If the external packaging of the delivered order is visibly damaged:
- Ask the courier if he could wait for you to check the condition of the products.
* If the courier agrees, check the product and reject the package if it is damaged.
If the product is found to be damaged after the courier has left:
- Report the case within 24 hours of receipt via our Shopee App or Web. Shopee will hold the payment until the case is solved.
To report via our Shopee app, go to "Order Detail" ("Me" > "My Purchases" > "To Receive" > "Click on the Order"), scroll down until you find“Request for Return/Refund”.
Under “Reason”, choose “I received product with physical damage.” and click “Submit”.
Upon submitting your Return/Refund Request, please contact the seller via Shopee chat and share the pictures of the damaged external packaging and product.
If the seller agrees to refund, we will refund the amount to the buyer. If the seller rejects the refund, our Dispute Team will contact you for evidence. Please ensure that you have taken photos and videos of the damaged packaging and product(s).
Do not tap “Order Received” until you have checked all products in the package and you are satisfied with the condition of the products.