Refund and Cancellation Policy
Last updated 2026-11-09. This policy covers the shipping, freight and warehouse services requested through 1688 Warehousing. Each paid service is also governed by the quotation or invoice for it and by the terms of service.
1. Shipping and freight services
Before pickup or drop-off
A full refund, minus any processing fees.
After pickup
No refund of shipping costs once the shipment has been picked up or dispatched, because the shipping process cannot be reversed.
Lost parcels
Insured shipments are compensated according to the insurer’s assessment, up to the insured amount. Uninsured cargo is compensated at USD 6 per kg by air or USD 3 per kg by sea, up to USD 100 per shipment.
Damaged parcels
Damage in international transit is not covered by loss-only insurance. Tell us and the local delivery carrier immediately, with photos of the damage. Carrier deadlines vary, so do not wait. We help you file the carrier complaint or claim, but the carrier decides liability and any payment.
2. Warehouse services
Receiving, storage, photo checks and packing work are charged as quoted. A request to cancel or refund work that has been carried out, or storage time that has already run, is reviewed against the quotation or invoice for that work.
3. Cases that are not refunded
- Change of mind after the service has started.
- Customs seizure. The customer is responsible for compliance with customs and destination-country rules.
- Shipping costs once the shipment has been dispatched.
4. How to request a refund
- Contact us on WhatsApp, or send a request through the request form, and quote your request reference.
- Tell us the reason for the request.
- Include photos or other evidence where it applies, such as damaged or wrong items.
Our team reviews a request within 2 business days. Approved refunds are processed within 7 to 14 business days.
5. Disputes
If you are not satisfied with a refund decision, you can ask for it to be escalated to the management team. We aim to settle disputes fairly and promptly through direct communication. The governing law and jurisdiction for a paid transaction are set out in the terms of service.
