Refund Policy

1. What You May Be Charged

There are three possible charges, and only the second is paid before we have done anything. (a) Purchase quote from a product link you provide — free, no charge at any point. (b) Sourcing deposit of $10 (USD) — charged only when you ask us to find a product and no product link is available. It is not payment for the goods. It is credited in full toward your BuyTCN purchase service fee when you place an order. (c) Service fee and purchase amount — confirmed with you in an itemised quote before any charge is made, and charged only after you approve that quote.

2. Our Refund Commitment

We refund in the following situations. Nothing on this page is a blanket guarantee that any payment is refundable, and no sourcing deposit is automatically refundable: each case below depends on what actually happened on your request.

• Duplicate or erroneous charge — a full refund of any billing error, including a duplicate charge. No conditions.
• Service we could not perform — if you paid for work and we did not perform it, we refund the amount for the unperformed work, less any amount already committed to a supplier on your instruction, which we will show you.
• Sourcing deposit where nothing suitable was found — if we cannot find anything suitable, you choose: keep the $10 as credit toward a future order, or receive a refund of the $10 deposit.
• Verified prolonged failure on our part — where an error on our side prevented performance for more than 72 hours, we refund the affected amount, or issue a credit if you prefer.
• Statutory rights — if the law applicable to you grants withdrawal or refund rights (for example a 14-day right of withdrawal in the EU or UK), those rights are preserved and are not limited by this policy. Where they apply, they override the exclusions in Section 4.

3. How to Request a Refund

1. Email us at services@buytcn.com from the address you used to contact us.
2. Include your request ID or transaction ID, the amount, the date, and what you believe is wrong.
3. We acknowledge within 2 business days.
4. We decide and process eligible refunds within 5–10 business days of approval.

Refunds are returned to the original payment method. If a refund cannot be returned to the original method, we will tell you and agree an alternative with you in writing. Refunds are issued in USD.

4. What Is Not Refundable

Being clear about this before you pay is more useful than arguing about it afterwards. The following are not refundable:

• Fees for work already performed — including supplier research already carried out and supplier communication already undertaken. Subject to Section 2 above: if we charged you and did not perform the work, that part is refunded.
• Amounts already paid by us to a supplier for goods you instructed us to order, where the supplier's own policy does not allow cancellation or return. We will show you the position before we stop work.
• International shipping costs already incurred after dispatch.
• Import duties, customs charges and destination-country taxes.
• Our minimum service fee, where supplier research has actually been performed on a small order.
• Accounts closed for violation of our Terms of Service or Acceptable Use Policy.

5. Billing Errors and Chargebacks

If you believe a charge is wrong, contact us at services@buytcn.com before disputing it with your bank. Include your request ID or transaction ID, the amount and the date. We respond within 2 business days and resolve confirmed billing errors within 5 business days. Contacting us first is almost always faster than a chargeback, and it lets us correct the problem rather than freeze the transaction. If we cannot resolve it, you retain every right to dispute the charge with your bank or card issuer.

6. Payment Processing

Payments are processed through Waffo Pancake's hosted checkout. Card data is entered through the payment processor's hosted checkout and is not stored by BuyTCN. We do not store your full card number. If you do not recognise a charge on your statement, contact us at services@buytcn.com and we will identify the transaction with you.

7. Contact

Refunds, billing questions and cancellation requests all go to the same monitored inbox: services@buytcn.com. Include your request ID where you have one — it lets us find the transaction immediately. You can also reach us on WhatsApp at +86 153 8759 2595.