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[Return Refund] How do I raise a return/refund request?
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You can request a return/refund within the Shopee App while your order is still covered by the Shopee Returns Window, even after selecting the Order Received.
Seller Type | Buyer Confirm Time | Shopee Returns Window |
Mall | 7 days from delivery | 15 days from delivery (Extended) |
Non-Mall | 3 days from delivery | 7 days from delivery (Extended) |
⚠️Note Before requesting a refund on Shopee, buyers need to activate ShopeePay or provide a valid bank account on the app for smoother processing. Find out more about the refund timeline. |
Before raising a return/refund request make sure that the conditions are met, you can also see the allowable and not allowable reasons to request a Return/Refund below:
Allowable Reasons | Description |
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). | |
The parcel received is either empty (i.e., empty box/packaging with no items inside) or contains low-value, filler items (e.g. stone). | |
Item received is entirely different from the product/variation ordered. | |
Damaged - Shattered/ Broken Product/s | Item received has broken into multiple pieces and can no longer be used. (Applicable to select product categories that are fragile/breakable only) |
Damaged - Spilled Liquid/ Contents | Item received has obvious leaks of liquid/contents, causing the internal/external packaging to be wet/soiled and/or the item not suitable for use. (Applicable to select product categories with contents that can spill only) |
Damaged - Scratch/Dents | Item received has minor physical defects such as scratches and dents but the item is still functioning as intended / described on the listing. |
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. |
The product is not working or not functioning. | |
Expired | Products that are no longer usable or safe for consumption. (Applicable to select product categories that are perishable) |
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) | |
Return an item in brand new/sealed condition (Only applicable to eligible product categories) | The user has not removed the item packaging and wants to return the item in its original packaging or condition (including tags, freebies, etc.) (Not applicable to certain product categories) |
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Not Allowable Reasons | Description |
Select personal items that are not applicable for return. | Personal items such as undergarments, innerwear, swimsuits, used makeup, perishable goods, grocery items, jewelry (earrings), and adult products are prohibited. |
To raise a return/refund request
Select Return/Refund corresponding to the order > Select a reason for request > Select the products and quantity for return/refund > Next.
Depending on when the buyer raised a Return/Refund request, the order can be found on the following My Purchases tab:
When the Buyer will raise a Return/Refund Request | Order Tab Location |
Before order completion (before the Buyer selects Order Received) | TO RECEIVE
|
After order completion (Either buyer selected Order Received, or the system has triggered Order Completion) | COMPLETED
|
⚠️Note Returning an item in brand new/sealed condition (only applicable to eligible product categories) is unavailable for Bundle Deals, Add-on Deals, or Purchases with Gifts when you select only a partial quantity of the items (e.g., returning 1 out of 3 items). |
Then, select Reason > choose the reason > select Confirm > provide required evidence/s and input description of the claim > Submit
If you select I have received my items but there are issues, you’ll be able to choose from seven (7) return/refund reasons:
Shattered/ Broken Product
Scratch/Dents
Spilled Liquid/ Contents
Other types of damage
Expired Product
Counterfeit product (only for Mall products)
Return an item in brand new/sealed condition (Only applicable to eligible product categories)
If you selected I didn’t receive my items, you’ll be able to choose from 3 reasons:
There may be two solutions available, depending on your reason:
Return and Refund
Refund Only (you may enter your preferred Refund Amount)
⚠️Note • After the buyer selects a solution, Shopee reviews the case and decides if a refund without a return or a return of the item is required for a full refund. Learn more about refund calculation. • The required fields for your return/refund request vary based on the reason chosen. • Return/refund requests follow similar steps regardless of the reason. The key difference lies in the types of effective supporting documents required to support your request. • The Refund Only option will only be available for the following: · Products not delivered · Missing part of the product · Empty Parcel · Shattered/Broken Products · Spilled Liquid/Contents · Expired Product(s) · Products under the Perishables and Digital Products and Services categories. • Your return/refund request will be processed within 7-9 working days and you will be notified of the outcome via in-app push notification and email: • For Refund Only cases, Shopee will review the case and get back to you on the resolution. Sellers may approve refund-only requests directly if they agree with your request. • For Return and Refund cases, you must return the product to receive your refund (unless otherwise specified). Find out more about how to ship your return parcel. • The final solution may be updated based on Shopee's review. |
