Refund & Returns Policy
Last updated: May 18, 2025
At JTL Global Logistics, customer satisfaction is our priority. This policy outlines the conditions under which refunds and returns are handled for our purchasing agent and shipping services.
1. Purchasing Agent Refunds
Before Purchase
If you cancel an order before we purchase the item from the seller, you are entitled to a full refund of the product cost. A small processing fee may apply.
After Purchase, Before Shipping
If you cancel after we have purchased the item but before international shipping:
- We will attempt to return the item to the original seller
- Refund amount depends on the seller's return policy
- Domestic shipping costs and service fees are non-refundable
- Refund will be processed within 7-14 business days after the seller accepts the return
After International Shipping
Once the package has been dispatched for international shipping, cancellations and refunds are generally not available as the shipping process cannot be reversed.
2. Return & Exchange Rules (before international dispatch)
These rules apply while your goods are still in our China warehouse. JTLGO acts as your buying agent: the return or exchange is executed with the original marketplace seller, under that seller's rules. We prepare, ship and follow up the request, but the seller decides the outcome.
Request window: 5 days after stock-in
Submit the request within 5 days (120 hours) of the order status changing to Stocked in. Chinese marketplaces give the buyer a 7-day no-reason return right counted from delivery signature; roughly two of those days are consumed by delivery to our warehouse and check-in, so 5 days is what actually remains. Requests after the window usually cannot be filed with the seller.
When a return or exchange is possible
All of the following must hold:
- the seller offers no-reason returns on that listing;
- the item is in resalable condition as the seller defines it — packaging, tags, seals and accessories intact;
- the request is inside the 5-day window above.
Categories sellers commonly refuse
For these we will still forward your request, but expect the seller to decline. This list reflects normal marketplace practice, not a JTLGO restriction:
- made-to-order or customised goods;
- items whose tags, packaging or accessories were removed at your request;
- second-hand goods, and goods sourced outside mainland China;
- underwear, socks, hosiery and adult products;
- food, and book orders of 15 volumes or more;
- sealed cosmetics, skincare, fragrance, hair care and personal care once the seal is broken;
- electronics with a damaged compliance label or water damage; cameras with more than about 20 shutter actuations; large appliances already installed rather than bench-tested.
What it costs
For a change-of-mind return or exchange you pay: domestic shipping to the seller, domestic shipping back from the seller where the listing was not free-shipping, and the service fee below. The purchasing service fee already charged on the original order is not refundable. Where the problem is the seller's fault — wrong item, missing parts, damage on arrival, item not as described — these costs are pursued with the seller and are not charged to you.
Return / exchange service fee
The first request each calendar month is free. Further requests in the same month are tiered, counted per request:
| Requests this month | Return | Exchange |
|---|---|---|
| 0 to 1 | USD 0 | USD 0 |
| 2 to 5 | USD 2 | USD 3 |
| 6 to 9 | USD 5 | USD 5 |
| 10 or more | USD 10 | USD 10 |
The tier is a safeguard against bulk speculative ordering, not a charge for genuine quality problems. Keep enough balance in your JTLGO account to cover the return shipping and service fee when you submit the request.
What we cannot do
- Filing a return with a Chinese seller is a manual step our team performs — there is no self-serve button that returns goods automatically. Allow one business day for us to open the case with the seller after you submit.
- We cannot force a seller to accept a return or exchange. If the seller refuses, the goods stay in our warehouse and normal storage terms resume after the free storage period.
- Once a parcel has been dispatched on an international leg, it cannot be returned to the Chinese seller. From that point only the shipping-side remedies in section 4 apply.
How to request, and where the money goes
- Open the order in your account and use the Refund action within the window. It asks you for a reason before sending — say clearly whether you want a return or an exchange and why, since the two are priced differently below.
- Attach evidence. Our warehouse QC photos are taken on receipt and are usually the strongest evidence for a wrong-item, missing-parts or damage claim.
- We file with the seller and keep you updated. Approval is the seller's decision.
- Approved refunds are returned to your JTLGO account balance, which you can spend on later orders immediately or withdraw after the standard hold period.
Counterfeit or quality complaints
If you believe an item is counterfeit or substandard, raise it as soon as it is checked into our warehouse, or as soon as you receive the parcel. Send the order reference, payment record, the listing description and photographs showing the problem. We take it up with the seller on your behalf. Authenticity disputes can require a professional appraisal; where one is needed, the appraisal cost is borne by the party requesting it. Buying from established sellers on the major platforms is the most reliable way to avoid this situation.
3. Refund Eligibility
| Scenario | Refund Available | Notes |
|---|---|---|
| Order cancelled before purchase | Full refund | Small processing fee may apply |
| Wrong item received | Full refund or reship | Photo evidence required |
| Item damaged in transit | Partial or full refund | Must report within 7 days of receipt |
| Item not as described | Case-by-case | Our QC photos serve as reference |
| Change of mind | No refund | After purchase confirmed |
| Customs seizure | No refund | Customer responsible for compliance |
| Shipping costs | Non-refundable | Once shipment is dispatched |
4. Shipping Service Refunds
For standalone shipping services (not purchasing agent orders):
- Before pickup/drop-off: Full refund minus any processing fees
- After pickup: No refund on shipping costs
- Lost packages: Compensation based on the declared value, up to the limits of our insurance coverage
- Damaged packages: Please report within 7 days of delivery with photos of the damage
5. How to Request a Refund
- Contact our support team via WhatsApp or email
- Provide your order number and reason for the refund request
- Include photos or evidence if applicable (damaged items, wrong items, etc.)
- Our team will review your request within 2 business days
- Approved refunds are processed within 7-14 business days
6. Dispute Resolution
If you are not satisfied with the refund decision, you may escalate the matter to our management team. We are committed to resolving disputes fairly and promptly through direct communication.
7. Contact Us
For refund or return inquiries:
- Email: Contact by email
- WhatsApp: +86 139 2810 3300