Kakobuy storage, returns and claims
The rules that decide whether you get your money or your goods back, and the four places where two articles set different deadlines.
The storage clock and its two starting points
Help 1 sets the rule: normal goods, bought or forwarded, are stored free for 100 days, about three months. On day 90 an email reminds you to submit. After day 100 without a waybill or a reply, the goods count as abandoned and are destroyed, with no further notice. Abnormal parcels (forwarded parcels nobody claimed or completed) get 60 days, counted from “Signed for”.
Where the 100 days start is where the articles part ways. Help 1 says the count starts at the status “in storage”. Help 120, the paid extension, says the free period begins when the status changes to “Ready for Shipping”. Between the two sits inspection and weighing, usually short but not always. Plan from the earlier one.
Help 1 also limits what storage protects: Kakobuy is responsible for keeping goods safe, not for their shelf life. Its own example is perishables, whose shelf life is only a month.
Filed by Kakobuy under Types of services › Shopping Agent Service · help 1, help 120
Extending storage: 10 yuan per 30 days, and a leftover 100
Help 120 prices the extension at 10 yuan per OG order per 30 days. You add it to the cart from My Warehouse with the OG number; the article gives a 24-hour confirmation target and says the message supplies the new expiry date. Check for that confirmation rather than assuming the request succeeded.
Help 120 describes a 30-day cooling-off process with submission restrictions and payment requirements. This is not a guaranteed extra storage allowance or recovery promise. Help 1 separately warns about disposal after the normal storage period. Check the actual item status and arrange shipment or an eligible extension before expiry.
Point 3 of help 120 says billing is in 30-day steps, then gives the example that entering “1” extends storage by 100 days. In June 2026 the same article charged 20 yuan per 100 days. The price line was updated; the example was not. The price line says 30 days per unit; have the resulting expiry confirmed for the actual order instead of relying on the inconsistent example.
Filed by Kakobuy under Value-added service › About Parcel Value-Added Services · help 120, help 1
Sending an item back to the seller: 5 days or 14
Help 51, reachable only from the footer, is the main returns article. The 5-Day Return/Exchange Guarantee is the seller’s policy on the third-party platform; Kakobuy relays it. You have 5 days, counted as 120 hours from the hour after the status changes to “Stocked in”. Custom-made items, items with tags removed at your request, second-hand goods, underwear and socks, food, adult products and goods from outside mainland China are excluded.
Cost: return shipping to the seller, plus the seller’s shipping back if it was not free, plus a service fee. The first return or exchange each calendar month is free for everyone except Prime members. After that, per month: 2 to 5 times, 5 yuan per return or 10 per exchange; 6 to 9 times, 10 or 20; over 10 times, 20 or 40.
Help 87, the cancellation ladder, gives a longer window for exchanges: 14 days from the Warehouse status, 5 days for returns. Do not treat the 14-day wording as an automatic extension of the five-day guarantee. Ask which provision applies to the item and request an eligible remedy promptly. The seller decides in every case.
Filed by Kakobuy under Types of services (footer link) and Shopping Agent Service · help 51, help 87, help 78
Signing for the parcel: 2 days, 72 hours, or both
Help 54 is the receipt notice. Before you sign, check the outer box, the seal, and whether the weight feels wrong. Inspect in front of the courier, note any problem on the receipt, or refuse the parcel.
Then the two deadlines. Point 3: if the parcel was not checked in front of the courier and is damaged or short, keep the box and tape, and report to the local post office within 2 days, “according to the delivery time of the logistics provider website”. Point 4: report the abnormal parcel to Kakobuy support within 72 hours. Help 33 repeats both in one list, and the registration protocol (help 40) repeats the 72 hours.
Point 5 is the one people miss: normal receipt ends the whole process, and Kakobuy is not responsible for anything after it. Open the parcel the day it arrives.
Filed by Kakobuy under After-Sale Service › Tracking; Abnormal products · help 54, help 33, help 40
Who pays when something is lost or broken
It depends on where it happened.
- In the warehouse: purchased goods are refunded at the original price; forwarded goods need proof of purchase and are capped at 5,000 yuan per transfer order (help 112).
- In transit, uninsured: Kakobuy is not responsible for loss or damage by third-party carriers but will help you claim. No claim is accepted for customs confiscation, wrong address or failed clearance, fragile items, parcels tracked as delivered to the correct address, or force majeure (help 113).
- Fragile goods: if the carrier classes the item as fragile, all losses are yours (help 34). Reinforcement with air-column bags is 10 yuan per item (help 119).
- Quality faults later: within warranty, Kakobuy will contact the maker for free, but you pay return shipping and need the warranty card and receipt (help 33).
Filed by Kakobuy under After-Sale Service › Insurance Policy and Compensation Rules · help 112, help 113, help 34
What Kako Insurance adds
Help 123 (created May 2023) describes three covers bought together when you submit the parcel. Delay: if the parcel exceeds 30 or 40 days from shipment, depending on the route, the article describes a 20% shipping-fee benefit, subject to the applicable route criteria and exclusions. Customs hold and loss or damage: compensated per route criteria, shown behind the green icon under each route.
The cap is the actual shipping fee plus the actual value of the goods, up to the insured amount, minus any delay payment already made. Exclusions: delays from epidemics, weather or conflict; delays or holds caused by the recipient not cooperating with customs or not paying tax; and parcels returned or destroyed because the recipient did not collect. Kakobuy’s own tutorial parcel list shows insurance as a separate line per parcel, next to the packaging fee.
Filed by Kakobuy under Distribution › Submit Parcel · help 123
A return is accepted, but the balance has not changed
Identify which stage is complete: permission to return, dispatch back to the seller, seller receipt or refund processing. A message accepting the request does not establish that every later stage has finished. Retain the original commodity order, the return reference and the agreed costs so support can trace the same case.
When a refund appears, compare its amount with the confirmed deduction and check where it was credited. An order refund to the Kakobuy balance and a withdrawal of unused top-up funds are different processes. The payment and refund guide explains that distinction; do not treat a wallet credit as proof that your bank has already been repaid.