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Refunds and Return Policy
1. Application for Returns/Refunds
1.1 Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, Buyer may apply for return of the purchased items (“Item”) and/or refund prior to the expiry of the Shopee Guarantee Period as stated in the Terms of Service.
1.2 Shopee Guarantee is a service provided by Shopee, on User’s request, to assist Users in dealing with certain conflicts which may arise during the course of a transaction. Users may communicate with each other privately to resolve their differences or approach their relevant local authorities to assist them in overcoming any dispute prior, during or after using Shopee Guarantee.
2. Application for the Return of an Item
2.1 Buyer may only apply for the refund and/or return of the Item in the following circumstances:
- The Item has not been received by Buyer;
- The Item was defective and/or damaged on delivery;
- The Item received is incomplete (missing quantity or accessories);
- Seller has delivered an Item that does not match the agreed specification (e.g. wrong size, colour, etc.) to Buyer;
- The Item delivered to Buyer is materially different from the description provided by Seller in the listing of the Item;
- The Item received is a counterfeit item**;
- The Item received has physical damage (e.g. dented, scratched, shattered);
- The Item received is faulty (e.g. malfunction, does not work as intended);
- By way of private agreement with Seller and Seller must send his/her confirmation to Shopee confirming such agreement;
- Change of mind*;
- Expired products; or
- Empty / suspicious parcels.
*Items of certain categories are not eligible for Change of Mind returns and/or refunds.
**Counterfeit item return policy is applicable to Shopee Mall and preferred sellers only.
2.2 Buyer’s application must be submitted via the Shopee mobile app.
2.3 Shopee will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is successful.
2.4 Please note that, if required by Shopee, Buyer must ship the Item to a location designated by Shopee within five (5) calendar days after the return request is approved.
2.5 The approval of your request for refund and return will be made by Shopee in its sole discretion. Buyer acknowledges and agrees that Shopee’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Shopee or its affiliates in relation to such decision.
2.6 In the event where Buyer has commenced legal action against Seller, Buyer may provide the formal notification from the appropriate authority to Shopee to request Shopee to continue to hold the purchase monies until a formal determination is available. Shopee will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.
3. Rights of Preferred Seller
3.1 If you are a Preferred Seller, you should have received a separate written notification from Shopee informing you of your selection to participate in the Shopee Preferred Seller Program. If you decide not to participate in the Shopee Preferred Seller Program at any time, please inform Shopee in writing; otherwise, you will be deemed to have elected to continue your participation in the Shopee Preferred Seller Program and consented to the terms and conditions set out in this Refunds and Return Policy. Shopee may, at any time and at its sole discretion, suspend or remove any Preferred Seller from the Shopee Preferred Seller Program.
3.2 Shopee’s determination to approve a refund or return of an Item pursuant to Section 2 above is binding on the relevant Preferred Seller. Preferred Sellers agree to comply and do all such things as necessary to give effect to a Buyer’s request for a refund or return approved by Shopee.
3.3 For any refund or return request approved by Shopee, Shopee will notify the Preferred Seller by email (“Email Notification”) and organize the delivery of the relevant returned Item to the address provided by the relevant Preferred Seller to Shopee in writing for the completion of the refund and return process, so long as such address is in the country in which the relevant Item was listed for sale on the Site (a “Local Address”). If Preferred Seller fails to provide a Local Address for return of the returned Item or otherwise fails to accept delivery of the returned Item within a reasonable period of time (as determined by Shopee), Shopee reserves the right to dispose of such Item in any manner it sees fit and Preferred Seller shall be deemed to have forfeited all rights to such Item. Preferred Seller must notify Shopee within seven (7) days of receiving the Email Notification (“Notification Period”) if Preferred Seller does not receive the returned Item. Failure to notify Shopee within the Notification Period shall be conclusive evidence of, and result in the Preferred Seller having accepted that, the delivery of the Item has occurred, and Preferred Seller agrees not to make any claims or raise any disputes regarding any such Item.
3.4 Notwithstanding the above, Shopee may determine at its sole and absolute discretion that an Item approved for refund or return shall not be returned to Preferred Seller, and Preferred Seller shall be deemed to have forfeited all rights to such Item.
3.5 For any refund or return rejected by Shopee where the relevant Item was received by Shopee, Shopee will organize the delivery of such Item to the relevant Buyer’s address pursuant to Section 2 above.
3.6 Where Shopee approves any refund or return request that is raised in-app via the dispute resolutions centre (“Online Dispute”) or via webform after the Shopee Guarantee Period has elapsed (“Offline Dispute”), Preferred Seller may appeal such decision by contacting Shopee and providing evidence in support of such appeal. Preferred Seller must appeal within the time-frame stipulated in the written notification by Shopee (the “Stipulated Appeal Period”). Should Shopee not hear from Preferred Seller within the Stipulated Appeal Period, Shopee will assume that Preferred Seller has no response to Buyer’s application and will proceed to assess Buyer’s application without further notice to Preferred Seller. If Shopee upholds Preferred Seller’s appeal, it will disburse all or part of the purchase monies to Preferred Seller. Preferred Seller acknowledges and agrees that Shopee’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Shopee or its affiliates in relation to such decision.
4. Rights of Ordinary Sellers
4.1 For the purpose of this Refund and Return Policy, Ordinary Sellers are Sellers that are not Mall Sellers or Preferred Sellers.
4.2 When Shopee receives an application from Buyer for the return of the Item and/or refund, Shopee will notify Seller in writing. Seller may respond to Buyer’s application according to the steps provided by Shopee in the written notification. Seller must respond within the time-frame stipulated in the written notification (the “Stipulated Period”). Should Shopee not hear from Seller within the Stipulated Period, Shopee will assume that Seller has no response to Buyer’s application and will proceed to assess Buyer’s application without further notice to Seller. Shopee will review each Seller’s response on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application may be successful against the circumstances stated by Seller.
5. Rights of Korean Sellers
5.1 The rights of Sellers that are located in Korea (“Korean Sellers”) in relation to this policy are set out in this Section 5, and Sections 3 and 4 of this policy shall not apply to Korean Sellers.
5.2 When Shopee receives an application from Buyer for the return of the Item and/or refund, Shopee will proceed to assess Buyer’s application without further notice to Korean Seller. Shopee will review each application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application may be successful.
5.3 Where Shopee approves any refund or return request, Korean Seller may appeal such decision by contacting Shopee and providing evidence in support of such appeal. Any appeal must be made within (i) three (3) days of the date the Buyer is refunded in the case of Online Disputes, and (ii) one (1) month of the date the Buyer is refunded in the case of Offline Disputes. If Shopee upholds Korean Seller’s appeal, it will disburse all or part of the purchase monies to Korean Seller. Korean Seller acknowledges and agrees that Shopee’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Shopee or its affiliates in relation to such decision. Korean Sellers acknowledges and agrees that (i) the returned Item will not be shipped back to Korean Seller; (ii) Shopee reserves the right to dispose of such returned Item in any manner it sees fit; and (iii) Korean Seller shall be deemed to have forfeited all rights to such returned Item.
6. Condition of Returning Item
6.1 For Change of Mind returns and/or refunds, and subject always to Clause 2.1, Buyer must ensure that the Item remains unused with its tag (if any) remaining on the Item when returning the Item. Without limiting the generality of the foregoing:
a) Items must be returned in their original, unopened packaging, with seals and shrink-wrap intact. All tags, manuals, and accessories that were included with the purchase must be returned as well;
b) For clothing and wearables, Items must be unworn (except for trying on purposes), unwashed, with all original tags attached, and must not have signs of wear or use; and
c) For health and beauty products, Items must be unopened and in their original packaging.
6.2 For other refund and/or returns permitted under Clause 2.1, to enjoy a hassle-free experience when returning the Item, Buyer should ensure that the Item, including any complimentary items such as accessories that come with the Item, must be returned to Seller in the condition received by Buyer on delivery. We will recommend Buyer to take a photo of the Item upon receipt.
7. Liability for Forward Shipping Fee and Return Shipping Fee
(a) In the scenario of an unforeseen error from the seller's end (i.e. - damaged, faulty, incomplete or wrong Item delivered to the buyer), the seller will bear buyer's forward and return shipping fees.
(b) In the scenario of the buyer's change of mind, buyer, depending on category of the Item, shall get seller's consent prior to the return request. The seller will bear the return shipping fee.
(c) In the scenario where both seller-buyer disputing the party liable for the return shipping fee, Shopee at its sole discretion will determine the party liable for the return shipping fee.
8. Refunds
8.1 Buyer will only be refunded after Shopee has received the confirmation from Seller that Seller has received the returned Item. In the event where Shopee does not hear from Seller within a specified time, Shopee will be at liberty to refund the applicable sum to Buyer without further notice to Seller. The refund may be made via the same payment method used by the Buyer for the original purchase (“Original Payment Method”). In the event that Shopee is unable to effect the refund via the Original Payment Method for any reason whatsoever (including, but not limited to, where the Original Payment Method is no longer valid or cannot be used to receive funds), Buyer acknowledges and agrees that (i) Shopee may effect the refund via the issuance of Shopee vouchers (of equivalent value to the refund amount) in accordance with such timeline as may be determined by Shopee, and (ii) upon issuance of such vouchers, Buyer shall have no further right or claim against Shopee in connection with such refund.
8.2. In the event that a request for a refund has been approved by Shopee and the purchase monies had already been disbursed to Seller, Shopee may deduct the necessary amount from the Seller’s Seller Balance in accordance with the Terms of Service.
9. Communication Between Buyer and Seller
9.1 Shopee encourages Users to communicate with each other in the event where problem arises in a transaction. As Shopee is a platform for Users to conduct trading, Buyer should contact Seller directly for any issue relating to the Item purchased.
Last updated: 19 March 2024
