What is Shopee's refund and return policy? Shopee's refund and return policy Review, Features

Pursuant to the terms and conditions of this “Refund and Return Policy” which constitute part of the “Terms of Service”, Buyer may apply for a return of purchased goods (hereinafter referred to as “Goods”) and/or a refund before the expiration of the “Shopee Performance Guarantee Period” set out in these Terms of Service.

Refund and Return Policy

1. Apply for return/refund

Pursuant to the terms and conditions of this “Refund and Return Policy” which constitute part of the “Terms of Service”, Buyer may apply for a return of purchased goods (hereinafter referred to as “Goods”) and/or a refund before the expiration of the “Shopee Performance Guarantee Period” set out in these Terms of Service.

Shopee Guarantee is a service provided by Shopee to assist users in resolving conflicts that may arise during transactions upon their request. Before, during or after using Shopee Guarantee, users may resolve disputes through friendly negotiation or seek assistance from relevant local authorities to resolve any disputes.

2. Refund conditions

Buyer hereby agrees that a refund may only be requested under the Shopee Guarantee or this Refund and Return Policy under the following circumstances:

(1) The buyer has not received the goods;

(2) The product is defective and/or damaged during delivery;

(3) The seller sends the buyer goods that do not meet the agreed specifications (such as wrong size, color, etc.);

(4) The goods received by the buyer do not substantially match the description of the goods advertised by the seller;

(5) In accordance with the private agreement reached with the Seller, the Seller must send Shopee its confirmation information regarding the agreement.

The Buyer's application for a refund must be submitted through the Shopee platform. Shopee will review each application from the Buyer on a case-by-case basis and decide at its sole discretion whether to approve the Buyer's application based on the above conditions and these Terms of Service.

When a buyer files a lawsuit against a seller, the buyer can provide Shopee with a formal notice from the relevant government to request Shopee to continue to hold the purchase funds of the disputed transaction until a formal ruling is made. Shopee may, based on its sole consideration, decide whether it is necessary to continue to hold the purchase funds.

3. Seller’s Rights

When Shopee receives a return and/or refund request from the Buyer, Shopee will notify the Seller in writing. The Seller shall respond to the Buyer's request in accordance with the steps specified in the written notice by Shopee. The Seller must respond within the time frame specified in the written notice (hereinafter referred to as the "Specified Period"). If Shopee does not hear from the Seller within the Specified Period, Shopee will presume that the Seller has no response to the Buyer's request and will continue to evaluate the Buyer's request without further notifying the Seller.

Shopee will review the Seller's responses on a case-by-case basis and, after considering the circumstances described by the Seller, will unilaterally decide whether to approve the Buyer's application.

4. Return conditions

The buyer should ensure that the goods returned to the seller must be in the same condition as when the buyer received them, including but not limited to any items attached to the goods such as accessories, gifts, warranties, original packaging, accompanying documents, etc. If the buyer does not conduct necessary inspections on the goods, or if the goods or packaging are damaged due to other reasons attributable to the buyer, the buyer's right to return the goods will be affected. We recommend that the buyer take a photo of the goods immediately upon receipt.

5. Responsibility for shipping costs for product returns

(1) For errors that the Seller cannot foresee (such as damage or wrong goods delivered to the Buyer), the Seller will bear the Buyer's return shipping costs;

(2) If the buyer changes his mind, the buyer should return the goods if the seller agrees to return the goods, and the buyer shall bear the shipping costs;

(3) In the event of a dispute between the buyer and the seller regarding who shall bear the shipping costs, Shopee shall have the sole discretion to determine which party shall bear the return shipping costs.

6. Refund for returned goods

The buyer must wait until the seller or Shopee confirms that the returned product is eligible for return and in good condition before a refund can be obtained. If Shopee does not hear from the seller within the specified time, Shopee will unilaterally decide whether to refund the applicable amount to the buyer without further notice to the seller. For more information on the seller's response time limit, please click this link. Refunds will be made to the buyer's applicable credit/debit card or designated bank account.

7. Communication between buyers and sellers

Shopee encourages users to negotiate with each other in a friendly manner when problems arise in transactions. Since Shopee is only a platform for users to conduct transactions, buyers should contact the seller directly if they have any questions related to the purchased goods.