Return and Exchange Policy

We are committed to providing you with a high-quality shopping experience. If you are not satisfied with your purchase, you can follow the return and exchange policy outlined below. As an intermediary purchasing platform, FreeXBuy will communicate with sellers on your behalf for all return and refund requests. If you have any issues, please contact our customer service team.

1.Conditions for Return and Exchange

We accept return and exchange requests under the following circumstances:

The product is damaged or has quality issues during transportation.

The received product does not match the order.

The product is unused, in its original packaging, and in a condition suitable for resale.

Return

If you change your mind about your order or purchase, you have 14 days from the day of delivery to return your order, using our free returns service. Subject to your cancellation rights under the Rights of Cancellation (Consumer Contracts Regulations 2013), returns must be made within 14 days with proof of purchase.

While we offer free returns for all orders, the original delivery cost won’t be included in your refund, buyer is also responsible for any incurred fees related to the return delivery. Please note: if you return an item, the taxes and import duties will be refunded to you if they were originally included in the purchase price. If they were not included, you will be responsible for reclaiming duty directly from your local Customs office.

Refunds and exchanges on purchases made on an event day or with other promotional discount will be calculated at the reduced price. Where a complimentary gift has been issued with a purchase, the gift must also be returned.

Order Cancellation

Depending on where you live, you have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or equivalent consumer legislation in the EU. You are entitled to cancel your order within 14 days of receipt. Please note: your right to cancel does not apply to products listed in Non-Returnable Products.

To exercise your right to cancel your order pursuant to the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulation 2013, please contact our Customer Service team. Please ensure that you state clearly that you wish to cancel, providing your order number, your contact details and details of the products you wish to cancel.

Once the products are returned to us, you will receive a refund, including the standard delivery costs, in relation to the goods to which your cancellation rights apply. You will be liable to arrange and cover the full cost of returning the order to us.

If an order has already been dispatched for delivery, please wait until you have received your order before exercising your return rights.

All items are inspected upon return. If through your handling the products have decreased in value, we may deduct the amount of such loss from the amount reimbursed to you. We will make the reimbursement no later than 14 days after the day we receive from you any goods supplied. 

Please feel free to let me know if you have any concern/ require further clarifications regarding the legislations in the UK.

Return and Exchange Instructions

We are committed to providing you with a superior shopping experience. If you are not satisfied with your purchase, you can follow the return and exchange policy outlined below. As an intermediary purchasing platform, FreeXBuy will communicate with sellers on your behalf for all return and refund requests. If you have any issues, please contact our customer service team.

Conditions for Return and Exchange

We accept return and exchange requests under the following circumstances:

l The product is damaged or has quality issues during transportation.

l The received product does not match the order.

l The product is unused, in its original packaging, and in a condition suitable for resale.

Return Period:
For returns without reason, before you submit the international package for shipment:

For returns without reason, items included in this service can be returned or exchanged within 5 days from the date of receipt at the warehouse. After 5 days, you need to contact customer service, who will negotiate with the seller on the possibility of a return or exchange.

For returns with reason: Items in this category require contacting customer service, who will negotiate with the seller on your behalf for a return or exchange.
After you have signed for the goods:
If you need to return or exchange goods after signing for them, we will assist you in negotiating with the seller. However, please note that you will be responsible for the international shipping costs back to the Chinese seller and any potential customs duties.

Order Cancellation
Depending on your place of residence, you have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or equivalent consumer legislation in the EU. You are entitled to cancel your order within 14 days of receipt. Please note: your right to cancel does not apply to products listed as non-returnable.

To exercise your right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, please contact our customer service team. Ensure that you clearly state your wish to cancel, providing your order number, contact details, and details of the products you wish to cancel.

Supported/Unsupported Return Categories:
Items eligible for a 5-day no-reason return are categorized as "Unsupported" and "Supported".

Responsibility Determination (Please choose the reason based on the actual situation)

Return and Exchange After Package Receipt
Although FreeXBuy strives to provide an exceptional shopping experience for every customer, if you are not satisfied with the product after receiving the package, we can still attempt to help you negotiate a return with the seller. However, you will need to bear the shipping costs back to China and ensure the product is in good condition and meets the return and exchange standards. Please note: International returns to China may be subject to import duties at customs, which the buyer must bear.

For items purchased during promotional events or with other discounts, refunds and exchanges will be calculated based on the discounted price. If a gift was included with your purchase, the gift must also be returned.

Once we receive the returned product, you will receive a refund, including the standard shipping costs associated with your cancellation rights. You need to arrange and cover the full cost of returning the order.

If the order has already shipped, please wait until you receive the order before exercising your return rights.

All returned items will be inspected. If the value of the products has decreased due to your handling, we may deduct the amount of such loss from the refund. We will process the refund no later than 14 days after we receive the returned goods.

If you have any questions or need further clarification regarding UK regulations, please let us know.

Refund Requirements

Depending on the order status, the refund process is as follows:

Under Review:
You can cancel the order by clicking the "Cancel Order" button on the corresponding order page in the User Center. The amount will be immediately refunded to your FreeXBuy account balance.

Order Accepted:
Please contact our customer service team and inform them that you need to cancel the order. As long as the order has not been paid for when your cancellation request is processed, the purchaser will cancel the order and refund within 1 business day. The amount will be refunded to your FreeXBuy account balance.

Ordered:
Please contact our customer service team and inform them that you need to cancel the order. Our purchaser will request a refund from the seller. If the seller has not yet shipped the item, the refund will be processed and returned to your FreeXBuy account balance within 3-5 days.

Shipped:
Please contact our customer service team and inform them that you need to cancel the order. If the seller has not yet shipped the item, the purchaser will request a refund from the seller. If the seller confirms the refund, the amount will be refunded to your FreeXBuy account balance within 3-5 days. If the seller has already shipped the item, the refund will be processed after the item arrives at the FreeXBuy warehouse and is returned to the seller, which may take 7-15 days.

In Warehouse:
Within 5 days of the item being in the warehouse, please contact our customer service team to request a return. Our purchaser will request a return from the seller. If the seller agrees, we will process the return as soon as possible. The return tracking number will be displayed on the corresponding order. Once the seller receives the item and refunds the amount to us, the amount will be refunded to your FreeXBuy account balance within 7-15 days, depending on the seller's refund confirmation time.

Partial Refund Instructions

If you need a partial refund for some items in your order, follow these steps:

Follow the corresponding steps in the refund requirements above.
Partial refunds will be processed based on the refund progress of different items and refunded to your FreeXBuy account balance.

Partial Return and Exchange Instructions

If you need to return or exchange some items in your order, follow these steps:

Follow the corresponding steps in the return and exchange conditions above.
Partial returns and exchanges will be processed based on the progress of different items.

Return and Exchange Fees

Due to the special nature of the FreeXBuy platform, the samples you purchase may incur return shipping fees and international payment fees. Therefore, your order may be subject to sample shipping fees upon return and exchange. This fee is typically between ¥10-¥15 CNY, excluding large and oversized items.

Return Address

If your item is eligible for return and exchange, FreeXBuy will assist you in returning your item to the seller's address.

Refund and Withdrawal Time

Under normal circumstances, FreeXBuy will review your refund request within 24 hours of submission. If the review is successful, we will refund your funds to your FreeXBuy balance. You can submit a withdrawal request at any time. Once your withdrawal request is processed, we will refund your funds to your original payment bank account within 1-3 business days. In special cases, our staff may contact you to request your bank account information for a transfer refund. (Please do not trust any emails or text messages. Our staff will only contact you through internal messaging. Do not disclose any verification codes or sensitive information to anyone.)