What if the seller has already shipped the order?

You can't cancel a shipped order. Wait for tracking, then go to **My Orders**, open the order and tap **Return & Refund** to open a dispute for an item not received or not as described. The seller gets **5 days** to respond. If they don't fix it, click **Escalate to DHgate** and an analyst will review the case. **Don't confirm receipt** while the dispute is open, because DHgate keeps your payment in escrow until you do. Change-of-mind returns may mean paying return shipping to China.

Can I get a refund if my order doesn't arrive?

Yes. DHgate holds your money in escrow until you confirm receipt or the **buyer-protection period** runs out, reportedly about **30 to 60 days** depending on the shipping method. If the parcel hasn't arrived by then, open a **Return & Refund** dispute on the order (DHgate's help centre lists 'Item hasn't been received' as a reason), give the seller 5 days, then escalate to DHgate. Never confirm delivery of something you didn't receive.

Can I get a full refund if I'm not happy?

If the item is broken, wrong or not as described, you're usually offered either a **partial refund** (you keep the item) or a **full refund after you return it**. Reviewers often report token offers of around $1, which you can reject in the dispute and escalate. If you simply changed your mind, you may have to pay return shipping to China, which can cost more than the item. Statutory consumer rights in your region may also apply. See the regional rights section on this page.

How long do I have to reopen a DHgate dispute?

Dispute guides say you can usually reopen a dispute **within about 5 to 7 days of it closing**. After that DHgate may refuse new claims unless you have exceptional proof. If support says it can't be reopened, ask in writing for a supervisor or a formal complaint. Better still, avoid the problem: don't close a dispute at the seller's request until the refund or replacement has actually arrived.

What Is The DHgate Customer Service Phone Number?

DHgate doesn't publish an official consumer support line. GetHuman and UK directories say there's no customer-service number. Aggregators list Beijing head-office numbers such as **+86 108 202 8870** (ext. 8365) and a Turkey line, but only about 11% of callers reportedly reach a person. For cancellations and refunds, live chat and the in-order **Return & Refund → Escalate to DHgate** flow work much better than phoning.

Seller asked to close a DHgate dispute?

Don't close it yet. A seller may honestly want to resend the item, but closing the case before the fix arrives leaves you unprotected. Keep the proposal inside the dispute, save the listing, messages and tracking, and reject any proposal that doesn't match what you agreed. If the seller stops responding, use **Escalate to DHgate**. Also turn down any refund or payment offered outside DHgate, because buyer protection doesn't cover it.

DHgate is a real Beijing-based cross-border marketplace founded in 2004. You buy from independent Chinese sellers, and DHgate holds your payment in escrow. Reviews are mixed: Trustpilot UK reportedly rates it around 1.7/5, with complaints about counterfeits, items not as described, slow disputes and token partial refunds. To protect yourself, pay with PayPal or a credit card, never pay off-platform, keep every message inside DHgate, and open disputes within the protection window.

REFUND GUIDE

How to Get a DHgate Refund When the Seller Refuses.

Q: How long does a DHgate refund take?

Once a cancellation or dispute is approved, guides report **2 to 3 days to PayPal** and **up to 30 days to cards**. One dispute guide says DHgate takes about 3 to 5 business days to process, then your bank takes another 7 to 15 business days. If more than about 15 business days have passed with nothing, contact support with your order number and the refund transaction ID. A card or PayPal chargeback is your fallback.

DHgate refunds are per-order, here's what their policy actually says, and how to escalate if they ignore the request.

Last verified 3 days ago against DHgate’s own Terms · UK, US, and EU rights covered below

The short answer

DHgate is a marketplace with no subscription, so these rules cover one-off product orders only. If an order hasn't shipped, you can cancel it yourself for a full refund within about 2 hours of paying. After that the seller has to approve, and a seller can refuse by saying the goods are already prepared. Once an order ships it can't be cancelled. You then open a 'Return & Refund' dispute on the order, the seller gets 5 days to respond, and after that you can 'Escalate to DHgate' for an analyst to decide. DHgate holds your payment until you confirm receipt or the buyer-protection period (about 30 to 60 days depending on shipping method) runs out. Refunds reportedly take 2 to 3 days to PayPal and up to 30 days to cards. Partial refunds (sometimes around $1) are a common way disputes end.

Or let yoink chase the refund.

30 seconds to set up. yoink emails DHgate, cites the policy, escalates if ignored, and surfaces the win when the money lands.

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What DHgate actually says

“After the dispute has been opened, seller got 5 days to response the dispute. If they failed to help you out of the dispute, you may escalate the case to DHgate, then there is an analyst follow up the case, and give you the resoltution.”
, verbatim from DHgate’s terms

How long does a DHgate refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

What you can claim

The law where you live is the strongest hook, lead with it when you contact the company.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, DHgate has ~45 days to defend. Works regardless of where DHgate is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United States, United Kingdom, European Union)

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a DHgate charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

United Kingdom

Section 75, Consumer Credit Act
Credit card issuer is jointly liable. £100-£30,000.
For UK credit-card charges between £100 and £30,000, your card issuer is jointly liable with DHgate for any breach. Call your bank, say “Section 75 claim”, send evidence. Usually resolved in 2-4 weeks.
Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any DHgate subscription, you’re entitled to a full refund of any payment taken, no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail DHgate can’t ignore.

European Union

Consumer Rights Directive 2011/83/EU
14-day withdrawal across all EU member states.
EU-wide statutory right to withdraw and recover any payment within 14 days of subscription start. Mirrored in local law in every EU country.
ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If DHgate is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

The DHgate refund email

Email the right address
Use customer-support@dhgate.com, the route yoink has verified actually gets read for DHgate.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi DHgate team,

I'm requesting a refund for my DHgate order (reference [order number], placed on [date], for [amount]).

Please process the refund to my original payment method and confirm by reply.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for DHgate

Yes, as long as it **hasn't shipped**. Go to **My Orders › Awaiting Shipment**, open the order and tap **Cancel / Request Refund**. Within about **2 hours of paying** you can cancel without the seller's approval. After that the seller has to accept your request, and DHgate says sellers can turn it down. Guides also report a limit of one cancellation per order and about three a month. Once the order ships, the cancel button disappears and you need a **Return & Refund** dispute instead.