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When requesting a Return/Refund, you will be asked to upload the required evidence. If your Shopee Mall product is approved for return, please follow the guidelines below.

Guidelines for the Required Inclusions When Returning to Shopee Warehouse:

DAMAGED ITEMS

What qualifies as Damaged?

The actual item received exhibits obvious cosmetic or physical damages, including but not limited to: dents, scratches, cracks, tears, holes, etc.

Examples:

• ELECTRONICS: Actual item has scratches, dents, or cracks; the digital screen is frozen/unusable

• APPAREL: Item has tears, rips, stains, and holes; zippers are completely broken

• COSMETICS: Item is cracked, leaking, etc.

DEFECTIVE / FAULTY ITEMS

What qualifies as Defective/Faulty?

The actual item received has no obvious cosmetic damages; however, it does not come or work as it was intended to.

Examples:

• ELECTRONICS: Electronic item does not turn on; chargeable item cannot charge; digital screen continues to glitch and cannot be used

• APPAREL: Sleeves are sewn in wrong places; zippers do not work

• TOYS: Toys meant to make sounds do not make sounds or sounds are distorted/muffled 

• SHOES: Shoes that arrived are both for the same foot (2 left shoes)

MISADVERTISED ITEMS

What qualifies as Misadvertised?

The actual item received does not arrive as advertised online; false marketing

Examples:

• ELECTRONICS: Item cannot perform feature it was advertised to be able to perform

• APPAREL: Item is made out of 50% cotton and 50% polyester when it was advertised as 100% cotton online; item does not follow advertised sizing chart (correct size on tag but incorrect in actual measurement)

WRONG ITEMS

What qualifies as Wrong?

The actual item received is a different variation/color/size/pattern from what was ordered; a completely different item altogether from what was ordered

Examples:

• ELECTRONICS: Item received is a different model/edition from what was ordered; item received is a different brand; buyer ordered a laptop but received a mouse

• APPAREL: Shirt received is a different color, design, or size; buyer ordered a shirt but received pants

• CONSUMER GOODS: Item received is a different scent/color/flavor; buyer ordered the shampoo and received conditioner

INCOMPLETE/MISSING INCLUSIONS

What qualifies as Missing inclusion?

The actual item received is missing necessary components in order to ensure it functions effectively as intended or it is missing advertised inclusions

Examples:

• ELECTRONICS: Laptop with included bag arrives without the bag; TV without remote control

• APPAREL: Buy-one-take-one deal on shirts arrives with only one shirt

• ACCESSORIES: Necklace arrives with a missing pendant or missing clasp; sunglasses arrive with missing lenses

ITEMS WITH SIGNS OF USAGE

What qualifies as Signs of Usage?

The actual item received has obvious indications of usage such as, but not limited to: opened box, tampered seal, cosmetic damage, fingerprints, dullness in color, dirt, etc.

Examples:

• ELECTRONICS: Digital screen is faded; buttons are sunken due to overuse

• APPAREL: Patterns and prints are faded due to aging; stains caused by obvious usage

• COSMETICS: Signs of smearing or smudges due to usage; contents of liquid items are less than what is shown (ex. Perfume bottle is only filled halfway)

DOUBT ON AUTHENTICITY / COUNTERFEIT ITEMS

What qualifies as Inauthentic or Counterfeit?

The actual item received has signs of piracy or counterfeit such as, but not limited to: fake logos, badly replicated features, viruses in electronic items, an ineffective performance due to inauthenticity of an item

How to identify inauthentic items?

• ELECTRONICS: iPhone has a different logo (instead of apple, it’s a different fruit)

• APPAREL: Item claims to be a famous brand but the font of the label is different from authentic item; bad quality print of popular clothing item; resized print of popular clothing item; bad quality of the material of popular clothing item

• ACCESSORIES: Print of popular designer bag comes off

EXPIRED ITEMS

What qualifies as Expired?

The expiration date on the packaging of the actual item is unreasonably close or completely passed.

How to identify expired items?

• ELECTRONIC ACCESSORIES: Film for film camera expires within just a couple days from date buyer receives item or item was received beyond expiration date indicated on the packaging

• CONSUMER GOODS: Food or drinks have less than the X time period for consumption

General Do’s and Don’ts

Follow these guidelines before returning items back to the Shopee Warehouse.

• DO include all accessories, freebies, manuals, warranty cards, and bundled items included in your order.

• DO ensure that the original tags and labels are still attached.

• DO take pictures or short videos of the condition of the item/s to be returned before packing and shipping back to the Shopee Warehouse.

• DO show that all inclusions are complete and are protected from damage with styrofoam, bubble wrap, etc., and that the overall return package is packed comprehensively and securely for shipment.

• DON’T return items that you have used or altered.

• DON’T damage the item’s or product’s original packaging.