Three situations, three rules.
1) We could not buy the item (out of stock, seller cancelled, price changed and you declined): full refund to your BopoBuy wallet balance.
2) After the item is shelved in our China warehouse you have 5 days to request a return or exchange from the order or warehouse page. If the item is wrong, damaged or counterfeit, the seller covers it and you are refunded in full to your balance. If you simply changed your mind, you can still return it but you pay the return costs: ¥5 per SKU + ¥10 handling + the seller's China-domestic return shipping. Customised or made-to-order items and used (second-hand) items cannot be returned. A return request is reviewed by our purchaser with the seller — it is not an instant refund.
3) After the parcel has shipped internationally: keep your unboxing video as evidence and contact support@bopobuy.com with the parcel number. Loss or damage in transit is handled under the shipping line's terms and any insurance you added at the parcel step. Refunds go to your BopoBuy wallet balance, which you can spend at checkout or withdraw back to the account you paid from (withdrawals are reviewed through a support ticket). Unpaid orders are cancelled automatically after 72 hours.