1. Overview

1.1 Introduction

The TikTok Shop Mall Policy has been formulated with the purpose of:

• Building a positive and trusted shopping environment on TikTok Shop; and
• Providing a shopping experience that consumers can have confidence in.

All sellers who participate or offer products in TikTok Shop Mall must adhere to this policy.

1.2 Scope

The TikTok Shop Mall Policy has been established to provide transparency on the seller qualification, disqualification and restriction criteria for the use of TikTok Shop Mall.
The guidelines on this page are updated periodically. Sellers should check this page regularly to ensure that they are in compliance with our current guidelines

2. TikTok Shop Mall

TikTok Shop Mall is a virtual shopping mall that features a curated selection of brands, reputable retailers and authorized resellers. Sellers who qualify to sell products on TikTok Shop Mall are referred to as TikTok Shop Mall Sellers. TikTok Shop Mall Sellers will have access to the following:

• A TikTok Shop Mall badge and a badge of authenticity on their shop and all their products
• Higher visibility in the customer shopping journey
• Access to dedicated TikTok Shop Mall campaigns and benefits programs

3. TikTok Shop Mall Seller Qualification Criteria

In order to be a TikTok Shop Mall Seller, sellers must be invited by TikTok Shop and maintain several shop performance criteria shown in the table below:
TikTok Shop Mall reserves the right to modify the criteria above at its sole and absolute discretion. Advance notice will be provided to sellers before any changes are implemented.

4. Order Fulfillment Requirements

All TikTok Shop Mall sellers are subjected to the order fulfillment Service Level Agreements (SLAs) outlined in our TikTok Shop Customer Order Shipping Guidelines for sellers.

5. Return and Refund Requirements

To enhance customer satisfaction, TikTok Shop Mall sellers will be required to offer customers a 15-day return period for all products purchased via TikTok Shop Mall. If a customer returns a product due to the seller's fault (such as "Wrong Product was Sent"), the return shipping fee will be charged to the seller. If the return is not due to the seller's fault (such as "No Longer Needed"), the return shipping fee will be charged to TikTok Shop.
*The Extended Settlement Period will apply to TikTok Shop Mall sellers who do not meet the Express Settlement Period criteria. Please see the TikTok Shop Seller Settlement Policy for more information.

5.1 Non-returnable Product Categories

• Please note that there are certain categories of products whereby customers will be unable to raise a return request. However, these products can still be refunded without returning the product. These categories are in the table below. This table is non-exhaustive and may be updated from time to time.

5.2 Change of Mind Returns

All sellers on TikTok Shop Mall are required to provide customers with the option to return products due to a "Change of Mind" up to 15 calendar days. If a customer decides to return a product after purchase, they can raise a return request using the reason "No Longer Needed".

• According to the returns process outlined in our TikTok Shop Customer Order Cancellation, Return and Refund Guidelines for Sellers, sellers will have the opportunity to verify that the items being returned due to a "Change of Mind" are in good/unused condition and match the photos provided by the buyer when the request was raised. The seller can accept or decline the request upon receiving the returned item.
• In the event that a customer is not satisfied with the rejection of their return request, they have the option to raise a dispute. TikTok Shop will review and handle the dispute in line with our After-Sale Dispute Escalation Handling Guidelines.

5.2.1 Products Not eligible for "Change of Mind" Returns

Note: This list may be non-exhaustive and may vary from time to time at the sole and absolute discretion of TikTok Shop. Please refer to the Product Detail Page for the specific "Change of mind" return eligibility.

6. Disqualification Criteria

Sellers will be disqualified from being a TikTok Shop Mall Seller if they are:

• Proven to have sold counterfeit items.
• Unable to provide valid documentation to establish brand ownership/authorization/authenticity of the products.
• Unable to meet any of the necessary criteria outlined in this policy.

Sellers are still able to operate as non-TikTok Shop Mall sellers (subject to any other TikTok Shop enforcement action that may be placed on the seller).
Note: TikTok Shop has sole and absolute discretion to determine whether a seller may be disqualified.