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Shopee will review disputes and resolve them fairly based on evidence from buyers and sellers. This process usually takes 7-9 working days from the dispute date but may vary depending on the return/refund reason.

Incomplete products/missing items

If a product has missing parts or items, buyers can choose a refund only (no return) or return and refund. Shopee will review and approve or reject the request.

• Refund Only Approved

If Shopee approves a refund-only request, the seller may accept or dispute it. Disputes will be reviewed, and Shopee will resolve them within 7-9 working days.

• Return and Refund Approved

For approved return and refund requests, the buyer must return the items to the seller or Shopee Warehouse for quality checks. If items don’t meet return criteria, a dispute can be raised, and Shopee will review it within 7-9 working days.

Damaged/faulty/wrong products

Once a return/refund request is approved, the buyer may need to return the items. Sellers may offer a partial refund before the return. If the buyer negotiates directly with the seller, Shopee will not intervene. The buyer can accept the offer or proceed with the return.

If no response is received, negotiations will close, and the buyer must proceed with the return.

The returned items will undergo a quality check by the seller or Shopee Warehouse. If the items fail to meet return criteria, a dispute can be raised, and Shopee will investigate within 7-9 working days.

Counterfeit products (for Mall orders only)

Shopee will review all return/refund requests for counterfeit products, requiring evidence from both buyers and sellers. The possible outcomes are:

• Refund Only Approved

Once Shopee approves the refund, the buyer will receive it. If the seller disputes, Shopee will investigate and resolve the case within 7-9 working days.

• Return and Refund Approved

The buyer must return the products for a quality check by the seller or Shopee Warehouse to ensure they meet the return criteria. If deemed unsuitable, a dispute may be raised, and Shopee will resolve it within 7-9 working days.

• Request Rejected

Shopee will reject requests with invalid or insufficient initial evidence from the buyer.

Shopee will notify both parties via email once a resolution is reached. If in favor of the buyer, a refund will be processed; if in favor of the seller, payment will be released.

Return item in brand new/sealed condition (Only applicable to eligible product categories)

All return requests for brand new/sealed items will be reviewed by Shopee, with supporting evidence from both parties. There are two possible outcomes:

• Return and Refund Approved

The buyer must return the products for a quality check by the seller or Shopee Warehouse. If deemed unsuitable, a dispute may be raised, and Shopee will investigate within 7-9 working days.

• Request Rejected

Shopee will only accept the request if the buyer's evidence is valid or sufficient.

Shopee will notify both parties via email once a resolution is reached. If in favor of the buyer, a refund will be processed; if in favor of the seller, payment will be released.

Learn more about return item in brand new/sealed condition.