When can a buyer raise a return/refund request?

1. Timeframe for return/refund requests:

• For products purchased through TikTok Shop Mall: Buyers can submit a return/refund request within fifteen (15) calendar days after the order status is updated to Delivered.
• For products not purchased through TikTok Shop Mall: Buyers can submit a return/refund request within seven (7) calendar days after the order status is updated to Delivered.

2. Situations that justify a return/refund request:

• Non-receipt of product: If the buyer does not receive the product at all.
• Product non-compliance: If the delivered product does not comply with the terms of the sale contract.
• Wrong product delivered: If the buyer receives a product that's different from what was ordered.
• Incomplete or defective condition: If the product arrives in an incomplete, defective, or otherwise unacceptable condition.
• Misleading product description: If the received product doesn't match the description provided at the time of purchase.
• Unfulfilled delivery commitments: If the seller fails to meet delivery commitments, such as delayed shipping or delivery.

Please note the following:

• Prompt action required: Make sure that you handle return/refund requests promptly within 1 working day of the buyer's submission. If no action is taken, the refund will be automatically approved.
• Clear product descriptions: Provide accurate and detailed product descriptions to avoid misunderstandings that may lead to return/refund requests.
• Quality control: Perform thorough quality checks before shipping to make sure products meet buyer expectations and contractual terms.
• Effective communication: Communicate clearly with buyers about delivery timelines and any potential delays.
• Efficient order fulfillment: Ensure timely processing and shipping of orders to prevent issues related to delayed delivery.

For more information, refer to the TikTok Shop Customer Order Cancellation, Return and Refund Guidelines and TikTok Shop After-Sale Dispute Escalation Handling Guidelines.