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[Return Refund] How do I raise a return/refund request?
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Before raising a return/refund request, make sure that the conditions are met and review the allowable reasons to proceed. You can request within the Shopee App while your order is still covered by the Shopee Returns Window, even after selecting the Order Received button.
Seller Type | Buyer Confirm Time | Shopee Returns Window |
Mall | 7 days from delivery | 15 days from delivery (Extended) |
Non-Mall | 3 days from delivery | 7 days from delivery (Extended) |
The location of your order in My Purchases depends on when you raise a return/refund request:
When the Buyer will raise a Return/Refund Request | Order Tab Location |
Before order completion (before Order Received is selected) | TO RECEIVE
|
After order completion (Order Received is selected or automatically triggered as Order Completion) | COMPLETED
|
To raise a return/refund request
Select Return/Refund for the order > Choose a reason > Select the products and quantity > Next.
Then, select Reason > choose the reason > Confirm > provide the required evidence and description > Submit. Users can select from the following reasons:
Received Damaged item(s)
Shattered Products
Scratch/Dents
Spilled Liquid/Contents
Other types of damage
Received Incorrect Items(s)
Did Not Receive Some/All of the items
⚠️Note Returning an item in original/sealed condition (eligible categories only) is not available for Bundle Deals, Add-on Deals, or Purchases with Gifts if you select only part of the order(e.g., returning 1 of 3 items). |
Two solutions may be available:
1. Return and Refund
2. Refund Only (where you can enter your preferred refund amount) is ONLY available for the following reasons below:
· Parcel not delivered
· Missing part of the order
· Empty Parcel
· Shattered Products
· Spilled Liquid/Contents
· Expired Product(s)
· Products under the Perishables and Digital Products and Services categories.
After selecting a solution, Shopee will review your case to decide if a return is needed or if a refund only is possible. Learn more about refund calculation.
⚠️Note • The result of your return/refund request will depend on the proof you submit. • Required fields may vary depending on the reason selected. • Return/refund requests follow the same steps; the main difference is the type of supporting documents required. |
For Refunds
Before requesting a refund, you need to activate ShopeePay or link a valid bank account for smoother processing and prevent the refund from being held or stuck. Check the refund timeline for details.
Your return/refund request will be processed within 7-9 working days, and you will be notified of the outcome via in-app push notification and email:
For Refund Only cases, Shopee will review the case and get back to you on the resolution. Sellers may approve refund-only requests directly if they agree with your request.
For Return and Refund cases, you must return the product to receive your refund (unless otherwise specified). Find out more about how to ship your return parcel.
The final solution may be updated based on Shopee's review.