Unfair Behaviour and Terms of Sale

Here at TikTok Shop, one of our main objectives is to create a trustworthy shopping environment for our users. We therefore do not allow any unfair behaviour towards our buyers or the imposition of unfair terms of sale on them.

What are some examples of unfair behaviour towards buyers?

• Statements that aim to intimidate buyers:
  • "Customers who leave a bad review will be blacklisted."
  • "Refunds or returns are not allowed for customers who leave negative feedback."
  • "Customers who provide negative ratings will be reported or penalized."
  • "Refunds are not allowed under any circumstances."
  • Requiring excessive documentation for returns or refunds not outlined in the policy.
• Statements that attempt to incentivise or offer buyers rewards (monetary or otherwise) in exchange for good reviews:
  • "Leave a 5-star review and get a discount on your next purchase!"
  • "Free gift/voucher available for customers who leave positive feedback."

What are some examples of unfair terms of sale?

For a start, you can provide a customised cancellation and return policy, but it must be at least as favourable as our Order Cancellation, Return & Refund Guidelines. For this reason, we do not allow any statement that contravenes this rule. As such, please avoid statements like the following in your product listing:

• Restrictions on Refunds or Returns
  • "The product is not refundable/returnable under any circumstances."
  • "Customers can only raise a return/refund request within 3 calendar days of the delivery date."
  • "An unboxing video is required for a return/refund."
• Conditional Returns or Refunds
  • "If you give 3 stars or above, only then can you return the product."
  • "If a customer buys less than XX items, we will cancel the order."
• Cancellation Restrictions
  • "Cancellation can only be done 10 minutes after the order has been placed."
• Conditional Product Warranties
  • "Product warranties will be voided if customers do not rate 5 stars."

What happens if I breach these guidelines?

If you are found to violate these guidelines, you may have enforcement actions taken against your account. You should note that repeated offenses will result in more significant penalties.Please see our Violation Reasons, Points & Enforcement Actions for Sellers article and Seller Terms of Service for more information. If you think an enforcement action has been taken against you in error, please raise an appeal via the Seller Center. Please read our Seller Appeal Guidelines article for more information.Please see our TikTok Shop Product Listing Guidelines for more information.