Before raising a return/refund request, make sure that the conditions are met. Listed below are the allowable reasons to request a Return/Refund.
Received Damaged item(s)
Damaged - Shattered/ Broken Product/s
Item received has severe structural damage, is no longer whole, and is dangerous/hazardous to return.
(Applicable to select product categories that are fragile/breakable only)
Sample Scenarios:
Shattered phone screen
Broken glassware (regardless if part or main item)
Smashed bottle
Shattered glass table top
Wooden chair delivered split into two parts
Cabinet delivered with panels broken off
Damaged - Spilled Liquid/ Contents
Contents of item received have leaked or spilled out of the item's packaging due to poor sealing, breakage, or handling.
(Applicable to select product categories with contents that can spill only such as liquids, powders, or granular items).
Sample Scenarios:
Shampoo leak
Spilled juice, detergent, coffee
Burst cosmetic cream
Torn coffee powder pack, contents spilled inside parcel
Milk powder sachet burst open, leaking powder
Item received has minor physical defects such as scratches and dents. Product is intact & not broken apart, with surface-level damage only.
Sample Scenarios:
Appliance with dents
Scratched gadget
Dented cans/plastic bottles
Damaged - Other types of damage
Item received has other forms of damage that are different from scratch/dents, outer packaging damaged, shattered/broken, spilled liquid/contents.
Sample Scenarios:
Torn clothing
Warped product
Misprint, folds or marks on paper products
Dirty or stained item
Poor stitching on clothing (tastas, himulmol)
Product is defective or does not work
Item received is delivered intact but has mechanical, electrical or functional issues that prevent it from working as intended.
Sample Scenarios:
TV not powering on
Smartphone not charging even with multiple chargers
Washing machine not starting despite power connection
Drawer not sliding open/close due to misaligned tracks
Office chair height adjustment lever not working
Bed frame not staying up or locking properly due to faulty hydraulic lift
Expired
Item received is past expiration date or spoiled.
(Applicable to select product categories that are consumable or perishable)
Sample Scenarios:
Expired food
Skincare past shelf life
Supplements lapsed
Received Incorrect Item(s)
Item received is entirely different from the product/variation ordered.
Sample Scenarios:
Wrong size/color/model
Received someone else's item
Ordered a phone, received a facemask
Item received is of a well-known/trademarked brand but reveals signs of imitation or forgery (e.g. obvious signs of poor workmanship, missing brand labels, misspelled brand name).
(Applicable for items purchased from Shopee Mall Sellers only)
Sample Scenarios:
Fake branded bag
Non-genuine electronics
Counterfeit cosmetics
Did Not Receive Some/All of the items
Parcel not delivered
Whole parcel was not delivered by courier. Nothing was received.
Sample Scenarios:
Package lost in transit
Package is marked delivered but not received
The parcel received is missing some items originally ordered (in terms of quantity) or lacking specific parts or accessories of the items (including free gifts).
Sample Scenarios:
Ordered 3 items, received 2 items only
Phone without charger
Set missing parts
The parcel received is empty, contains only fillers, contains a lower value item (compared to the originally ordered item), or a completely irrelevant item.
Sample Scenarios:
Box/pouch delivered with no product
Envelope with just paper
Received a stone
Others
Return an item in brand new/sealed condition (Only applicable to eligible product categories)
The user wants to return the item in its original packaging or condition (including tags, freebies, etc.) and has not removed the item packaging. For more details, please refer to the Terms & Conditions (Not applicable to certain product categories) and the Return Quota.
Sample Scenarios:
Wrong size ordered
Duplicate order
Changed mind before use
⚠️Note For select personal items that are not applicable for return - Buyers may still raise refund requests in case issues are encountered for purchased hygiene sensitive products (e.g. undergarments, innerwear, swimsuits, used makeup, perishable goods, grocery items, and adult products). Such requests will be reviewed and assessed by Shopee for refund only to ensure health and safety measures. |
Learn more about requesting for a Return & Refund.