Return Policy Page

TikTok Seller Return Policy

To protect consumers’ legitimate rights and interests and to maintain a healthy shopping environment, TikTok merchants are required to strictly comply with the platform’s return and after-sales service policy. This return policy applies to all transactions completed through the TikTok platform. It aims to provide consumers with a convenient, safe, and transparent shopping experience while also helping sellers build a strong reputation and credibility. The detailed provisions are as follows:

1. Scope of Returns

• Consumers are entitled to request a return within 7 days of receiving the product if they discover issues such as product defects, discrepancies with the description, missing parts, or damage during transportation.

• Consumers may also request a return for personal reasons (e.g., dislike, incorrect size, unsatisfactory color), provided the product remains in resalable condition. Sellers should reasonably support such requests.

• Returns are not applicable under the following circumstances:

  • The product has been significantly used and cannot be resold.

  • Customized or special items (e.g., food, underwear, cosmetics, or other hygiene-sensitive products) that cannot be returned without cause.

  • The consumer cannot provide valid order proof or the return request exceeds the return period.

2. Return Process

1. Submit Request – Consumers must submit a return request in the “Order Details” section of the platform and state the reason.

2. Seller Review – The seller must respond to the request within 48 hours, confirm the return reason, and provide the return address.

3. Return Shipment – Consumers must return the product within 5 days after the seller’s approval, ensuring the packaging is intact and accompanied by an invoice or receipt.

4. Refund Processing – Once the seller receives and verifies the returned product, they must complete the refund within 3–5 business days, and the funds will be returned to the consumer’s original payment account.

3. Shipping Fee Responsibility

• If the return is due to product quality issues or incorrect shipment by the seller, the shipping cost will be borne by the seller.

• If the return is due to the consumer’s personal reasons, the shipping cost will be borne by the consumer.

• In case of disputes regarding shipping costs, the platform will determine responsibility based on evidence and platform rules.

4. After-Sales Service and Responsibility

• Sellers must ensure that all products are authentic and consistent with their descriptions.

• Sellers should actively handle consumer after-sales issues and avoid unreasonable delays or refusals.

• If a seller refuses to fulfill return obligations, TikTok reserves the right to intervene and impose penalties, including but not limited to warnings, traffic restrictions, or store suspension.

5. Policy Summary

This return policy is designed to balance consumer rights with seller interests, ensuring that transactions remain fair, just, and transparent. By clarifying return standards, procedures, and shipping responsibilities, consumers can shop with confidence while sellers can better regulate their business practices. TikTok encourages all sellers to prioritize customer satisfaction and build long-term trust through high-quality products and services, thereby achieving sustainable business growth.