Refund delayed after returning a purchase to China
For a valid statutory cancellation, reimbursement must be without undue delay. Ask a consumer adviser to confirm the refund deadline using the seller's collection offer, receipt of the goods and your evidence of dispatch, and how any warehouse inspection affects it. For business sourcing, contact Cambridge China Bridge.
Check that this is a consumer cancellation
This guide concerns an unwanted personal online purchase from a UK contracting seller, returned to its authorised address in China. Ask a consumer adviser to confirm whether the cancellation rules apply to your purchase, especially if it involved business use. Before applying this guide to stock bought for your business, obtain advice on the applicable refund terms and deadlines.
Keep the invoice identifying the seller, your cancellation message and its return instructions. Check that you have a valid statutory cancellation rather than only a voluntary return agreement. Our dispatch-deadline guide covers when to send the goods back; this guide addresses the refund delay afterwards.
Identify the event that starts the refund deadline
Where statutory cancellation applies, reimbursement must be without undue delay. Ask a consumer adviser to confirm the applicable deadline, taking account of any collection offer, when the seller received the goods and when you supplied evidence of having sent them back. Posting the parcel and supplying the evidence are separate events.
Record when you supplied the evidence and when the seller received the parcel, if known. Ask a consumer adviser to use those dates to confirm the refund deadline and assess any claimed delay for warehouse inspection or internal refund approval. Ask the seller to explain any disputed evidence specifically rather than accepting an open-ended inspection queue.
Supply evidence that connects the parcel to your order
Send a readable posting receipt or carrier collection record showing actual handover, its date and the parcel reference. Include the matching tracking record and the seller’s authorised return address. A purchased label or collection booking alone shows preparation, not that the carrier took the goods.
Put the order reference and return reference in the message. Save the attachments, sent message and submission acknowledgement, not just a screenshot of tracking. Ask the seller to identify anything it cannot read or match. Our personal-purchase return guide covers packing, address and customs preparation.
Challenge an inspection-only response in writing
Use a message such as: “I cancelled this personal order and returned it to your authorised address. I supplied evidence of dispatch on the date shown in the attached message. Please confirm the refund date calculated from that evidence, or explain specifically why it does not show that the goods were sent back. Please do not substitute your warehouse inspection date.” Attach the records rather than relying on earlier chat history.
Ask whether the seller disputes dispatch, the parcel’s contents or the refund amount. Request its evidence and calculation for any proposed deduction; see our opened or used goods guide. If it alleges missing or different contents, use our empty-box and wrong-item guide. Keep those allegations distinct from a general statement that inspection is pending.
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Escalate an overdue refund with the evidence attached
Send a formal complaint to the UK seller with the refund sought, cancellation record, authorised address, handover evidence and evidence-submission date. Ask for a written response by a stated date. For consumer advice, contact Citizens Advice in England or Wales, Advice Direct Scotland in Scotland, or Consumerline in Northern Ireland.
Ask the marketplace and your payment provider what dispute routes and submission deadlines apply, supplying the same evidence pack. If payment remains unresolved, ask a consumer adviser about a written demand before court action and the appropriate claim route. Court-claim processes differ in Scotland and Northern Ireland. Keep the complaint, replies and any payment confirmation together.
Frequently asked questions
Can the seller wait for its China warehouse inspection?
Ask a consumer adviser to confirm the cancellation refund deadline and whether inspection affects it. Provide any collection offer, the goods-receipt date and evidence of when you supplied proof of dispatch.
Does the refund deadline start when I post the return?
Keep the posting date separate from the date you supplied dispatch evidence. Ask a consumer adviser to confirm the refund deadline using those records, the seller's receipt of the goods and any collection offer.
What proof of posting should I send?
Send a dated carrier handover receipt or acceptance record with the matching parcel reference, tracking and authorised destination. Save evidence of when you supplied it to the seller.
What should I do if my cancellation refund is overdue?
Complain formally to the UK seller with your evidence and deadline calculation. Ask your marketplace and payment provider about dispute routes, and seek consumer advice about further action.