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[Shopee Mall Return] What criteria does Shopee use to check returned products?
English | Bahasa Malaysia
Shopee will check the condition of returned products while taking into account the evidence submitted. Depending on the return/refund reason, the criteria that we use are as follows:
Reason | Criteria |
Wrong products
| Shopee will check the product against the seller’s listing to verify that the wrong product was sent (e.g. wrong size/colour, different product). |
Damaged products
| Shopee will check for physical damage on the product (e.g. dents, scratches, broken pieces), the product's packaging, and the original packaging of the parcel (if available). |
Faulty products | Shopee will coordinate the device/product checks to verify that the product is malfunctioning or does not work as intended. |
Counterfeit products | Shopee will verify the product’s authenticity. |
Item Does Not Fit (Wrong Size) | Shopee will check if the items are eligible for return. Refer here for a detailed list of products that are eligible products. |
Change of Mind | Shopee will check if the items are eligible for return and the item is returned in the original condition received. |
Empty/Suspicious Parcel | Shopee will check for physical damage on the packaging (e.g. torn, signs of repackaging, double cellophane tape, etc.) and the consignment note on the parcel. |
Expired Product | Shopee will check for the expiry or manufacturing date stated on the product. |
⚠️ Important Note: All returned products (except incomplete/missing products) must be returned with the original tags and labels attached along with the original free gifts and accessories included.
