📦 How to Return an Item

If an item is not as described, is damaged, or you need to cancel an order, Gaijinmall provides a clear process to ensure a fair resolution for all parties.

1. Order Cancellation

If you and the seller agree to cancel an order before it has been shipped, the process is simple.

• The buyer should contact the seller directly to request a cancellation.
• Only the seller can officially mark the order as canceled in their dashboard.
• If successful, the Gaijinmall admin will process a refund according to your payment method.

2. Initiating a Return

If you need to return an item after you have received it, you can start the process directly.

1. Mark Item as Returned: From your order details page, click the button to mark the item as returned.
2. Order Ends: Once you mark the item as returned, the order will be officially ended.
3. Gaijinmall Takes Over: Gaijinmall will then contact the vendor and will process a refund for the buyer if everything goes well.

3. Mediation Process

If a solution cannot be reached between you and the seller, Gaijinmall can step in to help.

• If no solution is reached within 7 days, either party may request Gaijinmall to mediate.
• Our team will review the evidence provided in the dispute form and take action to help resolve the issue.

🆘 Need Help?

If you have questions about the return process or need to report an issue, please visit our Contact Support page for assistance.