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How to request a Return/Refund for Damaged Items?
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If you received damaged items, 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 the product(s) and quantity to return > Select Next.
⚠️Note Some completed orders are still eligible for refund and are in the Completed tab as long as the order is still within Shopee Returns Window. |
Then, select Reason > select return/refund reason: Damaged Item > select from either Scratch/dents, Spilled liquid/contents, Shattered products or Other types of damage > select Confirm > provide the required evidence as stated in the remarks and description of the refund request > Submit.
For shattered/broken products and spilled liquid/contents:
After submission, Shopee will review and update the refund request. No return is required for highly damaged items. However, the final solution may change after Shopee's review.
For scratches/dents and other types of damage:
In the Return/Refund Details page, Select Shipping Option to choose the shipping option preferred to return your order to the seller.
⚠️Note • If you experience issues in uploading the evidence needed for return/refund, you can try our basic troubleshooting. |
Once you have submitted your request, kindly wait for the resolution:
Solution | What will happen? |
Refund Only | Shopee will investigate and get back with the resolution. |
Return and Refund | You will receive both an in-app push notification and an e-mail about the return instructions. |
To return your order
Make sure to ship out the item within 5 days. Failure to ship within 5 days will automatically result in the cancellation of your request. Items should be packaged properly according to Shopee Guidelines. Learn more about returning the order.
For Local Marketplace, the Seller has a max of 3 days to respond and complete the quality check of the item/s from the time the parcel was received by the Seller.
Get your refund
Learn about how long it will take to receive your refund.
For the Refund Only solution, you will be refunded once Shopee approves the request.
For Local Marketplace, once the Seller has received and validated the returned item, you will receive a notification about the request approval and instructions on how to get your refund payment via in-app push notification or email.
For Shopee Mall and Overseas, once the Shopee Warehouse has received and validated the returned item, your refund will automatically be credited to you.
Learn more about Shopee’s Return & Refund Policy.
