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This is applicable ONLY for products bought from Shopee Mall Sellers. If you received counterfeit items purchased in Shopee Mall, you may follow the instructions below when filing a Return/Refund request. 

To do so, select To Receive under My Purchases via the Me tab > Select Return/Refund corresponding to your order > I have received my items but there are issues > select product(s) and quantity to return > Select Next.

Then, select Reason > select return/refund reason Counterfeit product > select Confirm > provide evidence and description (if applicable) > Submit.

Choose the preferred Shipping option to return your order to the seller.

Once you have submitted your request, kindly wait for the resolution. You will receive both an in-app push notification and an e-mail about the return instructions.

Discuss with the Seller your return/refund request

Once your Return & Refund request has been submitted, the Seller may reach out to you to make a counter-offer. You will have 1 day to respond back. You have these three (3) response options: 

1. Accept Proposal

2. Counter Offer

3. Reject and proceed with the return of items

To return your order

Ensure you ship the item to the Shopee Warehouse within 5 days. Failure to do so will result in the automatic cancellation of your request. Remember to package the items properly according to Shopee Guidelines. Learn more about returning your order.

Once the warehouse successfully receives the item, it will undergo quality checking. 

Get your refund

For Shopee Mall, once the Shopee Warehouse has received and validated the returned item, your refund will automatically be credited to you. Learn about how long it will take to receive your refund.