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Shopee will check the condition of returned products based on the reason for return/refund while taking into account the evidence submitted:

1. Wrong products 

Shopee will check the product against the seller’s listing to verify that the wrong product was sent (e.g. wrong size/color, different product).

2. Damaged products 

Shopee will check for physical damage on the product (e.g. dents, scratches, broken pieces), the product's packaging, and the original packaging of the parcel (if available).

3. Faulty products 

Shopee will conduct relevant device/product checks to verify that the product is malfunctioning or does not work as intended.

4. Counterfeit products

Shopee will verify the product’s authenticity. This is only applicable to products purchased through Shopee Mall.

5. Change of Mind

Shopee will conduct relevant checks to verify that the product’s condition is in its original quality and quantity. This is only applicable to certain products purchased from select sellers. Learn more about Change of Mind.

⚠️ Note

All returned products should have the original tags and labels attached, and with the original free gifts, and accessories included.

6. Product does not meet expectation

Shopee  will check if product returned is either any of the following:

1. Product is far from declared in the seller’s listings 
2. Product is of poor quality/ does not work or function as intended.

Learn more about raising a return & refund request and how to return and track your order for return/refund.