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How to request a Return/Refund for Counterfeit items?
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This is applicable ONLY for products bought from Shopee Mall Sellers. If you received counterfeit items purchased in Shopee Mall, you may follow the instructions below when filing a Return/Refund request.
To do so, select To Receive under My Purchases via the Me tab > Select Return/Refund corresponding to your order > I have received my items but there are issues > select product(s) and quantity to return > Select Next.
Then, select Reason > select return/refund reason Counterfeit product > select Confirm > provide evidence and description (if applicable) > Submit.
Choose the preferred Shipping option to return your order to the seller.
⚠️ Note • If you experience issues uploading the evidence needed for return/refund, you can try our basic troubleshooting. |
Once you have submitted your request, kindly wait for the resolution. You will receive both an in-app push notification and an e-mail about the return instructions.
Discuss with the Seller your return/refund request
Once your Return & Refund request has been submitted, the Seller may reach out to you to make a counter-offer. You will have 1 day to respond back. You have these three (3) response options:
1. Accept Proposal
2. Counter Offer
3. Reject and proceed with the return of items
To return your order
Ensure you ship the item to the Shopee Warehouse within 5 days. Failure to do so will result in the automatic cancellation of your request. Remember to package the items properly according to Shopee Guidelines. Learn more about returning your order.
Once the warehouse successfully receives the item, it will undergo quality checking.
⚠️ Note • If you choose Self-Arrange for return shipping, you can return the item to our Shopee Warehouse. • Shopee Warehouse detail in Calamba: • Receiver Name: Shopee Warehouse Returns Department (Dock 5) • Receiving Hours: 6 AM to 3 PM (Monday to Saturday ONLY) • Note that returns are not accepted after 3 PM, leading to the cancellation of your Return & Refund request. |
Get your refund
For Shopee Mall, once the Shopee Warehouse has received and validated the returned item, your refund will automatically be credited to you. Learn about how long it will take to receive your refund.
Learn more about Shopee’s Return & Refund Policy.
