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The terms and conditions for buyers returning products on Shopee are as follows:

Reasons for return/refund

Buyers can return products for the following reasons:

• Parcel not delivered
• Missing part of the order
• The seller sent the wrong item (e.g. wrong size, model)
• Damaged item

- Spilled liquid/contents

- Shattered products

- Outer packaging damaged

- Scratch/dents

- Other types of damages

• The product is defective or does not work
• Counterfeit product(s) (only for Shopee Mall)
• Empty Parcel
• Expired Product(s)
• I want to return item in original/ sealed condition

Sellers may raise a dispute if they do not agree with the reason for Return/Refund. In such cases, Shopee will investigate the case and provide a fair resolution based on evidence provided by both parties.  Learn more on our Refunds and Return Policy. You may also refer to here - I want to return item in original/sealed condition FAQ. 

Special Return Policies for Selected Official Stores

Certain Official Stores may follow additional brand-specific return and warranty policies that differ from Shopee’s standard return and refund process. The brand-specific policies may be contained within the product listing description and/or linked outside the Shopee app/platform.

In such cases, Shopee's standard return and refund process may be updated accordingly to take into account the brand-specific processes. Please ensure that you read and are aware of any such brand-specific return and warranty policies in addition to Shopee's own policies. 

Evidence submission

Buyers must submit strong photo and/or video evidence that clearly supports the reason for the Return/Refund, where applicable. Some examples include: 

• Photos and/or videos showing product errors or defects (for damaged/faulty products) 
• Photos of the parcel’s internal and external packaging

 Shopee may request for further supporting documents if:

• Submitted evidence is not of acceptable quality. Clear, high-quality evidence must be provided. Evidence that does not support the buyer’s claim will be rejected.
• Seller raises a dispute towards the case and evidence is required for further investigation.

Return of products 

Buyers should ensure that returned products are properly packed to avoid damage during shipment to the return address.

Buyers should prepare the following supporting documents in case there is a need to dispute a seller’s rejection of the return product(s):

• Official proof of shipment with information such as delivery service, receipt number, sender/recipient names, contact number, and shipping address.
• Other evidence that shows an agreement was reached (especially if the buyer is returning using a non-traceable mailing option).

Return Postage

Shopee may cover the return postage up to a certain limit, depending on the nature of your return/refund. The process can be done through pick-up or drop-off. Learn more on [Return Refund] How do I return my wrong/damaged/missing item once the return request has been confirmed?.