Change By Weight may update these rules at any time. The latest version will always be available on the official website and takes effect immediately.
If you do not accept these rules, you are considered to have given up the right to use Change By Weight’s services.
All buyers and suppliers automatically accept these rules by using Change By Weight’s services.
Suppliers may publish their own Return & Refund Policies on product pages.
If the supplier’s policy conflicts with Change By Weight’s policy, Change By Weight’s policy will apply.
Buyers must submit after-sales requests within 15 days of delivery, unless a different period was agreed upon between the supplier and Change By Weight.
If this time limit is exceeded, the supplier may refuse any after-sales service.
Before an order ships, buyers may request cancellation using the “Contact Us” button in the buyer center.
Some suppliers do not allow cancellations before shipping; this depends on the supplier’s policy.
The supplier must accept or reject the cancellation request within 3 business days.
If a supplier cannot ship the order within the stated processing time (for example, due to no stock), the supplier may cancel and refund the order.
If goods arrive damaged or broken and the buyer submits valid evidence, and a return is required:
The supplier must provide a prepaid return label within 3 business days.
The supplier must issue a refund once the return shows “in transit” on the tracking website.
Change By Weight does not require suppliers to accept remorse-based returns.
The supplier may choose to accept or reject them according to their policy.
If the supplier accepts a remorse return and charges a restocking/repacking fee, the fee cannot exceed 35% of the total order value.
Change By Weight does not require suppliers to offer warranties or follow any specific warranty processes.
When a refund or redelivery is approved (based on supplier or Change By Weight policy):
Refunds must be issued within 3 business days.
Redeliveries must be arranged within 5 business days.
Buyers must provide valid evidence (photos, videos, etc.) when submitting after-sales requests.
If evidence is not provided within the allowed period, the supplier or Change By Weight may reject the request.
Change By Weight will make the final decision on whether the evidence is valid.
If the request is made after the processing time ends → Change By Weight will refund.
If the request is made within the processing time:
Supplier has 3 business days to accept or reject.
If the supplier does not respond within 3 business days → Change By Weight will refund.
Supplier has 10 business days to accept or reject the buyer’s request.
If the supplier does not respond → Change By Weight will refund.
If a package is returned to the supplier while in transit:
For refunds → Supplier must refund within 3 business days.
For redelivery → Supplier must ship again within 5 business days.
If the package is destroyed and the buyer provides proof (e.g., screenshot from the logistics website):
Supplier must refund within 3 business days, or
Redeliver within 5 business days.
If the buyer enters incorrect delivery details, they must contact the supplier or Change By Weight immediately.
Corrections or cancellations are not guaranteed.
If the order has already shipped, the buyer must contact the logistics company directly.
If the order is delivered to the wrong address:
Buyer may choose to return the goods at their own expense.
If goods are returned in good condition:
Supplier must refund within 3 business days, or
Redeliver within 5 business days (buyer pays the redelivery fee).
If the order cannot be corrected or returned, the buyer bears the loss.
(Significant damage, not as described, missing/wrong items, quality issues)
Buyer must provide clear evidence.
Supplier must review the evidence within 3 business days.
If the evidence is unclear, the supplier/Change By Weight may reject the request.
If evidence is valid:
If return is required → Supplier provides prepaid label within 3 business days, refund once tracking shows “in transit”.
If no return is needed → Supplier refunds within 3 business days.
For redelivery → Supplier must ship within 5 business days.
If item is out of stock, supplier may refund instead.
If the tracking number is invalid and the supplier does not provide a correct one within 4 business days, Change By Weight will refund.
If there is no tracking update for 7 business days after label creation, the buyer may request a refund.
Supplier must refund within 3 business days.
(Not applicable during holidays, pandemics, abnormal weather, etc.)
If the order is 10+ days past the estimated delivery date with no valid tracking update:
Buyer may request a refund.
Supplier must refund within 3 business days.
(Not applicable during holidays, pandemics, abnormal weather, etc.)
During holidays, pandemics, severe weather, or other unusual events:
Buyers should contact Change By Weight or the supplier through the platform.
Change By Weight will assist and provide a decision within two weeks.
If the buyer is not satisfied with the supplier’s solution:
The buyer must open a dispute with Change By Weight for assistance.
