While shopping on DHgate a while back, I happened to have a negative experience with one seller who had sent me the wrong item and I immediately decided to get in touch with DHgate to clear my doubt – Does DHgate accept returns?
Well, in short, DHgate does accept returns and they refunded my whole amount once the return was processed. They do have a return policy that’s super straightforward and easy to follow. Moreover, I was able to get a refund in 7-10 working days back to my original source of payment.
However, while discussing my issue with the DHgate refund team, I happened to find out that returns and refunds are only processed for certain circumstances.
Consider this your go-to guide on DHgate returns and read on to find out all there is to know about how to process a return on an upcoming order.
Does DHgate Accept Returns?
Yes, DHgate does accept returns and the items that are to be returned must be sent to the DHgate warehouse.
According to their policy, any customer can claim a return/refund as long as the order is still within the processing phase.
Orders that have been shipped are also eligible for a return but only for buyers who have had a negative experience with their order, by either receiving the wrong product, or the product was damaged in transit.
DHgate will then crosscheck if the returned item is the correct one and if there is no buyer damage.
Once they confirm receiving the product/s, the refund will be processed back to the original form of payment within 7-10 working days.
Ultimately, returns and refunds on DHgate depend on certain factors and if the seller and buyer comes to an agreement.
How to Cancel an Order on DHgate?
Based on my experience, there are two methods to cancel an order on DHgate.
One is where the order has not been charged and the order status still shows “Awaiting Payment”, while the second one is when the order is being processed, but not shipped as yet.
Cancel an Awaiting Payment Order on DHgate
In order to raise a return request on DHgate, there must already be an order present in the account.
If the order is new, say it was placed within the last 5-10 minutes or so, then the buyer will receive an option to cancel the order.
This cancel order button will only be available on the Awaiting Payment section of the orders page.
When the cancel order button has been clicked, the buyer will be taken to a page to specify the reason for the cancellation and post this the order will be canceled without a charge.
Cancel an Item being Processed Order on DHgate
If the payment has gone through and the order status has changed to Items being processed, buyers will not receive a cancel order button, but would instead have a Request Refund button.
Clicking on this button will pull up a refund request form. Fill in the details along with a message and choose the option Full Refund.
Finally, click on Submit Request at the bottom of the form to send the refund request to the seller.
The seller will then go through the request and update the status accordingly.
If the seller approves the refund and both parties are in agreement with the terms, DHgate will have the full amount processed back to the buyer’s account.
Cancel an Order that’s Shipped
Unfortunately DHgate does not permit cancellations on orders that have been shipped. The request and final answer can only be taken by the seller or once the package has been delivered with a wrong or damaged item.
If it’s urgent and the request has to be placed asap, then contact the seller and see if they can either cancel the shipment or put a hold on the order. But this is at the seller’s discretion and there’s no confirmation on whether or not the seller will agree to the request.
How to Raise a Return Request on DHgate?
Raising a return request or raising a dispute on DHgate is pretty straightforward. To open a dispute to request for a return or refund on an order:
- Login to your registered DHgate account
- Click on the My DHgate link at the top of the page to view the most recent transactions
- Click on the Status column and then filter out the orders
- Open the particular order the complaint is regarding and then click on Raise Dispute
- Fill up the dispute form and notify the seller about what the problem is and what you want done about it.
- Add photos or a video for reference and then include critical information about the received product.
- Finally, submit the request and wait for a couple of days
The whole process takes around 10 working days and only if the seller does not come to an agreement with the buyer will DHgate intervene and their escalations department will determine whether or not the buyer is eligible for the refund.
What Returns are Accepted?
There are a few types of evidence that should be submitted to the seller to validate the return request. These help speed up the process and with the right evidence, the seller will have no other option but to comply with the request.
Counterfeit Products or Wrongly Advertised Products Delivered
If counterfeit products were delivered or if the product involves copyright infringement then send the seller a clear photo of the product and where it states that the product violates policies.
At times buyers might receive a different product than what’s being advertised and a return request can be raised in this scenario as well. Again, uploading clear photos of the wrongly delivered product will greatly help the seller so returns and refunds can happen faster.
Shipment is Missing a Few Units
If the shipment is missing items or if the package is empty, raise a return request. While doing so, provide the seller with the quantity that was ordered, the tracking number, details of the quantity in each shipment that was delivered for them to work out a solution.
Either the seller will approve the complete return, or they might process a second order with the missing units.
However, if some of the products in the bulk order were damaged upon delivery, send the seller clear photos of the damaged products as well as include the count in the message to the seller. They would either provide a refund or a return for the damaged items.
In the situation where the products are not as described, take a photo of the received goods and attach that to the return request. The seller will then decide whether they will be willing to provide the refund or not.
If there’s no response from the seller or if the seller does not agree to the refund/return request, then the DHgate escalation department will get in touch with the buyer and seller to resolve the dispute.
DHgate believes that buyers can make mistakes at times and thus gives them an upper-hand where they can request for a return due to personal reasons. While submitting the return request form, specify personal reasons from the drop down or choose an accidental order.
It’s important to do this because it helps improve the chances of the seller granting a refund or return on the order. However, there are times when the seller will request for the item to be returned once you receive it.
Process the return and pay for the shipping. Once you upload the documents and when the seller confirms that they have received the return, DHgate will release your refund back into your account.
Product Has Passed the Delivery Timeline or Has Not Been Delivered
Sellers on DHgate tend to provide an approximate time frame for their deliveries.
However, if the buyer has not received their order within the mentioned time period or if there’s a delay in the delivery, then the buyer has the right to contact the seller for a resolution.
In the case where the seller does not provide the buyer with a resolution and the delivery timeline has crossed 90 days, then the buyer can raise a dispute against the seller along with the necessary proof and DHgate will intervene to get a quick resolution.
What To Do When The Seller Agrees to Accept the Return?
If the seller has agreed to process a return and refund or a replacement, there are two things to know.
- If the agreement between the buyer and seller entails a return of the product to the seller, then the buyer will need to collect the seller’s warehouse address and return the item to them. Once they receive the return, the confirmation will then be sent to DHgate who will process the refund.
- If the agreement between the buyer and seller results in a replacement, then the buyer must ship back the product to the seller and once they receive the return, they will then begin processing the replacement which should reach the destination within 2-3 weeks.
What is the Time Frame for Refunds on DHgate?
The refund time frame depends on the mode of payment as well as how you’d like the refund processed. These time frames are generated by the bank and DHgate does not have control over how fast the refund can be processed.
All DHgate can do is process the refund from their end and the seller will then have to wait a maximum of 10-15 days for the refund to return.
Here’s a small timeline for refunds depending on the mode of payment accepted by DHgate.
FAQs on Does DHgate Accept Returns
How long does it take for DHgate to process a refund?
A refund to the same mode of payment usually takes 7-10 business days. If the refund has been delayed or if the amount has not been credited post 10 working days, it’s best to contact the DHgate refunds department or your bank to have the transaction reversed.
Does DHgate accept returns?
Yes, DHgate does accept returns and will even process refunds if the seller is not helpful in resolving the complaint/dispute.
What are the Requirements of Submitting Evidence to DHgate?
There are strict requirements in place if you want to submit evidence to DHgate regarding your order.
The DHgate website and mobile app accepts up to 4 files in either JPG, GIF, RAR, PDF, Doc, DOCX and TCT.
Each file uploaded should not exceed 5MB and if there are more files to be uploaded, merge them into a compressed folder or on a DOC file and upload that file into the upload evidence field.
If you’re uploading videos, ensure each file does not exceed 4MB and if the file is greater than 4MB, upload the file on Dropbox and share the link in the evidence field.
How to Check the Status of a Dispute?
You will be able to check the status of your dispute by logging into your registered DHgate account and then navigating to the My Orders page.
Locate the Dispute Orders button and click on it to pull up any and all disputes that are open.
Choose the most recent dispute and tap on it to view the status.
Can I Get The Return Shipping Cost Refunded?
Yes, once the seller and buyer has reached an agreement, ship the return to the seller and wait for their confirmation. Make sure to take note of the shipping cost as well as the tracking number and then have these details shared with the DHgate escalations team.
When the seller acknowledges that they have received the return, DHgate will go ahead and refund the shipping costs for the return item directly from the seller’s account.
Are there any Restrictions on Local Returns?
If you’re returning your order within America, then it’s considered as local returns. While it’s easier and quicker than international returns, local returns have its fair share of disadvantages.
Only products that are eligible for local returns can be returned using this service. To find out if a product is eligible for local returns, tap on the small box labeled Local Returns on the DHgate search page and check if your product is listed on the results page.
In order to be eligible for local returns, the seller should also agree with the return quantity and the delivery method should be either FedEx, UPS or USPS as they all have tracking facilities.
What to Do If I’m Asked to Return the Order to DHgate’s Local Warehouse and Not the Seller’s?
If you’re requested to return an order directly to the DHgate local warehouse, you would have to follow a couple of steps.
Start by logging into your registered account and then click on Return and Refund against the order. Negotiate your terms with the seller and wait for them to come to an agreement.
Once done, proceed to notify DHgate by raising a ticket/dispute and the team will provide you with a shipping label which can be used to return your order.
Once the DHgate warehouse confirms that they have received the return, the refunds department will have your money back in your account within 7-10 working days.