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Returns & Refund Assistance Policy

Last Updated: September 13, 2026

1688Fulfillment provides China-based warehouse and fulfillment support for overseas buyers purchasing products from Chinese suppliers.

As part of our services, we may assist customers when products received at our warehouse have visible problems, incorrect quantities, incorrect models, incorrect colors, packaging issues or other order discrepancies.

This Returns & Refund Assistance Policy explains how our return, exchange, replacement and refund assistance works, as well as the responsibilities of customers, suppliers and 1688Fulfillment.

1. Our Role

1688Fulfillment is an independent fulfillment and warehouse service provider.

We do not normally act as the original seller, manufacturer or marketplace operator for the goods purchased by our customers.

When a problem is identified, our role may include:

We provide assistance with returns, exchanges, refunds and replacements.

We do not control the supplier’s decision.

2. Supplier Approval Is Required

Returns, refunds, exchanges, replacements and compensation are generally subject to the original supplier’s policies, approval and cooperation.

A supplier may accept or refuse a request depending on factors such as:

1688Fulfillment cannot guarantee that a supplier will approve any return, refund, exchange, replacement or compensation request.

3. Problems That May Be Eligible for Assistance

Depending on the situation and the service requested, we may assist with issues such as:

Quantity Shortage

The quantity received appears to be less than the quantity expected according to the order information provided.

Wrong Product

The product received appears to differ from the product ordered.

Wrong Model

The model received does not match the model information provided by the customer.

Wrong Color

The visible product color does not match the order information supplied to us.

Visible Damage

The goods show obvious visible damage when checked at the warehouse.

Packaging Damage

Supplier packaging appears damaged, crushed, torn, wet or otherwise compromised.

Order Mismatch

The received goods appear inconsistent with the customer’s order information.

Missing Items

Items expected within a shipment appear to be missing.

Supplier Error

The supplier acknowledges that incorrect goods were sent or another fulfillment error occurred.

4. Inspection Must Be Requested Where Applicable

Return and refund assistance is easier when a problem is identified before the goods leave China.

Customers who want products checked should request the appropriate inspection or verification service before international shipping.

Depending on the service confirmed, inspection may include:

If the customer does not request inspection, some product problems may not be discovered before international dispatch.

5. Basic Inspection Limitations

Our standard warehouse inspection is generally a basic visual and quantity-based service.

Unless separately agreed, it does not include:

A product may appear normal during basic warehouse inspection and still contain hidden manufacturing or functional defects.

6. Reporting a Problem

If our warehouse identifies a visible issue during the requested inspection process, we may notify the customer and provide available evidence.

The evidence may include:

The customer should review the evidence and provide instructions on how to proceed.

7. Customer Decision Required

1688Fulfillment will not normally return goods to a supplier solely based on our own decision.

The customer should confirm whether they wish to:

Customers should provide clear instructions before return-related warehouse actions are taken.

8. Return or Exchange Assistance Process

A typical return or exchange process may follow these steps:

Step 1 — Problem Identified

A possible problem is found during warehouse receiving or the requested inspection.

Step 2 — Evidence Provided

Photos, videos or other available information are sent to the customer.

Step 3 — Customer Reviews the Issue

The customer confirms whether they want to pursue a return, exchange, replacement or another solution.

Step 4 — Supplier Contact

The customer, or 1688Fulfillment where agreed, communicates with the supplier regarding the issue.

Step 5 — Supplier Approval

The supplier confirms whether they accept the requested return, exchange, replacement or refund.

Step 6 — Return Instructions

If approved, the supplier provides the applicable return address, instructions or domestic shipping arrangements.

Step 7 — Warehouse Return Processing

Where included in the service, our warehouse prepares the goods for domestic return.

Step 8 — Replacement or Resolution

The supplier may send a replacement, issue a refund or provide another agreed solution.

Step 9 — Replacement Receiving

If replacement goods are sent to our warehouse, they can be received and processed according to the applicable service arrangement.

9. Return Shipping Costs

Domestic return shipping costs inside China are not automatically covered by 1688Fulfillment.

Depending on the situation, return shipping costs may be paid by:

Any warehouse handling, repacking, courier or return-related costs may also apply depending on the service arrangement.

Customers should confirm responsibility for return shipping costs before the goods are sent back.

10. Refunds From Suppliers

Where the original supplier agrees to issue a refund, the refund is generally subject to the supplier’s payment method, platform procedures and processing timeline.

1688Fulfillment does not guarantee:

Where we assist with supplier communication, our role does not mean that we assume responsibility for the supplier’s refund obligation.

11. Marketplace Refunds

Some purchases may be made through third-party platforms such as:

Refund requests involving these platforms may be subject to marketplace dispute procedures, deadlines and account requirements.

1688Fulfillment does not control third-party marketplace decisions.

We cannot guarantee that a marketplace will:

Customers remain responsible for following relevant marketplace procedures where necessary.

12. Goods Purchased Directly From Suppliers

Where goods are purchased directly from a factory, wholesaler or supplier outside a marketplace, returns and refunds depend on the agreement between the customer and supplier.

The supplier may apply its own:

1688Fulfillment may assist with warehouse-side handling but does not replace the supplier’s contractual obligations.

13. Customized and Made-to-Order Products

Customized, personalized, branded or made-to-order goods may have restricted or no return rights.

These may include products manufactured according to:

Customers should confirm return and quality terms with the supplier before placing customized orders.

14. Non-Returnable Goods

Some products may be unsuitable or ineligible for return depending on the supplier, product type or applicable regulations.

Examples may include:

Eligibility must be confirmed with the supplier.

15. Return Deadlines

Suppliers and marketplaces may apply strict deadlines for returns, refunds or disputes.

Customers should respond promptly when we notify them of a possible problem.

Delays in providing instructions may affect the ability to:

1688Fulfillment is not responsible for a supplier or marketplace deadline missed because the customer did not provide instructions within a reasonable time after notification.

16. Customer Responsibilities

Customers are responsible for providing accurate and complete information, including where relevant:

Customers should also review photos, videos and warehouse updates promptly.

17. Supplier Responsibilities

The original supplier remains responsible for matters relating to the goods it sold, including:

1688Fulfillment does not become the seller merely because goods are delivered to our warehouse.

18. Internationally Shipped Goods

Customers are strongly encouraged to resolve known supplier-related problems before international shipping.

Once goods leave China, returns may become more difficult and expensive.

Possible additional costs may include:

Unless otherwise agreed, 1688Fulfillment does not guarantee that goods already delivered internationally can be economically returned to the original supplier.

19. Problems Discovered After International Delivery

If a customer discovers a problem only after receiving the goods internationally, we may review the available information and, where practical, provide reasonable assistance.

However, the available options may be more limited than if the issue had been identified while the goods were still at our China warehouse.

Supplier return eligibility may also be affected by:

Customers who require additional assurance should request suitable inspection services before international dispatch.

20. Damage During International Transportation

Damage caused during international transportation is different from a supplier product issue.

Transport-related claims may depend on:

Transport claims are handled according to the applicable shipping arrangement, carrier conditions and any insurance coverage.

They are not automatically treated as supplier returns or refund claims under this policy.

21. Evidence Requirements

Successful supplier claims often depend on available evidence.

Customers should keep relevant:

Our warehouse may provide supporting photos, videos or receiving information where available.

However, we cannot guarantee that the supplier or marketplace will consider the evidence sufficient.

22. Supplier Communication

Where agreed, our team may assist with communication related to:

This assistance does not make 1688Fulfillment legally responsible for the supplier’s decision or performance.

23. Additional Handling Charges

Return or exchange assistance may involve additional work.

Depending on the order and service arrangement, additional charges may apply for:

Any applicable charges should be confirmed according to the relevant service arrangement.

24. Storage During a Return or Exchange

Goods may need to remain at our warehouse while the customer and supplier resolve a dispute or arrange a replacement.

Storage remains subject to the applicable Warehouse Terms & Storage Policy.

Customers should not assume that goods can remain in storage indefinitely without additional arrangements.

25. Unclaimed or Unresolved Goods

Where a return, exchange or supplier dispute remains unresolved for an extended period, the customer remains responsible for providing instructions regarding the goods.

Such instructions may include:

Any action involving disposal or abandonment will be subject to applicable warehouse terms and legal requirements.

26. No Guarantee of Refund or Compensation

Use of our return and refund assistance service does not guarantee a successful outcome.

1688Fulfillment does not guarantee that:

Our service is designed to help customers manage the process while the goods are still in China.

27. Limitation of Our Role

Our responsibility is limited to the fulfillment and warehouse services we have agreed to provide.

We are not responsible for losses caused solely by:

Nothing in this policy excludes responsibility that cannot lawfully be excluded.

28. Independent Service Provider

1688Fulfillment is an independent China-based fulfillment service provider.

We are not affiliated with, owned by, operated by, endorsed by or sponsored by 1688.com, Alibaba Group, Alibaba.com, Taobao, Tmall or their affiliated businesses.

Any return or refund procedures involving those platforms remain subject to their respective policies and decisions.

29. Related Policies

This policy should be read together with our:

Where a confirmed quotation, written agreement or specific service arrangement contains additional terms applicable to a particular order, those specific terms will also apply.

Contact Us

If you need assistance with a product problem, supplier return, exchange, replacement or refund request, please contact our team as soon as possible.

1688Fulfillment

Primary WhatsApp:
+44 7732 448253

Backup WhatsApp:
+44 7592 394038

Backup WhatsApp:
+44 7591 010529

Email:
crownwatchhub@gmail.com

Website:
1688fulfillment.com