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You can request a Return/Refund when your order is still under the 'To Receive' tab. You should proceed with a Return/Refund request if:

• Parcel not delivered
• Parcel was delivered with missing items
• Received the wrong product(s)
• Received a faulty product
• Received a counterfeit product
• Received a product with physical damage
  • Spilled liquid/contents
  • Shattered/Broken products
  • Outer packaging damaged
  • Slight scratches/dents
  • Other types of damage
• Change of mind (T&C applied)

Shopee will provide initial return solutions based on the selected sub-reason.

If your order is completed, please follow the steps in the article 'Can I raise a return/refund request after selecting Order Received?'.

Here's how to request a Return/Refund:

Step 1: Go to the 'Me' tab through the Shopee app and find your order in the 'To Receive' tab

Step 2: Select your order

Step 3: Click on the 'Return/Refund' button

Step 4: Choose between 'I have received my items but there are issues' and 'I didn't receive my item'

Step 5: Choose your Return/Refund reason.

Step 6: Click the 'Confirm' button

Step 7: Describe your request and include photo evidence (you can include 1-3 photos)

Step 8: Press the 'Submit' button

Kindly note that you may only raise a Return/Refund request after the order has passed the Estimated Delivery Date or once the order has been delivered. Otherwise, the 'Return/Refund' button will be greyed out and you will be prompted with the error message below if you proceed to click the button. 

Follow up on your case:

After you have successfully requested a refund, it will take 2 working days for the Shopee team to come up with a final decision. You will be able to check for any updates through the 'Discuss' button of your case.

*Discuss also allows you to update additional supporting documents (pictures) which could assist you with your case further.

*You are advised to keep an eye on the case and may need to respond promptly should the Shopee Agent need more evidence from your end. Please refer to our article 'What are the effective supporting evidence I can submit as evidence for my refund/return request?'.