Agent returns and exchanges: Superbuy and JoyaGoo deadlines
You get about five days after your item reaches the warehouse. Here’s what a return costs and when sellers say no.
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Agent returns and exchanges happen inside China. You request one at your agent, the agent asks the seller and, if the seller agrees, sends the item back. Superbuy and JoyaGoo both give you 5 days (120 hours) to ask, as of October 2026. Superbuy counts from when your item is stocked in at the warehouse. JoyaGoo counts from QC completed, when the photos of your actual item (QC photos) are ready.
Unless the seller made a mistake, you usually pay the China shipping and maybe a small fee. Once your parcel ships internationally, a normal return is off the table. So check your QC photos as soon as they arrive.
How agent returns and exchanges work
- Check your QC photos and decide: keep it (GL, green light), or send it back or swap it (RL, red light). Saying RL on Reddit doesn’t start anything.
- Open the order at your agent. On Superbuy: My Orders, Purchasing Orders, Return/Exchange, then Return/Refund or Exchange. On JoyaGoo: click return/exchange next to the order.
- Pick the reason that matches what happened.
- Your agent asks the seller. Superbuy says it responds within 48 hours, but the seller has the final say.
- If the seller agrees, the item goes back. On Superbuy, Returning means it’s on its way to the seller, and Returned means the refund is in your Superbuy balance.
Superbuy says a return and refund usually takes about 15 days once it sends the item back, and an exchange about 7 to 20 days (Return/Exchange Guarantee).
Ordered the wrong size and the seller hasn’t shipped yet? Ask right away: Superbuy can ask the seller to change the order, and a return request costs nothing at that stage.
Deadlines and fees at Superbuy and JoyaGoo
| As of October 2026 | Superbuy | JoyaGoo |
|---|---|---|
| Window | 5 days (120 hours) after Stocked in | 5 days (120 hours) after QC completed |
| Fee per request | First return or exchange each month free, then from ¥5 per return or ¥10 per exchange | About $0.75 shipping and service fee per return |
| China shipping | Seller pays for quality issues, otherwise you | Seller pays for quality issues, otherwise you |
| Refund goes to | Your Superbuy balance | Your JoyaGoo balance, minus return shipping and handling fees |
Superbuy wants enough balance to cover return shipping and the fee when you request. JoyaGoo takes return shipping and handling fees out of your refund. At Superbuy, returns the seller caused don’t use up your free one, and the fee rises the more you request. Details: Superbuy’s rules, JoyaGoo’s return policy and fees.
Past the window, Superbuy can still ask the seller but can’t promise anything, and JoyaGoo doesn’t accept late requests. Waiting for other items eats into those five days, and don’t assume extra photo requests pause them.
Who pays the shipping
Superbuy’s formula is shipping back to the seller, plus shipping from the seller, plus the service fee. Without a quality issue you pay it, so plan on paying China shipping both ways. At both agents, the refund is based on the item price you actually paid.
Red light returns: seller mistake or change of mind
Your agent can only send an item back when the seller agrees. Your best case is a problem the seller caused:
- Wrong item, colour or size label.
- Visible damage: holes, stains, open seams, broken zips or parts.
- Missing parts that the listing includes.
“Doesn’t fit” or “changed my mind” is a no reason return. It’s covered when the seller offers returns, the item is still resalable and you’re inside the window, and you pay the shipping. Otherwise your agent can only ask. Next time, compare measurements before you order with our size chart guide.
Usually not returnable
- Custom made, second hand, underwear and socks, and anything the seller excludes.
- Items you had changed at the warehouse: tags or labels cut, packaging or accessories removed, or items discarded.
- Opened sealed packaging, and new sneakers whose anti theft clasp or anti damage sticker was cut or removed.
Superbuy’s standard inspection doesn’t cover small colour differences or loose threads, so a seller may not see them as defects.
How to write a clear return request
Your agent passes your request to the seller, so make it easy to say yes:
- What you ordered: colour and size.
- What’s wrong, and which QC photo shows it.
- What you want: a refund, or which size or colour to swap to.
- A request to confirm the total cost first.
After your parcel ships
Superbuy’s after sales policy rules out no reason returns once items leave its warehouse. If its standard inspection should have caught the problem, it will work out compensation with you, if you report it within 7 days of tracking showing Delivered, unused and with the packaging intact. Anything else means asking the seller and paying all shipping both ways yourself.
On JoyaGoo, apply for after sales service in your parcel, with photos of the packaging and items, within 7 days of confirming receipt.
Customs seizures aren’t a return case either. Items with fake logos are trademark infringement, customs can seize them, and in some countries, like France, even buying them is illegal.
Checklist before you request
- I’m inside the five day window.
- The problem shows clearly in my QC photos.
- I know who pays the shipping and any fee.
- I know where my refund goes.
Still choosing an agent? Our Superbuy vs JoyaGoo guide compares fees, storage and shipping for both.
Questions?
How do I return an item on Superbuy?
Go to My Orders, Purchasing Orders, click Return/Exchange and choose Return/Refund within 5 days of the item being stocked in. The seller has to agree.
How many days does JoyaGoo give you to return an item?
5 days (120 hours) after the order status changes to QC completed, as of October 2026. The same window covers exchanges, and later requests aren’t accepted.
Who pays return shipping when you return through an agent?
The seller pays if the item has a quality issue. Otherwise you pay the China shipping, often both ways, plus any agent fee.
Does a return refund go to my card or my agent balance?
To your agent balance, based on the item price you paid. JoyaGoo takes return shipping and handling fees out first, and Superbuy lets you withdraw your balance to the account you topped up from.
Can I return an item after my parcel has shipped?
Not as a normal return. Superbuy only works out compensation for problems its inspection should have caught, reported within 7 days of delivery, and JoyaGoo’s after sales window closes 7 days after you confirm receipt.
Can I exchange for a different size through my agent?
Yes, if the seller agrees and you’re inside the 5 day window. Superbuy says an exchange usually takes about 7 to 20 days after it sends the item back.