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Why are Hygiene-Related Goods Non-Returnable?
Hygiene-related goods are mostly fashion items that are closely related to personal wear that are physically non-returnable due to health protection and hygiene reasons. Once these items are opened or worn, they may pose a health risk to others, and their safety or cleanliness can no longer be guaranteed.
Items that are categorised under Hygiene-related Good
Fashion Accessories > Additional Accessories > Masks
All Innerwear & Underwear
All Women Clothes > Lingerie & Underwear
Women Clothes > Maternity Wear > Nursing Bras
All Swimming Attire
Sports & Outdoors > Sports & Outdoors Apparel > Sport Bras
Mom & Baby > Milk Formula & Baby Food
What is the refund process for non-returnable items?
Shopee will request evidence from both buyer and seller for non-returnable items. Both parties are given 1 calendar day to respond.
If the buyer provides evidence within 1 calendar day but the seller misses the deadline, Shopee will refund the buyer (as long as the buyer’s evidence is valid).
Sellers may raise a dispute in 3 calendar days with their own valid evidence to get compensated.
If the refund is due to the seller's fault (item not well packed/didn’t pack complete quantity/sent wrong item), Shopee reserves the right to not compensate the seller.
💡 Tip: For non-returnable items, buyers will only see the option ‘Refund Only’ when they raise Return/Refund requests.
What if the seller wants the non-returnable items back?
Buyers are not required to send non-returnable items back to sellers. Sellers may appeal to our Customer Service or Dispute team to request for compensation by providing valid proof.