I. What is the 5-Day Return/Exchange Guarantee?
To ensure your shopping experience, KongfuMall offers a 5-day return/exchange service for eligible orders.
- Return/Exchange Period: Within 7 days of receiving the item (i.e., within 5 days after the item is returned to our warehouse).
- How to Apply: Return or exchange requests must be submitted through our system and will be processed after review by our warehouse and the seller.
II. Does the Item Qualify for Return/Exchange?
✅ Eligible Items:
- Seller supports return/exchange service;
- Item remains in perfect condition and resalable state;
- Item has been in stock for no more than 5 days;
- Customer covers return shipping costs (even if original order included free shipping).
❌ Non-Eligible Items:
| Type | Description |
|---|---|
| Customized Products | Must be negotiated with the seller individually for return or exchange. |
| Products with Removed Tags or Missing Accessories | Not eligible for return or exchange if tags are removed or original packaging/accessories are missing. |
| Second-Hand Products | Returns or exchanges are not supported. |
| Overseas Products | Items purchased outside Mainland China are not eligible for return or exchange. |
| Underwear | Includes underwear, socks, and bottoming garments. |
| Adult Products | Not eligible for return due to hygiene and safety considerations. |
| Food and Bulk Books | Includes snacks, candies, or book sets exceeding 15 volumes. |
| Unsealed Products | Returns are accepted only if they meet special return standards and remain in proper packaging. |
III. How to Apply for Returns/Exchanges?
- Submit a return/exchange request via the order page within 5 days (120 hours) of the item's "In Stock" status.
- Requests submitted after this period will not be accepted.
- After submission, please wait for warehouse review and confirmation. The system will update the processing status accordingly.
IV. Return/Exchange Fee Policy
| Service Type | Fee Composition |
|---|---|
| Unconditional Return | Seller's initial shipping cost + warehouse return shipping cost + ¥5 service fee |
| Unconditional Exchange | Seller's initial shipping cost + warehouse return shipping cost + seller's reshipping cost + ¥5 service fee |
📌 Note: Even if the original order included "free shipping," the customer must reimburse the initial shipping cost when returning the item.
V. Liability and Cost Responsibility
| Responsible Party | Example | Cost Responsibility |
|---|---|---|
| Customer | Purchased the wrong item / no longer wants it / budget reason | Customer bears the round-trip shipping cost and service fee |
| Seller | Wrong item shipped / product quality issue | Seller bears all related costs |
| Others | Domestic transportation damage / warehouse issue, etc. | Handled through negotiation based on actual circumstances |
VI. Special Notes and Frequently Asked Questions (FAQ)
1. Calculation Method for Refund/Exchange Amounts
Refund/exchange amounts are based on the actual price you paid for the item, excluding coupons, points, shipping fees, and other charges.
2. What if the seller refuses a refund/exchange?
We can only assist with refunds/exchanges if the seller confirms their agreement. In case of disputes, submit an after-sales support ticket, and customer service will intervene to assist.
3. Who Bears the Shipping Cost?
- No quality issues: Customer bears cost
- Quality issues: Seller bears cost
- Special circumstances: Platform or third-party logistics will mediate
4. Can "Unshipped" Orders Be Cancelled?
If the purchase has not yet been dispatched, free cancellation and refund are available upon seller confirmation.
5. Packaging Standards for Special Item Returns
- Sports Shoes: Anti-theft tags and damage-prevention stickers must remain intact.
- Personal Care, Cosmetics, Perfume: The one-time seal on the packaging must remain unopened.
- Digital Products: No scratches, no water damage, and packaging must be intact.
- Books and Magazines: No folds, water stains, or writing/reading marks on the edges.
- Food and Health Products: Packaging must be intact and unopened.
- Pet Food and Medicine: Original sealed packaging with intact labels.
Return requests that do not meet the above criteria will be declined.
VII. After-Sales & Customer Support
Should you have any questions regarding returns, refunds, or exchanges, please contact us via the following methods:
📩 Email: [email protected]
📞 Customer Support: 24/7 Online
📦 KongfuMall Commitment:
We consistently operate with transparency, fairness, and efficiency to provide a trustworthy cross-border shopping experience for global users.
Your satisfaction drives our continuous improvement.
