TikTok Shop Customer Order Cancellation, Return and Refund Policy

1. Overview

• This TikTok Shop Customer Order Cancellation, Return and Refund Policy (hereafter referred to as "this Policy") covers our policies on aftersales processes for TikTok Shop (hereafter referred to as "the platform") transactions, including order cancellation, return of items and refunds.
• The Platform may take enforcement action as set out in this Policy, the Seller Performance Evaluation Policy, any other Platform Policy, and the Seller Terms of Service.
• This Policy is not exhaustive, and Sellers are solely responsible for ensuring that they do not engage in any practice that is prohibited under this Policy, and that they comply with applicable laws and regulations, and all Platform Terms and Policies.
• Sellers may wish to seek independent legal advice if they have questions about the laws and regulations concerning their practices.
• Our Policies are updated periodically. Unless otherwise required by applicable laws and regulations, we will generally notify you in advance of any changes to this Policy. Please see the Seller Terms of Service for details of how we may make changes to our terms and policies. Sellers are responsible for checking this page regularly to ensure they comply with our Policy.

2. Shipping Types

There is one type of shipping available on TikTok Shop.

• Ship by Seller is a shipping type where sellers must choose a carrier from the list of the platform's Approved Integrated Carriers to fulfill the order.

3. Order Cancellation

Order Cancellation can be carried out by Sellers, Customers or the Platform depending on the order status.

3.1 Cancellation by Sellers

• Sellers can cancel orders any time before the order is "Shipped - In Transit". However, this will add to your Seller-Fault Cancellation Rate.

Note: Sellers are prohibited from asking customers to cancel their orders.

3.2 Cancellation by Customers

Customers may cancel orders unilaterally depending on the order status. There are no penalties for sellers unless the reason "Late Shipment" is selected, in which case other consequences may occur in accordance with other applicable policies.

• *Customers can cancel orders that have not been delivered 3 calendar days after the maximum Estimated Delivery Date. These cancellation requests may be automatically approved by the platform.
• If the platform does not approve the requests, sellers must review these requests within 1 business day of submission.
• If the seller takes no action against a cancellation or refund request, the pending requests will be automatically approved.

3.3 Cancellation by the Platform

The platform may cancel orders for the following reasons:

• Payment Failure: There might be situations where cancellations are caused by payment failure (such as credit charge-back) or customers' fraudulent purchases. In such circumstances, the platform will notify the seller in the Seller Center and alert them via email when an order is cancelled. Sellers do not need to take further action other than acknowledging the order as cancelled in the Manage Orders section.
• Suspicious activity: Sellers should note that the platform may also investigate and take action in the following circumstances:
  • Detection of a high frequency of order cancellations
  • Suspicion of any violation of our policies/guidelines
  • Suspicion of any fraudulent behavior
  • Detected breach of our fulfilment guidelines
  • Orders that verified to be invalid
  • Abnormal and/or fraudulent transactions
• Late Dispatch: Orders that are not updated to "To Ship - Awaiting Shipment" or "Ready-to-Ship" according to the timelines outlined in our Order Fulfilment Timelines article may be automatically cancelled by the platform. Please also refer to the Auto-Cancellation article for more information.

For cancellations by the platform, payment will be refunded to customers if payment has been made.

4. Returns and Refunds (After-sale Service Requests)

4.1 Return and Refund Requests by Customers

• Customers may raise a return/refund request within 30 calendar days after the package is updated to "Delivered".
• After the 30-day return window has passed, customers may still be entitled to raise a case for a return and refund under Buyer Protection within 90 calendar days.
• Buyer Protection is an extended refund protection offered by TikTok Shop on eligible orders at no cost to customers. If a product is damaged, defective, or not as described and it is after the 30-day return window, a customer can raise a ticket to TikTok Shop within 90 calendar days from the date the order was received.

The following products are not eligible for Buyer Protection.

• If the seller rejects the return/refund request, the customer can edit the request and resubmit within 48 hours after the seller's rejection. The customer can also raise a dispute with TikTok Shop within 7 calendar days; otherwise, the return/refund request will be closed by the platform.
• After approving the return/refund request, the customer must upload the necessary logistics information required to return the product within:
  • 14 calendar days of return request approval or
  • 30 calendar days of order delivery, whichever is longer

If the customer fails to do so within the timelines above, the request will be automatically closed.
For approved returns

• Customers can either ship the product back to the seller or, if available, drop it off at one of the platform's designated drop-off points.
  • For eligible customers, refunds will be processed upon drop-off by the Logistic Service Provider (“LSP”). Read the Speedy Refunds section for more information.
• It is the customer's responsibility to ensure that they enclose the correct and complete item when making a return.
• If the seller does not receive the returned product within 14 calendar days after the customer uploads the logistics information of the returned product, the platform will automatically refund the customer. Sellers can contact the platform support for compensation if the returned product is delayed or lost in transit.

After the after-sale period (30 calendar days after the package is "Delivered"), if the customer still wishes to submit a complaint, they can either directly communicate with the sellers or contact TikTok for customer support by clicking on the specific order in the TikTok app.

4.2 Handling Returns and Refunds (Sellers)

If a customer files a return/refund request, sellers must follow the requirements below to handle the return request appropriately.

4.2.1 Timelines reviewing Return/Refund requests

• All sellers must respond to all return/refund requests within 2 business days of the customer submitting the request. If the seller does not contest the request, a refund will be automatically approved.

For approved returns

• Within 2 business days of receiving the return product, the seller must review the condition of the product and approve/reject the returned product. Otherwise, the returned product will be automatically approved.
  • Sellers may reject the return if the quality of the condition of the returned product is not satisfactory (e.g. the product has been damaged, the product is missing, components are missing etc.).

4.2.2 Return/Refund Guidelines for Sellers

• Sellers must not reject a customer's return/refund request without justification.
• For "No longer needed" returns, products must meet additional criteria as outlined in the "No longer needed" returns section. If this criteria is not met, sellers may reject the return.
• Sellers must refund the exact amount the customer paid for the product.
• Sellers can choose to refund the customer without receiving the returned product(s). However, sellers must accept the relevant risk or loss associated with this decision.
• Subject to the platform's applicable enforcement policies, if a seller account is terminated under applicable circumstances, all refund requests submitted by customers will be disposed of by the platform. The platform reserves the right to dispose of associated refund requests at its sole discretion in order to protect the interests and rights of customers.

4.2.3 Shipping Cost of Product Return

• For "No longer needed" returns, the return shipping fee will be borne by the customer. If the customer is eligible for Free Returns, the fee will be covered by the platform.
• For Seller-fault returns, the return fee will be borne by the seller. TikTok shall determine, in its sole and absolute discretion, the party at fault for the customer refund/return request. In making its decision, TikTok shall review the relevant supporting documents submitted by all parties. Seller-fault return causes include (but are not limited to) the following:
  • Shipping an incorrect/counterfeit product, missing parts or accessories.
  • Shipping a product that is defective or does not work properly.
  • The product is damaged due to poor packaging.
  • The product did not match its listing description.

4.3 Speedy Refunds

Eligible customers will receive immediate refunds when their returns are scanned at the drop-off point. These are referred to as Speedy Refunds.

• Speedy Refund is available for selected returned orders. The criteria of Speedy Refund can be modified from time to time by the platform.
• Sellers no longer need to approve the refund for the orders eligible for Speedy Refund.
• Sellers who are dissatisfied with the returned products' condition can appeal the Speedy Refund by raising an appeal in the Seller Center within 14 calendar days from when the order becomes appealable.

4.4 Returns for Orders that are "No Longer Needed"

Customers may return most products by selecting "No Longer Needed" as their return reason.

• Certain categories of products are ineligible for this return reason.
• Certain categories of products have additional criteria that need to be fulfilled upon return.

For more information, read the Returns for items that are "No longer needed" article.

4.5 Return/Refund reasons

Customers may select a variety of reasons for making return/refund requests. Sellers may raise a dispute if they disagree with the reason selected. Please refer to the TikTok Shop Aftersales Dispute Policy for more information.

4.5.1 Product Issues

If a product does not meet the sale contract, the customer can request a return or refund for the following reasons:

• The product does not match the description.
• The product is defective or not working.
• The wrong product was sent.

The seller must follow local consumer laws and approve the return if the customer has a valid complaint. The seller must then either refund the purchase price or replace the defective product with a new one of similar or better functionality.

4.5.2 Inconsistent or Incorrect Products

If a customer receives an item that differs from what was ordered, they can select "Product doesn't match the description" or "Wrong product sent" when submitting a return/refund request. Customers may need to provide supporting materials with the request. Items considered physically different include:

• Products that do not match the seller's description.
• Irrelevant items.
• Items with incorrect specifications, such as color, shape, technical features, or brand.

4.5.3 Defective Products

If the customer receives a damaged or defective item, they can select "Product is defective or doesn't work" when requesting a return/refund. Supporting materials may be required. Defective items include:

• Items that are damaged or broken.
• Items with poor quality or performance due to design flaws or safety concerns.
• Items that are unsuitable for their intended purpose.
• Any other issues that affect the product's use, safety, or security.

4.5.4 Logistics issues

Customers can submit a return/refund request for logistics issues, such as lost, empty, misrouted, or damaged packages. Valid reasons include:

• The package was damaged upon delivery.
• The package was not delivered within the expected time frame.

The seller must comply with local consumer laws and, if the customer has a valid complaint, either:

• Refund the customer, or
• Ship a replacement at the seller's expense.

4.5.5 Delayed Delivery

Sellers must follow the Customer Order Shipping Policy and work with their logistics partner to ensure the product is delivered on time. The Platform encourages sellers to negotiate with the customer to arrange the proper handling of any delayed delivery.

4.5.6 Products Not Received

Customers can request a refund with the reason "I haven't received the package" if they haven't received their ordered items. Sellers may be required to submit:

• Proof that the package was handed to the correct carrier.
• Details of the shipment, including dispatch date, time, and location.
• Evidence showing the product's quantity, condition when packed, and any package seals.

The platform may also request additional documentation from either party for investigation purposes.

4.5.7 Damaged Packages

If packages have been damaged in transit (such as packages arriving with broken seals, stains, stitching defects, etc.), sellers may request the carrier to provide factual evidence to show that the package(s) had been properly delivered and received.

5. Customer Disputes

The Platform encourages sellers to handle all after-sale issues and to communicate with customers quickly and appropriately.
It is important to note that while we do not actively intervene in after-sale issues, we do offer customers voluntary after-sales dispute handling services to assist in resolving conflicts with sellers.
More information on the platform after-sales dispute handling service can be found in our Aftersales Dispute Policy.