1. Application for Return/Refund
Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, Buyer may apply for return and/or refund of the purchased item (“Item) in the circumstances stated below.
For the avoidance of doubt, an application for a return/refund may be made whether prior to or after the expiry of the Shopee Guarantee Period but not later than the refund/return period as determined by Shopee, in its sole discretion, and notified to Seller and Buyer from time to time (“Return/Refund Period”).
2. Conditions for Return/Refund
2.1. Buyer may only apply for return/refund in the following circumstances:
(a) refund where the parcel containing the Item is still in transit and has not yet arrived in the delivery hub (“In Transit RR”) due to wrong order information indicated by the Buyer (e.g., wrong size, color, quantity ordered), wrong address used by Buyer, change of mind of Buyer (“Change of Mind RR”, as referred to and defined in Section 3.3 below) or other circumstances subject to Shopee’s approval;
(b) refund where the Item has not been received by Buyer (“Unreceived Item”);
(c) refund where the Item is returned on the spot upon unboxing of the parcel in front of the rider (“Returned on the Spot” or “RoS”) in the following circumstances:
(i) Received Item was incomplete (e.g., missing quantity or accessories);
(ii) Received Item does not match the description provided by Seller in the listing or the specification as agreed between Buyer and Seller (e.g., wrong size, color, etc.);
(iii) Received Item has physical damage that was sustained during the delivery process (e.g., shattered/broken Items, scratches/dents, damaged outer packaging, spilled liquid/contents, etc.); or
(iv) Change of Mind RR, subject to Section 3.3 below.
(d) return of an Item received by Buyer (“Received Item”) and refund in the following circumstances:
(i) Received Item was defective and/or faulty (e.g., does not work as intended);
(ii) Received Item was incomplete (e.g., missing quantity or accessories);
(iii) Received Item does not match the description provided by Seller in the listing or the specification as agreed between Buyer and Seller (e.g., wrong size, color, etc.);
(iv) Received Item is an expired product;
(v) Received Item is a Mall Item and is determined to be a counterfeit product;
(vi) Buyer received an empty or suspicious parcel;
(vii) Received Item has physical damage that was sustained during the delivery process (e.g., shattered/broken Items, scratches/dents, damaged outer packaging, spilled liquid/contents, etc.);
(viii) By way of private agreement between Buyer and Seller, subject to Seller sending his/her confirmation to Shopee confirming such agreement. For the avoidance of doubt, Buyer and Seller may communicate with each other privately to resolve their differences or approach their relevant local authorities to assist them in overcoming any dispute; or
(ix) Change of Mind RR, subject to Section 3.3 below.
2.2. Buyer must submit his/her application for return/refund via the Shopee mobile application within the applicable Return/Refund Period set out in Section 3.
3. Procedure for Return/Refund
3.1. In Transit RR
(a) Except for digital products, Buyer may file an application for In Transit RR for parcels delivered by select logistics partners provided that the parcel containing the item is still in transit and has not yet been received at the delivery hub (or last mile hub).
(b) Buyer acknowledges and agrees that the approval of the application for refund for In Transit RR will be made by Shopee in its sole discretion and is subject to Shopee’s ability to stop the ongoing delivery of the order.
(c) Buyer acknowledges and agrees that Shopee’s decision in connection with any refund application for In Transit RR is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Shopee or its affiliates in relation to any such decision.
3.2. Unreceived Item
(a) Buyer may file an application for refund in respect of an Unreceived Item within the applicable Return/Refund Period set out below counted from the earlier of (i) the last day of the expected delivery date of the Unreceived Item as indicated in the Shopee mobile application, or (ii) the date the status of the Unreceived Item on the Shopee mobile application has been updated as "Delivered", but Buyer has not received the Unreceived Item:
Type of Item | Return/Refund Period |
Unreceived Item purchased from Ordinary Seller or Preferred Seller (as defined below) | 7 days |
Unreceived Item purchased from Mall Seller (as defined below) | 15 days |
(b) Buyer agrees that approval of Buyer’s application for refund in respect of an Unreceived Item will be made by Shopee in its sole discretion and shall be subject to Buyer’s compliance with such conditions as may be specified by Shopee from time to time. Buyer acknowledges and agrees that Shopee’s decision is final, conclusive, and binding and covenants and agrees that it will not bring suit or otherwise assert any claim against Shopee or its affiliates in relation to such decision.
(a) Buyer may open and inspect the parcel of an eligible order immediately upon the arrival of the logistics service provider for delivery and before order is tagged as “Delivered” on the Shopee mobile application. For more information on orders eligible for RoS and the corresponding guidelines, you may refer to this article in the Shopee Help Center.
(b) During inspection, Buyer shall not open, break, or tamper with the manufacturer’s packaging, including any seal or sticker of the manufacturer. Buyer shall likewise conduct only a visual inspection of the order and will not try or test the order. If these conditions are violated or the order is damaged in any way during the inspection, the order will be considered successfully delivered, and Buyer will pay for the order.
(c) Buyer agrees that the rider shall take a video of the unboxing to serve as proof of support of the application for return/refund.
(d) The immediate return by the Buyer of the Item to the rider due to any of the circumstances under Clause 2.1(c) shall be subject to the acceptance of the rider. Upon acceptance of the rider, the system will automatically create an application for return/refund as record for both Buyer and Seller.
(e) Buyer agrees that the approval of the application for return/refund for RoS will be made by Shopee in its sole discretion and shall be subject to Buyer’s compliance with such conditions as may be specified by Shopee from time to time. Buyer acknowledges and agrees that Shopee’s decision is final, conclusive, and binding and covenants and agrees that it will not bring suit or otherwise assert any claim against Shopee or its affiliates in relation to such decision.
3.4 Received Item
(a) Buyer may file an application for return of a Received Item and/or refund within the applicable Return/Refund Period set out below counted from the date the status of the Received Item on the Shopee mobile application has been updated as “Delivered”:
Type of Item | Return/Refund Period |
Received Item purchased from Ordinary Seller or Preferred Seller (as defined below) | 7 days |
Received Item purchased from Mall Seller (as defined below) | 15 days |
(b) If required by Shopee, Buyer must (i) select its return shipping method on the Shopee mobile application within two (2) days of being notified to do so, and (ii) ship the Received Item subject of Buyer’s application for return/refund to a location designated by Shopee within five (5) days after the selection of the preferred return method by Buyer. Non-compliance with the timelines set out in this sub-Section will result in the automatic cancellation of Buyer’s application for return/refund. The available return methods are through:
(i) Shopee partner logistics (Drop Off/Pick Up) free of charge; or
(ii) Self-arranged shipments (Non-Shopee partner logistics) where the shipping costs shall initially be shouldered by the Buyer and shall be reimbursed via ShopeePay credits for cases where the application for return/refund has been approved.
(c) Buyer agrees that approval of Buyer’s application for return/refund in respect of a Received Item will be made by Shopee in its sole discretion and shall be subject to Buyer’s compliance with such conditions as may be specified by Shopee from time to time. Buyer acknowledges and agrees that Shopee’s decision is final, conclusive, and binding and covenants and agrees that it will not bring suit or otherwise assert any claim against Shopee or its affiliates in relation to such decision.
3.5 Change of Mind RR
(a) Buyers may apply for a return/refund in respect of any Item on the basis of a change of mind (i.e., without the need to raise issues relating to the quality of the Item) (“Change of Mind RR”), subject to and in accordance with this Refunds and Return Policy and provided always that the Item is eligible for Change of Mind RR as determined by Shopee from time to time (“Eligible CMR Items”) and that the application is made within the applicable return quota for Change of Mind RR. For more information on Eligible CMR Items, you may refer to this article in the Shopee Help Center. For more information on the applicable return quota, you may refer to this article in the Shopee Help Center.
(b) Seller acknowledges and agrees that Buyers may apply for Change of Mind RR pursuant to Section 3.3(a) and that Shopee’s decision in connection with any Change of Mind RR is final, conclusive, and binding on Seller.
4. Rights of Sellers
4.1. For the avoidance of doubt:
(a) “Mall Seller” means Seller subject to the terms and conditions of the Shopee Mall Terms of Service;
(b) “Preferred Seller” means Seller selected by Shopee to participate in the Shopee Preferred Seller Program who has not opted out of the said program;
(c) “Ordinary Seller” means Seller who is neither a Mall Seller nor a Preferred Seller; and
(d) “Korean Seller” means Mall/Preferred/Ordinary Seller located in the Republic of Korea.
(Preferred Sellers and Ordinary Sellers shall collectively be referred to as “Non-Mall Sellers”)
4.2. Rights of Mall Sellers and terms and conditions for returns/refunds of Mall Items (as defined in the Shopee Mall Terms of Service) shall be governed by the Shopee Mall Terms of Service in addition to this Refunds and Return Policy.
4.3. Rights of Non-Mall Sellers
(a) When Shopee receives an application from Buyer for return/refund, Shopee will notify Non-Mall Seller by email (“Email Notification”) and push notification on Shopee Seller Centre (“Push Notification”). Non-Mall Seller shall respond to Buyer’s application according to the procedure prescribed by Shopee in the written notification and within the timeframe stipulated in the written notification (“Stipulated Period”).
Should Non-Mall Seller fail to respond within the Stipulated Period, Shopee shall have the right to assume that Non-Mall Seller does not contest Buyer’s application for return/refund and shall proceed to evaluate Buyer’s application for return/refund without further notice to Non-Mall Seller.
(b) For any application for return of a Received Item approved by Shopee, Shopee will notify Preferred Seller by Email Notification and Push Notification and organize the delivery of the Received Item approved for return by Shopee (“Returned Item”) to the address provided by Non-Mall Seller to Shopee in writing for the completion of the return/refund process, so long as such address is in the country in which the Returned Item was listed for sale on the Site (a “Local Address”). If Non-Mall Seller fails to provide a Local Address for return of the Returned Item or otherwise fails to accept delivery of such Returned Item within a reasonable period of time (as determined by Shopee in its sole discretion), Shopee reserves the right to dispose of such Returned Item in any manner it sees fit, and Non-Mall Seller shall be deemed to have forfeited all rights to such Returned Item. Non-Mall Seller must notify Shopee within seven (7) days of receiving the Email Notification (“Notification Period”) if Preferred Seller does not receive the Returned Item. Failure to notify Shopee within the Notification Period shall be conclusive evidence of, and result in the Preferred Seller having accepted that, it has received the Returned Item, and Non-Mall Seller agrees not to make any claims or raise any disputes regarding any such Returned Item.
(c) Notwithstanding sub-Section 4.3(b), Shopee may determine, at its sole discretion, that a Returned Item shall not be returned to Non-Mall Seller, and Non-Mall Seller shall be deemed to have forfeited all rights to such Returned Item. Non-Mall Seller can raise disputes pursuant to the procedure set forth in this article.
(d) For any application for return/refund rejected by Shopee where the Returned Item was received by Shopee, Shopee will organize the redelivery of such Returned Item to Buyer’s address.
(e) Where Shopee approves any application for return/refund, Non-Mall Seller may appeal such decision by contacting Shopee and providing evidence in support of such appeal. If Shopee upholds Non-Mall Seller’s appeal, it will disburse all or part of Buyer’s Purchase Monies to Non-Mall Seller. Non-Mall Seller acknowledges and agrees that Shopee’s decision is final, conclusive, and binding and covenants and agrees that it will not bring suit or otherwise assert any claim against Shopee or its affiliates in relation to such decision.
(f) Notwithstanding Section 4.3(e), in the event where Buyer has commenced legal action against Non-Mall Seller, Buyer may provide the formal notification from the appropriate authority to Shopee to request Shopee to continue to hold Buyer’s Purchase Monies until a formal determination is available. Shopee will, at its sole discretion, determine whether it is necessary to continue to hold such Buyer’s Purchase Monies.
4.3. Rights of Korean Sellers
(a) The rights of Korean Sellers in relation to any application for return/refund are set out in this Section 4.4, and Sections 4.2 and 4.3 of this Refunds and Return Policy shall not apply to Korean Sellers.
(b) When Shopee receives an application from Buyer for return/refund, Shopee will proceed to assess Buyer’s application without further notice to Korean Seller. Shopee will review each application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application may be successful.
(c) Where Shopee approves any application for return/refund, Korean Seller may appeal such decision by contacting Shopee and providing evidence in support of such appeal. Any appeals must be made within (i) two (2) days of the date Buyer is refunded in the case of Online Disputes, and (ii) thirty (30) days of the date Buyer is refunded in the case of Offline Disputes. If Shopee upholds Korean Seller’s appeal, it will disburse all or part of Buyer’s Purchase Monies to Korean Seller. Korean Seller acknowledges and agrees that Shopee’s decision is final, conclusive, and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Shopee or its affiliates in relation to such decision.
For the avoidance of doubt, “Online Disputes” means any return/refund request that is raised in-app via the Dispute Resolution Center. “Offline Disputes” means any return/refund request that is raised via webform after the Return/Refund Period.
(d) Korean Sellers acknowledges and agrees that (i) the Returned Item will not be shipped back to Korean Seller; (ii) Shopee reserves the right to dispose of such Returned Item in any manner it sees fit; and (iii) Korean Seller shall be deemed to have forfeited all rights to such Returned Item.
5. Conditions for Returning Received Item
5.1. Received Items eligible for return to Seller must be: (a) in original packaging, (b) with original tags/labels attached, (c) new, sealed, and with no signs of usage (i.e., no stains, damages, or signs of washing), (d) containing all parts and accessories and other items sent by Seller, including all free gifts; and/or (e) in compliance with any other criteria determined by Shopee from time to time. For Received Items that are not eligible for return, Buyer may still apply for a refund. For more information on Received Items that are not eligible for return, you may refer to this article in the Shopee Help Center.
5.2. Buyer must take pictures of the Received Item upon receipt and submit the pictures to support its application for return/refund. For more information on how you could provide effective evidence to support your application for return/refund, you may refer to this article in the Shopee Help Center.
6. Liability for Forward Shipping Fee and Return Shipping Fee
For the avoidance of doubt:
(a) “Forward Shipping Fee” means the actual Shipping Fee to be charged by the Logistics Service Provider for the initial delivery of the Item(s) to Buyer; and
(b) “Return Shipping Fee” means total Shipping Fees payable to the Logistics Service Provider for returning the relevant Item(s) from Buyer to Shopee’s designated location and/or to Seller.
6.1. In the event that Shopee approves (at its sole and absolute discretion) an application for return/refund for reasons that are attributable to Seller, i.e., any of the reasons in Section 2.1(c)(i) to (ii) and 2.1(d)(i) to (vi), Seller shall bear the Forward Shipping Fee and, if applicable, the Return Shipping Fee.
6.2. In the event that Shopee approves (at its sole and absolute discretion) an application for return/refund for reasons that are not attributable to Seller, i.e., any of the reasons in Sections 2.1(a), 2.1(b), 2.1(c)(iii) and 2.1(b)(vii) Seller shall not bear any Forward Shipping Fee and, if applicable, the Return Shipping Fee. Buyer may be liable to bear the Return Shipping Fee if Buyer has exceeded their quota limit for the refund/return reason set out in Section 2.1(c)(iv) and 2.1(d)(ix).
For returns for any of the reasons in Section 2.1(c)(iv) and 2.1(d)(viii) and (ix), Seller shall bear any Forward Shipping Fee and, if applicable, the Return Shipping Fee.
6.3. In the event that Shopee rejects (at its sole discretion) an application for return/refund, Seller shall continue to bear Seller’s portion of the Forward Shipping Fee but shall not be liable to bear (if applicable) any Return Shipping Fee.
6.4. In the scenario where Seller and/or Buyer is disputing the party liable for the Forward Shipping Fee and, if applicable, Return Shipping Fee, Shopee, at its sole discretion, will determine the party liable for the Forward Shipping Fee and, if applicable, Return Shipping Fee. Both Seller and Buyer acknowledge and agree that Shopee’s decision is final, conclusive, and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Shopee or its affiliates in relation to such decision.
6.5. Seller acknowledges that the actual payment flow for the Forward Shipping Fee and/or the Return Shipping Fee may vary depending on various factors, including whether the Shopee Guarantee Period had expired and/or the Buyer’s Purchase Monies had been disbursed to Seller, at the time that the application for return/refund was approved. Accordingly, Shopee shall have sole discretion as to how to operationalize the discharge of Seller’s liability for the Forward Shipping Fee and/or the Return Shipping Fee (as determined in accordance with Sections 6.1 to 6.4 above), including by way of crediting and/or debiting Seller’s Seller Balance.
6.6. For the avoidance of doubt:
(a) Should Seller be liable for the Forward Shipping Fee pursuant to this Section 6, Seller shall be liable for the Forward Shipping Fee even if Buyer used a free shipping voucher for the delivery of the Item.
(b) This Section 6 only addresses the issue of liability and payment flows for the Forward Shipping Fee and/or Return Shipping Fee and shall not affect Seller’s liability for Transaction Fee and/or any other fees which shall remain governed by the relevant Shopee Policies.
(c) This Section 6 does not address the issue of compensation for the value of the Item if the Item is lost or not in a returnable condition. Such compensation may be provided if Shopee decides to do so at its sole discretion (including where Shopee determines that the non-delivery or damage of the Item was caused by Shopee-engaged delivery company(ies)).
(d) This Section 6 does not apply in respect of Items that are not delivered by Shopee-engaged delivery company(ies).
7. Refunds
Buyer will only be refunded after Shopee has received the confirmation from Seller that Seller has received the Returned Item. In the event where Shopee does not hear from Seller within two (2) days from delivery of the Returned Item to Seller, Shopee will be at liberty to refund the applicable sum to Buyer without further notice to Seller. The refund will be made to Buyer’s ShopeePay Account, credit/debit card or designated bank account, whichever is applicable.
In the event that Shopee approves, in its sole discretion, Buyer’s application for refund in respect of an Unreceived Item, Shopee will refund Buyer via the same payment method used by Buyer for the original purchase (“Original Payment Method”) within the applicable timeline determined by Shopee from time to time. For information on the timeline currently applicable to your application for refund, you may refer to this article in the Shopee Help Center.
For self-arranged shipments for returns by the Buyer, the refund of the shipping fees shall be subject to the following conditions:
(a) Forward Shipping Fee paid by Buyer shall only be refunded if the return/refund involves all of the items in the order. For returns/refunds involving only part of an order, amount paid for Forward Shipping Fee shall not be included in the Buyer’s refund as there were items successfully delivered to Buyer; and
(b) If applicable, Reverse Shipping Fee initially paid by Buyer shall be refunded to Buyer separately via ShopeePay Credits only upon approval of the return/refund application.
In the event that Shopee is unable to effect the refund via the Original Payment Method for any reason whatsoever (including, but not limited to, where the Original Payment Method is no longer valid or cannot be used to receive funds), Buyer shall nominate a preferred bank account or activate ShopeePay in order to be able to receive the refund. Buyer acknowledges and agrees that (a) Shopee may, in its sole discretion, effect the refund via the issuance of ShopeePay Credits or Shopee vouchers (of equivalent value to the refund amount) in accordance with such timeline as may be determined by Shopee, and (b) upon issuance of such ShopeePay Credits or Shopee vouchers, Buyer shall have no further right or claim against Shopee in connection with such refund.
8. Communication between Buyer and Seller
Shopee encourages Users to communicate with each other in the event where problem arises in a transaction. As Shopee is a platform for Users to conduct trading, Buyer should contact Seller directly for any issue relating to the Item purchased.
Last updated: 12 August 2025