Refund & Return Policy

This policy applies to shopping-agent, storage, consolidation and international forwarding orders submitted through Gotopbuy, including failed payments, duplicate charges, cancellations, refunds and payment disputes arising from those orders. The service is operated by Three eye well Limited.

Legal company name: Three eye well Limited; business registration number: 81522655-000-11-26-4; registered address: RM08, 2/F, No.143 Wai Yip Street, Kwun Tong, Hong Kong; operating address: Room 103, No.21 Lane 1, Sanyanjing, Yuexiu District, Guangzhou City, China.

This policy does not exclude mandatory consumer rights under applicable law. If any part of this policy conflicts with mandatory law, the mandatory law prevails.

1. The order has not entered procurement and no actual purchasing cost has been incurred: the unused portion may be cancelled and refunded after verification.

2. The item is out of stock, delisted, repriced or its specifications cannot be confirmed: after our purchaser contacts you, you may choose a replacement, adjust the request or cancel. Confirmed cancellations of unused amounts are refunded to the original payment method.

3. The seller does not dispatch, the marketplace closes the order, or payment was made but procurement did not succeed: the order may be cancelled and the unused amount refunded after verification.

4. Domestic returns and exchanges: where the seller and marketplace rules permit, we can help request a return or exchange. Once the seller refunds the purchase, we settle after deducting actual domestic shipping, return shipping, completed add-on services and other non-refundable costs.

5. Payment succeeded but no valid order was created, or the same transaction is confirmed as a duplicate charge: after finance verification, we will complete the order or refund the duplicate or unused amount.

6. Lost, damaged or incorrectly shipped parcels: the claim is handled under carrier protection, insurance or after-sales rules. Where refund eligibility also applies, it may be processed as a refund.

1. The item has already been purchased according to the link, specification, colour, size and quantity you confirmed, and the seller does not accept a change-of-mind return.

2. Delivery fails, a parcel is returned, customs clearance is blocked or extra costs arise because you supplied an incorrect address, phone number, declaration, specification or note.

3. International shipping, domestic shipping, return shipping, consolidation materials, completed add-on services and other costs that have actually been incurred.

4. Return, disposal, storage or re-delivery costs caused by the recipient failing to pay duties, cooperate with customs, refusing delivery, or ordering restricted/prohibited goods for the destination.

5. Purchasing or services already completed as agreed. Provider fees that have actually been charged and are non-refundable may be deducted only where applicable rules allow this and the fee was clearly disclosed in advance.

6. Wrong or duplicate purchases caused by the user where there is no quality issue and the seller does not permit a return.

All deductions are limited to actual, verifiable costs. The platform will not impose an extra penalty or hidden fee for processing a refund.

Open the relevant order in your account and submit a request through the after-sales entry or a Help Center ticket. Include the order number, reason, payment method, payment order number, provider transaction ID where available, and supporting screenshots or evidence.

For damaged, incorrect or missing items, keep the outer packaging, shipping label, product photos or an unboxing video. Shipping-related issues should be submitted within 48 hours of delivery where possible; other refund requests should be submitted promptly so they can be handled within purchasing or seller-return deadlines.

Support normally completes an initial review within 1–3 business days. Complex cases requiring carrier, seller or provider investigation may take longer; we will update progress by in-site message or email.

Whether the request is approved, the refund amount, deductions and refund reference will be shown in the order or after-sales record. Before approval, the platform will never ask for your bank password, payment password, SMS verification code or full card number.

If a payment fails, first return to your order centre and confirm the order and payment status. Do not create another payment link or scan again repeatedly. Common causes include insufficient funds, issuer risk controls, payment-account restrictions, connection interruption or a temporary provider outage.

If the page shows a failure but your bank or payment provider has debited you, keep the transaction ID, amount, time and debit screenshot and submit a ticket titled “Failed payment but debited”. We will start reconciliation within one business day: if funds did not reach Gotopbuy, we will help return them or ask the provider to release them; if funds were received, we will complete the order or create a refund.

A card authorisation hold or temporary freeze is not the same as a completed charge. If the transaction ultimately fails, the issuer or provider commonly releases the hold within 1–7 business days; the actual timing depends on the issuer and provider.

Do not pay again until the payment status has been verified. Any duplicate charge caused by paying again despite the on-screen warning will be reviewed and the excess amount refunded under the next section.

If two or more charges succeed for the same order, do not make further payments. Submit a ticket marked “Duplicate charge” with each payment order number or provider transaction ID, debit time, amount and screenshot.

Finance will reconcile the order, payment callbacks and provider records within one business day. Once only one payment is confirmed as used for the order, the full principal of the duplicate payment will be returned to the original payment method. No additional service fee will be charged for this.

If any duplicate transaction is still authorised, held or processing, we will ask the provider to close or release it. Where transactions use different currencies or involve repeated currency conversion, the refundable amount follows the funds actually received and the provider’s rules; the platform does not profit from exchange-rate differences.

If you have opened a chargeback or dispute with your card issuer for a duplicate charge, provide the case number and contact support first. We will submit order, refund and transaction evidence to the payment provider to assist.

A refund has three stages: platform review, submission to the payment provider, and provider processing. The platform normally submits an approved refund within 1–3 business days. Weekends, public holidays or abnormal transactions may cause delays.

Typical arrival times: PayPal 1–5 business days; WeChat Pay and Alipay 1–7 business days; cross-border or international cards 3–10 business days. Some issuers or intermediary banks may take longer.

The times above are common references, not a final commitment by the provider or card issuer. Actual timing depends on the payment channel, card type, currency, clearing cycle and risk review. If the expected time has passed, submit a ticket with the refund reference and provider refund transaction ID.

Refunds are normally returned through the original payment channel and in the original transaction currency. If currency conversion or an intermediary bank is involved, the amount received may differ because of exchange rates, bank charges or provider rules; such differences are not controlled by the platform.

Once a refund has been submitted, its status in your account will be updated to “Processing” or “Refunded”. The provider’s actual posting record is the final confirmation of receipt.

Refund amounts are normally based on the original payment. For partial refunds, discount adjustments, changes in actual purchase price or incurred costs, the final amount will be itemised in the refund record; you may review it before confirmation or ask support.

For a payment dispute, contact support first and allow a reasonable investigation period. If you have opened a chargeback or dispute with a bank, card issuer or payment provider, retain the case number and tell us. We will provide order, payment, shipping and communication records in accordance with law and provider rules.

The platform may refuse processing, suspend the account and pursue lawful remedies for fraudulent chargebacks, false disputes, forged payment evidence or attempts to obtain undue benefit through refunds. This does not affect the lawful refund and dispute rights of good-faith users.

To check refund progress, report a failed payment or duplicate charge, submit a ticket in your account or email [email protected]. Do not send a full card number, payment password or SMS verification code by email.

We may update this policy as our business, payment channels or applicable law change. Updated versions will be posted here with a revised “Last updated” date; material changes affecting your rights will be communicated by in-site message or email.

This policy forms part of our Terms & Conditions and applies together with the Terms & Conditions and Privacy Policy. Detailed dispute handling remains subject to applicable law and the relevant payment provider’s agreement.

Item price: refundable if no purchase has been made, procurement failed, or the seller issues a full refund; normally non-refundable after purchase when the seller does not accept a return.

China domestic shipping: refundable where the seller has not dispatched and the order can be cancelled; otherwise the actual cost incurred is deducted.

Shopping-agent service fee: refundable before purchasing begins or where procurement fails; work already completed for link verification, ordering, payment follow-up and seller communication is normally non-refundable.

Inspection/photo fee: basic inspection and arrival photos are currently free, so no separate inspection fee is available to refund. Paid add-ons are settled according to the work actually completed.

International shipping: before handover to the carrier, the unused amount may be refunded after deducting actual consolidation, packing, return and related costs. After dispatch it is generally non-refundable; damage, loss or customs return is handled under carrier, insurance and responsibility rules.

Import duties, customs charges, remote-area surcharges and return, destruction or storage charges are borne by the responsible party or recipient. Amounts actually collected by customs or the carrier are normally non-refundable.

The amount shown in the order and after-sales record controls. Deductions are limited to actual, verifiable costs, with no hidden penalty.

Where 1688 or another supplier expressly states that returns are not accepted, or the marketplace after-sales period has expired, we will explain the supplier rule and help review whether a quality defect, wrong item, shortage, damage or material description mismatch can be asserted.

For a valid quality issue, provide product, packaging, label, chat and unboxing evidence promptly. We will communicate with the supplier and marketplace, file a complaint or request platform intervention on your behalf, but the outcome remains subject to the supplier, marketplace rules, evidence and applicable law.

If the supplier ultimately refuses a refund and Gotopbuy has not breached its own service, the item price and completed service fees cannot be advanced by the platform. We do not assume the supplier's change-of-mind return obligation, but will retain records and reasonably assist with follow-up remedies.

For loss, damage, shortage or wrong delivery after dispatch, submit an after-sales request through your account within 48 hours of delivery and retain the outer packaging, label, weight record, unboxing video and product photos. Uninsured parcels follow the selected carrier's compensation rules; insured parcels follow the insurance terms.

Customs detention, return, destruction, storage, re-delivery and penalties caused by an incorrect address, phone number, name or declaration, refusal to pay duties, failure to cooperate with clearance, destination-prohibited/restricted goods, or a request to under-declare are borne by the responsible party. Gotopbuy may assist with documents and appeals but cannot guarantee customs release.

Weather, strikes, public holidays, flight cancellations, port congestion, customs inspection, public-health events and other causes beyond reasonable control may cause delay. Reference transit times are not an absolute carrier guarantee; we will notify known exceptions and assist with tracing.