Return Policy

REFUND AND REFUND POLICY

1. Conditions apply

Subject to the terms and conditions set forth in this Returns and Refund Policy and forming part of the Terms of Service, Shopee protects the interests of Buyers by allowing product return requests and /or refund before expiration. The term Shopee Guarantee has been set forth in the Terms of Service.

Shopee Guarantees performed by Shopee, at the request of the User, to assist the User in resolving conflicts that may arise during the transaction. Users can contact each other to agree on the resolution of their dispute or report to Shopee or a competent state agency for assistance in resolving any dispute that occurs before, during or after using Shopee Guarantee.

Return and/or refund policy for Shopee Mall products is set forth in   Shopee Mall Terms of Service.

2. Return/Refund Request Conditions

Buyer agrees that she/he may request a return/refund only in the following cases:

The buyer has paid but (i) did not receive the products, or (ii) did not receive all the ordered products, or (iii) received the products that are counterfeit or imitation goods;
Products are defective or damaged during transit;
Seller delivers wrong product to Buyer (e.g. wrong size, wrong color, etc.);
The Product the Buyer receives is markedly different from the information provided by the Seller in the product description;
Returned products are not  Returned Products;
The Seller has reached an agreement and agreed to the Buyer to return the goods (however Shopee will need the Seller to confirm these agreements).

Buyers can submit a return/refund request within 07 (seven) days (for products belonging to Shopee Mall) and 03 (three) days (for products not belonging to Shopee Mall) from the time the order is placed. Item has been updated and delivered successfully. Particularly for fresh and frozen food products (unless they have not yet been received), Buyers need to submit a return/refund request within 24 hours from the time the order is updated. .

All return-refund requests must be made on the Shopee App.

Shopee always carefully considers Buyer's return/refund requests and reserves the right to make a final decision on such request based on the foregoing and Shopee's Terms of Service.

3. Don't change your mind to buy

Except as mentioned in this Returns and Refunds Policy, returns due to Buyer's change of mind will not be accepted.

4. Seller's Rights

Upon receipt of a return and/or refund request from Buyer, Shopee will review and decide for Buyer to be returned/refunded, and notify (i) of his/her return/refund request. Buyer or (ii) decides to process Shopee Return/Refund request to Seller on App and/or email and/or text message. Seller needs to give feedback within 02 calendar days (or other time limit specified by Shopee from time to time) from the date of receipt of Shopee's notice if they disagree with Shopee's refund decision or have not yet received it. Returned goods/returned goods do not fall under the circumstances in which the Buyer is entitled to a refund/return or the goods are damaged or lost during the return process. After this time, if Shopee does not receive any response from the Seller, Shopee understands that the Seller fully agrees with Shopee's handling decision and has no complaints. Refund to the Buyer may be considered by Shopee without the Buyer having to return the item to the Seller.

5. Condition of the returned item

In order to limit the trouble arising from returning goods, Buyers should note that they need to pack the goods according to the packing regulations in  Shipping Policy Shopee and return the product including all its accessories, VAT invoice, warranty stamp (if any) and the product must be in the same condition as when received. Buyers are required to take a video or take photos of the product immediately upon receipt and during the packaging of the returned item as proof of comparison/complaint later.

6. Returning costs

6.1. With goods purchased at Shopee Mall, Buyers can choose to return:

In the form of “Return at home” or “Deliver at the post office”: Buyers do not have to pay any shipping fees for the return;
In the form of "Self-arranged": The buyer needs to pay the shipping cost for the return in advance. Shopee will refund the amount equal to the shipping amount paid by the Buyer to the carrier through the “Shopee Account Balance” on the Shopee app within 3-5 working days from the date the Buyer has Return the item to the carrier and Buyer's return/refund request is accepted.

6.2. For goods not belonging to Shopee Mall, Buyers can choose to return the goods:

In the form of "Return at home" or "Return for free"