Items may be requested for return or refund within 30 calendar days after parcel delivery. Products must be unused, undamaged, kept in original packaging to qualify. Customised goods, hygiene products, disposable items are non-returnable for health and safety reasons.
The 30-day return window applies to standard in-stock products only. Customized, NRE and mold-opening projects do not follow this window and are governed by the Customized Products rules below.
We accept claims for wrong item received, product defect, item broken on arrival, significant mismatch between received product and listing description. Buyer-side reason such as ordering wrong size, no longer wanting the item can also apply return, buyer bears return shipping cost.
Submit a support ticket via Contact Us page, attach clear photos or short video evidence showing product problem, provide order number. Our support team reviews the case within 2 working days and send return instructions.
Two options available: full refund without return (only approved for severely damaged / lost parcel cases) or refund after warehouse receives returned goods. Partial refund can be negotiated for minor defects if buyer keeps the product.
Once we confirm the return package and inspection passed, refund will be initiated. Refund arrival time depends on your payment provider, normally takes 3–10 business days to appear on your bank or card statement.
If return caused by our mistake (defect, wrong product), Orbuy covers return shipping fee. Buyer initiated voluntary return, return freight is at buyer's expense.
Claims will be rejected if evidence is insufficient, return request exceeds 30-day window, product shows obvious user damage after delivery, prohibited non-returnable goods are applied for return.
After-sales services apply only to physical quality defects under the order item, excluding buyer subjective dissatisfaction, estimation deviations, market price fluctuations and buyer sales losses.
Customized products, NRE development projects and mold-opening projects do not support no-reason return or exchange unless quality defects exist. Once material procurement, mold opening or engineering development commences, the buyer may not unilaterally cancel the order or request a refund unless the seller commits a severe quality breach.
Sample orders are for reference only. Mass production quality standards are governed by written ticket agreements, and samples do not equal mass production standards unless explicitly agreed.
All payment disputes and credit card chargebacks must first submit evidence within the platform ticket system and complete internal platform arbitration before filing appeals with payment providers. Directly initiating chargebacks without completing internal platform arbitration constitutes a breach, and resulting fines and handling fees shall be borne by the breaching party.
1. Within the objection period, submit quality evidence in a support ticket and clarify your claim.
2. The seller replies and proposes a solution within the time limit specified by the platform.
3. If both parties cannot reach agreement, the platform intervenes in arbitration, and both parties submit evidence as required.
4. Return shipping and testing fees are borne by the responsible party; if liability cannot be determined, both parties negotiate apportionment.