For an eligible HipoBuy warehouse return, use the order's recorded status rather than the purchase date. The application instructions specify 120 hours beginning in the next hour after the status changes to Warehoused. The introduction separately mentions seven days after delivery signature and treats that as equivalent to five warehouse days. If those events do not align on your order, submit the request promptly and ask for the exact recorded cutoff; do not extend it by adding the two periods.
Check eligibility before changing the item
The seller must offer the return service, agree to the return and accept the item's resale condition. Custom-made goods, second-hand goods, underwear and goods with packaging, tags or accessories removed at the buyer's request are among the listed exclusions. Product-specific sealing and packaging requirements also apply. Keep the item unchanged while a wrong-option, damage or return request is being assessed.
Separate the service fee from transport costs
For a warehouse return for personal reasons, the fee section specifies CNY 5 for service plus the return journey and the original seller-to-warehouse journey. Its note includes the original journey even when the purchase initially had free shipping. However, the eligibility table describes free-shipping orders differently. Ask for a written breakdown of both freight legs and the expected refund before approving payment; CNY 5 is not the total return cost.
The FAQ says no return-service charge applies while the order is not shipped. For seller-error or quality cases, it assigns transport costs to the seller, while the responsibility table allows a seller to insist that the customer pays. Record the actual issue and obtain the case-specific charge decision. Seller approval, physical return and refund credit remain separate stages.
State what you want: cancellation before dispatch, a warehouse return, an exchange, or assistance with a delivered parcel. These are distinct cases. Include the order number, reason, evidence and the date you first reported the issue. Keep the request acknowledgment and seller response.
This article covers the published domestic-return process. It does not establish an international return guarantee, a payment-provider claim deadline or a guaranteed refund arrival date. Those require the applicable current terms and the facts of your transaction.
Match the request to the order stage
- Before dispatch: ask whether cancellation is still possible and wait for confirmation.
- At the warehouse: specify wrong item, damage, missing part or change of mind and request the appropriate action.
- During parcel preparation: ask whether packing can be paused and the item separated. Editing an order does not necessarily change a parcel already being processed.
- After export: use the applicable parcel or delivered-goods claim process rather than assuming the ordinary warehouse procedure still applies.
Prepare an evidence packet
Include the order identifier, seller link, selected option, stock-in time and issue. Pair each claim with evidence: the ordered size beside the received label, the included-parts description beside the missing component, or the full item plus a close-up of damage. State the outcome you want.
Describe the reason accurately. If you simply changed your mind, do not select a defect reason to avoid charges. Confirm who arranges the domestic return, whether more account balance is needed, what deductions apply and where the refund should appear.
Track approval and payment separately
Return acceptance, physical return and refund credit are different stages. Keep the case reference and response at each stage. For an exchange, confirm the exact replacement option and what happens if it is unavailable. Retain evidence until the expected amount or replacement is recorded.
If the request is refused, ask for the applicable condition and the facts supporting the decision. Check the item status and deadline. If a response misses the question, continue under the same reference with the unresolved point rather than opening several competing cases.
Describe the reason precisely
Say whether the concern is an incorrect option, a visible mark, a measurement difference or a change of preference. Attach the information relevant to that reason. For an apparent mismatch, compare the selected option with the item shown rather than relying on a general impression.
The QC photo guide explains how to ask for a useful view or readable measurement. An unrelated product image cannot demonstrate the condition of your own item. Avoid altering the goods while resolving the request if their condition may matter, and ask before removing packaging you might need.
Confirm what approval includes
A reply acknowledging your message is not necessarily approval of a return. Clarify the next action, the handling instructions, any costs and the amount expected back. Keep the answer with the order record so that you can distinguish what was requested from what was agreed.
Do not assume that all charges reverse together. Product cost, transport and selected services may appear separately. Ask how each relevant amount is treated rather than inferring a full reversal from the word refund.
If the item is already in a parcel, explain that stage accurately. A warehouse-item issue and a problem after international delivery may require different steps. Do not send goods to an address copied from someone else's transaction.
Does a warehouse storage period give me the same time to return?
No. Storage and return eligibility are different rules. Check the return window as soon as the order is stocked.
A replacement is a separate choice
A similar-looking item may have different measurements or conditions. You can view the Polo Bear crewneck sweater on OG as a browsing candidate, not a promised replacement for another order. Resolve what happens to the original transaction before assuming that buying something else cancels it. Keep the old and new references separate. An acknowledgment is not return approval; a refund label is not proof of money received by your payment provider. Never send a password or verification code with a refund question.