FlyCloud Returns and Refunds Policy
Last Updated: January 2, 2026
1. Application for Returns/Refunds
1.1 Subject to the terms and conditions of this Returns and Refunds Policy and the User Agreement, the Buyer may apply for return of the purchased items (“Item”) and/or refund within the FlyCloud Guarantee Period.
1.2 FlyCloud Guarantee Service: The Platform assists Users in resolving transaction disputes. Before, during, or after a dispute arises, the Buyer and Seller may negotiate privately or seek redress from relevant local authorities on their own.
2. Eligibility for Return Application
2.1 A Buyer may only apply for a refund and/or return of the Item under the following circumstances:
- The Item has not been received by the Buyer;
- The Item is defective and/or damaged upon delivery;
- The Item received is incomplete (missing quantity or accessories);
- The Seller has delivered an Item that does not match the agreed specifications (e.g., wrong size, color, etc.);
- The delivered Item materially differs from the description provided by the Seller in the product listing;
- The Item received is counterfeit (only applicable to FlyCloud Mall Sellers);
- The Item received has physical damage (e.g., dented, scratched, shattered);
- The Item received is faulty (e.g., malfunctions, does not work as intended);
- A private agreement has been reached with the Seller, and the Seller has confirmed such agreement to the Platform; or
- Change of Mind (7-day unconditional return) (only applicable to designated categories and designated Sellers).
2.2–2.6 Process and Authority
- The Platform shall review each Buyer’s application on a case-by-case basis and determine, in its sole discretion, whether the application is approved.
- If required by the Platform, the Buyer must ship the Item to a location designated by the Platform within 10 calendar days after the return request is submitted.
- The Platform’s decision on refund/return approval is final and binding. The Buyer acknowledges and agrees not to initiate any lawsuit or claim against the Platform or its affiliates in connection with such decision.
- If the Buyer has commenced legal proceedings against the Seller, the Buyer may submit official documentation to the Platform to request the temporary freezing of the purchase funds. The Platform shall determine, in its sole and absolute discretion, whether to freeze such funds.
3. Rights and Obligations of Preferred Sellers
3.1 Preferred Seller status is granted by the Platform via separate written notice. A Seller who wishes to opt out of the FlyCloud Preferred Seller Program must notify the Platform in writing; otherwise, the Seller shall be deemed to have elected to continue participation and consented to the terms of this Returns and Refunds Policy. The Platform reserves the right to suspend or revoke any Preferred Seller’s status at any time in its sole discretion.
3.2 All refund/return decisions approved by the Platform pursuant to Section 2 above are binding on the relevant Preferred Seller. Preferred Sellers agree to comply and take all necessary actions to fulfill the Buyer’s approved refund/return request.
3.3 The Platform shall notify the Preferred Seller of approved returns via email (“Email Notification”) and arrange delivery of the returned Item to a Local Address (an address in the country where the Item was listed for sale on the Site) provided in writing by the Preferred Seller to the Platform.
- Failure to provide a Local Address or failure to accept delivery of the returned Item within a reasonable period (as determined by the Platform) shall entitle the Platform to dispose of the Item as it sees fit, and the Preferred Seller shall be deemed to have forfeited all rights to such Item.
- The Preferred Seller must notify the Platform within 7 calendar days of receiving the Email Notification (“Notification Period”) if the returned Item is not received. Failure to notify within the Notification Period shall constitute conclusive evidence of delivery and acceptance by the Preferred Seller, who agrees not to make any claims or raise disputes regarding such Item.
3.4 Notwithstanding the foregoing, the Platform may, in its sole and absolute discretion, determine that an Item approved for refund/return shall not be returned to the Preferred Seller, and the Preferred Seller shall be deemed to have forfeited all rights to such Item.
3.5 If a Buyer’s application is rejected and the Item has been delivered to the Platform, the Platform shall arrange for the Item to be returned to the Buyer’s address pursuant to Section 2 above.
3.6 A Preferred Seller may appeal the Platform’s decision by contacting the Platform and providing supporting evidence. If the Platform upholds the appeal, it shall disburse all or part of the purchase funds to the Preferred Seller. The Platform’s decision on the appeal is final and binding, and the Preferred Seller agrees not to initiate any lawsuit or claim against the Platform or its affiliates in connection with such decision.
4. Rules for Ordinary Sellers
4.1 For the purposes of this Returns and Refunds Policy, Ordinary Sellers are Sellers who are neither Mall Sellers nor Preferred Sellers.
4.2 Upon receiving a Buyer’s return/refund application, the Platform shall notify the Seller in writing. The Seller must respond to the application within the timeframe specified in the written notice (“Stipulated Period”).
- If the Platform receives no response from the Seller within the Stipulated Period, the Platform shall assume the Seller has no objection and proceed to assess the Buyer’s application without further notice.
- The Platform shall review each Seller’s response on a case-by-case basis and determine, in its sole discretion, whether the Buyer’s application is meritorious in light of the Seller’s stated circumstances.
5. Condition of Returned Items
5.1 To ensure a smooth return process, the Buyer shall return the Item (including all complimentary items and accessories) in the same condition as received upon delivery. The Buyer is advised to take photos of the Item upon receipt for record-keeping.
6. Liability for Return Shipping Fees
(a) If the return is due to the Seller’s fault (e.g., damaged, faulty, or incorrect Item delivered), the Seller shall bear the return shipping fee....
