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DHgate Refund Policy
Last verified: 2026-03-24
Official DHgate PolicyVerified
www.dhresource.com/user/crm/buyer/faq/en-support.html
Video Guides
How to Get a Refund — Step by Step
- 1Log in to your DHgate account and navigate to 'My DHgate' to view your orders.
- 2Find the order with the issue and click 'Open Dispute' under the Status Column.
- 3Select the reason for your dispute: non-receipt, item not as described, damaged, quality issue, or counterfeit.
- 4Upload detailed evidence: photos of the item, comparison with listing, unboxing video, photos of damaged packaging.
- 5Submit your refund proposal (full refund or partial refund amount) with a clear explanation.
- 6Wait for the seller to respond — they have up to 10 days to reply or counter-offer.
- 7If no agreement is reached, click 'Escalate Dispute' to involve the DHgate mediation team.
- 8DHgate's team reviews all evidence and makes a final decision — refund is processed if the ruling is in your favor.
When You Can Get a Refund
- Item never delivered after the guaranteed delivery window has passed (non-receipt claim).
- Item is significantly different from the listing description (wrong item, wrong specifications, counterfeit goods).
- Item arrived damaged — must be reported within 72 hours of receipt.
- Personal use items (underwear, wedding dresses, etc.) — disputes must be opened within 7 days of receipt.
- Do NOT click 'Confirm Receipt' until you have fully inspected the item — confirming receipt significantly reduces DHgate's ability to intervene.
- Disputes must be opened within the Buyer Protection window, which varies by shipping method.
- Always communicate with sellers on the DHgate platform to maintain buyer protection — off-platform communication is not protected.
All Refund Methods
- Credit/debit card (Visa, Mastercard): refunded to original card, typically 7–20 business days depending on card issuer
- PayPal: refunded to PayPal account, same-day if paying from balance; up to 5 business days for linked card
- DHgate account credit: processed within 24–48 hours
- Bank transfer/Skrill/Masterpass: refunded to original account, processing time varies
Partial Refunds
- Partial refunds are common when the item has minor differences from the listing but is still usable.
- DHgate mediators may propose partial refunds as a compromise if evidence is not conclusive.
- Shipping costs are typically non-refundable in partial refund scenarios.
- For counterfeit item disputes, a full refund is more likely if you provide official brand inspection evidence.
- Return shipping costs for international returns are the buyer's responsibility in most partial refund cases.
Dispute Process
- Stage 1: Direct negotiation between buyer and seller for up to 10 days.
- Stage 2: Escalate to DHgate mediation team if no agreement is reached — DHgate reviews evidence from both sides.
- After 30 days, unresolved complaints are closed and payment is released to the seller — act promptly.
- For counterfeit items: submit clear comparison photos and, if possible, an official brand inspection statement.
- For damaged items: provide photos of outer packaging showing damage, plus an unboxing video with timestamps.
- If DHgate mediation fails, contact your payment provider (credit card company or PayPal) to file a chargeback.
Additional Notes
- DHgate is a wholesale marketplace based in China — shipping times are typically 15–45 days for standard shipping and 5–15 days for express.
- Unboxing videos are strongly recommended for all orders, especially high-value items — they provide the strongest evidence in disputes.
- DHgate does not offer automatic refunds for 'item not as described' — photographic/video evidence meeting strict upload criteria is required.
- Side-by-side comparison photos with the original listing are essential for 'not as described' claims.
- DHgate customer service typically responds within 24–36 hours.
- Your credit card company may be your strongest advocate when dealing with unresponsive sellers — credit card chargebacks have independent review processes.
- Payment methods accepted: Visa, Mastercard, PayPal, Skrill, Masterpass, and bank transfer.