Hi, how can we help?
Shop with Shopee
Deals & Rewards
Payments
Orders & Shipping
Returns & Refunds
General
What is Shopee Mall 3x Money Back Guarantee?
All Shopee Mall sellers are verified, so you can be sure that your Shopee Mall orders are 100% authentic. To help you shop with confidence and extra peace of mind, we’re offering a 3x Money Back Guarantee on all your Shopee Mall purchases.
Effective April 25, 2024, in the event you receive a counterfeit product from Shopee Mall, this guarantee ensures you will be refunded three times the amount that you paid for the item.
Terms & Conditions:
1. “Shopee Mall 3x Money Back Guarantee” only applies to Shopee Mall products. Shopee Mall products have the following label on the shop's profile page and on all of the shop's product listings.
2. The 3x Money Back Guarantee claims are only valid for orders made starting April 25, 2024 with payment completed and received by Buyer, and must be submitted via raising a return and refund request within 15 days from the date the item is received.
3. Buyers must state the reason why the product is suspected to be counterfeit and include the following evidence (but not limited to):
a) Photos showing that the product received is different from an authentic product.
b) A statement from the company or brand indicating that the item is not authentic.
c) Any other evidence that supports the fact that the product received is indeed a counterfeit product.
4. The Buyer shall ensure the products return to Shopee warehouse or to the Seller, in the following conditions:
5. Shopee will review the return request and revert to Buyer via in-app notification with a decision within 2 working days of submission of return request.
6. If the claim is approved, the refund will be split into 2 payments depending on the payment method used.
Refund | Timeframe | Refund Payment Channel |
1st Payment | 1-14 working days from approval of claim (5-45 working days if payment method used is Credit Card) | Original payment method used |
2nd payment | 4-17 working days from approval of claim | ShopeePay Learn more on How to activate ShopeePay |
Sample:
Final price paid for product | 1st Payment + | 2nd payment = | 3x Refund |
P1,000 | ₱1,000.00 | ₱2,000.00 | ₱3,000.00 |
7. The 3x Money Back Guarantee only applies to orders placed when the 100% Authentic Guarantee tag is live, based on the prevailing policy at the time the order was placed.
8. The 3x Money Back Guarantee only applies to items that are found to be counterfeit.
9. Shopee reserves the right not to disclose the reasons for unsuccessful 100% Authentic Guarantee claims, and to reject any claims from fraudulent users.
10. Shopee reserves the right to reject any claims from users who exhibit abusive behaviors or are suspected of fraudulent conduct.
11. Terms and conditions are subject to change without prior notice.
12. The terms in Shopee Policies including, but not limited to, Shopee Terms of Service, Shopee Mall Terms of Service, and Privacy Policy shall continue to apply.
