Hi, how can we help?

English | Bahasa Malaysia

Why are Perishable Goods Non-Returnable?

Perishable goods are items that have a limited shelf life and can spoil, decay, or deteriorate quickly due to environmental factors (i.e temperature, humidity). These products are not suitable for return as their quality can quickly deteriorate over time, especially after delivery.

Items that are categorised under Perishable Good

• Food & Beverages > Fresh & Frozen Food (e.g. meat, vegetables, fruits, processed food)

• Food & Beverages > Dairy & Eggs (e.g. milk, butter & margarine, cheese) 

• Food & Beverages > Bakery (e.g. breads, cakes & pies, pastry)

• Food Delivery

• Live plants

What is the refund process for non-returnable items?

Shopee will request evidence from both buyer and seller for non-returnable items. Both parties are given 1 calendar day to respond.

• If the buyer provides evidence within 1 calendar day but the seller misses the deadline, Shopee will refund the buyer (as long as the buyer’s evidence is valid).

• Sellers may raise a dispute in 3 calendar days with their own valid evidence to get compensated.

• If the refund is due to the seller's fault (item not well packed/didn’t pack complete quantity/sent wrong item), Shopee reserves the right to not compensate the seller.

What if the seller wants the non-returnable items back?

Buyers are not required to send non-returnable items back to sellers. Sellers may appeal to our Customer Service or Dispute team to request for compensation by providing valid proof.

What’s the claim window for buyers to raise a return/refund request for perishable items?

1. Shopee Supermarket

Shopee Supermarket allows refund requests for perishable items within 1 day of delivery and 2 days from the date of its first tracking status being updated.

Any requests raised after this period will not be entertained as Shopee would be unable to assess the condition of the item. Refer below for more details:

2. Other perishable products (Non-Shopee Supermarket)