Return and Exchange Service
Refund Application Deadline:
1. If the order package has not been sent to international logistics:
The buyer can apply for a refund within 5 days after the goods arrive at the Chinese warehouse.If the goods remain at the Chinese warehouse for more than 5 days, the buyer can no longer apply for a refund.
2. If the order package has been sent to international logistics:
No refund can be applied.
How to Request Return/Exchange Service
Within 5 days (starts at the next hour after the status changes to “Stocked in”, 5 days =120 hours) after the order status is changed to “Stocked in”, If the order product is in the "Purchasing," "Seller Sending to OkVinBuy Warehouse," or "In Warehouse" status for 5 days and has not been sent to international logistics, the buyer can apply for a refund through their personal account page. Refund requests will not be accepted after the deadline.
Refund Fee Standard：
An operation service fee of $2.10 (tax included) will be charged for each item.
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/exchange.
Refund Processing:
After deducting the operation service fee, customer service will arrange the refund, which will be processed according to the buyer's original payment method. The refund will typically take 3-7 business days.
How to determine if the product is eligible for Return/Exchange Guarantee?
Products are either “Eligible” or “Ineligible” for the 5-Day Free Return/Exchange Service.
Refund After the Buyer Receives the Goods
Refund Application Deadline:
The refund must be requested within 3 days after the buyer signs for the package in Vietnam（No refund will be accepted after 3 days）
How to Apply for a Refund:
The buyer must provide a complete after-sales certificate of the product and contact customer service. Customer service will review and process the request according to the actual situation. (The after-sales certificate includes, but is not limited to, package photos and unboxing videos when signing for the package.)
Refund Fee Standard:
If the product is refunded due to quality issues, the buyer will not bear any fees.
If the refund is for personal reasons (e.g., buyer no longer likes the product, wrong size chosen), the buyer must bear the international shipping cost and the $2.10 (tax included) operation service fee for each product.
Refund Processing:
According to the refund fee standard, customer service will arrange the refund after deducting the corresponding fees. The refund will be processed according to the buyer's original payment method. The refund will typically take 3-7 business days.
Exchange After the Buyer Receives the Goods
Exchange Application Deadline:
The exchange request must be made within 3 days after the buyer signs for the package in Vietnam. （No exchange will be accepted after 3 days.）
Note: The exchanged product must not affect its secondary sale; otherwise, it cannot be exchanged.
How to Apply an exchange goods:
The buyer must provide a complete after-sales certificate for the product and contact customer service for the exchange. Customer service will review and process the request according to the actual situation. (The after-sales certificate includes, but is not limited to, package photos and unboxing videos when signing for the package.)
Exchange Fee Standard:
If the product is exchanged due to quality issues, the buyer will not bear any fees.
If the exchange is for personal reasons (e.g., buyer no longer likes the product, wrong size chosen), the buyer must bear the international shipping cost and the $2.10 (tax included) operation service fee for each product.
Exchange Processing:
According to the exchange fee standard, the corresponding fees will be deducted. The buyer will need to return the product for the exchange, and the warehouse will process the replacement after receiving and verifying the returned goods. The entire process will typically take 7-15 business days.
How to determine who is responsible for the return/exchange of the product (me, the seller or other parties)
(Please select a reason based on the actual situation)
Notes and FAQ
Notes:
The refund/exchange total is based on the product price that you actually paid
We can only return/exchange the product for you when the seller agrees
Please make sure that there is enough balance in your account after requesting the return/exchange 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/exchange the product when the requirement is not met.
Special Standards
