Refund and cancellation policy

Last updated 14 October 2026

Refund and cancellation depend on what has already been approved, purchased, received, prepared, shipped, or paid to a third party.

The recoverable amount depends on the exact stage, completed work, supplier response, carrier status, and third-party costs. Supplymo confirms these facts before stating an outcome.

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In short

The policy in three lines

Before we pay a supplier: full refund, less any bank fees on the transfer.After we pay a supplier: we recover what the supplier returns and pass it on to you, less costs already spent such as China freight. Our service fee is normally not refunded at this stage.If our check missed a defect: we replace or refund the affected units.

Operating entity: United Profit Import and Export Co., Ltd.
Unified Social Credit Code: 91330782MAE50WWN6A

Refund stages

The current stage controls the review

1
Before quote approval
No supplier purchase committed
The request can stop at no cost. Quotes are free and no supplier purchase has been authorized.
2
After approval, before supplier purchase
Refunded in full
The goods payment and the service fee are refunded in full. Only bank fees on the transfer may be deducted. Refunds are paid at the exchange rate used for your payment.
3
After supplier purchase
Supplier-dependent
Supplier terms, stock status, return acceptance, China freight, and committed costs control what can be recovered.
4
After receiving or prep
Completed work normally retained
Receiving, inspection, photo, label, repack, storage, or other completed work is normally non-refundable. If our arrival check misses a problem it should have caught, we replace or refund the affected units.
5
After outbound shipping
Carrier and official rules apply
Carrier, customs, destination, return, and insurance rules control the remaining options.

Principles

How the policy works in practice

Quote-first reduces early cancellation risk

No supplier purchase is authorized before the written quote is approved and the required payment is recorded. If an order is cancelled before we pay any supplier, the service fee is refunded in full.

Money already spent is shown, not guessed

If money has already gone to a supplier, a warehouse, a carrier or customs, we show you the receipt for it. Only those costs are kept back.

Every decision needs a written stage record

Supplymo states what was approved, completed, committed, recoverable, or still awaiting a third-party decision.

Refund factors

Changes that can affect the refund

A cancellation request is reviewed against the written quote, approval record, supplier order, warehouse work, and shipment evidence.

Supplier cancellation, price change, shortage, defect, or return refusal
Completed purchasing, inspection, warehouse, prep, or shipping work
Bank, currency, carrier, duty, tax, and third-party fees
Incorrect buyer information, late approval, restricted goods, or destination rejection

After delivery

Problems found after the goods arrive

Report it within 7 days

Tell us within 7 days of delivery. Send photos of the goods and of the outer cartons with your order reference. An unboxing video helps, but it is not required.

Lost or damaged in transit

We help you file the claim with the carrier and send them the evidence we hold, such as our packing photos and shipment records. The carrier decides the claim. We do not pay it in advance.

Cargo insurance

Cargo insurance is optional. If you want it, we offer it on the quote with its price, before you pay.

What the free arrival check covers

When your goods reach the partner warehouse, the free check looks at:

Quantity
Style and colour against your order
Visible defects
Packaging

Function tests are a paid extra, quoted before you pay. A functional or hidden defect is not a missed check unless you bought a function test for those goods.

If our check missed a problem

We refund the goods value of the affected units plus the service fee we charged on them. If the goods have to be sent again because of the missed check, we pay the international freight for the re-shipment.

What this does not cover

These are outside the missed-check promise:

Custom goods made to a spec you approved
Errors in specs you gave us
Goods held by customs
Carrier delays

Returns and storage

Supplier returns, storage and refund payment

Returning goods to a supplier in China

When the fault is the supplier's, the supplier pays the domestic freight for the return. Otherwise you pay it.

When a 1688 seller refuses

If a 1688 seller refuses a return or exchange, we negotiate with them on your behalf. We can't guarantee the result.

Storage

Storage is free for up to 30 days, which is the longest we hold goods. Plan for your goods to ship within that time. We remind you a week before day 30. If your goods can't ship by then, we agree the next step with you before anything is charged or moved.

How refunds are paid

Refunds go back to the account you paid from, by WorldFirst bank transfer. We send them within 5 business days of confirming the refund with you. We can't send a refund to a different account.

Request a review

How to request a review

Contact bobby@supplymo.com with the quote, order or shipment number and explain the requested cancellation or refund. Supplymo will state the current stage, committed costs, evidence, and available next action.

Include these details

Quote, order or shipment number
What you want to cancel or change
Reason for the request and when it was noticed
Relevant supplier messages, photos, tracking, or payment evidence

Contact support

FAQ

Refund and cancellation FAQ

For a specific order, contact support with the reference so the current stage can be verified. Contact support

Can I cancel before approving a quote?

Yes. The quote is free and no supplier purchase has been authorized. Supplymo will confirm whether any separate paid work was already requested or completed.

When is the service fee refunded?

The service fee is charged per order as a percentage of the goods. If the order is cancelled before we pay any supplier, the service fee is refunded in full. After a supplier purchase the fee is normally not refunded because it covers sourcing and coordination work already done. Supplier payments and other costs follow the stages on this page.

Can I get a refund after the supplier is paid?

It depends on the supplier’s cancellation or return decision, stock or shipment status, China freight, and other committed costs.

Are warehouse work or shipping costs refundable?

Completed receiving, inspection, photos, labels, repack, storage, and outbound shipping are normally committed. Carrier or third-party terms may control the remaining options.

What if your check missed a defect?

That is on us. We refund the goods value of the affected units plus the service fee we charged on them. If the goods have to be sent again because of the missed check, we pay the international freight for the re-shipment. The free check covers quantity, style and colour, visible defects and packaging. Hidden or functional defects count only if you bought a function test.

How long do I have to report a problem?

Tell us within 7 days of delivery. Photos of the goods and the outer cartons are enough to start. An unboxing video helps but is not required.

Where does my refund go?

Refunds go back to the account you paid from, by WorldFirst bank transfer. We send them within 5 business days of confirming the refund with you.

How do I request a cancellation or refund?

Send support the reference, requested change, reason, and relevant evidence. Supplymo will reply with the recorded stage, committed costs, and available next action.

Next step

Ask before approving if a cancellation boundary is unclear

If a cancellation boundary is unclear, ask before approving the quote or authorizing supplier purchase.

Contact support →Read terms