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Please follow the steps below to return your Shopee Mall product.

Step 1: Raise a return/refund request via Shopee App.

Go to ‘To Receive’ under ‘My Purchases’ via the ‘Me’ tab and select the order then select ‘Return/Refund’.

Step 2: Fill in information in return/refund request

Put in information in the required fields, depending on the reason of the return/refund request. You need to:

• Select the product to return
• Choose return refund Reason
• Upload photo(s) as evidence to support your request, if applicable
• Select return refund solution that is applicable

Step 3: Select your preferred Shipping Option

You can choose one of these: Drop-off, Pick-up, or Self-Arrange.

Drop Off

• Select Free Return Couriers like PosLaju, J&T Express or SPX Express.
• Click ‘Confirm’ and drop off your parcel at your selected courier’s branch within 5 days of submitting your return/refund request.
• J&T Express and SPX Express are the preferred methods as the staff can print the AirwayBill (AWB) label at the branch.

Pick Up

• For pick up option, J&T Cargo will be used (min 20kg, max 500kg)
• Choose your preferred pick-up time and address. Click ‘Confirm'.
• Upon confirmation of return/refund, a tracking number will be generated along with a J&T Cargo Return Label.
• J&T Cargo will collect the parcel from the buyer's pickup address during your selected pickup time.

Self-Arrange

• Select ‘More Actions’ then ‘View instructions’ for the instructions to return after submitting your return/refund request.

💡 Tip: Buyers may select Self-Arrange but the shipping cost will be paid by buyers themselves. If the buyer chooses Self-Arrange, the buyer will need to input shipping info such as courier used, tracking number and photo evidence of return shipment.

Step 4: Pack your product properly

Please Include all the free gifts, parts, original tags, and accessories that came with the original parcel.

If the product is damaged while it’s on the way to seller due to insufficient protective wrapping, the seller or Shopee may not be able to provide a favourable refund outcome for the buyer.

💡 Tip: Do include the Return ID or Order ID on the parcel or on the return label for the seller's reference.

⚠️ Important note:

• Your return refund request will be processed within 5 working days after the parcel has arrived in the Shopee warehouse. You’ll be notified of the outcome via in-app push notification and email.
• To find the location to drop off your Shopee Mall return parcel, click here.
• Take a picture of the parcel, air waybill/consignment note and receipt. In case of damages while the parcel is on the way, you may send it to our Customer Service team to help claim for damages.