Refund and Returns Policy

This policy explains when you can return goods, how refunds work and what happens if an order is cancelled. It applies to all orders placed on cncartbuy.com/ with Cncartbuy ("Cncartbuy", "we", "us" or "our"). Please read it together with our Terms of Service and our Shipping and Compensation Policy, which covers parcels that are lost or damaged in international transit.

Our services work in different ways, so the rules depend on what you bought:

Nothing in this policy limits any rights you have under the consumer protection laws that apply to you.

1. Before you start

• All return and refund requests start from your order details page using Request after-sales. Requests sent by other means may take longer to handle.
• Please include the reason for your request and clear photos or videos showing the item, its packaging and the shipping label. This helps us resolve your request quickly.
• Please report a problem as soon as possible after delivery. Requests are subject to the time limits shown in the after-sales form for each request type, and to any longer period required by law.
• Please do not send anything back until we have approved your request and given you the return address. Items sent without approval, or to the wrong address, may not be accepted or refunded.

2. Shop orders from overseas warehouses

2.1 Quality problems

If an item arrives defective, damaged, incorrect or incomplete, or does not match its description, you can return it free of charge. Once your request is approved, we will give you the address of the designated return warehouse and explain how to send the item back at no shipping cost to you. Depending on the problem and your preference, we may offer a full or partial refund, a replacement or a return and refund.

2.2 Returns that are not for a quality problem

You can also return an item for a reason that is not a quality problem, for example if you changed your mind or ordered the wrong size. In this case:

• you pay the cost of shipping the item back to the designated return warehouse;
• the item must be unused, in its original condition and packaging, with all tags, accessories and parts included; and
• we may reduce the refund to reflect any loss in value caused by handling the item beyond what was needed to check its nature, characteristics and functioning.

2.3 14-day right of withdrawal for UK and EU consumers

If you are a consumer in the United Kingdom or the European Union, you have the right to withdraw from your purchase of overseas-warehouse products within 14 days of the day you, or someone you nominate, receive the goods, without giving a reason. To withdraw, submit a request through Request after-sales or use the withdrawal form provided at checkout and in your order details. You must then send the goods back to the designated return warehouse without undue delay. Because this is not a quality-related return, you pay the return shipping cost. We will refund the price of the goods and the standard outbound delivery cost in line with applicable consumer law.

2.4 Return processing

Once the returned item has been received at the designated return warehouse, we inspect it and process the return within 7 business days. If the return is approved, we issue the refund as described in section 5. If the item arrives used, damaged by the customer, incomplete or different from the item we sent, we will contact you, and we may reduce the refund or decline it and explain why.

3. Buy for You (buying-agent) orders

When we buy goods for you, they are delivered to our Guangzhou warehouse first. Our warehouse team receives each item, carries out a basic inspection of quantity, style, colour, size and visible damage, and takes photos, which you can see in My Warehouse.

3.1 You decide before anything is shipped

After inspection, we ask you to confirm each item:

• Keep: the item stays in your warehouse and can be packed and shipped when you submit a parcel.
• Reject: the item is not shipped to you, and we refund the price you paid for that item.

Because you see the goods before they leave China, buying-agent orders cannot be returned once they have been shipped from our warehouse. If a parcel is lost or damaged during international transit, please see our Shipping and Compensation Policy.

3.2 What is refunded when you reject an item

• We refund the item price for each rejected item.
• The buying-agent service fee is not refunded, because our purchasing, inspection, photography and customer service work has already been carried out.
• If you reject only some items in an order, we refund the price of the rejected items only. The service fee already paid is not refunded or recalculated.
• Any refund of domestic shipping costs within China depends on the circumstances of the order, and our team will confirm it when processing your refund.

After you reject an item, your order shows “Rejected — refund in progress” until the refund has been completed, and then “Refunded”.

3.3 Price changes before we buy

Buying-agent prices are taken from the source platform when you place your order. If the seller changes the price before we buy, we contact you to confirm first.

3.4 If our inspection finds a problem

If our inspection finds a problem with an item, such as damage or a wrong colour or size, we will notify you with photos. You can then decide whether to keep or reject the item as described in section 3.1.

4. Forwarding

Our forwarding service ships goods that you bought yourself from your chosen sellers. We do not sell these goods, so forwarded parcels cannot be returned to us and we cannot accept returns on behalf of the original sellers. Any return or refund for the goods themselves must be arranged with the seller you bought from, preferably before the goods leave China.

We charge only for shipping and any optional services you choose. If you cancel a parcel before payment, the goods return to your warehouse inventory. If a parcel is lost or damaged in international transit, please see our Shipping and Compensation Policy.

5. How refunds are paid

• Method: approved refunds are paid to your original payment method or to your Cncartbuy wallet balance.
• Review: every refund is reviewed and confirmed by our Finance team before it is completed.
• Status: your order or after-sales request shows “Refund in progress” while a refund is being processed and “Refunded” once our Finance team has completed it.
• Timing: once a refund has been completed on our side, the time it takes to appear in your account depends on your bank, card issuer or payment provider.
• Currency: some fees and compensation amounts are set in Chinese yuan (CNY) and shown on the Website converted into your display currency at the current exchange rate. Exchange-rate movements and any fees charged by your own bank or payment provider are outside our control.

6. Cancellations

6.1 Cancelling an order yourself

You can cancel an order, or change its delivery address, from your order details page before it has been shipped, at the stages where the cancel option is shown. Unpaid orders are cancelled automatically if payment is not received within the payment time limit. Once a buying-agent order has been purchased from the source platform, please use the keep or reject process in section 3.

6.2 Cancellation by our supplier

Occasionally an overseas-warehouse supplier may cancel all or part of an order, for example because an item has gone out of stock. If this happens, whether the whole order or only some items are cancelled, we will notify you and refund the price of the cancelled goods and the shipping charged for them, after review by our Finance team. The rest of your order continues as normal.

6.3 Orders we cannot fulfil

If we cannot fulfil an order, for example because the shipping route is unavailable, the delivery address cannot be served or the item is prohibited, we will contact you. If we cannot find a solution, we will cancel the affected items and refund them as described in section 5.

7. Refusing or not collecting a delivery

Please check that your delivery address is complete and correct before you pay. If a parcel is returned to sender because the address was incorrect or incomplete, or because the parcel was refused or not collected for reasons other than a quality problem, please contact us so we can agree the next steps. Shipping already used and any charges raised by the carrier for the return may not be refundable.

8. Abuse of returns

We may decline requests that appear fraudulent or abusive, such as repeated returns of used items or claims that cannot be supported, and we may restrict accounts involved.

9. Contact us

If you have questions about a return or refund, please submit a request through Request after-sales on your order or contact us through the Contact page on our website.