1. Non-Returnable Items
Special Notice for Traditional Chinese Medicine Products
Due to the special nature of Chinese herbal medicines and related health products, which may have both food and medicinal characteristics and may be affected by storage conditions, hygiene, and resale restrictions, the following products are not eligible for return or exchange once they have been shipped or delivered, unless there is a quality issue:
- Chinese herbal materials, including herbs, prepared herbal slices, flowers, roots, rhizomes, resins, and similar products
- Chinese patent medicines, oral health supplements, herbal teas, and other edible products
- Sealed products that are easy to open or may be contaminated after opening
- Products that deteriorate, become damp, or are damaged due to improper personal storage
Please understand that many TCM products are intended for oral use or external application. Once opened or unsealed, product safety and hygiene can no longer be guaranteed, and such products cannot be resold.
2. Eligible Returns or Exchanges
Quality-Related Issues
We are responsible for the quality of the products we provide. If any of the following issues occur, we may offer a return, exchange, replacement, or other appropriate solution:
- Wrong item shipped, such as a product that does not match your order
- Serious damage, leakage, or contamination caused during shipping
- Obvious product quality issues, such as mold, unusual odor, or insect damage
- Abnormal product shelf-life issues, such as an unusually short remaining shelf life upon receipt or incorrect labeling
If you encounter any of the above issues, please contact us within 48 hours after receiving the package and provide the following information:
- Order number
- Photos or videos of the affected product
- Evidence of damaged outer packaging, if the issue is related to shipping damage
- Photos of the complete package and product packaging
After verification, we will provide an appropriate solution, such as a refund, replacement shipment, or partial compensation.
3. Return & Exchange Process
- Submit a request
Please submit your return or exchange request through our customer service email or website contact form. - Review and confirmation
We will review your request within 1–3 business days and inform you whether the item is eligible for return or exchange, along with the applicable solution. - Return shipment, if required
Please do not return any item before receiving our approval. Packages returned without authorization may be refused.
The return address will be provided after your request has been approved. - Refund or replacement
After we receive and verify the returned item, we will process the refund or arrange a replacement shipment within 3–7 business days.
4. Shipping and Customs Notice
For Cross-Border Orders
Some orders may involve international shipping. Delivery delays or customs clearance issues may occur due to reasons including, but not limited to:
- Customs inspection, detention, or import restrictions
- Incomplete recipient information
- Local policy restrictions on the import of Chinese herbal or TCM-related products
TCMBUY is not responsible for force majeure risks caused by policy restrictions, customs regulations, or import controls.
If customs duties, clearance documents, or additional information are required, the recipient is responsible for handling and cooperating with the relevant requirements.
5. Refunds Without Return
Special Circumstances
In certain cases, we may offer a partial or full refund or compensation without requiring the product to be returned, including:
- Missing weight, missing items, or incomplete shipment
- Minor product damage that does not affect normal use
- Seasonal products affected by shipping delays, such as certain flower tea products
Whether the product needs to be returned will be evaluated by our customer service team based on the specific situation.
6. Order Cancellation Policy
- Orders not yet shipped: eligible for a full refund.
- Orders already shipped: cannot be canceled and must be handled according to our return policy. Please note that most TCM products are not returnable.
7. Refund Processing Time
- PayPal / credit card refunds: usually processed within 3–7 business days. The actual time for the funds to appear may vary depending on the bank or payment provider.
- Other payment methods: processing times may vary depending on the relevant payment provider.
8. Contact Us
For return or exchange requests, order inquiries, or after-sales support, please contact us through the following methods:
- Customer service email: [[email protected]]
- Website contact form: tcmbuy.com/contact
- Business hours: Weekdays, 10:00–18:00 (UTC+8)
We will do our best to provide professional and timely after-sales support.