Return Policy Page
Refunds and Return Policy
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 prior to the expiry of the Shopee Shop Guarantee Period as stated in the Terms of Service.
Shopee Shop Guarantee is a service provided by Shopee Shop, 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 Shop Guarantee.
2. Application for the Return of an Item
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;
● 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; or
● By way of private agreement with Seller and Seller must send his/her confirmation to Shopee Shop confirming such agreement.
Buyer’s application must be submitted via the Shopee Shop mobile app.
ten (10) calendar days after the return request is raised.
In the event where Buyer has commenced legal action against Seller, Buyer may provide the formal notification from the appropriate authority to Shopee Shop to request Shopee Shop to continue to hold the purchase monies until a formal determination is available. Shopee Shop will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.
3. Rights of Preferred Sellers
If you are a Preferred Seller, you should have received a separate written notification from Shopee Shop informing you of your selection to participate in the Shopee Shop Preferred Seller Program. If you decide not to participate in the Shopee Shop Preferred Seller Program at any time, please inform Shopee Shop in writing; otherwise, you will be deemed to have elected to continue your participation in the Shopee Shop Preferred Seller Program and consented to the terms and conditions set out in this Refunds and Return Policy. Shopee Shop may, at any time and at its sole discretion, suspend or remove any Preferred Seller from the Shopee Shop Preferred Seller Program.
Shopee Shop’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 Shop.
For any refund or return request approved by Shopee Shop, Shopee Shop 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 Shop 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 Shop), Shopee Shop 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 Shop within seven (7) days of receiving the Email Notification (“Notification Period”) if Preferred Seller does not receive the returned Item. Failure to notify Shopee Shop 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.
Notwithstanding the above, Shopee Shop 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.
For any refund or return rejected by Shopee Shop where the relevant Item was received by Shopee Shop, Shopee Shop will organize the delivery of such Item to the relevant Buyer’s address pursuant to Section 2 above.
Where Shopee Shop approves any refund or return request, Preferred Seller may appeal such decision by contacting Shopee Shop and providing evidence in support of such appeal. If Shopee Shop 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 Shop’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Shopee Shop or its affiliates in relation to such decision.
4. Rights of Ordinary Sellers
For the purpose of this Refund and Return Policy, Ordinary Sellers are Sellers that are not Mall Sellers or Preferred Sellers.
When Shopee Shop receives an application from Buyer for the return of the Item and/or refund, Shopee Shop will notify Seller in writing. Seller may respond to Buyer’s application according to the steps provided by Shopee Shop in the written notification. Seller must respond within the time-frame stipulated in the written notification (the “Stipulated Period”). Should Shopee Shop not hear from Seller within the Stipulated Period, Shopee Shop 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 Shop 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. Condition of Returning Item
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.
6. Liability of Product Forward Shipping Fee and Return Shipping Fee
● In the scenario of an unforeseen error from the seller's end (i.e - damaged, faulty or wrong product delivered to the buyer), the seller will bear buyer's forward shipping fee and return shipping fee.
● In the scenario of the buyer's change of mind, buyer shall get seller's consent prior to the return request and buyer will bear the return shipping fee.
● In the scenario where both seller-buyer disputing the party liable for the forward shipping fee and return shipping fee, Shopee Shop at its sole discretion will determine the party liable for the forward shipping fee and return shipping fee.
Shopee Shop
For the avoidance of doubt, should the seller be liable for the buyer's forward shipping fee and return shipping fee in any of the above scenarios, the seller shall be liable for the buyer’s forward shipping fee even if the buyer used a Free Shipping Voucher for the delivery of the product.
7. Refunds
Buyer will only be refunded after Shopee Shop has received the confirmation from Seller that Seller has received the returned Item. In the event where Shopee Shop does not hear from Seller within a specified time, Shopee Shop will be at liberty to refund the applicable sum to Buyer without further notice to Seller. For more information on Seller’s response time limits, please click this link. The refund will be made to Buyer’s credit/debit card or designated bank account, whichever is applicable.
8.Communication Between Buyer and Seller
Shopee Shop encourages Users to communicate with each other in the event where problem arises in a transaction. As Shopee Shop is a platform for Users to conduct trading, Buyer should contact Seller directly for any issue relating to the Item purchased.
