Refund and Returns Policy

Return & Refund Policy
This policy outlines the terms and conditions for returns, exchanges, and refunds of products purchased from Faibuy (https://www.faibuy.com), including printing equipment, office supplies, and related consumables. By making a purchase on our platform, you agree to comply with the provisions below.

Overview

Our return and refund window is 10 days from the date of delivery. If more than 10 days have passed since you received your purchase, we cannot offer a full refund or exchange.

To be eligible for a return, the product must be unused, in the same condition as when you received it, and in its original packaging (including all accessories, manuals, and tags).

The following categories of products are non-returnable:

  • Perishable items (if applicable, e.g., special ink cartridges with short shelf lives that have expired due to improper storage by the customer).
  • Intimate or sanitary goods (e.g., disposable printer cleaning wipes).
  • Hazardous materials, flammable liquids, or gases (e.g., certain specialized printing solvents).
  • Additional non-returnable items:
    • Gift cards issued by Faibuy.
    • Downloadable software or digital products (e.g., printer driver installation packages).
    • Some health and personal care items related to office use (e.g., ergonomic office chair cushions with personalized adjustments).

To complete your return, you must provide a valid receipt, order confirmation email, or other proof of purchase. Please do not send returned products directly to the manufacturer; all returns must be processed through Faibuy.

Partial refunds will only be granted in the following situations:

  • Printers, scanners, or other equipment with obvious signs of use (e.g., scratches on the exterior, worn buttons).
  • Opened consumables (e.g., ink cartridges, toner bottles that have been unsealed, or printing paper packs with broken seals).
  • Products not in their original condition (e.g., missing accessories, damage caused by improper use, or modifications not approved by Faibuy).
  • Products returned more than 10 days after delivery.

Refunds

Once we receive and inspect your returned item, we will send you an email to confirm receipt. We will also notify you via email whether your refund request has been approved or rejected.

If approved, your refund will be processed within 3–5 business days, and the funds will be automatically credited back to your original payment method (e.g., credit card, PayPal, or bank transfer). The time it takes for the refund to appear in your account depends on your payment provider’s processing rules (typically 7–15 business days).

Late or Missing Refunds

If you have not received your refund within the expected timeframe, please follow these steps:

If you have completed the above steps and still cannot locate the refund, please contact us at service@zoao.com.cn with your order number and refund request details. We will assist you in verifying the status.

First, check your bank account or payment app (e.g., Alipay, WeChat Pay) again—some payment providers may have a delay in posting refunds.

Contact your credit card company or payment institution to confirm if the refund is in the “pending” or “processing” stage.

Sale Items

Only regular-priced products are eligible for refunds or exchanges. Products marked as “Sale,” “Discount,” or “Clearance” are non-refundable and non-exchangeable, unless the item is defective or damaged upon delivery (verified by Faibuy’s inspection).

Exchanges

We only offer exchanges for products that are defective, damaged, or have quality issues (e.g., a printer that fails to power on, ink cartridges that leak). Exchanges are limited to the same product model (no upgrades, downgrades, or substitutions to other items).

To request an exchange:

Once we receive and inspect the defective item, we will ship the replacement product to you within 3–5 business days. The shipping cost for the replacement will be covered by Faibuy.

Send an email to benson.cai@zoao.com.cn with your order number, photos/videos of the defective item, and a brief description of the issue.

After we confirm the eligibility, send the defective product to our return address: Room 1809, Building 1, Sany Southern Headquarters Building, Hengqin, Zhuhai, Guangdong, 519000, China (Zhuhai Zhuoao Trading Co., Ltd.).

Gifts

If the product was purchased as a gift and shipped directly to you:

  • You will receive a Faibuy gift credit equal to the value of the returned item once we confirm receipt and eligibility.
  • The gift credit will be sent to your registered email address and can be used for future purchases on Faibuy (valid for 12 months from the issue date).

If the gift was shipped to the gift giver first (and then forwarded to you):

The gift giver will be notified via email about the return and refund status.

We will process the refund to the gift giver’s original payment method.

Shipping returns

To return a product, please mail it to: Room 1809, Building 1, Sany Southern Headquarters Building, Hengqin, Zhuhai, Guangdong, 519000, China (Zhuhai Zhuoao Trading Co., Ltd.).

For high-value items (e.g., high-end printers over 5,000 RMB), we recommend using a trackable shipping service (e.g., SF Express with tracking) or purchasing shipping insurance. Faibuy is not liable for lost, damaged, or delayed returned items due to insufficient packaging or unreliable shipping services.

You are responsible for covering the shipping costs of returning the item. Return shipping costs are non-refundable. If your refund is approved, the return shipping fee will be deducted from the total refund amount.

The delivery time for returned items depends on your chosen shipping service and location (typically 3–7 business days in mainland China).

Need help?

For questions about returns, exchanges, or refunds (e.g., checking return eligibility, confirming refund status), please contact us via:

Phone: 86-192-9202-1801 / 86-137-0276-7652 (Mon – Fri, 9:00 AM – 6:00 PM, GMT+8)

Email: service@zoao.com.cn (response within 24 business hours)