A warehouse return starts with a decision about an individual order: can this item still go back, and has the return been approved? Prepare that request before adding the item to an international parcel.
This article covers the warehouse application stage. Our QC guide explains how to inspect photographs; the separate refund progress article explains what to record after a return or cancellation is approved. The policy details below were checked on 27 October 2026. Confirm the controls and deadline shown for your actual order.
Record the warehouse deadline first
Boonbuy’s return-service page describes a five-day window for eligible warehouse items: 120 hours beginning at the next whole hour after the order becomes Warehoused. Seller eligibility and the item’s condition still matter. A long storage allowance does not extend this application window.
As an illustration, a stock-in time of 14:25 puts the next whole hour at 15:00. Record the account’s displayed deadline and time zone alongside that timestamp; do not calculate a last-minute submission time from your local clock alone. This example explains the wording, rather than confirming a deadline for a real order.
Keep one line per item in your notes: order reference, stock-in timestamp, return deadline, issue and request status. If two items arrived on different dates, give them separate lines. A parcel-level note can hide an earlier deadline.
Preserve the item while eligibility is checked
The official rules require an acceptable original condition and relevant packaging, labels and accessories. Seller conditions and category exclusions can prevent a return. Customized items and items altered at the buyer’s request are examples that need particular care.
Before asking for tag removal or packaging disposal, settle any possible return. Save the purchased option and the listing details with the order reference. If you cannot establish whether an item qualifies, ask support explicitly and retain the reply with that item, rather than treating a general FAQ as approval.
There are two separate questions to answer: whether the seller accepts this return, and whether the item currently meets the required condition. A positive answer to only one does not settle the request.
Make the request specific and obtain approval
Boonbuy’s general return instructions require prior support approval. The warehouse-service section also describes an application through the order page. Use the available account control promptly and contact support if the relevant option is missing. Keep the application time and acknowledgement.
A useful request contains:
- The order reference and purchased variant.
- One precise reason for the request.
- The relevant evidence, identified by image or file name.
- The resolution you are asking support to review.
- A request to confirm eligibility, fees and next steps.
For example, explain that the selected option was navy size M but the received label shows black size L. That gives the reviewer a concrete comparison. It is an illustrative mismatch, not a claim about a particular seller. Avoid adding unrelated complaints that obscure which item and option need attention.
Confirm deductions before proceeding
The warehouse policy lists a CNY 5 service charge plus both domestic shipping legs for a change-of-mind return. It also says the seller’s original dispatch cost can be payable even where purchase shipping was described as free. For a wrong item or confirmed defect, ask support to establish responsibility and the actual costs.
Request an itemized explanation in the account’s billing currency: original item payment, proposed shipping deductions, service charge and expected refundable amount. Compare that explanation with the reason recorded in the application. A price shown on a discovery page cannot supply those missing figures.
Check the warehouse storage deadlines separately: a storage allowance and a return window answer different questions.
Keep a record of the agreed next step
Save the approval, any instructions, return tracking and receipt or inspection confirmation together. Follow the approved return instructions; do not independently send an item to an address copied from an old parcel label.
If eligibility is refused or the window has passed, ask support to explain the available resolution for that order. Record the answer without assuming that an exception will be granted. Once a refund is approved, move to a refund stage log so that return approval and payment arrival remain separate events.