Returns and refunds
Terms of Promised Returns with no reasons
72-hour return guarantee
The "72-hour return guarantee" is a service provided by the justshop platform for customers, including technical support and other services. This service becomes effective 72 hours after the product arrives at the Justshop warehouse (i.e. the product has been stored in the warehouse). The buyer can operate on the product or the order after reviewing the quality inspection within 72 hours. They can choose to send it or request a refund. After 72 hours, if the operation is not completed, the warehouse will automatically return the product or the order, and the return fee is 1 USD.
How can I determine if a product qualifies for the Return Guarantee?
Products either qualify or don't qualify for the 3-Day Free Return Service.
Unavailable
| Typ | E.g. | After-Sales Service |
|---|---|---|
| Custom-made | Products with customized designs. | After receiving your request, we will negotiate with the seller regarding the return, but the final outcome is at the discretion of the seller. |
| Products whose packaging, tags, or accessories have been removed at the customer's request. | Clothes whose tags have been removed | |
| Newspaper, periodicals | Subscribed books and magazines. | |
| Second-hand products | Second-hand products | |
| Products from outside the Chinese mainland | Products purchased from overseas, Hong Kong, and Macau regions. | |
| Undergarments | Underwear, socks, leggings | |
| Adult products | Adult products | |
| Others stipulated by the seller | Subject to seller rules | |
| Food | Biscuits, candies, etc. | Products that have been opened must meet the "Special Standards" for return packaging. |
| Books (≥15) | No less than 15 books | |
| Sealed products, please refer to the attached table (click to view "Special Standard") | ||
Available
The product is eligible for returns when it satisfies the following conditions: 1. The seller offers a guaranteed return policy. 2. It is in resalable condition as specified by the seller. 3. It has been in the warehouse for a maximum of 3 days. For products with free shipping, the shipping fee for returns will be the buyer's responsibility. For products without free shipping, the buyer will be responsible for both the shipping fee from the seller to the our warehouse and the return shipping fee from the warehouse back to the seller.
For return requests submitted within 3 days of stock arrival, we will proceed with the standard procedure.
Return address: UNIT 89, 3/F., YAU LEE CENTRE, NO.45, HOI YUEN ROAD, KWUN TONG, HONG KONG
Business Registration No.: 76417623
Instructions for Requesting Return Service
- Within 3 days (72 hours) after the order status changes to "Stored in warehouse", you can request a return through your account page. Requests made after the 3-day time frame will not be accepted.
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The return requests will incur the following fees:
For Unconditional Returns: You will be charged for the shipping cost to the seller, shipping cost from the seller, and a 1 USD Service Fee.
Note: Even if the seller offered free shipping at the time of purchase, you will be responsible for paying the shipping fee for the first dispatch during a return. - After receiving the order, the buyer can initiate the return or refund service within 30 days. If you need this service, please contact the customer service staff for registration. After 30 days, it will be automatically regarded as successful delivery.
- Please ensure your account has sufficient funds to cover the return shipping and service fee when requesting the return service. Refer to the table below for the required packaging specifications for certain products. The product cannot be returned if these requirements are not met.
Determining Responsibility for Return
Please select a reason based on the actual situation to determine who is responsible for the return of the product (you, the seller, or other parties).
| Responsible Party | Situation | Related Cases | Fees |
|---|---|---|---|
| Customer | I Don't want the product anymore | Client A requests the guaranteed return service for personal reasons | Customers need to pay the service fee for returns if customer him or herself is the responsible party. Unconditional return = Shipping cost to the seller + shipping cost from the seller + 0.75 USD (Service Fee). Note: Even if the seller offers free shipping at purchase, you will need to pay back the shipping fee of the first dispatch when you apply for return. |
| I Purchased the wrong product/extra product | Client B requests the guaranteed return service for personal reasons. | ||
| Shipping fee is way over my budget. | Client C requests the guaranteed return service as the international shipping fee is much higher than his budget | ||
| The seller thinks the product has no quality issue | that the product is different from what the photo shows and requests the guaranteed return service. After verifying with the seller, it is concluded the product has no quality issue (Click to view "Example of Defective Products/Quality Issues") | ||
| Seller | The seller shipped the wrong product. | The seller ships the wrong product due to his own negligence and the received product is different from what was ordered. For example, the color or size of the product is different from what the client ordered | The customer normally, does not need to pay the cost of return caused by non-customer reasons. Unless seller insists customer need to pay for shipping. |
| Quality issues | The product has quality issues. For example, holes, and stains. | ||
| Others | The product is damaged during the domestic transportation | The product purchased by the client is already damaged when arriving at the warehouse due to the domestic transportation | The customer normally, does not need to pay the cost of return caused by non-customer reasons. Unless seller insists customer need to pay for shipping. |
Refund Statement
After the refund application is processed, we will handle your return and refund request within 48 hours. The refund will be processed and returned to your bank account or PayPal account via the original payment method within 7-9 days after approval.
Notes and FAQ
1. Notes:
- The refund total is based on the product price that you actually paid
- We can only return the product for you when the seller agrees
- Please make sure that there is enough balance in your account after requesting the return service so you can pay for the return shipping and service fee.
- Please refer to the table below for the return packaging requirements of certain products. you will not be able to return the product when the requirement is not met.
2. Special Standards
| Product Category | Special Standards |
|---|---|
| New Sneakers | Anti-theft clasp (if any) and the anti-damage sticker has not been cut/removed, and are fully functional. |
| Detergent/ Tampon/ Paper/ Fragrance | The one-time sealing packaging (if any) of the personal care products must remain sealed. |
| Hair Care/ Wig | The one-time sealing packaging (if any) of the hair care products must remain sealed. |
| Skin Care/ Body Care/ Essential Oil | The one-time sealing packaging (if any) of the products must remain sealed |
| Cosmetics/ Perfume/ Beauty Tools | The one-time sealing packaging (if any) of the products must remain sealed |
| Digital Products/ Home Appliances (Excluding cameras and large home appliances) |
1. The internet access permit is not damaged (destroyed). 2. There is no water damage. |
| Digital Camera/SLR Camera/Camera | The shutter of SLR cameras are not pressed more than 20 times. |
| Large Home Appliances |
1. LCD TV and air conditioner: has not been installed to the wall. Simple debugging is allowed. 2. Washing machine: has not been used with water. |
| Models/ Anime Products/ Anime-Related Peripherals/ Cosplay Products/ Board Games | The tapes and plastic seals (when there is any) on products like models, figures, soldier figures, BJD cannot be removed. |
| Electronic Components |
1. No welding operation. 2. The integrated circuits have never been installed on any IC base. 3. The one-time sealing packaging of consumables like thermal silicon grease/thermal paste, electronic glue/ encapsulating glue/ sealant/ adhesive, conductive glue, and conductive ink must remain sealed. |
| Level II Category "Game Software" under Level I Category "Video Game/ Accessories/ Games/ Game Guide" | The one-time sealing packaging (if any) of the products must remain sealed |
| Pet Foods, Health Products, and Drugs under Level I Category "Pets/Pet Foods and Supplies" | The one-time sealing packaging (if any) of the products must remain sealed |
| Books/ Magazines |
1. The one-time sealing packaging (if any) of the products must remain sealed 2. There are no traces of folding, water stains, stains, ink, and traces left by reading on the product. |
| Level II Category "Animal Health Products/Veterinary Drugs" under Level I Category "Ranching/ Farm Products" | The one-time sealing packaging (if any) of the products must remain sealed |
| The one-time sealing packaging (if any) of the products like food (including supplements), cosmetics, medical devices, contraceptives, personal care supplies, adult supplies, baby diapers, books, and audio-visual products must remain sealed. "Sealed" refers to: The seals or the plastic wrap on the packaging of the product applied by the manufacturers. | |
FAQ
1. What to do when there is an after-sales problem with an order that is ineligible for the "return guarantee"?
When there is a quality issue with the product, Justshop will verify with the seller based on the actual situation. We will figure out the final solution and notify the user. If the product has no quality issue, the return service will be unavailable based on the rules from the third-party platform. Justshop will try to communicate with the seller and protect the user's rights.
2. Who will be responsible for the shipping fee when using the "return guarantee"?
The product must be new and meet the resell requirement before requesting the return service. If the product has no quality issue, the user will be responsible for the shipping fees. If there is a quality issue with the problem, the seller will be responsible for the shipping fees after the user submits the request.
3. Will there be any charges if I request the return service when the order status is "not shipped"?
Don't worry, in this case, there will be no charge. You will only be charged when the return request meets the two conditions: First, the product has no quality issues. Second, the product is already stocked in the warehouse. So, when a product is not shipped yet, we will not charge you any fee.
4. What should we do if the buyer is not satisfied with the goods received and wants to return or exchange them?
Please contact the customer service staff through the Justshop website to explain the situation. The customer service staff will handle this issue.