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[15 Days Free Returns] MY 15 Days Free Returns - Change of Mind FAQ
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1) What is 15 Days Free Returns - Change of Mind?
15 Days Free Returns offers Change of Mind as a Return / Refund reason that allows you to return eligible products with No Questions Asked* within the 15-Day Shopee Guarantee Period.
2) What is Shopee Guarantee?
Shopee Guarantee protects buyers by temporarily holding payment to sellers until they confirm their orders have been fulfilled and meet their satisfaction. The Shopee Guarantee Period countdown starts upon the order status being changed to ‘Delivered’.
You may refer to more details here.
3) What are the items eligible for 15 Days Free Returns?
Fashion, Lifestyle, Electronics and FMCG items, excluding:
- Perishable goods
- Digital products
- Hygiene products
- Selected products from certain categories
Refer to the non-returnable products list here.
4) How do I know if an item is eligible for 15 Days Free Returns - Change of Mind?
- 15 Days Free Returns - No Questions Asked* label on the product detail page
- Products with the Free Returns flag
on the product card
Non-returnable products will not be eligible for 15 Days Free Returns.
5) How to raise a return/refund request for 15 Days Free Returns under Change of Mind reason?
Step 1: Select the ‘To Receive’ tab under ‘My Purchases’ on the Me tab
Step 2: Select the order you wish to return
Step 3: Click on ‘Return / Refund’
Step 4: Select ‘I have received all of my items but there are issues’
Step 5: Select ‘Change of Mind’ as your reason
Step 6: Click the ‘Confirm’ button
6) How do I ensure that my 15 Days Free Returns get accepted?
- Original labels/tags/ seals remain intact
- Products under the Electronic Category have to remain SEALED (i.e., the seal is not broken, been tampered with, or altered) and in RESALABLE CONDITION (i.e., Product has NO sign of: use, wear and tear or any damage) to be considered eligible for Change of Mind returns.
- The product is returned in a complete set/quantity.
- Serial numbers are intact
- The product hasn’t been installed and uninstalled (e.g. the thermal seal hasn’t been broken, or the product hasn’t been taken apart)
- The product isn’t classified as hazardous material or uses flammable liquids/gases
- The product isn’t a speciality product, which includes:
- Mystery boxes, brand boxes, surprise boxes
- Custom or made-to-order products
- Virtual goods (e.g. e-vouchers)
- Precious metals (e.g. gold, silver, etc.)
- Precious gems (e.g. diamonds, emeralds, etc.)
- Fresh flowers and live plants
- A product that Shopee considers non-refundable.
7) Will there be extra costs incurred during the return process?
No additional costs would be incurred by buyers. The return shipping cost will be borne by Sellers.
8) How long does it take to get my refund?
The duration of the return / refund process will depend on the nature of your payment method:
- Payment by credit / debit card will be credited to the same card within 7-14 working days.
- Payment via online banking, ShopeePay and cash payment at retail stores will be credited to your ShopeePay account within 24 hours. Refer to here for more information.
Once your request for a return has been approved, you will be required to return the item(s) to the seller within the next 5 days. You can ship your parcel via:
- Drop Off to any Pos Laju, J&T or SPX Express outlets OR
- Pick Up via SPX Express, Flash Express and J&T Cargo for Bulky Items.
Refer to here for more information.
10) How do I check the status of my return?
Under the ‘To Receive’ tab, select your order and under ‘shipping information’ you can check your return status. Refer to here for more information.
11) Can I cancel after raising a return request?
Yes, you will be able to cancel your return request by clicking on the ‘Cancel Request’ button on the tracking page.
12) Is it possible to exchange instead of returning the item?
Exchange of items is not allowed, you may submit a return/refund request and place a new order.
13) Can I raise a return/refund request after selecting ‘Order Received’?
Yes. You can raise a return/refund request within the Shopee guarantee period.
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