Policy AdvisorPolicyTikTok Source

Requirements for Managing Returns, Refunds, and Replacements

Captured: TikTok page date: Hash: 3f1c04a35348

Creator TL;DR

AI-generated from the captured TikTok policy text. Verify against the TikTok source before acting.

This page explains how TikTok Shop handles returns, refunds, partial refunds, and replacements. The rules vary by product type, reason for the request, order status, and seller settings in Seller Center.

Key points

  • Returnable items: customers have 30 calendar days from delivery to request a return/refund.
  • Non-returnable items: customers generally cannot return them, but sellers still must review refund requests within the stated time.
  • TikTok Shop auto-accepts return requests for returnable products; sellers then have 4 business days to review after receipt.
  • Sellers must assess returned-item condition using the Returns Grading Framework.
  • Evidence for rejections/appeals must be JPG or PNG, no videos, up to 6 images, each file 5 MB max.
  • Sellers pay return-related costs for buyer-fault and seller-fault return reasons.
  • TikTok Shop may approve refunds without return for certain cases, including returnable products priced at $10 or less and non-returnable items due to their nature.
  • Seller-defined refund-without-return, partial refund, and replacement tools are available in Seller Center.
  • If a replacement is requested, sellers have 1 business day to approve before auto-approval.
  • If an order is undelivered or delayed, auto-approval timing depends on status, price, and whether the delay was buyer-related.

Say / show

  • Use Seller Center to respond, appeal, or set return/refund rules.
  • Check product type first: returnable vs non-returnable.
  • Review deadlines carefully: 24 hours, 1 business day, 2 business days, 4 business days, or 30 calendar days depending on the case.
  • Submit supporting photos and details when rejecting a request or appealing.
  • Verify whether a refund can be processed without return based on the product and reason.
  • Use the Returns Grading Framework when inspecting returned products.
  • Confirm whether seller-configured automation or platform rules control the request.

Do not say / show

  • Do not say all products can be returned.
  • Do not say sellers can ignore requests after a buyer submits them.
  • Do not say evidence can include videos for rejection or appeal support.
  • Do not claim seller-defined refund rules are subsidized by TikTok Shop.
  • Do not promise a replacement or exchange can be requested more than once per item.
  • Do not say the default return window is anything other than 30 calendar days from delivery when no option is selected.

Violation risks

  • Missing review deadlines can trigger automatic approval.
  • Incorrectly rejecting requests without proper reason/evidence may weaken appeals.
  • Seller-defined refund-without-return actions are at seller risk and must comply with law and regulations.
  • High levels of seller- or logistics-fault defects may affect Shop Performance Score and visibility.
  • TikTok Shop may reject compensation claims for refunds issued under seller-defined rules.
  • Failure to follow replacement/refund timing can result in auto-approval.

Who it affects

  • All sellers on TikTok Shop.
  • Sellers handling returnable products.
  • Sellers handling non-returnable products such as perishables.
  • Sellers using Seller Center return/refund automation.
  • Sellers processing replacements, partial refunds, or appeals.
  • Sellers shipping with TikTok Shipping, Ship by TikTok, or FBT in the cases described.

Source notes

  • Verify each rule against the TikTok source before acting, since deadlines, eligibility, and automation depend on product type, price, and return reason.
  • This summary only reflects the provided source text and does not add any TikTok policy requirements not shown here.

Confidence: high · Model: gpt-5.4-mini · Prompt: creator-policy-summary-v1

Readable Policy Copy

Captured policy content rendered without TikTok navigation, scripts, tracking markup, or page chrome. Source: article-html.

Return and refund handling depends on the product type. These requirements apply to all sellers on TikTok Shop and are designed to help you manage customer requests efficiently and maintain a trustworthy shop. TikTok Shop separates products into two categories: returnable and non-returnable.
  • Non-returnable products include items that cannot be returned due to their nature (for example, perishables like food and beverages).
  • Returnable products are all other items, for which customers have 30 calendar days from delivery to request a return and refund.

Returnable Products

TikTok Shop automatically accepts return requests for returnable products. Customers have 30 days to ship the product back. If they miss the deadline, their request is closed.Once you receive the product, assess its condition and decide whether to approve the refund. You have 4 business days to review all return and refund requests. If no action is taken within this timeframe, TikTok Shop will automatically approve the request.

Returns Grading Framework

You are required to assess the condition of returned products as part of return requests and speedy refund appeals. This process is supported by a standardized Returns Grading Framework and clearer evidence requirements for rejections and appeals.From your Manage Return/Refund page in Seller Center, you click “Respond” or “Appeal”, depending on the case type. If you select either of the “Yes” options when asked whether you received the product, you're prompted to grade its condition using one of the following options:
  • Original
  • Minor damage / Functional
  • Severe damage / Unsellable
  • Buyer shipped the wrong item
Depending on the case type, you'll be prompted to either:
  • Issue a full refund
  • Reject the request (with supporting details), or
  • Appeal a speedy refund (with a reason and evidence)
To support your decision, you are required to submit:
  • Photos in JPG or PNG format (no videos)
  • Files no larger than 5 MB
  • Up to 6 images
  • Optional Additional Comments field for further explanation

Return and Refund Cost Breakdown

The following details how certain return and refund costs are handled:
  • Return Shipping Fees
    • Sellers are responsible for all return-related costs for buyer fault return reasons (such as no longer needed or doesn't fit), and seller-fault return reasons (such as product quality issues or packaging damage).
  • Platform-Mandated Refund without Return
    • For certain items, TikTok Shop may approve a refund without requiring a return, depending on the reason. This applies to returnable products priced at $10 or less and non-returnable items due to their nature.
    • Sellers are responsible for all return-related costs for buyer fault return reasons (such as no longer needed or doesn't fit), and seller-fault return reasons (such as product quality issues or packaging damage).
  • Forward Shipping Fees
    • Responsibility for forward shipping costs depends on the return reason.
    • Refer to the Forward Shipping Costs table in our policy for full details.

Non-Buyer Fault Return and Refund Rate (NBFR) and SPS Impact

The NBFR is part of your overall Shop Performance Score (SPS). Returns and refunds caused by seller- or logistics-fault will affect your SPS and may impact your eligibility for premium subsidies. This includes incorrect, inconsistent, or defective products. In addition to SPS impact, TikTok Shop reserves the right to implement additional control measures, such as adjustments to traffic or product visibility, for shops with high levels of order defects.Refer to our Guide to Non-Buyer Fault Return & Refund Rate for more information.

Refund Features

These are optional tools sellers can enable and customize in Seller Center.

Seller-Preferred Refund Without Return

Unlike platform-mandated returns, Seller-Preferred Refund Without Return allows you to set your own rules for when refunds can be issued without requiring a product to be returned. The rules you set as a seller will take priority over platform rules, and can be switched off anytime.When creating your rules for Seller-Preferred Refund Without Return, you can customize based on:
  • Product category
  • Return reason
  • Refund range (purchase price range)
This feature can help streamline return operations. You can enable this feature in the Manage Returns tab in Seller Center. Two main options are available:
  1. Returnless Refund (for returnable products)
    • You may allow refunds without return for products priced above TikTok Shop’s platform-mandated threshold (for example, above $10).
    • Unlike the platform-mandated option, TikTok Shop does not subsidize these seller-initiated refunds. Sellers are fully responsible for the refund amount.
    • TikTok Shop may reject compensation claims for refunds issued under seller-defined rules to protect platform integrity.
  2. Auto-Approve Refunds (for non-returnable products)
    • Commonly used for items like food, beverages, or other perishable goods.
    • These refunds are automatically approved based on the rules you set—again, without any platform subsidy.
Once enabled, TikTok Shop will automatically issue refunds that meet your rules. In some cases, TikTok Shop may still ask you to review specific requests from buyers.If a refund is processed automatically due to your own rule settings, you cannot appeal the decision. All such settings are made at your own risk and must comply with applicable laws and regulations.

Partial Refund

Sellers can use tools in Seller Center to issue partial refunds aligned with their business needs. Several solutions are currently available, as detailed below.

Automate Partial Refund Rules

You can enable automatic partial refunds in Seller Center through Preference settings. This allows customers to request a partial refund without returning the item. You set the rules and cover the refund costs based on:
  • Eligible Items: Returnable categories only, priced between $10 and $100.
  • Return Reasons: Wrong item, damaged/defective, missing parts, or not as described
  • Refund Range:
    • Minimum: 10% or $5 (whichever is higher)
    • Maximum: 50% or $50 (whichever is lower)
  • Priority: Returnless refunds take precedence over partial refunds.
  • Appeals: Sellers can appeal only if the refund was not due to their own rule setup.
Creating Partial Refund RulesEditing Partial Refund Rules

Initiate Partial Refund Offer

When a return or refund request is received, sellers may issue a partial refund offer on a case-by-case basis. This capability provides sellers with added flexibility and control, particularly for higher-value categories.Once a partial refund offer is issued, the customer may:
  • 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.
If the original request is for a refund only, the partial refund offer will be automatically rejected, and the customer may continue with a full refund request.This capability applies across all sellers, categories, and price ranges. Exceptions include orders that qualify for a returnless refund or cases where the customer has already selected a partial refund under the automated partial refund strategy.

Partial Refund After Return (Based on Damage Level)

Sellers may issue a partial refund after receiving a returned item if the product is found to have damage, missing components, or quantity discrepancies upon inspection. This capability allows sellers to deduct part of the refund amount based on the severity of the product's condition.Refund Guidance
  • Non-sellable items: Refund deduction is possible between 10–50% of the item price, depending on the severity of damage.
Damage Levels and Definitions
Damage LevelDefinitionApplicable Rejection ReasonsSellable
Minor DamageMinor signs of use, missing labels or tags, but the item remains functionalProduct is damaged; Product is used and not in original conditionYes
Severe DamageHeavily used, missing essential components, or unsuitable for resaleProduct is damaged; Product is used and not in original conditionNo
Less QuantityMissing products or product partsMissing products and/or product partsYes
Eligibility Conditions
  1. Only allowed for returns due to reasons of customer preference.
  2. 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.
Once the returned item's condition is determined, sellers can initiate a partial refund through Seller Center, with the refund amount adjusted according to the assessed damage level and the guidelines above.

Advanced Refund

Eligible customers can return their products via designated drop-off points. TikTok Shop will automatically approve refunds once our logistics partners process the items at these locations. The products will then be shipped back to you. If you disagree with the refund decision, you can appeal it in Seller Center.In addition, some eligible customers may receive an advanced refund if an order fails delivery due to logistics issues and is returned to the seller. TikTok Shop reserves the right to determine advanced refund eligibility for fraud prevention purposes.

Refund for Undelivered Returns

If your Logistics Service Provider (LSP) confirms receipt of a customer's return package but fails to deliver it to you, TikTok Shop will automatically approve the refund 30 calendar days after the date of the LSP's confirmed receipt of the customer's return package.

Non-Returnable Products

Due to their nature, TikTok Shop will not allow customers to return these products. However, you must decide whether you want to approve the refund within 2 business days for items not more than $100, or 4 business days for items over $100. Otherwise, TikTok Shop will automatically approve it.

Pre-Owned, Trading Cards, and Live Plants Products

These products are also considered non-returnable and so the same rules apply. However, if your customer requests a refund because the product is damaged or defective, they are required to ship the product back to you. You must assess its condition and decide whether you want to approve the refund within 2 business days for items not more than $100, or 4 business days for items over $100.

Final Sales

Final Sale eligibility is offered to select qualified sellers. These sellers may offer final sales on products in select Fashion categories.Final Sale products cannot be returned after the 1-hour cancellation window. They can only be returned for a refund if the product was not received, is damaged or defective, or wrong item sent. However, you must decide whether you want to approve the refund within 2 business days for items not more than $100, or 4 business days for items over $100. If you do not respond within the set timeframe, the refund request will be auto-approved.

How Does Return And Refund Work For Products That Haven't Been Delivered?

Orders That Have Yet To Be Shipped (Between "Ready To Ship" And "Transit To Ship" Status)

You must decide whether to approve your customer's refund request within 24 hours. Otherwise, TikTok Shop will automatically approve it.If the order status becomes "Transit To Ship" before the 24-hour window passes, then the rules below for Orders In Transit apply.

Orders In Transit

The usual rules still apply if:
  • The order is in transit and the Estimated Delivery Time (EDT) hasn't passed.
  • Your customer receives the order within 6 days after the EDT has passed.
If an order remains undelivered for more than 6 days after the Estimated Delivery Time (EDT), TikTok Shop will automatically approve refunds for:
  • Electronic products with a purchase price of $60 or less.
  • All other products with a purchase price of $100 or less.
However, refunds will not be automatically approved if the delay is due to any of the following buyer-related reasons:
  • The buyer rescheduled the delivery.
  • The buyer requested a change of address while the order was in transit.
  • The delivery attempt failed because the buyer refused the package, could not be contacted, or provided an incorrect address. No product return is required for these refunds.
For products with a higher purchase price, you will be given a period to review the refund request before it is automatically approved:
  • Electronic products between $60 and $100: 2 business days to review refund requests.
  • All products over $100: 4 business days to review refund requests.

Carrier-Caused Logistics Issues

For orders shipped via Ship by TikTok or TikTok Shipping, sellers may encounter logistics issues caused by the carrier. To address these issues, TikTok Shop offers third-party insurance through U-PIC, a shipping insurance provider.Eligibility for Insurance Claims
  • The order must be shipped using the TikTok Shipping label and scanned by the carrier.
  • Claims must be filed within 90 days of the shipment date.
  • Customer returns are not covered under this insurance. Coverage applies only to packages shipped to buyers, including those marked Return to Sender due to carrier issues (e.g., damage, loss, or item shortages).
The table below outlines scenarios where sellers using U-PIC insurance may file claims:
ScenarioTypeWhen can I file a claim?Required Information
Delivered but not receivedCustomer confirms non-receipt of parcel.
The customer reports they did not receive the package.
Recipient affidavit required.
LostLost by logistics service provider.
The logistics service provider confirms shipment is lost.
Claim can be filed immediately after logistics service provider confirmation.
Lost - Return to sender.
Package not returned to seller within 20 business days after LSP initially received it.
The intended recipient should verify the loss (affidavit).
Damaged package, lost items.
Package contents are missing due to damage.
File as "Shortage" claim. Recipient affidavit required.
DamageThe inner item is damaged only.
The inner item is damaged, but outer packaging is intact.
Photos of item, inner and outer packaging.
Both inner and outer damage.
Both the inner item and outer packaging are visibly damaged.
Photos of item, inner and outer packaging.
Logistics details show damage.
The logistics service provider confirms the item as damaged.
Provide logistics service provider communication.
For Fulfilled by TikTok (FBT) orders, TikTok Shop’s Customer Service team will review customer refund requests. If the request is approved due to a lost package or item damage, TikTok Shop will automatically process seller reimbursement after issuing the refund to the customer.
The table below outlines how different refund and return reasons are handled for FBT orders:
Return and/or Refund ReasonShould you approve or reject the request?Can you file a compensation claim with FBT?Note: Compensation is not guaranteed if the issue is determined to be non-logistics related
Package lostCustomer Service handles these requestsAutomatically compensated - No need to open a claim.
Damaged item or packagingCustomer Service handles these requests
Automatically compensated – No need to open a claim.
Package or product is damagedCustomer Service handles these requests
Automatically compensated – No need to open a claim.
Shipping box damaged, but item is undamaged.Seller may approve the return or Customer Service will handle these requestsReturn to Seller: Yes - Open a claim ticket for the impacted order.
Return to Warehouse: Automatically compensated – No need to open a claim.
If a seller believes an issue was caused by the carrier, they can file a claim by following the guidelines outlined in the How to File a Reimbursement Claim for TikTok Shipping Logistics Issues article. Sellers are responsible for providing all required supporting materials when submitting a claim.

Rejecting Refund Requests

When rejecting your customer's refund request, ensure you select the correct reason and follow the best practices below when explaining your decision:
  • Delivery Attempt Failed
    • Upload photos from your logistics partner showing they tried to deliver the order but were not able to do so. Provide instructions from your logistics partner on what your customer can do to get their order.
  • Products Were Shipped In Multiple Packages
    • Provide the shipping and tracking details of the other package(s).
  • Replacement Has Been Shipped
    • Provide the shipping and tracking details of the replacement (order ID, EDT, etc.).
  • Product Delivery Is On Schedule
    • Use this reason if the order is already in your logistics partner's possession, making it impossible for you to stop the order's delivery.
  • Reached An Agreement With The Buyer
    • Provide details of the agreement with your customer.
  • The Returned Product Is Not the Product That Was Sent
    • Upload photos of the wrong products and your customer's return package.
  • Missing Products and/or Product Parts
    • Upload photos of the product you received, with the missing components and/or accessories.
  • Haven't Received The Package
    • Inform your customer that you're looking for the returned product and will review their refund request once you find it.
  • Product Is Damaged Or Used
    • Upload photos of the use or damage to the product, and explain why this prevents you from being able to reuse it.
  • Product Has Shipped. Please Wait For Tracking Updates.
    • Use this reason if the order is already in your logistics partner's possession, making it impossible for you to stop the order's delivery.
  • Unable To Change Address
    • Use this reason if the order is already in your logistics partner's possession, making it impossible for you to change the delivery address.
  • Buyer Is Responsible For Incorrect Address
    • Upload the delivery details from your logistics partner, proving the order was delivered to the address provided in the order.
  • Item Is Correct
    • Clarify what the customer misunderstood about the product.
  • Product Functions Well/Incorrect Usage By The Buyer
    • Provide clear instructions on how the product functions, and how to use it correctly.
  • Reason Is Unclear/Lack Of Evidence
    • Use this reason if the customer's reason for requesting a refund is unclear.

Handling Exchanges and Replacements

If a customer requests a replacement instead of a refund, you have 1 business day to approve the request. If you do not take action, TikTok Shop will approve it on your behalf. You are responsible for covering the shipping cost of the replacement.
  • If a replacement or exchange item is unavailable, TikTok Shop will automatically issue a refund.
  • Each item is eligible for 1 exchange or replacement per original order. Customers cannot request a second exchange or replacement for the same item.
  • Sellers may cancel an exchange or replacement order at any time. If canceled, the customer will automatically receive a refund for the original order amount.

Customizable Tools

You can manage return and refund settings through the Seller Center under Fulfillment Settings > Returns & Refund. For step-by-step guidance, refer to the Customizing Your Return and Refund Features article.

Automated Return and Refund Requests

You can simplify the review process for returns, refunds, and replacement requests by enabling automated approval. Set up rules to trigger automation based on product categories, return/refund reasons, or refund ranges, saving time and reducing manual effort.

Adjustable Return Window

You can choose return window options such as 14 days (for some categories), 30 days, 45 days, or 90 days. If no selection is made, the default return window will be used, which is 30 calendar days from the "Delivered" date for customer return requests.Holiday Shopping Season NoticeDuring the holiday shopping season (Black Friday, Cyber Monday, etc.), we will apply an extended return window to most items purchased. During this period, seller-configured return windows will be temporarily overridden. Once the holiday shopping season ends, seller-configured return windows will resume and apply to new orders.

Frequently Asked Questions (FAQs)

How is purchase price calculated?Purchase price refers to the amount a customer paid for a product. This can be the standard price, or a promotional or discounted price. It does not include shipping fees or taxes.
Who pays for return shipping and delivery fees when a refund is approved?
  • If the customer arranges the return themselves, they pay the return shipping cost.
  • If TikTok Shop arranges the return, the return shipping cost will be subsidized by TikTok Shop for select return reasons (for example, the customer no longer wants the item or it does not fit). In these cases, sellers are only responsible for 50% of the cost.
  • If you use your own logistics service providers to fulfill the order, you must refund both the purchase price and the delivery fee the customer paid.
    What does estimated delivery time mean?It refers to the time frame (for example, 2-4 days) within which your customer can expect a product to be delivered. It is displayed on every product's detail page.
    How can I appeal an auto-approved return or refund request?If your return or refund request has been auto-approved and you wish to appeal, you can initiate the process through the Seller Center. Simply click on 'Orders' > 'Manage Returns' > 'Appeal' to dispute the approval.
    What is the Non-Buyer Fault Return and Refund Rate (NBFR) and why does it matter?NBFR measures the percentage of delivered orders in the past 60 days that led to a return or refund due to a problem caused by the seller or logistics service provider, such as a damaged item or late delivery. It only includes orders that were delivered and not canceled. NBFR is part of your Shop Performance Score (SPS), so a high rate can lower your SPS and affect product visibility and eligibility for benefits, while a low rate can help improve your SPS and maintain access to SPS benefits.
    For more information, refer to our Guide to Non-Buyer Fault Return & Refund Rate.
    What is TikTok Shop Balance?TikTok Shop Balance is a virtual account feature for faster refunds and future purchases. It does not affect seller costs or responsibilities.
    • Refunds are processed in minutes, instead of days with standard payment methods.
    • The balance can be used for full or partial payment on future orders, up to a maximum limit of $9,999.
    • The balance cannot be withdrawn as cash (unless required by law). Most payment methods are eligible for this refund option, except for Buy Now Pay Later (BNPL) methods.
    • The balance is automatically set as the default payment method if it exists in the account. Security measures, such as a PIN setup, may be required for high-risk customers.

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