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[Return Refund] What are the terms and conditions for returning products?
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The terms and conditions for buyers returning products on Shopee are as follows: Requests that do not meet Shopee’s Return and Refund Policy are ineligible for return/refund.
If the return/refund is not requested within the allowable time frame, the Return/Refund button will be disabled and the order will be automatically tagged as Order Received.
If you wish to return/refund an item, make sure that these conditions are met. Please note that the conditions for requesting a return/refund are dependent on where you purchased your product.
⚠️Note · For items that are ineligible for return, the solution available is Refund Only. · For Shopee Mall returns, kindly follow the Return & Refund Guidelines for Shopee Mall products. · For Change of Mind, note that not all products are eligible for Change of Mind Return/Refund. · Returns/Refunds due to a Change of Mind free returns will only be accepted for requests within the Shopee Returns Window. · Please note that the return of specific non-returnable items is prohibited. |
For items bought via Bundle Deals, partial return/refund requests are allowed except when it’s due to Product does not meet expectations and the Change of Mind. However, should the bundle contain any items ineligible for returns, you will not be able to return the entire bundle but you may request a partial refund on the affected item.
Evidence submission
Buyers must submit evidence that supports the reason for the return/refund, where applicable. Some examples include:
Photos and/or videos showing product errors or defects (for damaged/faulty products)
Photos of the parcel’s internal and external packaging
Photo of the corresponding airway bill (AWB)
Shopee may request further supporting documents if:
The submitted evidence is not of acceptable quality. Clear, high-quality evidence must be provided. Evidence that does not support the buyer’s claim will be rejected.
Seller raises a dispute regarding the case and evidence is required for further investigation.
Return of products
Buyers should ensure that returned products are properly packed to avoid damage during shipment to the return address.
Buyers should prepare the following supporting documents in case there is a need to dispute a seller’s rejection of the returned product(s):
Official proof of shipment with information such as delivery service, receipt number, sender/recipient names, contact number, and shipping address.
Other evidence that shows an agreement was reached (especially if the buyer is returning using a non-traceable mailing option).
Photos and/or videos showing the returned products and how it was packaged before shipment
Return Shipping Fee
Initially, the return shipping fee for the Self-Arrange return shipping option will be shouldered by the buyer. This will be refunded by Shopee once the Return/Refund process is complete. Learn more about return shipping fees covered by Shopee.
