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 BuyAnySee 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 350 yen (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.
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Type |
E.g. |
After-Sales Service |
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Unavailable |
Custom-made |
Products of tailored designs |
After receiving your request, we will negotiate with the seller for return/exchange, but the final result is subject to the seller’s decision. |
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Products whose packaging, tags, accessories have been removed upon user request |
Clothes whose tags have been removed |
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Newspaper, periodicals |
Subscribed books and periodicals |
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Second-hand products |
Second-hand products |
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Products from outside the Chinese mainland |
Products bought from overseas, Hong Kong and Macao regions |
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Undergarments |
Underwear, socks, leggings |
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Adult products |
Adult products |
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Others stipulated by the seller |
Subject to seller rules |
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Food |
Biscuits, candies, etc. |
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No less than 15 books |
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Opened products that are required to meet “Special Standards” for return packing. |
Sealed products, please refer to the attached table（click to view "Special Standard"） |
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Available |
the Merchant Promises to Provide Goods That Have No Reason to Return Or Exchange (except Some Goods and Categories) Within 5 Days after the Goods Are Put into Storage, and if the Goods Do Not Affect the Seller's Secondary Sales
You Shall Bear the Return Postage for Free Shipping Products, and You Shall Bear the Delivery Postage and Return Postage for Non-Free Shipping Products.
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For return/exchange request submitted within 5 days after stock-in, we will proceed per standard procedure. |
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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 Japan（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 incorrect delivery or quality issues, the buyer only needs to bear the shipping cost of the product.
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 350 yen (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 Japan. （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 incorrect delivery or 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 350 yen (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)
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Responsible Party |
Situation |
Related Cases |
Fees |
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Customer |
I Don’t want the product anymore |
Client A requests the guaranteed return/exchange service for personal reasons |
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 350 yen (tax included) operation service fee for each product. |
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I Purchased the wrong product/extra product |
Client B requests the guaranteed return/exchange service for personal reasons. |
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Shipping fee is way over my budget. |
Client C requests the guaranteed return/exchange service as the international shipping fee is much higher than his budget |
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The seller thinks the product has no quality issue |
Client D thinks that the product is different from what the photo shows and requests the guaranteed return/exchange service. After verifying with the seller, it is concluded the product has no quality issue(Click to view "Example of Defective Products/Quality Issues") |
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Seller |
The seller shipped the wrong product. |
The seller ships the wrong product due to his own negligence and the received product is different from what was ordered. For example, the color or size of the product is different from what the client ordered |
If the product is refunded due to incorrect delivery or quality issues, the buyer only needs to bear the shipping cost of the product. If the product is exchanged due to incorrect delivery or quality issues, the buyer will not bear any fees. |
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Quality issues |
The product has quality issues. For example, holes, and stains. |
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Others |
The product is damaged during the domestic transportation |
The product purchased by the client is already damaged when arriving at the warehouse due to the domestic transportation |
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
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Product Category |
Special Standards |
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New Sneakers |
Anti-theft clasp and the anti-damage sticker has not been cut/removed, and are fully functional. |
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Detergent/ Tampon/ Paper/ Fragrance |
The one-time sealing packaging (if any) of the personal care products must remain sealed. |
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Hair Care/ Wig |
The one-time sealing packaging (if any) of the hair care products must remain sealed. |
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Skin Care/ Body Care/ Essential Oil |
The one-time sealing packaging (if any) of the products must remain sealed |
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Cosmetics/ Perfume/ Beauty Tools |
The one-time sealing packaging (if any) of the products must remain sealed |
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Digital Products/ Home Appliances (Excluding cameras and large home appliances) |
1. The internet access permit is not damaged (destroyed). 2. There is no water damage. |
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Digital Camera/SLR Camera/Camera |
The shutter of SLR cameras are not pressed more than 20 times. |
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Large Home Appliances |
1. LCD TV and air conditioner: has not been installed to the wall. Simple debugging is allowed. 2. Washing machine: has not been used with water. |
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Models/ Anime Products/ Anime-Related Peripherals/ Cosplay Products/ Board Games |
The tapes and plastic seals (when there is any) on products like models, figures, soldier figures, BJD cannot be removed. |
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Electronic Components |
1. No welding operation. 2. The integrated circuits have never been installed on any IC base. 3. The one-time sealing packaging of consumables like thermal silicon grease/thermal paste, electronic glue/ encapsulating glue/ sealant/ adhesive, conductive glue, and conductive ink must remain sealed. |
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Level II Category “Game Software” under Level I Category "Video Game/ Accessories/ Games/ Game Guide " |
The one-time sealing packaging (if any) of the products must remain sealed |
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Pet Foods, Health Products, and Drugs under Level I Category "Pets/Pet Foods and Supplies" |
The one-time sealing packaging (if any) of the products must remain sealed |
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Books/ Magazines |
1. The one-time sealing packaging (if any) of the products must remain sealed 2. There are no traces of folding, water stains, stains, ink, and traces left by reading on the product. |
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Level II Category "Animal Health Products/Veterinary Drugs" under Level I Category "Ranching/ Farm Products" |
The one-time sealing packaging (if any) of the products must remain sealed |
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The one-time sealing packaging (if any) of the products like food (including supplements), cosmetics, medical devices, contraceptives, personal care supplies, adult supplies, baby diapers, books, and audio-visual products must remain sealed. “Sealed” refers to: The seals or the plastic wrap on the packaging of the product applied by the manufacturers. |
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FAQ:
1. What to do when there is an after-sales problem with an order that is ineligible for the “return/exchange guarantee”?When there is a quality issue with the product, BuyAnySee will verify with the seller based on the actual situation. We will figure out the final solution and notify the user. If the product has no quality issue, the return/exchange service will be unavailable based on the rules from the third-party platform. BuyAnySee will try to communicate with the seller and protect the user’s rights.
2. Who will be responsible for the shipping fee when using the “ return/exchange guarantee”?
Before initiating a return or exchange application, the product must be brand new and will not affect secondary sales. If the product has no quality problems, and the buyer refunds for personal reasons (such as not liking the product after delivery, choosing the wrong size, etc.), the buyer needs to bear the international shipping fee for the package and the handling service fee of 350 yen (tax included) for each item. If there is a quality problem with the product, after the customer initiates the application, when returning the product, it is confirmed that the product is refunded due to wrong delivery or quality problems, and the buyer only bears the shipping cost of the product. If the product is confirmed to be exchanged due to wrong delivery or quality problems, the buyer does not need to bear any fees.
3. If you apply for a return when the order has been purchased but not shipped, will there be any charge?
No charge, please don't worry. Unconditional return and exchange will only be charged if two conditions are met: first, you request a return due to non-product quality issues; second, the product has been put into storage and needs to be returned and exchanged without reason. Therefore, we will not charge you for purchased but unshipped products.
4. If the seller provides freight insurance and free shipping, do I need to pay the shipping fee sent by the seller for the return?
Regarding the explanation of freight insurance, since the insurance company's compensation is determined based on the return rate of the Taobao account, our current purchase account has a high return rate, and the insurance company may not make a claim, so the freight insurance may fail to pay the claim. In addition, for free shipping products, since the merchant advances the shipping fee, if you apply for a no-reason return or exchange, you need to pay the shipping fee sent by the merchant. Therefore, if you apply for a no-reason return or exchange, you need to bear the round-trip shipping fee.