Why is my refund less than the amount I paid?

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Help Center / Receiving Refunds

Why is my refund less than the amount I paid?

Last updated on Dec 22, 2025

If your refund amount is lower than the original payment, the discrepancy typically stems from partial refund agreements, non-refundable fees, or deducted costs. Below is a detailed breakdown of the common reasons and next steps:

1. Check if you requested a partial refund

First, verify your refund type via your order details page (go to "My Orders" > select the relevant order > "Refund History"):

- If you agreed to a partial refund (e.g., resolving a minor defect without full return) with our After-Sales team, or confirmed a partial refund via the platform, the amount will reflect this agreement.

- If you accepted a partial refund during dispute resolution (e.g., keeping defective parts for a reduced refund), the final amount will be adjusted accordingly.

2. Non-refundable fees deducted

The following costs are **not included in refunds** (charged by third parties, not our company):

- PayPal fees (processing fees for PayPal payments, retained by PayPal).

- Currency conversion fees (charged by your credit/debit card issuer for cross-currency transactions).

- Credit card transaction fees (charged by your bank or payment processor).

- Floating exchange rate differences (if the refund is processed at a different exchange rate than the original purchase).

*Note*: For details on these fees, contact your card issuer or payment provider (we cannot reverse third-party charges).

3. Deducted logistics/customs costs

If your package was returned to us (e.g., undelivered, customs rejection), related expenses may be deducted from your refund:

- Return shipping fees (incurred when the courier returns the package to our warehouse).

- Customs tariffs or clearance fees (charged by customs for failed delivery/return, passed to the sender).

4. Coupon/promotion exclusions

- Orders paid with promotional coupons: The coupon value is non-refundable (e.g., if you used a $50 coupon on a $500 order, the maximum refund is $450).

- Discounted amounts from coupon codes: These are not reimbursed, even for full order returns.

What to do if you still have questions

1. **Review your order details**: Confirm the refund breakdown (partial/full, deducted costs) listed in the refund confirmation.

2. **Contact our After-Sales team**: If the deduction is unaccounted for, provide your order number and a breakdown of the expected vs. received refund amount for clarification.

3. **Live chat support**: Use our online live chat for immediate assistance with refund discrepancies.

Important Note

All refund deductions are documented in your order details—we do not make arbitrary adjustments. If you believe the deduction is incorrect, provide proof (e.g., bank statements showing third-party fees, chat records of refund agreements) to our team for review.