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Customer Order Cancellation, Return, and Refund Policy
04/05/2025

Introduction

The TikTok Shop Customer Order Cancellation, Return, and Refund Policy covers our after-sale requirements for order cancellations, order returns, and refunds.
All sellers who offer products for sale through TikTok Shop must do so in accordance with the TikTok Shop Customer Order Cancellation, Return, and Refund Policy.
Important: This policy applies to all sellers selling in the US.
This policy is not exhaustive, nor is intended for legal advice. Sellers must seek independent legal advice if they have questions about the laws and regulations concerning their products.
This policy is updated periodically. Sellers must check this page regularly to ensure compliance with our current policy.
This policy does not dictate whether or not the content of any product warranty is provided by the seller. To the extent that the seller offers a product warranty (whether limited or full), warranty terms must be presented to the customer on TikTok Shop in accordance with applicable laws. Further, nothing in this policy is intended to override, supersede, or conflict with any seller obligations under its applicable warranty or laws governing the provision, content, and adherence to product warranties.

Shipping Types

There are three different shipping types available to sellers.
  • Ship by TikTok or TikTok Shipping: Sellers choose a Logistics Service Provider (LSP) listed by TikTok Shop in Seller Center to ship orders.
  • Ship by Seller or Seller Shipping: Sellers choose their own Logistics Service Provider (LSP) to ship orders as long as they are supported by TikTok Shop as mentioned in Ship by Seller 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.
It is important to note that sellers are subject to different responsibilities when selecting Ship by TikTok, Ship by Seller, or Fulfilled by TikTok options.

Cancellation

The following are general guidelines that sellers must follow in relation to order cancellation. For additional information on order cancellation, refer to our Guide to Managing Order Cancellations article.

General Principles

The following are TikTok Shop's general principles for cancellations:

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 "To Ship - 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.
  • If the seller believes that the customer is abusing the cancellation process, they can raise a ticket by selecting the reason "Complaints & Dispute - Customer" in Seller Center.
  • 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 3PL 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 of 1 hour, 5 hours, or 24 hours after the order is placed. 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.

Seller Cancellation (General Principles)

  • Sellers will not be able to fulfill any orders within the first 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 (Ship by Seller, Ship by TikTok, or Fulfilled by TikTok).
  • Sellers may initiate a cancellation of a confirmed order if the product is out of stock, a pricing error occurs, or the order cannot be delivered to the buyer's address. Sellers may cancel an order after the "Pending" period or before order status changes to "Shipped."
  • Orders will 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 the seller takes no action for a customer's cancellation or refund request within 24 hours of a customer requesting cancellation, the pending cancellation or refund requests will be automatically approved by TikTok Shop and a refund will be issued to the customer. Shipping the item does not automatically reject or close the cancellation request.

Customer Cancellation (General Principles)

Customers may cancel an order without the seller's approval under the following conditions:
  • Ship by TikTok: If the order status has not changed to "To Ship - Awaiting Collection."
  • Ship by Seller: If the cancellation request is made less than one hour from the time of ordering during the "Pending" period.
    • Cancellations for sport and non-sport trading cards, as an excluded category, require seller approval for both Ship by TikTok and Ship by Seller.
For Ship by Seller orders:
  • If the cancellation request is made before the 3-business day Standard Shipping SLA from the order date, the seller must act within 24 hours. If no action is taken, TikTok Shop will auto-approve the cancellation and issue a refund. Sellers must resolve the request by either uploading the tracking number to the cancellation request or approving the cancellation. Shipping the item or taking no other action will result in the cancellation being approved.
  • If the cancellation request is made after the 3-business-day Standard Shipping SLA from the order date, but before the order is marked as "Shipped," TikTok Shop will automatically approve the cancellation and issue a refund.
Customers cannot cancel an order once it reaches Ready to Ship (RTS) status or if the request is made outside the seller's cancellation window.

Cancellation by the Seller

If a product is no longer available due to out-of-stock reasons or unforeseen stock damage, the seller may notify the customer and cancel the order. However, these cancellations will negatively impact Seller Fault Cancellation Rate (SFCR). For more details on SFCR, refer to our TikTok Shop Fulfillment Policy.
  • 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.
Sellers should note that TikTok Shop may also investigate and take action if TikTok Shop has a reasonable belief that the seller is in violation of this policy, our after-sales policies, or any other agreement between TikTok Shop and the seller, including in the following circumstances:
  • Detection of a high frequency of order cancellations
  • Suspicion of any violation of our policies
  • 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 through item-level split shipping by providing separate shipping labels and tracking information.
  • If a product is no longer available due to out-of-stock reasons or unforeseen stock damage, sellers can cancel the partial order at the item level and fulfill the rest of the order (for example, shipping products of the same SKU from different warehouses) for "Awaiting Shipment" orders. However, these cancellations will negatively impact Seller Fault Cancellation Rate (SFCR). For more details on SFCR, refer to our TikTok Shop Fulfillment Policy.
  • Customers are entitled to receive a full and prompt refund if the seller cancels the partially paid order.

Cancellation Due to Payment Failure

There may be situations where cancellations are caused by payment failure (such as insufficient funds, request declined by bank, risk assessment, etc.) or potential fraud.
In such circumstances, TikTok Shop will notify the seller in Seller Center and alert them through email when an order is canceled.

"Change of Mind" Cancellation by the Customer

If the customer has a change of mind and decides to cancel the order, they can select an appropriate reason below to cancel the order:
  • Need to change the payment method
  • Discount not as expected
  • Bought by mistake
  • High shipping fee
  • Better price available
  • Incorrect shipping address
  • Product wasn't shipped on time
  • No longer needed
  • Forgot to apply coupons
  • Don't want to wait

Order Auto-Cancellation

It is important to note that sellers are subject to different fulfillment responsibilities as stated in TikTok Shop Fulfillment Policy.
For US-based sellers, orders will be auto-canceled within seven (7) business days from when the order was placed if the order is not updated to "Ready to Ship" (RTS) status.
For cross-border sellers, orders will be auto-canceled within seven (7) business days from when the order was placed if the order is not updated to "Shipped" status.
For sellers using Ship by Seller or Ship by Tiktok, customers will be reminded by email and in-app notification two (2) business days before auto-cancellation takes place to keep their orders by selecting the option "I want to wait." This does not apply to Fulfilled by TikTok (FBT) orders.
Orders may be auto-canceled if they are not delivered 30 calendar days after the Estimated Delivery Time. Customers will not be able to opt out of this auto-cancellation to keep their order.
The amount paid for the item will then be refunded to customers. Sellers may receive a daily reminder to update the status of their pending orders before the auto-cancellation rule is put into effect. Sellers must refund the customer within five (5) calendar days after the order is canceled.

Return and Refund or Remedy

The following are general guidelines that sellers must follow in relation to returns and refunds. Learn more about returns and refunds in the following articles:

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 "Shipped."
  • Sellers can raise a "Refund only" request for orders in transit (shipped status) if the seller wants to issue a refund to the customer but does not receive 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.
    • Select qualified sellers have access to the adjustable Return Window feature, allowing them to choose and set the length of their return window from the following options: 14 days (some categories), 30 days, 45 days, or 90 days.
  • 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 doesn't 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).
    • 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.
    • The product was delayed in transit and will not arrive on time.
    • The product arrived too late.
  • 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 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 specified return window or standard 30-day return window, a customer can raise a ticket to TikTok Shop within 90 calendar days from the date the order was received.
    • Purchases that do not qualify for Buyer Protection include, but are not limited to, pre-owned luxury and collectibles, trading cards, 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 and refund windows for specific holidays. TikTok Shop will provide seven (7) days notice to sellers prior to an extension. All notices are communicated through Seller Center.

Handling Returns and Refunds

Sellers must follow the guidelines below to handle returns and refunds unless the seller is using Fulfilled by TikTok (FBT). In that case, all logistics-related returns and refunds are handled by TikTok Shop.

Refund or Return Basic Principles

  • TikTok Shop will auto-approve all return requests for returnable categories (refer to the section titled "Non-Returnable Categories" below for non-returnable categories).
  • Sellers have 2 business days to review return and refund 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 will auto-approve the refund.
  • 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 will auto-approve the refund.
  • If an order is in transit and undelivered 48 hours after the estimated delivery time, no product return is required, the following refund requirements apply:
Order Type
Order Price
Refund Approval
Electronic Orders
$60 and under
Auto-approved by TikTok Shop
Electronic Orders
$60.01 to $100
Manual approval required by seller within 2 business days
All Non-Electronic Orders
$100 and under
Auto-approved by TikTok Shop
All Orders
$100.01 and above
Manual approval required by seller within 4 business days
  • The customer must upload the necessary information required and return the product within 14 calendar days from when the return request is approved. If not, the return request will 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 get in touch with 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.
    • TikTok Shop and the customer cannot guarantee that once a returned item has shipped back to the seller that the item will be delivered and received by 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 will automatically approve the refund 30 calendar days after the customer drops off the package. Sellers may appeal this decision in the Seller Center.
  • 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.
  • 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 TikTok Shop 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 will auto-approve the return request. Return requests raised after order status is 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 will result in the seller losing the returned package and any items contained within.
    • TikTok 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.
The table below shows who bears the responsibility for return shipping costs (products returning from the customer to the seller) and forward shipping costs (products shipping from the seller to the customer) respectively:
Refund Responsibility - Return Shipping Cost (Based on Customer-Selected Return Reason)
Reason
Product Category
Responsibility for Return Shipping Cost (Customer Chose Drop-off with Platform Preferred Logistics)
Responsibility for Return Shipping Cost (Customer Chose Self-Arrange Return Shipping)
No longer needed
All Returnable Categories
TikTok Shop
Customer
Inaccurate item description
All Returnable Categories
Seller
Customer
Missing or broken parts
All Returnable Categories
Seller
Customer
Item doesn't fit / too small / too big
Fashion
TikTok Shop
Customer
Fabric, material, or style is not as expected
Fashion
Seller
Customer
Item damaged, but shipping box in good condition
All Returnable & Non-Returnable Categories
Seller

Customer

Item defective or doesn't work
All Returnable & Non-Returnable Categories
Seller
Customer
Wrong item was sent
All Returnable Categories
Seller
Customer
Product wouldn't arrive on time
All Returnable Categories
Seller
Customer
Item arrived too late
All Returnable Categories
Seller
Customer

If at least one item in a batch order is being returned due to seller fault, the seller is responsible for the return shipping fee. If there is no seller fault reason, TikTok Shop will pay the return shipping fee.
Refund Responsibility - Forward Shipping Costs
(Based on Seller's Choice of Logistics Vendor and Customer-Selected Return Reason. Exclusions may apply.)
Reason
Product Category
Responsibility for Forward Shipping Fee Refunds to Customers
(Seller Chose 4PL-Platform Preferred Logistics)
Responsibility for Forward Shipping Fee Refunds to Customers
(Seller Chose 3PL-Seller Preferred Logistics)
Responsibility for Return Forward Shipping Cost
(Customer Chose Drop-off with Platform-Preferred Logistics & Order fulfilled by Fulfilled by TikTok (FBT))
No longer needed
All Returnable Categories
TikTok Shop
Seller
TikTok Shop
Inaccurate item description

All Returnable Categories
Seller
Seller
Seller
Missing or broken parts
All Returnable Categories
Seller
Seller
FBT
Item doesn't fit / too small / too big
Fashion
TikTok Shop
Seller
TikTok Shop
Fabric, material, or style not as expected
Fashion
Seller
Seller
Seller
Item damaged but shipping box in good condition
All Returnable & Non-Returnable Categories
Seller
Seller
FBT
Item defective or doesn't work
All Returnable & Non-Returnable Categories
Seller
Seller
Seller
Wrong item was sent
All Returnable Categories
Seller
Seller
FBT
Package received, but is missing an item
All Returnable Categories
Seller

Seller
FBT
Item arrived too late
All Returnable Categories
Seller
Seller
FBT

Advanced Refund

For Returns

Some customers are eligible to get an advanced refund after returning items to our designated drop-off points. TikTok Shop reserves the right to determine advanced refund eligibility for fraud prevention purposes.
  • Refunds may take up to five business days. Such returns will not require the seller to approve the refund request after receiving the returned parcels. TikTok Shop will 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 any refund requests that have been approved by TikTok Shop through Seller Center inbox notifications and email notifications. Sellers are allowed to raise an appeal in Seller Center using Orders - Manage Returns if they are unsatisfied with the returned product's condition. TikTok Shop Customer Service will review and determine if compensation to the seller should be issued based on the evidence submitted by the seller (for example, images, videos, or comments on the returned condition of the product).

For Undeliverable Orders

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.
  • 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 will 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 will process the refund after the seller receives the returned item. Additionally, non-returnable items are not eligible for an advanced refund.
  • If a seller does not receive a returned item after an advanced refund has been issued, they can appeal in Seller Center. TikTok Shop Customer Service will review the case and determine if compensation is warranted.

Damaged Product Returns (Logistics Cost)

For damaged product returns (as determined by the customer-chosen return reason), the liable entity of the logistics (shipping) forward cost will be determined between the seller and the logistics service provider as to who is responsible. For sellers using shipping type, Shipped by TikTok (4PL), TikTok Shop will determine the liable entity as needed. Learn more about how to file a claim for lost or damaged packages.

Eligible Product Returns

For eligible categories, the customer has the right to return the product for any reason within 30 calendar days from the date of order receipt. Sellers must provide the necessary support during the customer return process. For eligible items, customers can also raise a claim to TikTok Shop up to 90 calendar days from the date the item was received under our Buyer Protection coverage.

Refund without Return

Refund without Return refers to a feature within Seller Center that assists sellers in automatically accepting customer refund requests without requiring them to return the product. There are three types of refunds without returns: Platform-Mandated, Seller-Preferred, and Order Level Refund without Return.

Platform-Mandated Refund without Return

Refund without Return is a platform-mandated feature that helps sellers earn customer loyalty by improving the overall customer experience. The Refund without Return feature will run for a limited time at the discretion of TikTok Shop.
Refund without Return allows customers to request a refund without returning the product for returnable items or is required by the platform due to the nature of the item which makes it considered non-returnable (hazardous materials, consumables, personalized items, etc.). For non-returnable items, approval is not dependent on return reasons. Refer to Non-Returnable Categories for more information.
  • 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: TikTok Shop subsidizes sellers to ensure this is cost-neutral.
    • The seller subsidy amount is determined by TikTok Shop based on the return reason, product purchase price, and the corresponding return shipping fee responsibility. Refer to the table below for more information.
    • Note: Refund without Return is an automatic feature designed to benefit sellers with quick and easy refund processing. If issues arise, create a ticket to TikTok Shop in the Help Center.
The table below details the scenarios where sellers are subsidized by TikTok Shop based on the cost of the product being returned and the type of return reason.
Note: Product refund value* includes only the product purchase price as defined above; not taxes, shipping costs, or any other additional fees.
Price Level
Product Refund Value*
Refund without Return

Non-Seller Fault Return Reason
(For example, no longer needed or item doesn't fit, etc.)
Seller Fault Return Reasons
(For example, product quality issues, packaging damages, etc.)

1


$0.01 to $10.00

Auto-enabled
Mandatory
TikTok Shop subsidizes the seller for the product cost.

No subsidy
Sellers do not lose money as they previously paid for return shipping, which costs approximately $10

Seller-Preferred Refund without Return

Sellers can set rules to automatically trigger Seller-Preferred Refund Without Return in the Manage Returns tab in Seller Center. The options are:
  1. Returnless Refund: Applies to products that require a return.
    • Tiktok Shop only subsidises refunds for products with purchase price up to $10 (not including taxes, shipping costs, or additional fees) under Platform-Mandated Refund without Return. Sellers are responsible for the refund costs under their own Seller-Preferred Refund without Return rules. TikTok Shop reserves the right to reject compensating sellers to avoid platform risk.
  1. 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)
When a customer's refund request matches a seller's rules, TikTok Shop will 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.

Partial Refund

Sellers can set up automatic rules for partial refunds in the Seller Center using the Preference settings. These rules enable customers to choose a partial refund as a resolution during the return request process, allowing them to receive a partial refund without returning the item. Sellers are responsible for covering the refund costs based on the conditions they specify.
When setting up their rules, sellers can define preferences for the following criteria:
  • Product Category: Only returnable categories are eligible.
  • Item Price: Only items priced between $10 and $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 percentage 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 percentage 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’s platform-mandated or set by the seller under Seller-Preferred Refund Without Return, the returnless refund takes precedence over partial refund.
When a customer requests a partial refund, TikTok Shop will automatically process it without requiring a return. If a seller wishes 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 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.

Order Level Refund without Return

In Order Level Refund without Return, sellers may choose to issue a refund to a customer after the customer's return request is approved by the seller or TikTok Shop. Sellers can issue a customer refund at an order level from Seller Center using "Issue Refund."

Batched (Multi-Item) Returns

Customers can return multiple items from the same order in one box, if all from a single seller. The criteria, parameters, and service level agreements (SLAs) for multi-item returns are the same as the existing single-item return process. The following are not eligible for batched 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

Final Sale eligibility is offered to select qualified sellers. These sellers may offer final sales on products in select Fashion categories.
Final Sale items are considered non-returnable for reasons listed under "Change of Mind." However, customers may still receive support under specific circumstances, including:
  • Package not received
  • Damaged item or packaging (evidence required)
  • Defective item (evidence required)
  • Missing item from the package
  • Wrong item sent (evidence required)
Customers have 30 calendar days whichever return window after the package status is updated to "Delivered" to raise a refund request through Customer Support. Customer self-service returns are not available for final sale items. All assistance for final sale orders must go through Customer Support.
Sellers must review the request within two (2) business days (excluding weekends). If the seller does not respond within this timeframe, TikTok Shop will auto-approve the refund.
Not all products are eligible for final sale on TikTok Shop. Sellers are prohibited from circumventing this rule by listing or describing ineligible products as "final sale." This includes, but is not limited to, manually adding "final sale" in product titles, descriptions, or any other part of the listing.

Item Replacements for Orders With a Return

Customers may select an item return with replacement when making a return and refund request in the following circumstances:
  • If the item arrives damaged, defective, or not as described
  • If the wrong item is sent
Important: Sellers are automatically opted in to offer item return with replacement by default. If a seller does not want to offer item replacements, they can opt out of this feature in Seller Center by opting out of exchanges.
  • 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 will 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.
  • 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

Customers may select an item replacement without a return when making a return and refund request in the following circumstance:
  • If the item is marked as delivered, but the customer did not receive it
Important: Sellers are automatically opted in to offer item replacements by default. If a seller does not want to offer item replacements without a return, they can opt out of this feature in Seller Center by opting out of replacements.
  • 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 will 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, 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 one (1) business day (excluding weekends) to review a replacement request. If no action is taken by the seller after one (1) business day from when the request was submitted, TikTok Shop will auto-approve the replacement request.

Item Exchanges for Orders

Customers may select an item exchange when making a return and refund request in the following circumstances:
  • Item is too big
  • Item is too small
Important: Sellers are automatically opted in to offer item exchanges by default. If a seller does not want to offer item exchanges, they can opt out of this feature in Seller Center by opting out of "exchanges".
  • 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 will 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.
  • Only certain product categories like mens', womens', and kids' fashion are eligible for exchanges at this time.
  • 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.

Non-Returnable Categories

Certain types of products are only eligible for a return and/or refund if they are damaged or defective upon arrival. These products cannot be returned for reasons such as 'no longer needed' or 'item does not fit.'
Non-returnable products differ from final sale products as they are non-returnable due to hazmat, hygiene, or transportation restrictions. However, non-returnable products are still eligible for refunds when there is an issue with the product or if the item does not match its description on the product details page.
Sellers are responsible for accurately describing and portraying items. Sellers may request the item be returned with a refund or opt for a refund only.
Examples of non-returnable product types include but are not limited to:
  • Any food, beverages, dietary supplements, and ingestible products for humans or animals
  • Live plants, seeds, and fresh flowers
  • Trading cards and collectibles
  • Pre-owned items

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 will 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 will then assess the relevant evidence and make the final decision on the return and refund request.

Product Issues

If the product delivered does not comply with the TikTok Shop Seller Terms of Service, the customer may choose one of the following reasons to submit a "Return or Refund" request:
  • The product does not match the seller's description.
  • The product is defective or does not work.
  • The seller sent the wrong product.
The seller must respond to the customer's return request within 48 hours of submission. The seller's response must comply with federal, state, and local customer statutory and common law rights.
If the customer has a valid complaint under local customer law, the seller must approve the customer's request to return the defective product and at the selection of the customer, either:
  • 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

If the customer finds that the seller sent a product that is physically different or does not meet the specifications based on what was ordered, the customer can select the reason "Product doesn't match the description" or "Wrong product sent" when raising a "Return or Refund" request. Customers are required to attach reasonable and relevant supporting materials (such as photos or videos of products) when submitting such requests.
Items or products that meet the above qualifications include but are not limited to the following:
  • 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, brand, etc.).

Defective Products

If the customer finds that the seller sends an item or product that is damaged or defective, the customer can select the reason "Product is defective or doesn't work" when raising a "Return or Refund" request. Customers are required to attach reasonable relevant supporting materials (for example, photos or videos of products) when submitting refund requests.

Definition of Defective Products

Items or products that are considered "defective" include, but are not limited to:
  • 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

Where a dispute arises regarding a return request caused by a product issue, it is the seller's responsibility to:
  • 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 will 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

Where a dispute arises regarding a return request caused by missing parts or accessories, it is the seller's responsibility to:
  • 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 will start a dispute process and request supporting documents from both the seller and customer for case investigation.

Logistics Issues

Handling of Logistics Issues

Customer requests caused by logistics issues may include lost, empty, misrouted, or damaged packages. A customer may submit a "Return or Refund" request for the following reasons:
  • 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.

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. For more information, refer to our Guide To Managing Returns, Refunds, and Replacements.

Customer Obligations

If a customer has already confirmed receipt of delivery, they should not raise a "Return or Refund" request using the reason "I haven't received the package." Please note that this does not include situations where the seller misled or used deceptive language to request customers to confirm receipt.
If the seller believes the customer is abusing the "Return or Refund" function, they can raise a ticket in Seller Center and select the reason "Complaints & Dispute - Customer."

Delayed Delivery

If the seller uses the fulfillment type Ship by Seller, they must follow the TikTok Shop Customer Order Shipping Policy and work with their logistics partner to ensure the product is delivered on time. For any orders where an estimated or guaranteed delivery date was provided, the seller must notify the customer in the event of a delay and provide the customer with the option to cancel the delivery or agree to a revised deadline. As soon as the seller is aware of a shipment delay, the seller must put the customer on notice of the delay.
  • 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 sellers' 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 sellers' expense, for example, website, toll-free number, prepaid postage reply card); and
    • A statement that unless notice is received that the customer consents to the delay and agrees to wait (and shipment has not yet occurred), the customer’s order will automatically be canceled and refunded.

Products Not Received

  • Customers can raise a refund-only request with the reason "Package wasn't 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 Ship by Seller 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 will auto-approve the refund. Customers are refunded from seller 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 Ship by TikTok 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 will auto-approve the refund.
      • For items more than $300, TikTok Shop will 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 will 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 will 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.
Appeals
  • 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.
      • 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.
      • A screenshot of the customer's feedback that includes the Order ID details and demonstrates the product was not received by TikTok Shop
  • TikTok Shop reserves the right to request any additional documentation from either the seller or customer to support its investigations.
      • 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.

Damaged Packages

If a package was damaged in transit, sellers may request the carrier to provide factual evidence to show that it had been properly delivered and received by the customer. Non-exhaustive examples of package damage include packages arriving with broken seals, stains, and stitching defects.

Customer Disputes (Appeals)

TikTok Shop encourages sellers to handle all after-sales issues and communicate with customers quickly and appropriately.
It is important to note that while we do not proactively intervene in after-sale issues, TikTok Shop does offer customers and sellers voluntary after-sales dispute-handling services, such as appeals, to assist in resolving conflicts.
  • 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.
For more information on our after-sales dispute handling services, refer to our TikTok Shop After-Sale Dispute Escalation Handling Policy.

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