Returns, Exchanges, Refunds and Order Cancellation Policy

About This Policy

PRVBUY provides purchasing agent, warehousing and international shipping coordination services. PRVBUY is not the original seller or manufacturer. Returns, exchanges, cancellations and refunds depend on the original seller or marketplace rules, the condition of the item, the applicable deadline and final approval by the seller or platform. Nothing in this policy excludes consumer rights that cannot lawfully be excluded.

Five-Day Return and Exchange Period

The standard request period is five days (120 hours). It begins from the next full hour after the item status changes to Stored in Warehouse. If a seller offers a seven-day or ten-day period, the deadline shown for the relevant order or the seller's applicable rule controls. Requests submitted after the applicable deadline may not be accepted.

Eligibility Requirements

A return or exchange request must satisfy all applicable requirements. Eligibility and completion remain subject to the seller's or marketplace's final approval.

• The original seller supports the requested return or exchange
• The item remains in a condition suitable for resale
• The request is submitted within the applicable deadline
• Original packaging, labels, accessories, gifts, security seals and other required components remain complete and compliant
• The seller or marketplace gives final approval

Products Generally Ineligible

The following products are generally ineligible unless the seller or marketplace expressly accepts the request and all special condition standards are met.

• Customized, personalized or made-to-order products
• Items for which the customer asked PRVBUY to remove or discard labels, packaging, accessories, gifts or seals
• Newspapers, periodicals and subscription products; second-hand goods; and goods sourced from overseas, Hong Kong or Macau sellers
• Underwear, socks and other intimate apparel; adult products; food, beverages and other consumable products
• Items the seller expressly marks as non-returnable, and books or publications that meet a seller's stated quantity restriction
• Opened personal-care, beauty, cosmetic, digital, electrical-appliance, camera, model, electronic-component, software, pet-health, book or publication products that do not meet the applicable special condition standards

How to Submit a Request

Submit the request through the after-sales entry for the relevant order. State the reason and provide clear photographs or other evidence. Your PRVBUY account should have enough balance to cover any applicable domestic shipping and service fees. PRVBUY will communicate with the seller, but the seller or marketplace makes the final decision.

Responsibility and Costs

Responsibility determines which verified costs apply. Customer-responsibility reasons include no longer wanting the item, ordering the wrong item or too many items, deciding that international shipping is over budget, or raising a quality concern that the seller confirms is unsupported. In those cases, the customer is responsible for the seller-to-PRVBUY warehouse domestic shipping, the PRVBUY warehouse-to-seller return shipping and the applicable return or exchange service fee.

• Seller or domestic-carrier responsibility may include the wrong item or specification, a confirmed material quality issue, or damage during domestic transport
• Once responsibility is confirmed, the customer will not bear return or exchange costs caused by that issue
• Final responsibility, reimbursement and compensation remain subject to approval by the seller, marketplace or domestic carrier

Return and Exchange Service Fee

Return and exchange requests are counted separately within each calendar month and reset at the beginning of the next calendar month. A zero service fee does not waive domestic shipping or any other applicable cost.

Refunds

A refund is based on the product amount actually paid by the customer and the amount actually approved by the seller. PRVBUY processes the refund after the seller or marketplace has issued it, and credits the approved amount to the customer's PRVBUY account balance. Domestic shipping, service fees or other costs already incurred and payable by the customer must be settled or may be lawfully deducted. Processing time depends on the seller, marketplace and payment process; PRVBUY does not promise a fixed completion time.

Order Cancellation

Cancellation depends on the order stage. PRVBUY does not apply a separate unconfirmed cancellation penalty; only costs actually incurred and any applicable service fee described in this policy may apply. PRVBUY does not provide subscription or reservation services, so cancellation rules for those services do not apply.

• Before PRVBUY submits the purchase to the seller: you may request cancellation
• After submission to the seller or purchase: cancellation depends on the seller's agreement and any costs already incurred
• After the seller ships the item to the warehouse: the request is handled as a return, not a simple cancellation
• After an international parcel is submitted or handed to the carrier: cancellation is generally unavailable; if the carrier permits it, the actual status and costs control

Special Product Condition Standards

Certain product categories require stricter condition checks. Required seals, labels and anti-theft tags must remain intact, and products must be free from water damage or other customer-caused damage. Cameras must not show added shutter use; appliances must not have been installed; electronic components must not have been soldered; and books or publications must be free from folds, stains, writing or other damage. Seller-specific standards may also apply.

Contact

Contact PRVBUY customer support if you need help understanding an applicable deadline, eligibility requirement or after-sales request.