seller confirms receipt, you will receive a full refund for the product cost and domestic shipping.
  b) Partial Refund: If the seller agrees to a partial refund to compensate for the issue, we will pass this refund on to you.

  • Please note: The success of this process is dependent on the original seller’s return policy. Return shipping costs within China are the responsibility of the customer and will be deducted from any refund unless the seller agrees to cover them.

Scenario 4: Customer-Changed Mind / Incorrect Order by Customer

• Returns are only accepted due to seller error or product defect. We do not accept returns or offer refunds if you simply change your mind, ordered the wrong item, or provided incorrect specifications (e.g., wrong size, color).

5. Refunds for International Shipments

Once your parcel has left our warehouse for international shipping, we cannot accept returns or offer refunds for the items inside or the international shipping cost for the following reasons:

• Lost Parcel: If your international parcel is lost by the shipping carrier, you must file a claim directly with the carrier. We will provide all necessary documentation to support your claim.

• Damaged During International Transit: Insurance is highly recommended. If you purchased insurance and the parcel is damaged, you must file a claim with the shipping carrier/insurance provider. We will assist by providing warehouse photos and packing evidence.

• Seized by Customs: We are not liable for parcels seized or rejected by customs in the destination country. It is your responsibility to understand your country’s import laws.

6. How to Initiate a Return or Refund Request

1. Contact Customer Service: Do not instruct us to dispose of the item. You must contact our customer service team at [Insert Support Email] within the specified timeframes (e.g., 7 days for warehouse issues).

2. Provide Information: Include your order number, the item in question, and a detailed description of the issue.

3. We Will Liaise with the Seller: Our team will communicate with the original seller on your behalf to seek a resolution (return, exchange, or partial refund).

4. Resolution: We will inform you of the seller’s response and proceed with the agreed-upon solution.

7. Refund Processing Times

Approved refunds will be processed to your original method of payment within 7-14 business days. The time it takes for the refund to be credited to your account may vary depending on your payment provider.

8. Contact Us

If you have any questions about this Returns and Refunds Policy, please contact us at:
Email: [email protected]