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DHgate Refund Policy
Last verified
Official DHgate PolicyOfficial source
www.dhgate.com/buyer/buyerProtection
Rechecked : we reviewed the current policy text on dhgate.com. How we verify
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How to Get a Refund — Step by Step
- 1Before shipping, within 2 hours of ordering: go to My Orders > Awaiting Shipment > Cancel Order.
- 2Before shipping, after 2 hours: go to My Orders > Awaiting Shipment > Request Refund.
- 3After shipping: go to My Orders > Awaiting Confirm or Completed Order > Open a Dispute.
- 4For Green Shipping Protection Service: go to My Orders > Awaiting Confirm or Completed Order > Report an Issue.
- 5If the seller doesn't resolve the dispute within 5 days, escalate the case to DHgate for review.
When You Can Get a Refund
- You can get a refund if your order is not shipped or not received by the estimated delivery date.
- Items not as described: request a refund within 21 days of the carrier marking the order "Delivered"; for damaged items, within 7 days.
- Return & Refund requests must be made before the order status changes to "Closed"; VIP buyers can extend this by 30 days after the order closes.
- Most items can be reported within 21 days of receipt; if it's the seller's fault, you can return the item for a refund or get a refund without returning it.
- Buyers who chose Green Shipping Protection Service (available in the United States and some other countries) can request a refund if the package is lost, delayed or damaged.
Partial Refunds
- If you paid with a DHcoupon and the refund is less than the coupon amount, DHgate sends a new coupon equal to the refund amount.
Dispute Process
- After a dispute is opened, the seller has 5 days to respond.
- If the seller doesn't resolve it, you can escalate the case to DHgate; an analyst follows up and gives a resolution.
- For returned items, you receive your refund after the seller receives the return or the system confirms receipt within 30 days.
Additional Notes
- After a return, the return shipping cost is refunded once the order is cancelled and refunded, usually to your DHpay account within 7-10 days; upload a clear shipping receipt and label.
- If you were charged twice, the duplicate payment is refunded within 24 hours once it has been received.
- Unpaid orders are cancelled automatically if there is no payment attempt within 7 days.
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