Politique de retour et de remboursement

Quick Answer: How do I request a return or exchange?

For an eligible mainland-China purchase, submit the return or exchange request from the order page within the operational deadline shown for the item: 5 days (120 hours) after it reaches the In Stock status. The warehouse and seller review eligibility, item condition and responsibility before confirming the next step.

Return or exchange in 4 steps

1. Check the order status and deadline. Record the order number and submit before the 5-day/120-hour timer expires.
2. Submit the reason and evidence. Include photos, missing parts, wrong-item details or the seller issue that needs review.
3. Wait for warehouse and seller review. Do not return the item until the system or support team confirms the route and address.
4. Follow the confirmed return or exchange instructions. Review shipping fees, service fees and the expected refund amount before sending the parcel.

Deadline clarification and cost responsibility

The return/exchange deadline is a single rule: 5 days (120 hours) from the time the item reaches the In Stock status at our warehouse. Use the deadline shown in your order page as the working cutoff; if you have any questions, contact support before the deadline.

• Customer-caused return: The customer generally pays the original or return shipping and the stated service fee.
• Seller-caused issue: A wrong item or verified quality issue is reviewed for seller responsibility and cost handling.
• Special or overseas purchase: Customized, second-hand, hygiene-sensitive, food and overseas items may be excluded; check the detailed eligibility list before ordering.

I. What is the 5-Day Return/Exchange Guarantee?

To ensure your shopping experience, CNCartGo offers a 5-day return/exchange service for eligible orders.

• Return/Exchange Period: Within 5 days (120 hours) after the item reaches the In Stock status at our warehouse.
• How to Apply: Return or exchange requests must be submitted through our system and will be processed after review by our warehouse and the seller.

II. Does the Item Qualify for Return/Exchange?

✅ Eligible Items:

• Seller supports return/exchange service;
• Item remains in perfect condition and resalable state;
• Item has been in stock for no more than 5 days;
• Customer covers return shipping costs (even if original order included free shipping).

❌ Non-Eligible Items:

III. How to Apply for Returns/Exchanges?

1. Submit a return/exchange request via the order page within 5 days (120 hours) of the item's "In Stock" status.
2. Requests submitted after this period will not be accepted.
3. After submission, please wait for warehouse review and confirmation. The system will update the processing status accordingly.

IV. Return/Exchange Fee Policy

📌 Note: Even if the original order included "free shipping," the customer must reimburse the initial shipping cost when returning the item.

V. Liability and Cost Responsibility

VI. Special Notes and Frequently Asked Questions (FAQ)

1. Calculation Method for Refund/Exchange Amounts

Refund/exchange amounts are based on the actual price you paid for the item, excluding coupons, points, shipping fees, and other charges.

2. What if the seller refuses a refund/exchange?

We can only assist with refunds/exchanges if the seller confirms their agreement. In case of disputes, submit an after-sales support ticket, and customer service will intervene to assist.

3. Who Bears the Shipping Cost?

• No quality issues: Customer bears cost
• Quality issues: Seller bears cost
• Special circumstances: Platform or third-party logistics will mediate

4. Can "Unshipped" Orders Be Cancelled?

If the purchase has not yet been dispatched, free cancellation and refund are available upon seller confirmation.

5. Packaging Standards for Special Item Returns

• Sports Shoes: Anti-theft tags and damage-prevention stickers must remain intact.
• Personal Care, Cosmetics, Perfume: The one-time seal on the packaging must remain unopened.
• Digital Products: No scratches, no water damage, and packaging must be intact.
• Books and Magazines: No folds, water stains, or writing/reading marks on the edges.
• Food and Health Products: Packaging must be intact and unopened.
• Pet Food and Medicine: Original sealed packaging with intact labels.

Return requests that do not meet the above criteria will be declined.

VII. After-Sales & Customer Support

Should you have any questions regarding returns, refunds, or exchanges, please contact us via the following methods:

📩 Email: [email protected]
📞 Customer Support: 24/7 Online

📦 CNCartGo Commitment:
We consistently operate with transparency, fairness, and efficiency to provide a trustworthy cross-border shopping experience for global users.

Your satisfaction drives our continuous improvement.

Return and exchange FAQ

Can I request a return after international shipping?

This policy is designed for eligible purchases while the item is in the China warehouse. Overseas purchases and items already outside the applicable process may not qualify; contact support before dispatch if you need clarification.

What evidence should I upload?

Provide the order number, clear photos or video, the received variant, missing accessories and a short description of the issue. Evidence helps the warehouse and seller determine responsibility.

What if the seller refuses the request?

Submit an after-sales support ticket or use Contact Us. CNCartGo can assist with communication, but the seller agreement and the item condition determine whether a return or exchange can proceed.

Last reviewed: September 5, 2026. Marketplace rules, fees and shipping coverage change over time; check the live pages for current terms.