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What are the conditions for requesting a return/refund?
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To ensure a smooth return or refund, please make sure your request meets Shopee’s Return and Refund Policy.
For orders that are successfully delivered, if the Order Received and Return/Refund buttons are grayed out, the shipping information status might not be updated yet. Kindly wait within 24 - 48 hours for the courier to update your order status.
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 the order is not yet received:
For Paid/Non-COD orders nearing the end of the Shopee Returns Window, you can check what you can do for orders that have not yet arrived.
For COD orders, no refund will be issued as the payment hasn't been made yet.
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.
Return & Refund Guidelines for Shopee Mall products
If the buyer requests a Refund Only, the seller must approve the request. If the seller disputes it, a Shopee agent will step in to mediate. Depending on the investigation, the buyer may still need to return the product, even if they requested a refund only.
For Shopee Mall returns, kindly follow the Return & Refund Guidelines for Shopee Mall products.
Change of Mind is only eligible for selected products with the Change of Mind label. Learn more about filing Change of Mind Returns.
The following conditions apply to Digital Products:
The order was successful but I did not get the expected promotion.
I did not receive my top-up.
Received the wrong amount of top-up.
Returns/Refunds requests will only be accepted within the Shopee Returns Window.
For requests for Return/Refund due to a change of mind, please also note that the return of personal items such as undergarments, innerwear, swimsuits, used makeup, perishable goods, grocery items, jewelry (earrings), and adult products is prohibited.
For items bought via Bundle Deals, return/refund will only apply to the entire bundle. Partial requests are prohibited. Should the bundle contain any items ineligible for returns, you will not be able to return the entire bundle.
