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[Return Refund] What kind of products are not allowed for Physical Return?
English | Bahasa Malaysia
Items that are categorised under the following categories are physically non-returnable:
Type | Products |
Perishable goods 👉 Products that have a shorter shelf life and may deteriorate quickly due to environmental factors (i.e temperature, humidity). E.g: fresh produce, baked goods, cooked food, live products, chilled and frozen products, live plants, etc. | • Food & Beverages > Fresh & Frozen Food • Food & Beverages > Dairy & Eggs • Food & Beverages > Bakery • Food Delivery • Live plants |
Hygiene related 👉 Goods that are not suitable for return due to health protection or hygienic reasons. |
• 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 |
Digital Products 👉 Virtual goods that don’t involve a physical product to be delivered. E.g. travel vouchers, mobile/game top-ups, software, warranty, online subscription plans. | • Tickets, Vouchers & Services • 'Deals Near Me' |
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.
What’s the claim window for buyers to raise a return/refund request for perishable items?
1. Shopee Supermarket
Shopee Supermarket allows refund requests for perishable items within 1 day of delivery and 2 days from the date of its first tracking status being updated.
Any requests raised after this period will not be entertained as Shopee would be unable to assess the condition of the item. Refer below for more details:
Claim Window | |
Damaged/Wrong Item | Within 1 day from the date of delivery |
Lost/Wrong Delivery | Within 2 days from the date of handover to the logistics partner |
2. Other perishable products (Non-Shopee Supermarket)
Claim Window | |
Damaged/Wrong Item/Faulty | Within 3 days from the date of delivery |
