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Shopee Mall Terms of Service

Welcome to Shopee Mall. Shopee Mall is an additional service on Shopee where Shopee-registered Buyers will be able to enjoy the rights and privileges described in these Shopee Mall Terms of Service (these “Shopee Mall Terms of Service”) when purchasing Mall Items (defined below) on Shopee Mall from any of our participating Sellers that have been carefully selected by Shopee (such Sellers, “Mall Sellers”, and such Buyers, “Mall Buyers”). If you are a Mall Buyer, you will be deemed to have consented to the terms and conditions described in these Shopee Mall Terms of Service when you make purchases on Shopee Mall. Similarly, if you are a Mall Seller, you will be deemed to have consented to the terms and conditions described in these Shopee Mall Terms of Service by your continued participation in Shopee Mall. These Shopee Mall Terms of Service supplement the Terms of Service and the other Shopee Policies, of which these Shopee Mall Terms of Service forms a part – please read the Terms of Service and the other Shopee Policies available on the Site as they contain important information regarding your rights and obligations. Any terms that are used in these Shopee Mall Terms of Service that are not defined here will have the meanings given to such terms in the Terms of Service and/or the applicable Shopee Policy. All terms and conditions described in these Shopee Mall Terms of Service are subject to change at Shopee’s discretion pursuant to the Terms of Service.

1.           Shopee Mall Refunds and Return Policy

1.1     Mall Buyer may apply for a refund and/or return of an item purchased on Shopee Mall (a “Mall Item”) by completing the return/refund request on the Site and returning the Mall Item as described below at any time prior to the expiry of the Shopee Guarantee Period as stated in the Terms of Service.

1.2     Please note that Mall Buyer must ship or drop off the Mall Item to or at a location designated by Shopee within five (5) days after the return/refund request is raised and in any event no later than the last day of the Shopee Guarantee Period. All Mall Items that are returned must be returned via a courier designated by Shopee by no later than the last day of the Shopee Guarantee Period. Shopee reserves the right to reject any return/refund request application where the Mall Item was shipped or dropped off by Mall Buyer later than five (5) days after the return/refund request is raised.

Shopee will notify Mall Seller in writing if Shopee receives a return/refund request from Mall Buyer. Mall Seller shall respond to Mall Buyer’s return/refund request according to the steps provided by Shopee in the written notification. Mall Seller must respond within the timeframe stipulated in Shopee’s written notification (the “Stipulated Period”). Should Shopee not hear from Mall Seller within the Stipulated Period, Shopee will assume that Mall Seller has no response to Mall Buyer’s return/refund request and will proceed to assess Mall Buyer’s return/refund request without further notice to Mall Seller. Shopee will review each Mall Seller’s response on a case-by-case basis and, in its sole discretion, determine whether Mall Buyer’s return/refund request may be successful against the circumstances stated by Mall Seller.

1.3     The approval of Mall Buyer’s return/refund request will be made by Shopee and/or Seller (as appropriate) in its sole discretion after reviewing Mall Buyer’s completed return/refund request and inspecting the condition of the Mall Item that was returned. In all cases, Mall Buyer acknes and agrees that Shopee’s decision is final, conclusive, and binding, and covenants, and agrees that it will not bring suit or otherwise assert any claim against Shopee or its affiliates in relation to such decision.

If any additional conditions apply to a certain Mall Item, Shopee will inform you via the Site, SMS, or email. The conditions for the Mall Items subject to return are referred to as the “Return Conditions”.

1.4     In addition, please note that certain types of Mall Items may be excluded from this Shopee Mall Refunds and Return Policy described in these Shopee Mall Terms of Service, including:

1. Digital goods, such as mobile top-up cards, audio or video recording or software;
2. Goods that are perishable or may otherwise deteriorate or expire rapidly, such as groceries; and
3. Goods that are not suitable for return due to health protection or hygienic reasons, such as cosmetics, swimwear and underwear.

If any Mall Item is excluded from this Shopee Mall Refunds and Return Policy described in this Shopee Mall Terms of Service, Shopee will make reasonable efforts to publish that information on our Site or otherwise inform the Mall Buyers; however, please note that our policies may change without notice at any time and certain Mall Items may be subject to exclusion after Mall Buyer has purchased them. Any Mall Item that is subject to exclusion from this Shopee Mall Refunds and Return Policy described in this Shopee Mall Terms of Service is referred to as an “Excluded Item”.

1.5     Shopee reserves the right to (a) add to or otherwise amend the list of Excluded Items and/or the Return Conditions and (b) amend, terminate, or suspend this Shopee Mall Refunds and Return Policy described in this Shopee Mall Terms of Service (including the length of the Shopee Guarantee Period), in each case, at any time in its sole discretion.

1.6     Shopee may reject in its sole discretion any returned Mall Item (and the related return/refund request):

1. that is an Excluded Item;
2. that does not meet the Return Conditions; or
3. if the Mall Item was returned in a manner that does not comply with Section 1.2 above.

Please note that Shopee’s determination will be based on the list of terms of conditions in effect at the time of such determination (including the list of Excluded Items, the Return Conditions and Shopee Guarantee Period), and therefore pursuant to Section 1.5 above, such list of Excluded Items, the Return Conditions and/or the length of Shopee Guarantee Period may be different from those in effect at the time Mall Buyer has completed the return/refund request and/or returned the Mall Item.

Where applicable, if Shopee rejects a return/refund request where the returned Mall Item is received by Shopee/Mall Seller, Shopee/Mall Seller will organize the delivery of such Mall Item to the relevant Mall Buyer’s address to which the Mall Item was originally delivered, and Shopee shall be the one to cover any costs incurred in delivering the Mall Item back to such Mall Buyer.

1.7     Shopee reserves the right to terminate a User’s access to Shopee Mall if it suspects any abuse of the Shopee Mall Refunds and Return Policy described in this Shopee Mall Terms of Service and, if Shopee deems appropriate, may also impose penalties (including recovery of any fees or charges incurred as a consequence of such abuse).

1.8     This Shopee Mall Refunds and Return Policy described in this Shopee Mall Terms of Service are in addition to the general Refunds and Return Policy described in the Refunds and Return Policy. If there is any inconsistency, this Shopee Mall Refunds and Return Policy described in this Shopee Mall Terms of Service will prevail in respect of Mall Items.

2.           Mall Seller Terms and Conditions

2.1    If you are a Mall Seller, you should have received a separate written notification from Shopee informing you of your selection to participate in Shopee Mall. If you decide not to participate in Shopee Mall at any time, please inform Shopee in writing; otherwise, you will be deemed to have elected to continue your participation in Shopee Mall and consented to the terms and conditions set out in these Shopee Mall Terms of Service.

2.2    Each Mall Seller warrants that the Mall Item it offers on Shopee Mall and actually delivered to Mall Buyer (a) complies with (i) applicable law and (ii) the specifications listed (and made available to Mall Buyer) on the Site, including any and all product warranties, specifications, drawings, samples, performance criteria and all applicable quality, safety and hygiene requirements, and (b) will be free from defects. Each Mall Seller understands and agrees that it will be responsible for any non-conformity or defect in, or any public or private recall of, any of the Mall Items, and will hold Shopee harmless from any losses relating to the foregoing.

2.3    If a Mall Seller is found to have offered or sold any Mall Item on Shopee Mall that is restricted under Shopee’s Prohibited and Restricted Items Policy, Shopee reserves the right to, at its sole discretion, remove the offending Mall Items from Shopee Mall, and execute refunds (and any adjustments) to Mall Buyers who have purchased such Mall Items (even if Mall Buyers did not comply with any of the requirements described in Section 1 above), in which case Mall Seller agrees to reimburse Shopee for all such refunds (including any related costs and charges) and authorizes Shopee to deduct such amounts from any amounts payable to Mall Seller or take such other action as deemed appropriate by Shopee in its discretion.

2.4    Shopee’s determination to approve a refund or return of a Mall Item pursuant to Section 1 above is binding on the relevant Mall Seller. Mall Sellers agree to comply and do all such things as necessary to give effect to a Mall Buyer’s return/refund request approved by Shopee. For the avoidance of doubt, the obligation of Mall Seller under this Section will apply whether or not Mall Seller has opted to handle its own returns by submitting an application to Shopee’s Direct Return-to-Seller Program.

2.5    For any return/refund request approved by Shopee where the returned Mall Item is received by Shopee, Shopee will organize the delivery of the relevant returned Mall Item to the address provided by the relevant Mall Seller to Shopee in writing for the completion of the refund and return process, at no additional cost to such Mall Seller so long as such address is in the country in which the relevant Mall Item was listed for sale on the Site (a “Local Address”). If Mall Seller fails to provide a Local Address for return of the returned Mall Item or otherwise fails to accept delivery of the returned Mall Item within a reasonable period of time (as determined by Shopee), Shopee reserves the right to dispose of such Mall Item in any manner it sees fit and Mall Seller shall be deemed to have forfeited all rights to such Mall Item.

2.6    Notwithstanding the above, Shopee may determine at its sole and absolute discretion that a Mall Item approved for refund or return shall not be returned to Mall Seller, and Mall Seller shall be deemed to have forfeited all rights to such Mall Item. 

2.7    For any refund or return rejected by Shopee where the relevant Mall Item was received by Shopee, Shopee will organize the delivery of such Mall Item to the relevant Mall Buyer’s address pursuant to Section 1.6 above.

2.8    Where Shopee approves any refund or return request, Mall Seller may appeal such decision by contacting Shopee and providing evidence in support of such appeal.  If Shopee upholds Mall Seller’s appeal, it will disburse all or part of the Buyer’s Purchase Monies to Mall Seller.  Mall Seller acknowledges and agrees that Shopee’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Shopee or its affiliates in relation to such decision.

2.9 Notwithstanding any other clause in this Shopee Mall Terms of Service and other Shopee Policies, Shopee reserves the right to charge Mall Seller a fee for the administration of return/refund requests for and on behalf of Mall Seller. The amount and frequency of such fee shall be as Shopee may prescribe from time to time.

3.       Shopee Mall 100% Authentic Product Policy

3.1     All products listed by Mall Sellers must be 100% authentic.

3.2     Counterfeit products are prohibited from being listed in Shopee Mall. The term “counterfeit” encompasses a product that was made in exact imitation of an existing brand with the intention to deceive or defraud and may include, but is not limited to:

1. A product that violates any local country laws in which they are sold;
2. A product that is a fake or a replica of an existing official product;
3. A product that has never been produced by a specific brand;
4. A product that is significantly under-priced;
5. A product containing a registered trademark on the product, the packaging or anywhere related to the product without the authorization of the trademark owner;
6. A product that contains specific design elements (e.g. cartoon characters or colourways) protected by a trademark; without the authorization of the trademark owner;
7. A product that bears such similarities with other products (e.g. a replica of a branded item with or without altered logos) without the authorization of the trademark owner;
8. A product that has no visible trademark on the product image on the listing, but the delivered product includes a trademark; and
9. Usage of a photo on the listing that contains the trademark of a brand.

3.3        Original equipment manufacturer (“OEM”) brands are permitted as long as no official brand logo is displayed on any OEM product image and no official brand name is stated in any part of the product information.

3.4        If requested by Shopee, the Mall Seller shall promptly provide documentation to Shopee that proves (to Shopee’s reasonable satisfaction) the authenticity of the Mall Item including, but not limited to, manufacturer sales invoices, authorized distribution agreements and/or certificates of authenticity (“Proof of Authenticity”).

3.5     If the Mall Seller fails to provide Proof of Authenticity, the Mall Seller shall:

(a)    accept the return of the Mall Item from the Mall Buyer; and

(b)   be liable to compensate Shopee for such other costs, expenses, losses and liabilities suffered or incurred by Shopee (including, but not limited to, loss of goodwill) as determined at Shopee’s sole discretion.

3.6       In the event that Shopee determines, at its sole discretion, that Mall Seller has violated Section 3, Shopee may take all appropriate measures, including but not limited to removing the counterfeit Mall Item listing from the Site, prohibiting the publication of the same or similar goods and/or restricting, suspending or terminating the Mall Seller's Shopee account and/or access to Shopee Mall. Mall Seller's obligations and liabilities under these Terms of Service will not be affected by the restriction, suspension or termination of the Mall Seller’s account.

4.         Shopee Mall Commission Fees

4.1       Shopee charges a fee for all successful transactions completed by Mall Sellers on the Site (“Shopee Mall Commission Fee”). The Shopee Mall Commission Fee is borne by the Mall Seller, and is calculated as (a) 3.36% of the Gross Settlement Price, for the sale of certain computers & accessories (e.g., desktop computers, laptops, and desktop & laptop components), certain mobile & gadgets (e.g., mobile phones, tablets, and wearable devices) and digital products; (b) 4.48% of the Gross Settlement Price, for the sale of other computers & accessories (e.g., network components, peripherals & accessories, keyboards & mouse, monitors, data storage, printers & scanners, office equipment, software), other mobile & gadgets (e.g., accessories, walkie talkies, sim cards), gaming & consoles, and home appliances (c) 5.60% of the Gross Settlement Price, for the sale of fast-moving consumer goods (e.g. beauty, food & beverages , health products, mom & baby, and pets); and (d) 6.72% of the Gross Settlement Price, for the sale of any other products that are not otherwise specified herein. The Gross Settlement Price is the Seller’s original listing price of an item, minus any Mall Seller-sponsored discounts or vouchers, rounded to the nearest peso. For avoidance of doubt, the categorization of an item set out in Section 4.1 (a), (b), (c), and (d) above shall be at Shopee’s sole and absolute discretion. The Shopee Mall Commission Fee is inclusive of value-added tax. Shopee shall issue Official Receipts for the Shopee Mall Commission Fee.

4.2       Following the successful completion of a transaction, Shopee shall deduct the Shopee Mall Commission Fee from the Buyer’s Purchase Monies, and remit the balance to the Mall Seller in accordance with Section 11.2 of the Terms of Service.

4.3       For the avoidance of doubt, the Shopee Mall Commission Fee under this Shopee Mall Terms of Service applies in addition to the Transaction Fee under the Terms of Service.

4.4       All Mall Sellers who, prior to July 29, 2019, are part of our Free Shipping Special program, will have their Mall Commission Fee waived for the first two (2) months. Thereafter, the total of the Shopee Mall Commission Fee and FSS Commission Fee will be charged.

5. Shopee Milk Formula Guarantee

5.1       The Shopee Milk Formula Guarantee program is Shopee’s commitment to brand authenticity and product freshness of each qualifying milk formula product. The Shopee Milk Formula Guarantee shall only apply to milk formula products that are: a) listed on Shopee Mall; and b) bearing the Shopee Milk Guarantee Seal in the product image (“Qualifying Milk Formula Products”).

5.2       Mall Buyers may apply for a refund and return of any purchased Qualifying Milk Formula Product if such Qualifying Milk Formula Product: (a) does not meet the Shopee Mall 100% Authentic Product Policy under Section 3 above; or (b), the expiration date of the Qualifying Milk Formula Product is less than six (6) months from date of first attempted delivery of such Qualifying Milk Formula Product (“Freshness Guarantee”).

5.3       If the Qualifying Milk Formula Product does not meet the (a) Shopee Mall 100% Authentic Product Policy in Section 5.2(a) above, the affected Mall Buyer shall be refunded 200% of the Buyer’s Purchase Monies, and (b) Freshness Guarantee in Section 5.2(b) above, the affected Mall Buyer shall be refunded 100% of the Buyer’s Purchase Monies.  All refunds shall be made through the same mode as the original payment method, unless the payment method was cash on delivery in which case refunds shall be made to the Mall Buyer’s ShopeePay E-Wallet.

5.4       Shopee reserves the right to, at its sole discretion and without prior notification, reject, refuse or exclude a Mall Buyer’s claim under this Shopee Milk Formula Guarantee including (without limitation) where the claim for refund and return is not complete, incorrect, non-compliant or non-fulfilment of any of the applicable terms, or where there is any attempt to compromise or tamper with the Qualifying Milk Formula Product. Shopee reserves the right not to disclose the reasons for unsuccessful claims. No correspondence will be entertained.

5.5       All of Shopee’s decisions on this Shopee Milk Formula Guarantee are final and binding including but not limited to determining eligible claimants, number of submissions per claimant, legibility of photographs and submissions, time and date cut-offs, limits to this Shopee Milk Formula Guarantee, and maximum amount of refund.

Last update: 01 June 2023