"Change of Mind" Returns

"Change of Mind" returns

These are returns when a customer selects "Change of Mind" as their return reason. This return reason is only available for eligible products (these products will have a label on the Product Detail Page), and requests must be made within the stipulated timeframes. Sellers are required to approve all such requests as long as the product is in resellable condition.
❗ Important

• These returns do not impact your shop performance metrics (such as shop rating, review rates etc.) and will not lead to any enforcement from us.
• This policy is in addition to any potential rights and obligations you (or the Buyer) may have under applicable local laws. Please seek independent legal advice as necessary to ensure you are complying with all applicable local laws

What should I do when a customer raises a "Change of Mind" return request?

Sellers may be required to review these return requests either at the request stage or after receiving the returned item.

• Communicate with the customer through the "Chat with buyer" feature if additional information or a clearer depiction of the item is required.

Sellers may reject a return only if one or more of the following conditions are met:

• Upon initial request: The evidence provided shows that the product does not meet the return criteria.
• Upon product return: The product does not meet the return criteria.

Invalid rejections

Sellers must not reject returns unreasonably, including but not limited to the following scenarios:

• Incorrectly applying “Change of Mind” return eligibility by using criteria beyond the platform’s non-eligibility list, including reliance on seller-defined policies.
• Rejecting a return even though:
  • The evidence provided at the request stage is acceptable
  • The returned item meets the required return condition.

Unreasonable rejection of returns may result in enforcement actions, including but not limited to buyer compensation.

What criteria must products meet to be eligible for "Change of Mind"

returns?
The product must meet the following criteria:

• The return must be requested within the platform's specified return period.
• If customers select "Change of Mind" as their return reason, but the product's condition does not meet the above conditions, you have the right to refuse the return of the goods and file an appeal with us. This can be done by selecting "Appeal" within the Manage Returns/Refunds page on the Seller Center.

What products are ineligible for "Change of Mind" returns?

Frequently Asked Questions

How will customers know if a product is eligible for a "Change of Mind" return and refund?

• Customers will find a "Change of Mind" label under the Return Policy section of the Product Detail Page.
• 

When may customers request "Change of Mind" returns?

• Refer to the timelines in the Returns And Refunds article for more details.

How will the platform protect sellers against fraudulent or malicious returns?

• If customers have been found to be abusing these returns, we may prevent such customers from using this feature for future orders.
• If you suspect that a customer may be using the "Change of Mind" return reason maliciously, you may raise your concerns to our customer service team.

Can I raise an appeal if the product has been returned in poor condition?

• You can raise an appeal to us through the Seller Center. Read the Returns And Refunds article for more details, including the evidence required.

How are shipping fees handled for "Change of Mind" returns?

For details on shipping fees, please refer to the TikTok Shop Customer Order Cancellation, Return and Refund Policy.