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[Return Refund] I want to return item in original/sealed condition FAQ
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1) What is an 'I want to return item in original/sealed condition' return?
'I want to return item in original/sealed condition' allows you to return eligible products within the Shopee Guarantee Period, provided the item remains unused, unopened, and in its original packaging.
2) What is Shopee Guarantee?
Shopee Guarantee protects buyers by temporarily holding payment to sellers until they confirm their orders have been fulfilled and meet their satisfaction. The Shopee Guarantee Period countdown starts upon the order status being changed to ‘Delivered’.
You may refer to more details here.
3) How can I identify items eligible for the 'I want to return item in original/ sealed condition' returns?
Items eligible for 'I want to return item in original/ sealed condition' returns will be listed as 15 Days Free Returns without an Asterisk (*) whereas ineligible items will be listed as 15 Days Free Returns*.
4) What items are eligible for 'I want to return item in original/ sealed condition' returns?
4) What items are eligible for 'I want to return item in original/ sealed condition' returns?
Fashion, Lifestyle, Electronics and FMCG items, excluding:
- Perishable goods
- Digital products
- Hygiene products
- Selected products from certain categories
Refer to the non-returnable products list here.
5) How do I raise a return/refund request under the 'I want to return item in original/ sealed condition' reason?
Step 1: Select the ‘To Receive’ tab under ‘My Purchases’ on the Me tab
Step 2: Select the order you wish to return
Step 3: Click on ‘Return/Refund’
Step 4: Select ‘I have received all of my items but there are issues’
Step 5: Select ‘I want to return item in original/ sealed condition’ as your reason
Step 6: Click the ‘Confirm’ button
⚠️ Note:
- For bundle or add-on deal purchases, buyers must select all products included in the deal. Only then will 'I want to return item in original/sealed condition' be available as an option in the list of Return/Refund reasons.
6) How do I ensure that my 'I want to return item in original/ sealed condition' request gets accepted?
- Original labels/tags/seals remain intact.
- Products under the Electronic Category have to remain SEALED (i.e., the seal is not broken, been tampered with, or altered) and in RESALABLE CONDITION (i.e., Product has NO sign of: use, wear and tear or any damage) to be considered eligible for the return reason.
- The product is returned in a complete set/quantity.
- Serial numbers are intact.
- The product has not been installed and uninstalled (e.g., the thermal seal has not been broken, or the product has not been taken apart).
- The product isn’t classified as hazardous material or uses flammable liquids/gases.
- The product isn’t a speciality product, which includes:
- Mystery boxes, brand boxes, surprise boxes.
- Custom or made-to-order products.
- Virtual goods (e.g. e-vouchers).
- Precious metals (e.g. gold, silver, etc.).
- Precious gems (e.g. diamonds, emeralds, etc.).
- Fresh flowers and live plants.
- A product that Shopee considers non-refundable.
7) Will there be extra costs incurred during the return process?
The sellers will bear the return shipping cost and buyers will incur no additional fees.
8) How long does it take to get my refund?
The duration of the return/refund process will depend on the nature of your payment method:
- Credit/debit card payments will be credited to the same card within 3-5 working days.
- Payment made via online banking will be credited back to you in 1-3 working days, ShopeePay and cash payment at retail stores will be credited to your ShopeePay account within 24 hours.
Find out more about Refund Timelines for the different payment methods.
You will have 2 days to select the return shipping option after your request for a return has been approved and 6 days to ship the parcel via:
- Drop Off to any Pos Laju, J&T or SPX Express outlets OR
- Pick Up via SPX Express, Flash Express and J&T Cargo for Bulky Items.
Refer to here for more information.
10) How do I check the status of my return?
Select your order under the ‘To Receive’ tab and check your return status under ‘shipping information’.
Yes, you can cancel your return request by clicking the ‘Cancel Request’ button on the tracking page.
12) Is it possible to exchange instead of return the item?
Although item exchanges are not allowed, you may submit a return/refund request and place a new order.
13) Can I request a return/refund after selecting ‘Order Received’?
Yes. You can raise a return/refund request within the Shopee guarantee period.
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