Return Policy Page

1. Application for Returns/Refunds

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.

For the avoidance of doubt, an application for a refund and/or return may be made whether prior to or after the expiry of the Shopee Guarantee Period as stated in the Terms of Service. Users may communicate with each other privately to resolve their differences prior, during or after using Shopee Guarantee.

2. Application for the Return of an Item

Buyer may only apply for

(i) the refund of the Item where such Item has not been received by Buyer (“Unreceived Items”), or

(ii) the refund and/or return of an Item received by Buyer (“Received Items”) in the following circumstances:

a) Buyer received an empty and/or suspicious parcel;

b) The Item received was incomplete (missing quantity or accessories);

c) Seller has delivered an Item that does not match the agreed specification (e.g. wrong size, colour, etc.) to Buyer;

d) The Item was defective and/or faulty (e.g. does not work as intended);

e) The Item received is an expired product;

f) The Item received is a counterfeit product;

g) The Item received has physical damage that was sustained during the delivery process (e.g shattered/broken Items, scratches/dents, damaged outer packaging, spilled liquid/contents);

h) By way of private agreement with Seller and Seller must send his/her confirmation to Shopee confirming such agreement; and

i) The item is in its original/sealed condition provided that:

i. The Items listed by Shopee at [Return Refund] I want to return item in original/sealed condition shall not be eligible.

ii. Refunds and/or returns of Mall Items shall be governed by the Shopee Mall Terms of Service in addition to this Refunds and Return Policy;

iii. Where applicable, Items must be returned to Seller: (a) in original packaging, (b) with original tags/labels attached, (c) new, sealed, and with no signs of usage (i.e. no stains, damages or signs of washing), (d) containing all Items, as sent by Seller, including all free gifts; and (e) in compliance with any other criteria determined by Shopee from time to time; and

iv. Such refund and/or return is subject to conditions and exclusions, as determined by Shopee from time to time, at its sole discretion.

Buyer’s application must be submitted via the Shopee mobile app in accordance with Section 2.1 or 2.2 (as the case may be).

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.

2.1 Received Items

Buyer may raise a refund and/or return request up to fifteen (15) days after (i) the day that the status on the Shopee app is updated as “Delivered” (in respect of a Received Item delivered by a third-party logistics partner identified on the Shopee platform as a “Shopee Supported Logistics partner” (“Shopee Supported Logistics Partner”), or (ii) the estimated delivery date (in respect of any other Received Item). Please note that, if required by Shopee, Buyer must (i) select their return shipping method on the Shopee app within three (3) days of being notified to do so, and (ii) ship the Received Item to the applicable return location for the selected return shipping method within seven (7) days after the return shipping method is selected. Non-compliance with such timeline will result in the automatic cancellation of Buyer’s refund and/or return request. 

2.2 Unreceived Items

Buyer may raise a refund request in respect of Unreceived Items:

(i) (in respect of Unreceived Items to be delivered by Shopee Supported Logistics Partners) where the expected delivery date has passed or the status of the Unreceived Item on the Shopee app has been updated as "Delivered", but Buyer has not received the Unreceived Item, and

(ii) (in respect of other Unreceived Items) at any time after the status of the Unreceived Item on the Shopee app has been updated as having been shipped out.

2.3 The approval of Buyer's request for refund and/or return will be made by Shopee in its sole discretion, and shall be subject to your compliance with such conditions as may be specified by Shopee from time to time. 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.