Identify the problem and the current stage
Start with the order status and the reason for the request. Cancelling before seller dispatch, returning an item already in the warehouse and reporting damage after international delivery are different situations. The information needed and the available remedies may differ. Use the relevant order or parcel record when contacting support.
Describe the issue factually: wrong selected colour, missing component, visible damage or a change of preference. Save the selected variant and the relevant images. A clear description helps distinguish an established mismatch from a question that still needs inspection.
Read the five-day rule with its conditions
The official return page describes a five-day warehouse-stage return or exchange framework, but it is not an unconditional promise for every product. Seller acceptance, category, item condition and the timing of the request all matter. The page lists exclusions, including some customised or personal-use goods and items whose packaging or labels have been removed.
Check the actual deadline in the order as soon as the item is stored. Do not wait for the normal 100-day storage period to end: storage and return eligibility are separate clocks. If the stated return period has passed, ask what is possible without assuming the seller must accept the item.
Preserve the condition needed for a remedy
Keep labels, packaging, accessories and any protective seals while a return is being considered. Avoid asking for repacking or label removal until the decision is resolved. This is particularly important when the seller requires the goods to remain suitable for resale or when sealed packaging has special conditions.
For a visible defect, save a clear view of the issue and the wider item. For an incorrect variant, keep the order selection and the identifying label or colour view. Do not alter photos to exaggerate an issue. Evidence should make the actual mismatch easy to understand.
Ask for the cost and refund path
A return can involve domestic postage, service charges and seller confirmation. The official rules distinguish different reasons and circumstances, so a statement such as “returns are free” is too broad. Ask which costs apply to this order and who bears them before authorising the next step.
The return request, seller approval, physical return and credit of the refund are separate events. The official page describes refunds to the Kakobuy account balance in relevant cases. Do not assume that a balance credit means the same amount has already reached your bank or payment provider; confirm any separate withdrawal process through the account.
Use the delivery-issue process when appropriate
If the problem is discovered after international delivery, keep the outer box, seals, shipping label and evidence of the contents. The official receipt guidance describes reporting relevant problems to the local carrier within two days and abnormal parcels to Kakobuy within 72 hours of receipt. Check the current requirements for your route and act promptly.
Maintain a simple case record with the order or parcel number, the requested remedy, the evidence sent and the latest response. This keeps follow-up focused and helps you see which step is pending. It supports a clear request but does not guarantee seller approval, compensation or a fixed refund date.
| Stage | Evidence to keep |
|---|---|
| Request | Reason, order number and supporting images |
| Approval | Seller or purchaser response and conditions |
| Return movement | Return instructions and tracking when available |
| Refund completion | Credited amount, destination and any deductions |
Practical checklist
- Check the order stage and the actual return deadline.
- Keep tags, packaging and accessories intact.
- Ask for postage, service costs and the refund destination.
- Use prompt carrier and Kakobuy reporting for delivery damage.