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How to request a Return/Refund for Wrong Items?
If the seller sent you wrong items (e.g. wrong size, model, etc.), you may follow the instructions below when filing a Return/Refund request.
To do so, select Return/Refund corresponding to the order > Select the product(s) to return > Indicate the quantity to return > 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 Received Incorrect Item(s) > select Seller sent wrong item (e.g. wrong size, model) > Next > Provide the required evidence as stated in the remarks and description of the refund request > Check or edit your Contact Email > Submit.
In the Return/Refund Details page, click the 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. 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. 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
Make sure to ship out the item within 5 days. Please ship within 5 days to avoid 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 maximum of 2 days to respond and complete the quality check of the item/s from when the Seller received the parcel.
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.
