Returns and Refunds
Independent summary. This page restates public Hipobuy information in plain English and is not the official text. Rules, fees and coverage change — always confirm the current terms on the official Hipobuy site before you act. Hipobuyspreadsheet.com is not affiliated with Hipobuy.
What is the 5-Day Return Guarantee?
The 5-Day Return Guarantee is an after-sales service offered by sellers on the third-party platforms Hipobuy buys from. In short: within 5 days of an item being stocked in the Hipobuy warehouse (counted as 120 hours from the hour the status turns to “Warehoused”), you can request a return under this rule and the seller’s own return terms.
Which items are eligible?
An item qualifies for the 5-Day Free Return service only when all of the following are true:
- the seller offers a return guarantee;
- the item is still in a resalable condition as required by the seller;
- it has been in the warehouse for no more than 5 days.
For items that shipped to the warehouse with free shipping, you cover the return shipping. For items without free shipping, you cover both legs — the seller-to-warehouse shipping and the warehouse-to-seller return.
Items that are usually NOT returnable
| Category | Examples |
|---|---|
| Custom-made products | Tailored designs. We can ask the seller, but the final decision is theirs. |
| Packaging/tags/accessories removed at your request | e.g. clothing with the tags already removed |
| Newspapers & periodicals | Subscription books and periodicals |
| Second-hand products | Any second-hand item |
| Products from outside mainland China | Bought overseas, or in Hong Kong / Macao |
| Undergarments | Underwear, socks, leggings |
| Adult products | Adult products |
| Food | Biscuits, candies, etc. |
| Books in bulk (≥15) | Sets of 15 or more books |
| Opened items needing “special standards” | Sealed products — see the packaging standards table below |
| Others set by the seller | Subject to the seller’s own rules |
How to request a return
Within 5 days (120 hours) of the order status becoming “Warehoused”, request the return service on your order page. Requests made after the window closes may not be accepted.
Return fees
A standard (unconditional) return is charged as:
Shipping cost to the seller + shipping cost from the seller + ¥5 service fee.
Note: even if the seller offered free shipping at purchase, you repay that first-leg shipping fee when you return the item. Make sure your account balance is high enough to cover return shipping and the service fee before you apply.
Who pays for the return?
| Responsible party | Typical situation | Who pays |
|---|---|---|
| You (customer) | You changed your mind, ordered the wrong/extra item, the shipping is over budget, or the seller confirms there is no quality issue. | Unconditional return: shipping both ways + ¥5 service fee (you repay the first-leg shipping even if it was free). |
| Seller | The seller shipped the wrong product, or there is a genuine quality issue (e.g. holes, stains). | You normally do not pay return costs caused by non-customer reasons — unless the seller insists on it. |
| Other | The item was damaged during domestic transport before reaching the warehouse. | Handled case by case after verification. |
Special packaging standards for return
Some categories can only be returned if their protective or sealed packaging is untouched:
| Product category | Standard to keep it returnable |
|---|---|
| New sneakers | Anti-theft clasp (if any) and the anti-damage sticker not cut/removed, and fully functional. |
| Detergent / tampons / paper / fragrance | Any one-time sealing packaging must remain sealed. |
| Hair care / wigs | Any one-time sealing packaging must remain sealed. |
| Skin care / body care / essential oils | Any one-time sealing packaging must remain sealed. |
| Cosmetics / perfume / beauty tools | Any one-time sealing packaging must remain sealed. |
| Digital products / home appliances (excl. cameras & large appliances) | Internet-access permit not damaged; no water damage. |
| Digital / SLR cameras | The shutter has not been pressed more than 20 times. |
| Large home appliances | TVs & air-conditioners: not installed to the wall (simple debugging is OK). Washing machines: not used with water. |
| Models / anime / cosplay / board games | Tapes and plastic seals (if any) not removed. |
| Electronic components | No soldering; ICs never installed on an IC base; consumables’ sealing intact. |
| Game software | Any one-time sealing packaging must remain sealed. |
| Pet food / health products / drugs | Any one-time sealing packaging must remain sealed. |
| Books / magazines | Sealing intact; no folding, water stains, ink, or reading marks. |
| Animal health / veterinary drugs | Any one-time sealing packaging must remain sealed. |
“Sealed” means the manufacturer’s seals or plastic wrap on the product packaging.
FAQ
What if my order is ineligible for the return guarantee but has an after-sales problem?
If there is a genuine quality issue, Hipobuy will verify it with the seller and work out a solution, then notify you. If the seller confirms there is no quality issue, the return may be unavailable under the third-party platform’s rules — but Hipobuy will still try to negotiate on your behalf.
Who pays shipping when using the return guarantee?
The item must be new and meet the resale requirement first. If there is no quality issue, you pay the shipping. If there is a quality issue, the seller covers it after you submit the request.
Is there a charge if I request a return while the order is “not shipped”?
No. There is no charge in that case. You are only charged when the return meets two conditions: the item has no quality issue, and it is already stocked in the warehouse.