Return and exchange instructions

We are committed to providing you with a high-quality shopping experience. If you are not satisfied with the purchased goods, you can operate according to the following return and exchange policy. As an intermediary purchasing platform, DemoBuy will fully communicate with the sellers on your behalf regarding all your return, exchange and refund requests. Therefore, if you have any questions, please contact our customer service staff.

1. Return and exchange conditions description

1.1 We accept return and exchange applications in the following situations:

The goods were damaged or had quality problems during transportation.

The received goods do not match the order.

The goods have not been used and are in their original packaging intact, meeting the conditions for resale.

1.2 Returns

If you change your mind about the order or the purchased goods, you can use our free return service to return the order within 14 days of receiving the goods. According to the cancellation rights stipulated in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, returns must be completed within 14 days and proof of purchase must be provided.

Although we offer a free return service for all orders, the original shipping cost will not be included in the refund. The buyer still needs to bear any expenses incurred during the return transportation process. Please note: If you return the goods, these fees will be refunded to you if the taxes and import duties are already included in the purchase price. If not included, you will be responsible for applying for a tax refund directly to the local customs.

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

1.3 Order Cancellation

According to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulation 2013 or the equivalent consumer legislation of the European Union, you have the right to cancel your order within 14 days of receiving the goods. Please note: Your right to cancel does not apply to products on the non-returnable list.

To exercise your right to cancel the order, please contact the customer service team. Please make sure to clearly indicate that you wish to cancel the order and provide the order number, contact information, and details of the product you wish to cancel.

Once the goods are returned to us, you will receive a refund, including the standard shipping fee for the goods subject to the right of cancellation. You need to arrange and bear all the costs of returning the order to us.

If the order has been dispatched, please exercise your right to return it after receiving it.

All returned goods will be inspected. If the value of the product decreases due to your handling, we may deduct the corresponding loss amount from the refund amount. We will complete the refund within 14 days after receiving your returned goods.

If you have any questions about the relevant laws in the UK or need further clarification, please feel free to let us know at any time.

2. Refund requirements

The refund processing methods vary depending on the order status as follows:

Under review

You can click the "Cancel Order" button on the corresponding order on the purchasing agent order page in the user center. The payment will be immediately refunded to the available balance in your DemoBuy account.

Received orders

Please contact our customer service staff to inform them that you need to cancel your order. As long as your order has not been paid when your cancellation request is accepted, the purchaser will cancel your order and refund the money within one working day. The amount will be returned to the available balance in your DemoBuy account.

Ordered

Please contact our customer service staff to inform them that you need to cancel your order. Our purchasing staff will apply to the seller. If the seller has not dispatched the goods yet, after the seller confirms the refund, the corresponding amount will be refunded to the available balance in your DemoBuy account. It usually takes 3 to 5 days to complete the refund.

Dispatched

Please contact our customer service staff to inform them that you need to cancel your order. If the seller has not actually dispatched the goods, the purchaser will apply for a refund from the seller. Once the seller confirms the refund, the corresponding amount will be returned to the available balance in your DemoBuy account, which usually takes 3 to 5 days. If the seller has actually dispatched the goods, they need to be returned to the seller for a refund after they arrive at the DemoBuy warehouse. In such cases, it usually takes 7 to 15 days.

Stored in the warehouse

Please contact our customer service staff to apply for a return within 5 days after the goods are warehoused. Our purchasing staff will apply to the seller. It depends on whether the seller agrees or not. Once agreed, we will return it for you as soon as possible. The tracking number of the returned express will be displayed in the corresponding order section. After the seller receives the goods and returns the payment to us, the corresponding amount will be refunded to the available balance in your DemoBuy account. It usually takes 7 to 15 days, depending on the time when the seller confirms the refund.

3. Explanation of partial refund

If some of the items in your order require a refund, the processing method is as follows:

Please follow the corresponding steps in the above refund requirements.

The partially refunded amount will be returned to the available balance in your DemoBuy account based on the refund progress of different items.

4. Partial return and exchange instructions

If some of the items in your order need to be returned or exchanged, the handling method is as follows:

Please follow the corresponding steps in the above return and exchange conditions.

Some returned or exchanged items will be processed separately according to the processing progress of different items.

5. Return and exchange fees

Due to the particularity of the DemoBuy platform, the samples you purchase may incur shipping costs for returns and exchanges as well as handling fees for international payments. So after your order is accepted for return or exchange, the cost of sample transportation may be deducted. This price is usually between ￥10 and ￥15 CNY, except for large and extra-large items.

6. Return address

If your product is subject to the return and exchange policy, DemoBuy will assist you in returning your product to the address of the purchasing merchant.

7. Refund and withdrawal time

Under normal circumstances, DemoBuy will review your refund request within 24 hours after the submission time upon receiving it. If the review is correct, we will refund your funds to your balance on DemoBuy. You can submit a withdrawal request at any time. After your withdrawal request is accepted, we will return your funds to the bank account where you made the payment along the original route within 1 to 3 working days. Of course, in special circumstances, it is not ruled out that our staff will proactively contact you to inquire about your bank account and process the transfer and refund. Please do not trust any emails or text messages. Our staff will only contact you through in-site messages. Also, do not disclose any key information such as verification codes to anyone.