Check the order status and seller’s return terms first. Eligible stored items have a five-day application window, defined as 120 hours starting at the next hour after stock-in. Approval, product condition and return charges still apply.
Order Cancellation
Open My LoloBuy → Orders and check the current status. Orders awaiting payment, not yet processed, under review, being processed or already purchased can have a cancellation request option. A request after purchase still requires handling and negotiation; it is not the same as an instant cancellation.
For a different size or colour, contact the agent before seller dispatch. Once the seller has shipped, the change may require a return after warehouse arrival and a new purchase.
Check whether the account shows a submitted request, a request being processed or a completed refund. These are different outcomes. If the seller is already preparing the goods, the agent may need to establish whether dispatch can still be stopped before an amendment or cancellation is possible.
Five-Day Return Window
First confirm that the listing and order qualify for returns or exchanges. The detailed guarantee gives 120 hours, starting at the next hour after the status changes to “Stocked in”. Use the request deadline in the account and submit promptly; this is not a universal entitlement for every item.
For example, under that published counting rule, a stock-in event at 10:35 starts the clock at 11:00. The 120-hour interval ends at 11:00 five days later. This illustrates the rule and does not override an earlier restriction or the deadline attached to the actual order.
If the seller has dispatched but the order is not yet stored, the warehouse-return instructions say to wait for stored status. Each item has its own stock-in event, so the newest arrival does not reset the window for older goods.
Eligibility & Product Condition
The seller must agree to the return or exchange. Goods must remain in a condition that allows resale and meet the applicable packaging requirements. Keep required packaging and labels intact while deciding.
Second-hand purchasing orders and Warehouse Sale or warehouse treasure-hunt orders do not support returns. When an item is outside the return guarantee but has a quality problem, raise it with the agent for seller negotiation rather than assuming a no-reason return is available.
Keep the original selected options and the seller’s terms with your request. An order that matches the selected size label but does not fit you raises a different issue from an order supplied in the wrong size. The reason and evidence should describe what actually happened.
Evidence for a Return Request
Prepare the order number, source listing, selected option and the warehouse photo that shows the problem. State the requested outcome: clarification, a return, an exchange or seller negotiation. A short factual description is easier to investigate than a general complaint about quality.
For a visible mismatch, identify exactly what differs. Examples include a different colour label, a missing part listed in the set or a quantity inconsistent with the order. If the concern is not visible in the current photos, first ask what additional check can establish it.
Preserve the evidence and necessary packaging while the request is reviewed. Avoid authorising disposal, alteration or international dispatch of an item you intend to return. Once the goods move to a later stage, the practical options and associated freight can change.
Exchanges & Replacement Orders
An exchange involves more than selecting a new option in a message. Ask the agent whether the seller will accept the existing goods, whether the replacement is available and which freight or handling charges apply. Keep the old and new specifications distinct in the order discussion.
If the seller has already dispatched the original product, the change may require warehouse arrival followed by a return and a new purchase. Do not assume a revised note silently changes a parcel already in transit. Monitor the status of both the original item and any replacement order.
Reassess the timeline before choosing an exchange. A replacement can affect the consolidation plan for other stored items. Decide whether those goods should wait, leave separately or require an extension using their own deadlines and the actual costs involved.
Return Freight & Service Charges
The no-reason return rules separate three possible charges: delivery back to the seller, the seller’s original delivery cost and a handling fee. A free handling allowance concerns the service fee and does not automatically cover both freight legs.
The published guarantee assigns freight for a non-quality return to the buyer and describes seller responsibility for an accepted quality issue. Select the truthful reason and supply evidence so the applicable treatment can be established. Original free delivery does not by itself settle the cost of a later return.
Check the request page for the remaining monthly handling allowance and required balance. Confirm the agreed deductions before approving a return, and keep the final settlement with the amount originally paid for the item.
Returns for Forwarded Goods
For a forwarding order, the underlying purchase was arranged by you or your sender rather than through an agent purchasing order. Keep the seller’s order details and the forwarding record together. Do not assume the agent-shopping return guarantee automatically applies to that separate purchase.
Contact the seller about the return terms and ask Lolobuy which warehouse handling or domestic return service is available for the forwarded goods. Clarify the return address, carrier arrangement, required packaging and who pays. A general request to “send it back” leaves important instructions unresolved.
If the incoming parcel could not be accepted because of damage, prohibited contents or transport incompatibility, first establish its location and recorded status. A refused delivery, a stored item awaiting return and an item already handed to a return carrier need different follow-up.
Product Returns & Parcel Claims
A seller return concerns the goods and the purchasing arrangement. An international parcel claim concerns what happened during transport. Use the corresponding order or parcel record and identify whether the issue existed at the warehouse or was discovered after delivery.
Keep warehouse photos when investigating later damage or a shortage, but do not assume they prove the cause. Compare the shipment records and delivery evidence as well. The carrier and platform assess the applicable service conditions, evidence and exclusions rather than automatically applying a seller’s return policy.
Act promptly after a delivered-parcel problem instead of waiting for a seller-return discussion to conclude. The receiving guidance has its own reporting and evidence deadlines. These are separate from the warehouse return window and may require packaging and carrier information that a product enquiry does not include.
Refund Handling
Request acceptance and refund completion are separate steps. For paid orders, approved cancellation or return refunds generally go to the Lolobuy account balance. An account-balance credit is different from a withdrawal back to a payment account.
The return guidance estimates roughly 7–15 days for seller-dependent refunds on shipped or stored orders. That is an estimate, not a guaranteed completion date. Follow the specific order record for approval and settlement.
Match the refund to the amount actually paid for the item and any agreed deductions. A refund status is easier to understand when compared with the original order and balance entries, rather than a USD estimate from a product card. Keep the order open until the settlement is recorded.