First identify the order stage
The ZentBuy help entry labelled “Cancel Order” opens a detailed rule for no-reason returns after an item reaches the warehouse. That is different from stopping an order before the seller ships it. Open the order record and confirm whether it is awaiting purchase, with the seller, “Warehoused” or already submitted for international shipping before choosing a request.
Count five days from “Warehoused”
For an eligible no-reason return, ZentBuy’s rule gives five days, or 120 hours, after the “Warehoused” status. Its clock begins at the next full hour. The seller must accept returns, the item must still be fit for resale and the warehouse period must not have passed that window. Submit the request while the item is still at the warehouse and wait for approval before assuming it is cancelled.
Check exclusions before requesting a change of mind
The rule names examples that may not qualify: custom-made goods, secondhand items, overseas purchases, underwear, adult products and food. Removing tags, opening sealed packaging or losing accessories can also affect eligibility. Seller-specific restrictions still matter. Read the live item’s terms and keep its packaging intact until the outcome is clear.
Estimate the refund after costs
For a buyer-initiated warehouse return, the rule lists the return shipment to the seller, the original shipment from seller to warehouse and a ¥5 service fee. A seller may deduct original freight even when the listing was advertised as free shipping. A wrong colour, wrong size or visible defect caused by the seller should be described with the order record and inspection photos, because the reason can affect who bears the cost. Ask support for the approved net refund before proceeding.
Make the request easy to review
Before opening a request, save the item’s order number, purchase option, current status and warehouse arrival time. For a change of mind, state that clearly and check whether the item is still sealed, tagged and complete. For a seller error, identify the exact mismatch: for example, the order says one size while the warehouse label shows another. Attach the relevant inspection angle instead of a large set of unrelated images.
Ask support which party must approve the return, where the item will go and what amount you would receive after each deduction. Keep the approved calculation and the return tracking record. Submitting a request within the window does not by itself mean that the seller has accepted it or that the money has already been refunded.
Use the terms of the place where you paid
This five-day rule is a ZentBuy order policy. A product page in this catalog opens another site for ordering; its own cancellation, return and refund terms control any purchase you make there. Check those terms before payment and save the selected option and order summary.