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Refunds and Returns


To make sure our service had the most quality to serve you, we do not honour cancellation or refund once your order had placed.



XpressGate will refund the amount of your product if we meet the following situation:

  • The product you choose and want to purchase had out of stock
  • The product you choose and want to purchase is a restricted item.
  • The product that you had placed order do not reach at our hub in 14 days, from the day the seller declares shipped status. ( Disputation will having with seller to get acknowledges)

Handling fees refunding

XpressGate will refund the full amount of Handling Fee to user if following condition:

  • We could not fulfil the service of purchasing the product from Taobao and Tmall
  • All items of the order is Out of Stock
  • All items of the order is Restricted Items
  • All items of the order do not appear in the hub within 14 days after seller declare shipped status.


Methods of Refunding

We will refund the total amount of the product or all fees to you by following method

  • Banking Transfer
  • Cheque (If user do not provide bank account)
  • Cash Deposit.



XpressGate do not responsible and provide return service for ALL the product that had purchased by XpressGate. XpressGate will only provide delivery carrier contact and seller detail for user to arrange their own return procedure.








Missing and Broken Items

XpressGate highly requests all the user to check the content of the parcel that had delivered to user before signing the shipping bill. If user do not receive the parcel while the shipping status had display received within 24 hours, please immediately contact with XpressGate.

If user found any broken product, XpressGate highly recommend user to take photo immedialy and send it back to XpressGate for further investigation. If XpressGate had responsible to the user losses, we will arrange refund or replace of the product.

User should take the pictures or print screen of any above status and report to XpressGate. We will make further investigation to recover your loss and service mistake.