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1.          Application for Returns/Refunds

Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, Buyer may apply for return of the purchased item (“Item) and/or refund.

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:

(a)    refund where the Item has not been received by Buyer (“Unreceived Item”); or

(b)   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)              Buyer has a change of mind, subject to the terms of this Refunds and Return Policy (“Change of Mind RR”).

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. 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:

(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.

3.2 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”:

(b)   If required by Shopee, Buyer must (i) select its return shipping method on the Shopee mobile application within five (5) 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 ten (10) days after the return and/or refund application is submitted 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.

(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.

3.3 Change of Mind RR

(a)   Seller acknowledges that 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”). For more information on Eligible CMR Items, you may refer to this article in the Shopee Help Center.

(b) Seller acknowledges and agrees 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.

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.

4.2. Rights of Preferred Sellers

(a)   If you are a Preferred Seller, you should have received a separate written notification from Shopee informing you of your selection to participate in the Shopee Preferred Seller Program. If you decide not to participate in the Shopee Preferred Seller Program at any time, please inform Shopee in writing; otherwise, you will be deemed to have elected to continue your participation in the Shopee Preferred Seller Program and consented to the terms and conditions set out in this Refunds and Return Policy.  Shopee may, at any time and at its sole discretion, suspend or remove any Preferred Seller from the Shopee Preferred Seller Program. 

(b)   Shopee’s determination to approve an application for return/refund pursuant to this Refunds and Return Policy is binding on Preferred Seller. Preferred Seller agrees to comply and do all such things as necessary to give effect to Buyer’s application for return/refund approved by Shopee.

(c)    For any application for return of a Received Item approved by Shopee, Shopee will notify Preferred Seller by email (“Email Notification”) and organize the delivery of the Received Item approved for return by Shopee (“Returned Item”) to the address provided by Preferred 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 Preferred 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 Preferred Seller shall be deemed to have forfeited all rights to such Returned Item. Preferred 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 Preferred Seller agrees not to make any claims or raise any disputes regarding any such Returned Item.

(d)  Notwithstanding sub-Section 4.2(c), Shopee may determine, at its sole discretion, that a Returned Item shall not be returned to Preferred Seller, and Preferred Seller shall be deemed to have forfeited all rights to such Returned Item. Preferred Seller can raise disputes pursuant to the procedure set forth in this article.

(e)  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.   

(f)  Where Shopee approves any application for return/refund, Preferred Seller may appeal such decision by contacting Shopee and providing evidence in support of such appeal.  If Shopee upholds Preferred Seller’s appeal, it will disburse all or part of Buyer’s Purchase Monies to Preferred Seller. Preferred 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.

(g)  Notwithstanding Section 4.2(f), in the event where Buyer has commenced legal action against Preferred 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 Ordinary Sellers

(a)  When Shopee receives an application from Buyer for return/refund, Shopee will notify Ordinary Seller in writing. Ordinary 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”). Shopee will review Ordinary Seller’s response on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application for return/refund may be successful against the circumstances stated by Ordinary Seller. Should Ordinary Seller fail to respond within the Stipulated Period, Shopee shall have the right to assume that Ordinary 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 Ordinary Seller.

(b)  Notwithstanding sub-Section 4.3(a), Shopee may determine, at its sole discretion, that a Returned Item shall not be returned to Ordinary Seller, and Ordinary Seller shall be deemed to have forfeited all rights to such Returned Item. Ordinary Seller can raise disputes pursuant to the procedure set forth in this article.

(c)   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.  

(d)   Where Shopee approves any application for return/refund, Ordinary Seller may appeal such decision by contacting Shopee and providing evidence in support of such appeal.  If Shopee upholds Ordinary Seller’s appeal, it will disburse all or part of Buyer’s Purchase Monies to Ordinary Seller. Ordinary 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.

(e)  Notwithstanding Section 4.3(d), in the event where Buyer has commenced legal action against Ordinary 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.

4.4. 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 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

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(b)(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) and 2.1(b)(vii) and (viii), Seller shall not 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 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.

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 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: 10 June 2024