Establish whether the goods are with the seller, warehouse or in Hong Kong. Return actions and costs can differ; do not independently send to the original sender address.
What to have ready
Key checks before ordering or posting
Taobao after-sales follows order status, reason and item conditions, and AlipayHK's official FAQ identifies refund routes by status. Refund-only and return-and-refund differ. Use the current order's process and deadline; local-return terms cover participating merchants, items and regions rather than every Hong Kong order or universal free returns.
Before posting confirm the approved address, recipient, return identifier, postage responsibility and acceptance. Goods still in a warehouse may need separate logistics return and seller-refund actions. For goods in Hong Kong, verify cross-border posting and destination restrictions; cancelling a shipping payment does not itself refund the product price.
A practical sequence
- Raise the actual issue in official order after-sales with model, quantity and complete evidence and retain terms. Do not miss the displayed deadline while chatting or close the available application prematurely.
- Confirm the applicable return, address and identifier and whether this order actually has local return. Ask logistics separately for warehouse goods and provide the correct return tracking, not the original cross-border number.
- Check carrier and destination acceptance, retain required packaging and condition and keep posting and tracking evidence. Verify restrictions for batteries, perfume or medicine rather than declaring them as ordinary clothing.
- Track arrival, seller handling and payment credit, recording amount, deductions and destination. Use platform intervention and payment enquiries if unresolved, treating logistics and product sums separately without duplicate recovery requests.
A record or question to use
Ask: 'What return is approved for this order? Goods are at ___. What address and identifier apply? Who pays postage? When must tracking be submitted? How much product and logistics money is refunded, and where?' Keep the answers and posting proof; 'return agreed' does not resolve every detail.
Limits and where to seek help
Item, condition, timing and law affect rights, so do not assume every order has seven days or unconditional return. Ask Consumer Council about current cross-border referral where needed, without a refund guarantee. Handle the seller's return personal details only for necessary purposes under the applicable terms.
Confirm return instructions and address before posting, then follow product and logistics refunds separately.
Official information and enquiries
These are the reference and service entry points for this guide. Check current fees, eligibility, and schedules with the authority. The preparation date is not each source's official update date.