Shipping Types

• TikTok Shipping: Sellers choose a Logistics Service Provider (LSP) listed by TikTok Shop in Seller Center to ship orders.
• Seller Shipping: With Seller Shipping, you can choose your own Logistics Service Provider (LSP) to ship orders. The LSP must be supported by TikTok Shop, as listed in the Seller Shipping User Guide. This option may only be available to selected sellers.
• Fulfilled by TikTok (FBT): TikTok warehouses handle the storing, picking, packing, and shipping of orders, as outlined in the Fulfilled by TikTok article.

Cancellation

Seller and Customer Cancellation (General Principles)

• If the seller is using Fulfilled by TikTok (FBT), all customer cancellations are handled by TikTok Shop.
• Once payment is made, both customers and sellers can cancel an order before the order status in Seller Center is updated to "Awaiting Collection".
• Sellers and customers can communicate with each other before a cancellation is made. Sellers are prohibited from using abusive or threatening language and changing any terms of the transaction (such as price) after a sale has been made. For more information, refer to our Customer Service Policy.

Seller Cancellation (General Principles)

• Sellers will not be able to fulfill any orders within the 1st hour of the order placement, known as the "Pending" period. During this "Pending" period, TikTok Shop may automatically approve any customer-raised order cancellations, regardless of shipping type (Seller Shipping, TikTok Shipping, or Fulfilled by TikTok).
• Orders with the "Awaiting Shipment" status canceled by the seller may negatively impact the seller's Seller-Fault Cancellation Rate (SFCR).
• Orders may be automatically canceled if customer payment has not been made within the predetermined time frame set by the seller or TikTok Shop (whichever is applicable).
• If a seller does not act on a customer's cancellation or refund request within 24 hours, TikTok Shop may automatically approve it. A refund will then be issued to the customer. Shipping the item does not automatically reject or close the cancellation request.
• Orders may be automatically canceled if the seller does not update the order status to "Awaiting collection" within the required timeframe. This is defined by the auto-cancellation Service Level Agreement (SLA) for the order type.
• Cancellation Features: Sellers can customize their cancellation settings in the Seller Center. For instructions on how to use these features, refer to the Customizing Your Cancellation Features article.
  • Sellers can access the Automated Cancellation Approval feature to automatically approve cancellation requests when:
    • The customer requests cancellation within a certain timeframe, and
    • The product price falls within a designated price range
  • Select qualified Seller Shipping sellers have access to the adjustable Cancellation Window feature, allowing them to set custom rules for their cancellation window.
    • Sellers can select a cancellation window after the order is placed from 1 of the following options:
      • 1 hour
      • 5 hours
      • 24 hours
    • The 1-hour pending period is the default waiting period and cannot be customized.
    • Sellers who do not customize their cancellation window will follow the standard platform policy, which allows customers to request cancellation before the package is shipped.

Customer Cancellation (General Principles)

• TikTok Shipping: If the order status has not changed to "To Ship" or "Awaiting Collection".
• Seller Shipping: If the cancellation request is made less than 1 hour from the time of ordering during the "Pending" period.
  • For trading cards and other collectibles sold via the bidding feature, cancellations require seller approval. This applies to both TikTok Shipping and Seller Shipping.

Cancellation Rules for Auction Orders

• A customer can request a cancellation before the 2-business-day Standard Shipping SLA from the order date. If this happens, the seller must act on the request within 24 hours. If no action is taken, TikTok Shop may auto-approve the cancellation and issue a refund. To resolve the request, sellers must either upload the tracking number or approve the cancellation. Shipping the item without taking these actions may result in the cancellation being approved.
• A cancellation request may be made after the 2-business-day shipping SLA has passed but before the order is marked as "In Transit". In this case, TikTok Shop may automatically approve the request and issue a refund.
  • For more information on SLAs, refer to the Fulfillment Policy.

Cancellation by the Seller

• A product is no longer available due to out-of-stock reasons
• Unforeseen stock damage

• Notice of all cancellations must be provided promptly to the customer through in-app notifications. All notices must explain the reason for order cancellation and be written in English.
• Customers are entitled to receive a full and prompt refund if the seller cancels the paid order. However, a seller may not request a customer to cancel the order due to their own stock deficiencies or issues.
• Sellers should also note that any unilateral cancellation may lead to negative feedback from customers.

• Warnings
• Auto-cancellation of "In Transit" orders
• Suspensions
• Platform bans

• Detection of a high frequency of order cancellations
• Suspicion of any violation of our policies or guidelines
• Suspicion of any fraudulent behavior

Partial Cancellation by the Seller

• For a multi-item order, sellers can split multiple items of the same Stock Keeping Unit (SKU) into different packages using item-level split shipping. A SKU is a unique code for each product. To do this, they must provide separate shipping labels and tracking information.
• If a product is no longer available (for example, it is out-of-stock or has unforeseen stock damage), sellers can cancel that part of the order at the item level. They can then fulfill the rest of the order (for example, by shipping products of the same SKU from different warehouses) for "Awaiting Shipment" orders. However, these cancellations may negatively impact SFCR.
• Customers are entitled to receive a full and prompt refund if the seller cancels the partially paid order.

Cancellation Due to Payment Failure

• Insufficient funds
• A request declined by the bank
• Risk assessment

"Change of Mind"

• Need to change the payment method
• Discount not as expected
• Bought by mistake
• High shipping fee
• Better price available
• Incorrect shipping address
• Product was not shipped on time
• No longer needed
• Forgot to apply coupons
• Do not want to wait

Order Auto-Cancellation

Sellers may appeal enforcement decisions, including shop deactivation decisions, through the appeal and dispute process available in Seller Center.To appeal individual order cancellations, sellers should contact Customer Service. They must provide supporting documentation that shows the order’s fulfillment status. This can include valid tracking information, proof of shipment, proof of delivery, carrier acceptance scans, or other records that reasonably demonstrate the order is likely to be completed.

Return and Refund After Shipping

• Guide to Managing Returns, Refunds, and Replacements
• For the customer return policy, see Return Policy

Returns and Refunds

• A refund is issued to the customer at the seller's cost, unless specified otherwise.
• TikTok Shop handles all of the following logistics-related requests on behalf of sellers who are using Fulfilled by TikTok (FBT):
  • Package shipped too late, delayed in transit, or never received
  • Damaged item or packaging
  • Package missing an item
  • Wrong item delivered
• Customers may only raise a Return and Refund request after the package status is updated to "In transit".
• Sellers can raise a "Refund only" request for orders that are in transit (shipped status). This option is available if the seller wants to issue a refund to the customer without receiving the returned item back.
• Return and Refund Features: Sellers can customize their return and refund settings in the Seller Center. For instructions on how to use these features, refer to the Customizing Your Return and Refund Features article.
  • Sellers can set rules to trigger auto-approve refund and return requests. For more information, refer to the Seller Preferred Refund without Return section below.
  • Select qualified sellers have access to the adjustable Return Window feature. This allows them to choose and set the length of their return window from the following options:
    • 14 days (some categories)
    • 30 days
    • 45 days
    • 90 days
  • Please note: During designated promotional or holiday periods (such as the Holiday Season return window), seller-configured return windows may be temporarily overridden by TikTok Shop. Once the period ends, seller-configured settings will automatically resume and apply to new orders.
• Customers have the return timeframe specified at checkout or the default 30 calendar days from the date the package is marked as "Delivered" to submit a return and refund request.
• A customer may return a product and get a refund in the following situations below:
  • The customer no longer needs the product.
  • The customer received a product that did not match the product description provided at the time of purchase.
  • The product does not fit properly (specific to fashion category products only).
  • The fabric, material, or style of the product is not as expected (specific to fashion category products only).
  • Poor fulfillment quality may include, but is not limited to:
    • The product was damaged but the shipping box is in good condition.
    • The condition of the product upon delivery was defective.
    • The wrong product was delivered.
    • The product was delivered but is missing a part or has a broken part.
    • The package was delivered but an entire item is missing (not just parts or components).
    • The package was delivered but not received by the customer.
  • "In Transit" Delay: The product is delayed in transit and will not arrive on time.
    • To protect the customer experience, customers will be given the option to request a refund if an order has not been marked In Transit within 7 business days from Awaiting Collection.
  • The product arrived too late: If an order marked In Transit is not updated as Delivered by the Estimated Delivery Date, the customer will be given the option to refund their order. Late deliveries may negatively impact the seller's On-Time Delivery Rate.
• After the specified return window or the standard 30-day return window has passed, customers may still be entitled to raise a case for a return and refund under our Money-Back Guarantee within 90 calendar days.
• Money-Back Guarantee: This is an extended refund protection offered by TikTok Shop on eligible orders at no cost to customers. After the seller's specified return window (or the standard 14-day window) has passed, a customer can raise a ticket to TikTok Shop if a product is damaged, defective, or not as described. This request must be made within 90 calendar days from the date the order was received.
  • Purchases that do not qualify for Money-Back Guarantee include, but are not limited to, pre-owned luxury and collectibles, trading cards, final sale items, items that have been worn or used, and heavy/bulky items. Eligibility is stated on the individual product's details page.
• TikTok Shop offers faster refunds through TikTok Shop Balance, a virtual balance feature for customers to make purchases. Refunds to TikTok Shop Balance are processed after approval, and customers can use their balance for future purchases.
• TikTok Shop allows sellers to dispute and appeal refund requests. TikTok Shop reserves the right to determine if the customer is eligible for a refund. If TikTok Shop determines in favor of the customer, a refund is issued to the customer at the seller's cost. All decisions are final and subject to the direction of TikTok Shop.
• TikTok Shop reserves the right to extend the minimally-required order return windows for specific holidays or promotional events (for example, the Holiday Season return window). Sellers will receive at least 7 days’ notice through Seller Center before any extension takes effect.
• TikTok Shop reserves the right to make decisions on behalf of the seller if the seller is deactivated from the platform.

Handling Returns and Refunds

Refund or Return Basic Principles

• TikTok Shop may auto-approve all return requests for returnable categories (refer to the section titled "Non-Returnable Categories" below for non-returnable categories).
• Sellers have 4 business days to review return and refund requests. If no action is taken within this timeframe, TikTok Shop may automatically approve the request.
• Sellers have 2 business days to review refund-only requests for items $100 or less. For items priced over $100, sellers have 4 business days to take action. If the seller does not take action during that time, TikTok Shop may auto-approve the refund.
• If an order is in transit and undelivered 6 calendar days after the estimated delivery time, no product return is required, and the following refund requirements apply:

• The customer must upload the necessary information required and return the product within 30 calendar days from when the return request is approved. If not, the return request may be closed.
• Customers must ensure that they enclose the correct and original item that was purchased in the same condition in which it arrived when making a return. If a customer accidentally ships the wrong item back, sellers must contact the customer as soon as possible.
  • TikTok Shop cannot guarantee that the correct item will be returned by the customer and received by the seller.
    • Note: The seller may reject the refund, but the seller will not receive any additional or separate reimbursement from TikTok Shop.
  • Neither TikTok Shop nor the customer can guarantee that a returned item will be successfully delivered back to the seller.
• It is the seller's responsibility to track any customer-returned items using the information provided by the customer or the logistics vendor.
• If the Logistics Service Provider confirms receipt of a customer's return package but fails to deliver it to the seller, TikTok Shop may automatically approve the refund 30 calendar days after the customer drops off the package. Sellers may appeal this decision in the Seller Center.
• If a return package shows no logistics update for 10 or more days after entering reverse logistics, the customer may contact TikTok Shop for an accelerated refund. TikTok Shop may issue a refund before the item is delivered back to the seller.
• Sellers can choose to refund the customer without receiving the returned products. However, sellers must accept the relevant risk or loss associated with this decision.
• In order to protect customer rights, TikTok Shop can process any refund requests if a seller's shop is deactivated and manage any recovery of funds in order to reimburse the customer. Refer to our Customer Order Shipping Policy and our Seller Enforcement Policy for more information.
• Sellers are strictly prohibited from diverting customer transactions off TikTok Shop or soliciting additional payments for purchases made on TikTok Shop, both on the platform and offline. Refer to Customer Service Policy for more information.
• Customers can raise a return and refund request after the order status changes to Ready to Ship (RTS). Sellers have 24 hours to review customer requests between Ready to Ship (RTS) and Transit to Ship (TTS). If no action is taken within 24 hours, TikTok Shop may auto-approve the return request. Return requests raised after the order status changes to Transit to Ship (TTS) will be auto-approved by TikTok Shop. If the order is delivered, the customer must return the eligible item in order to receive a refund.
  • Sellers are responsible for correctly and promptly updating their return warehouse address when they move or change address. Failure to do so may result in the seller losing the returned package and any items contained within.
  • If a return package is sent back to the customer because the seller provided a fake, incorrect, or otherwise undeliverable return address, TikTok Shop may issue an accelerated refund to the customer in TikTok Shop's sole discretion. In such cases, the seller is responsible for the refund amount and any associated costs. Sellers may appeal through Seller Center where applicable.
  • TikTok Shop is entitled to take appropriate action, which may include, but is not limited to, destruction or donation of the unclaimed item in any circumstance where the designated delivery address is inaccessible or undeliverable, including customer rejection of a delivery.

Returns and Refunds for Virtual Bundles

Return and Forward Shipping Cost Responsibilities

Return Shipping Fee Responsibilities

Advanced Refund

For Returns

• Refunds may take up to 5 business days. Such returns will not require the seller to approve the refund request after receiving the returned parcels. TikTok Shop may automatically approve refund requests once customers drop off their items.
• Customers will receive an immediate refund once the logistics vendor receives and processes the item at the drop-off point.
  • Note: Items with a purchase price equal to or greater than $100 will not receive an immediate refund when dropped off as a return.
    • Purchase price is defined as the amount the customer paid for any individual item, either the standard price or a promotional or discounted price, with any form of payment, including a voucher. Purchase price does not include shipping fees, taxes, or any additional fees.
  • Note: Items in the pre-owned category at any price point will not receive an immediate refund when dropped off as a return.
• Sellers will be notified of approved refund requests via Seller Center inbox and email. You can review the returned item through the standard 2nd Review process (a secondary review of the returned item's condition) in Seller Center under Orders > Manage Returns.
• If you are not satisfied with the condition of the returned item, you may reject the refund during this 2nd Review. If you reject the refund, TikTok Shop will automatically create a ticket for Customer Service to review. Customer Service will determine whether compensation is warranted based on the evidence submitted, such as images, videos, or comments about the item’s condition.
• Sellers are responsible for the rules they set using the Automate Approve Refunds tool (a feature allowing sellers to set rules for automatic refunds). Appeals will not be accepted for automatic refunds resulting from seller errors in setting or editing rules.

For Undeliverable Orders

• Refunds will be automatically processed once the logistics provider confirms the order is being returned to the seller. Sellers do not need to take any action. TikTok Shop may cancel the order and issue the refund to the original payment method.
• Orders valued at $200 or more will not receive an immediate refund for failed delivery. Instead, TikTok Shop may process the refund after the seller receives the returned item. Additionally, non-returnable items are not eligible for an advanced refund.
• If you do not receive a returned item after an advanced refund has been issued, you may review the refund request starting from 10 days after customer drop-off. During this review period, you may approve or reject the refund.
• If you reject the refund request during your review period, TikTok Shop may automatically raise a ticket to Customer Service for review.
• If no action is taken within 30 days after an advanced refund is issued, the refund may be automatically approved.

Damaged Product Returns (Logistics Cost)

Money-Back Guarantee (previously Buyer Protection Program)

• Eligible items: all returnable and non-returnable products.
• Ineligible items: pre-owned, collectible, and final sale products.

• The purchase price may be refundable if:
  • The customer completed the purchase on TikTok Shop with a valid payment method.
  • The return window posted by TikTok Shop has closed.
  • It has been no more than 90 days since the order status was updated to "Delivered" and the item arrived damaged or defective.
  • The customer has not successfully completed a return or refund for this item, and no refund request is currently in progress.
  • The customer has not requested a chargeback with their payment provider for this item.
  • The seller shipped a defective or damaged item, whether intentional or unintentional.

• The customer will open a claim in the app regarding the issue:
  • The seller will be notified of the claim, reason for claim, and any supporting evidence.
  • The seller must make a decision within 2-4 calendar days (depending on the price of the item).
  • The seller can choose to accept the claim and issue a refund, or initiate a return.
  • If the seller rejects the claim and the order meets all required criteria, TikTok Shop Customer Support may review the evidence and determine the final outcome.
• The customer is required to return the item, if specified by the seller, unless it is unsafe to do so (for example, due to broken glass, hazardous materials, or food safety concerns) within 14 days.
  • If the item is not returned within 14 days, the refund request may be canceled.
  • The customer must return the item in the original condition in which the item arrived along with all included accessories and components.
• Once the seller receives the item, the seller must review it promptly and complete the refund request.
  • If approved, the customer is refunded by the seller.
  • If denied, the seller must clearly explain why.

Auction Protection

Eligible Product Returns

Refund without Return

Platform-Mandated Refund without Return

• For customers: Refund without Return is auto-enabled for products with a purchase price up to $10.
  • Purchase price is defined as the amount the customer paid for any individual item, either the standard price or a promotional or discounted price, with any form of payment, including a voucher. Purchase price does not include shipping fees, taxes, or any additional fees.
• For sellers: Sellers are responsible for the full returnless refund amount for non-seller-fault return reasons (no longer needed or item does not fit).

Seller-Preferred Refund without Return

1. Returnless Refund: Applies to products that require a return.
   • TikTok Shop subsidizes refunds for products with a purchase price up to $10 (not including taxes, shipping costs, or additional fees) under Platform-Mandated Refund without Return. Sellers are responsible for refund costs under their own Seller-Preferred Refund without Return rules. TikTok Shop reserves the right to reject compensating sellers to avoid platform risk.
2. Auto-Approve Refunds: Applies to products that do not require a return, such as food and beverages.
   • When setting their rules, sellers can select their preferred options for the following:
     • Product Category
     • Return Reason
     • Refund Range (the price range of products the seller allows for automatic refunds without a return)
     • Effective Date(s)
     • Return Frequency
   • When a customer's refund request matches a seller's rules, TikTok Shop may automatically process the refund without requiring a return. If a seller wants to appeal an automatic refund, they can do so through the Contact Us page in Seller Center.
     • Sellers are responsible for the rules they set for automatic Seller-Preferred Refund without Return. Appeals will not be accepted for automatic refunds resulting from seller errors in setting or editing rules.
     • Sellers using the automatic Seller-Preferred Refund without Return do so at their own risk and must comply with all applicable laws.

Order Level Refund without Return

Partial Refund

Automate Partial Refund Rules

• Product Category: Only returnable categories are eligible.
• Item Price: Only items priced between $10-$100 are eligible for this feature.
• Return Reason:
  • Wrong item received
  • Damaged item or packaging
  • Defective item
  • Missing or broken parts
  • Item does not match description
• Refund Range:
  • The refund % must be at least 10% of the item's paid price, and the partial refund must be at least $5. If the calculated amount is less than $5, it will default to a $5 refund.
  • The maximum refund % cannot exceed 50%, and the partial refund must be no greater than $50. If it exceeds $50, it will default to $50.
• Strategy Precedence:
  • If a returnless refund is applicable, whether it is platform-mandated or set by the seller under Seller-Preferred Refund Without Return, the returnless refund takes precedence over partial refund.

• Sellers are responsible for the rules they set for automatic Partial Refund. Appeals will not be accepted for automatic refunds resulting from seller errors in rule creation or modification.
• If customers are dissatisfied with a partial refund, they can choose to return the item to receive the remaining amount.
• Sellers using this automatic process do so at their own risk and must ensure compliance with all applicable laws. We reserve the right to disable a seller's access to the partial refund function if we determine that the seller has misused the function.

Customer Service-Initiated Partial Refund

• Buyers cannot request this type of refund themselves.
• Sellers have 2 business days (items ≤$100) or 4 business days (items >$100) to approve or reject the request.
• If the seller does not respond, the request is automatically approved.
• Sellers cannot modify the refund amount.
• If approved, the buyer keeps the item.
• Each item is eligible for only 1 Customer Service-initiated partial refund; any subsequent request must go through the standard return and refund process.

Initiate Partial Refund Offer

• Accept the offer: The aftersales request will be closed, and the partial refund will be issued without requiring the item to be returned.
• Decline the offer or fail to respond within 48 hours: The customer may proceed with the standard return process.

Partial Refund After Return (Based on Damage Level)

Refund Guidance

• Non-sellable items: Refund deduction is possible between 10-50% of the item price, depending on the severity of damage.

Eligibility Conditions

1. Only allowed for returns due to buyer fault reasons.
2. This rule does not apply to returns where a refund was triggered at drop-off.
3. Refund is issued only after the returned item has been received and inspected by the seller.

Batched (Multi-Item) Returns

• Individual items with a purchase price over $400; or
• If the order total for the batched return is valued at more than $1,700

Final Sale Sellers & Items

Lucky Scoop Crystals, a type of 'mystery box' product, are Final Sale products, and are subject to these rules.

• Package not received
• Damaged item or packaging (evidence required)
• Defective item (evidence required)
• Missing item from the package
• Wrong item sent (evidence required)

Item Replacements for Orders With a Return

• If the item arrives damaged, defective, or not as described
• If the wrong item is sent

• The item replacement option is only available to eligible customers (at TikTok Shop's discretion) if the seller has opted in to offer replacements and if the inventory of the original item is in stock at the time of the request.
  • TikTok Shop may automatically refund the customer in the instance that a replacement cannot be offered due to lack of item inventory or participation in item replacements.
• Item replacements are only offered once per original item ordered per customer. A customer cannot request a second replacement of an item once it has already been replaced.
• Certain non-returnable product categories like trading cards, food and beverages, and certain health items are not eligible for replacement with a return at this time.
• The seller will bear the cost of shipping the item replacement from the seller to the customer and the cost of return shipping of the original item.
• If a customer requests a free item replacement of a returnable product for damage, defective, missing parts, not as described, or wrong item, the customer will receive a QR code for dropping off their return. Once the customer drops off their item, a new $0 order is created for the seller to fulfill like a normal order. The seller must follow the same SLAs for a replacement order as an original order.
  • Sellers may cancel a returnable item's replacement order at any time like a normal order, and this will automatically refund the customer the amount of the original order.

Item Replacements for Orders Without a Return

• If the item is marked as delivered, but the customer did not receive it

• Food, beverages, dietary supplements, and other ingestible products (human or animal)
• Live plants, seeds, and fresh flowers

• The item arrives damaged, defective, or not as described
• The wrong item is received

• The item replacement option is only available to eligible customers (at TikTok Shop's discretion) if the seller has opted in to offer replacements and if the inventory of the original item is in stock at the time of the request.
  • TikTok Shop may automatically refund the customer in the instance that a replacement cannot be offered due to lack of item inventory or participation in item replacements.
  • If a customer initiates an after-sales dispute for a replacement and TikTok Shop decides to support the customer, we will issue a refund instead of the seller shipping a replacement.
• Item replacements are only offered once per original item ordered per customer. A customer cannot request a second replacement of an item once it has already been replaced.
• Certain non-returnable product categories like trading cards, collectibles, and pre-owned items are not eligible for replacement without a return at this time.
• The seller will bear the cost of shipping the item replacement from the seller to the customer.
• If a customer requests a free item replacement for "delivered but not received", an item replacement request is sent to the seller to review.
  • The seller can either accept or reject the request for an item replacement without a return.
    • If the seller accepts the replacement request, a new $0 order is created. The seller must follow the same SLAs for a replacement order as an original order. The original item does not need to be returned by the customer at this time.
    • If the seller rejects the replacement request, a customer can re-initiate an item replacement request or initiate a return request in the app. Customers can also seek assistance through TikTok Shop's Customer Support team.
  • Sellers have 1 business day (excluding weekends) to review a replacement request. If no action is taken by the seller after 1 business day from when the request was submitted, TikTok Shop may auto-approve the replacement request.

Item Exchanges for Orders

• Item is too big
• Item is too small
• No longer needed
• Fabric, material, or style not as expected

• The item exchange option is only available to eligible customers (at TikTok Shop's discretion) if the seller has opted in to offer exchanges and if the inventory of the original item is in stock at the time of the request.
  • TikTok Shop may automatically refund the customer in the instance that an exchange cannot be offered due to lack of item inventory or participation in item exchanges.
• Item exchanges are only offered once per original item ordered per customer. A customer cannot request a second exchange of an item once it has already been replaced.
• Most returnable categories are eligible for exchanges at this time. Some of the products that may be excluded are non-returnable items, pre-owned products, and collectibles.
• The seller will bear the cost of shipping the item exchange from the seller to the customer. TikTok Shop covers the cost of the return shipping of the original item.
• If a customer requests a free item exchange for item too big or too small, the customer will receive a QR code for dropping off their return. Once the customer drops off their item, a new $0 order is created for the seller to fulfill like a normal order. The seller must follow the same SLAs for an exchange order as an original order.
  • Sellers may cancel an exchange order at any time like a normal order, and this will automatically refund the customer the amount of the original order.

Dangerous Goods (Hazmat) Returns

• For products identified as dangerous goods (hazardous materials), customers must attach a hazmat label when returning the item.
• For damaged hazmat items, transportation restrictions mean these cases will be processed as refund-only requests (no return required).

Non-Returnable Categories

• Food, beverages, dietary supplements, and ingestible products for humans or animals
• Live plants, seeds, and fresh flowers
• Trading cards and collectibles
• Pre-owned items

Virtual Goods

• 2 business days for products priced at $100 or less
• 4 business days for products priced at more than $100

Returns and Refunds of Non-Returnable Items

• Sellers have 2 business days to review return and refund requests for non-returnable items that are $100 or less. For non-returnable items priced over $100, sellers have 4 business days to take action. If the seller does not take action during that time, TikTok Shop may auto-approve the refund.
• In instances where the item is categorized as non-returnable and the customer is unsatisfied with the seller's decision on their return and refund request, the customer has the right to open an appeal ticket with TikTok Shop's Customer Service team. TikTok Shop may then assess the relevant evidence and make the final decision on the return and refund request.

Product Issues

• The product does not match the seller's description.
• The product is defective or does not work.
• The seller sent the wrong product.

• Promptly refund the full price paid for the product (note: customers must receive their full refund in which the payment was received and not in any other money equivalents such as store credit); or
• Replace the defective product with a new item of equivalent or better functionality.

Inconsistent or Incorrect Products

• Items that are not as described on the seller's product listing page
• Items that have wrong specifications (such as color, shape, size, technical characteristics, or brand)

Defective Products

Definition of Defective Products

• Items that are damaged or broken
• Items that are not of satisfactory quality or performance due to faulty design or product safety concerns
• Items are not fit for the purpose for which they were sold to the customer.
• Any other product issues that negatively affect the customer's product use, safety, or security

Handling of Defective Product Disputes

• Prepare and submit the relevant supporting documents to demonstrate the product's compliance with the sales contract.
• Prepare and submit all required safety or compliance standards, including but not limited to product authenticity documents and conditions of shipping.
• In the case of further escalation by the customer, TikTok Shop may start a dispute process and request supporting documents from both the seller and customer for a case investigation.

Handling of Missing Parts or Accessories Disputes

• Prepare and submit the relevant supporting evidence that all items or orders were fully shipped as per the customer's orders.
• Provide any assembly, item information, or documents that clearly indicate all item parts or accessories that should have accompanied the ordered items.
• In the case of further escalation by the customer, TikTok Shop may start a dispute process and request supporting documents from both the seller and customer for case investigation.

Logistics Issues

Handling of Logistics Issues

• The package was damaged on delivery.
• The customer did not receive the package within the prescribed amount of time and the customer did not consent to the delay.
• The seller's response must comply with any federal, state, and local customer statutory and common law rights. At a minimum, where the customer has a valid complaint under local law, the seller shall either:
  • Promptly refund the customer, or
  • Ship a replacement at the seller's cost.
• Sellers must always follow our TikTok Shop Customer Order Shipping Policy to arrange the timely shipment of an order.

Carrier-Caused Logistics Issues

Customer Obligations

Non-Buyer Fault Return and Refund Rate (NBFR)

• NBFR is included in the seller's overall Shop Performance Score (SPS).
• A high NBFR can lower a seller's SPS, affecting product visibility and eligibility for SPS benefits.
• A low NBFR helps improve SPS and maintain eligibility for SPS benefits.

Delayed Delivery

• Cancel the order, or
• Agree to a revised deadline

• Where sellers are unable to ship within the stated timeframe (or within 30 days), sellers must seek the customer's consent to the delay through a delay notice. The notice must include:
  • A revised shipment date (or statement that you are unable to provide a revised date);
  • If no revised date can be provided, a statement including the reason for the delay and that the customer has the right to cancel at any time until shipment occurs if they consent to the delay; and
  • A statement notifying customers they may cancel the order and obtain a full refund if they choose not to wait (and provide means for the customer to cancel at the seller's expense).
• If sellers are unable to ship after the first delay notice, sellers must seek consent for further delay ("Renewed Delay Notice"). The renewed delay notice must include:
  • A new revised shipment date (or statement that you are unable to provide a revised date);
  • If no revised date can be provided, a statement including the reason for the delay and that the customer has the right to cancel at any time until shipment occurs if they consent to the delay; and
  • A statement notifying the customer they may cancel the order and obtain a full refund if they choose not to wait (and provide means for the customer to cancel at the seller's expense, for example, website, toll-free number, prepaid postage reply card); and
  • The notice must state that the customer’s order will be automatically canceled and refunded unless they consent to the delay before shipment occurs.

EDT+2 Refund-Only Requests

Products Not Received

• Customers can raise a refund-only request with the reason "Package was not received" after the order status is marked as delivered if the customer is unable to locate the delivered package.
• These refund-only requests are reviewed based on the order's shipping type:
  • For Seller Shipping orders:
    • Sellers have 2 business days to review refund-only requests for items $100 or less. For items priced over $100, sellers have 4 business days to take action. If the seller does not take action during that time, TikTok Shop may auto-approve the refund. Customers are refunded from the seller's account.
    • If a seller approves a refund request, a refund is issued to the customer at the seller's cost. Sellers can raise a claim to the external carrier.
    • If a seller rejects a refund request, the customer will be notified of the rejection and has the right to raise an appeal request with TikTok Shop Customer Service.
      • If TikTok Shop determines the appeal in favor of the customer, a refund is issued to the customer at the seller's cost. All decisions are final at the discretion of TikTok Shop.
  • For TikTok Shipping orders:
    • Sellers have 2 business days to review refund-only requests for items $100 or less. For items priced over $100, sellers have 4 business days to take action. If the seller does not take action during that time, TikTok Shop may auto-approve the refund.
    • For items more than $300, TikTok Shop may review all refund-only requests on behalf of sellers.
    • If a seller disagrees with TikTok Shop's decision on the refund-only request, the seller has the right to raise an appeal with TikTok Shop Customer Service.
  • For Fulfilled by TikTok orders:
    • TikTok Shop may review all refund-only requests on behalf of sellers.
    • If TikTok Shop approves a refund-only request, a refund will be issued to the customer and the seller will be directly reimbursed by TikTok Shop within 1-14 business days, regardless of the order's carrier. Refunds are issued to the customer at the seller's cost.
    • If a seller disagrees with TikTok Shop's decision, the seller has the right to raise an appeal with TikTok Shop Customer Service.
• TikTok Shop may auto-approve refund-only requests with invalid tracking numbers as detected by TikTok Shop. Refunds are issued to the customer at the seller's cost.
• If a seller disagrees with TikTok Shop's decision on the refund-only request, the seller has the right to raise an appeal in Seller Center using Orders - Manage Returns.

• Evidence that the package had been handed over to the correct carrier
• Details of the carrier or shipment, such as dispatch date, time, and location
• Ensure that the supporting materials show the product's quantity, condition when packaged, and any attached package seals.
• Sellers should provide a screenshot of the customer's feedback that includes the Order ID details and demonstrates the product was not received by TikTok Shop.
• If TikTok Shop decides in favor of the customer, a refund is issued to the customer at the seller's cost.
• If TikTok Shop decides in favor of the seller, the seller can be reimbursed for refunded funds by TikTok Shop.
• All decisions are final at the discretion of TikTok Shop.
• If a seller believes that the product was delivered, the seller may need to provide relevant supporting materials such as shipping labels, receipts, photos, or videos of the delivery.
• TikTok Shop reserves the right to request any additional documentation from either the seller or customer to support its investigations.

Damaged Packages

Customer Disputes (Appeals)

• If TikTok Shop decides in favor of the customer, a refund is issued to the customer at the seller's cost.
• If TikTok Shop decides in favor of the seller, the seller can be reimbursed for refunded funds by TikTok Shop.
• All decisions are final at the discretion of TikTok Shop.