Zhongfei Marketplace Customer Return & Refund Policy
Effective Date: May 1, 2026
Applies to: All customers who have purchased products via the Zhongfei Marketplace customer app.
1. Summary (30‑Second Read)
2. Return Eligibility Criteria
To be eligible for a return, the item must be:
- In unused condition (except for damage/defect claims).
- In original packaging with all tags, labels, and accessories.
- Not on the non‑returnable list below.
Return window starts from the date of delivery (when Order PIN was entered).
3. Non‑Returnable Items
The following items cannot be returned for change of mind (but may still be returned if damaged/wrong):
- Perishable goods (fresh food, flowers, frozen items)
- Personal hygiene products (underwear, earrings, razors, toothbrushes)
- Opened software, video games, or digital downloads
- Custom‑made or personalized items
- Items explicitly marked “Final Sale” or “Non‑returnable” on the product page
- Gift cards or vouchers
4. Return Process (Step by Step)
Step 1: Report the issue
- Go to “My Orders” → select the order → tap “Return / Refund”.
- Choose the reason (wrong item, damaged, change of mind, etc.).
- Upload clear photos or a short video showing the issue (for damage/wrong item).
- Submit the request.
Step 2: Wait for review
- Vendor review – The vendor has 72 hours to respond and propose a resolution (refund, replacement, or partial refund).
- If the vendor agrees, proceed to Step 3.
- If the vendor does not respond within 72 hours, escalate to Zhongfei Marketplace support. We will review and decide within 48 hours.
Step 3: Return the item
- If vendor pays return shipping (wrong/damaged items) – You will receive a QR code or shipping label via the app. Drop off the package at any partner courier location, or schedule a pickup.
- If you pay return shipping (change of mind) – You arrange and pay for shipping to the vendor’s address (provided after approval).
Step 4: Vendor inspection
- Once the vendor receives the returned item, they have 5 business days to inspect it.
- If the item meets the return criteria, they approve the refund.
- If the vendor claims the item was used or damaged by you, they may reject the refund. In that case, you may escalate to Zhongfei support for mediation.
Step 5: Refund issued
- Approved refunds are processed within 5–10 business days.
- Refunds are issued to your original payment method (mobile money, card) or as Zhongfei Wallet credit (if you prefer faster processing).
5. Refund Amounts by Scenario
6. Replacement Items
If you prefer a replacement instead of a refund for wrong/damaged items:
- The vendor must dispatch the replacement within 2 business days of return approval.
- Replacement items are subject to the same delivery timeframes.
- If the replacement is also wrong/damaged, you may request a full refund and keep the second incorrect item (no need to return it a second time).
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7. Refund Timeline
If your refund is delayed beyond these times, contact support with your order number.
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8. Return Fraud & Abuse Prevention
We monitor return patterns. The following behaviors may result in account suspension or ban:
- Returning a different item than the one received (“swap fraud”).
- Claiming damage that was caused by you after delivery.
- Excessive change‑of‑mind returns (more than 3 returns in 30 days).
- Falsely claiming non‑delivery to obtain a refund while keeping the item.
False claims may be reported to law enforcement as fraud.
9. Disputes & Escalation
If you and the vendor cannot agree on a return or refund:
1. Escalate to Zhongfei Marketplace support via the in‑app dispute button.
2. We will review all evidence (order details, photos, delivery GPS, chat logs).
3. We will issue a binding decision within 5 business days.
4. If you disagree with our decision, you may pursue arbitration (see Terms & Conditions, Section 16).
10. Contact for Returns & Refunds
Email: `returns@zhongfeimarketplace.com`
Phone support: [Your customer support phone number]
Hours: Monday–Saturday, 8 AM – 8 PM GMT