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Categories [Buyer] What are the conditions for requesting a return/refund?

Jan 13, 2021 • FAQ

Please note that requests that do not meet Shopee’s Return and Refund Policy (https://shopee.ph/docs/3595) are ineligible
for return/refund. 
Account Safety & Others Orders & Payments
 
If the return/refund is not requested within the allowable time frame (https://help.shopee.ph/ph/s/article/How-can-I-request-a-
return-refund-1542962768002), the ‘Return/Refund’ button will be disabled and the order will be automatically tagged as
“Order Received”.

If the order is not yet received:

For Paid or Non-COD orders with an expiring Shopee Guarantee period, tap on "Extend Shopee Guarantee" on the
Order Details page, and Shopee will hold the payment for 3 more days. Click here
(https://help.shopee.ph/s/article/What-to-do-if-order-has-not-yet-arrived-1542963019207) to know more.
For COD orders, you will not be refunded since the order has not yet been paid.
Selling & Billing Shipping & Delivery
 
If you wish to return/refund an item, make sure that these conditions are met. Please note that the conditions for requesting a
return/refund are dependent on where you’ve purchased your product.  
Product Type

Return/Refund Local
Overseas ShopeeMall
Marketplace
Products Products
Products
Refund Only - You’ll be able to add an acceptable amount for a Refund not more than the
Solution
maximum Refund amount
Returns & Refunds Shopee Mall Did not receive an order x x x
Received an incomplete product (missing quantity or
accessories) x x x
Received a wrong product(s) (e.g. wrong size, wrong
Reasons color, different product) x x  
Received a product with physical damage (e.g.
dented, scratched, shattered) x x  
Received a faulty product (e.g. malfunction, does not
work as intended) x x  
Return/Refund - You'll need to return the item back to the Seller/Shopee Warehouse with the
Solution
original packaging
Did not receive an order      
Received an incomplete product (missing quantity or
accessories) x x x
Received a wrong product(s) (e.g. wrong size, wrong
Reasons color, different product) x x x
Received a product with physical damage (e.g.
dented, scratched, shattered) x x x
Received a faulty product (e.g. malfunction, does not
work as intended) x x x
 
 
The following conditions apply to Digital Products:
The order is successful but I did not get the expected promotion.
I did not receive my top-up.
Received the wrong amount of top-up.

Click here (https://help.shopee.ph/ph/s/article/Return-Refund-for-Digital-Products-Beta) to know how to return your Digital

Products.
 
Returns/Refunds due to a change of mind will not be accepted. Please also note that the return of personal items such
as undergarments, innerwear, swimsuits, used makeup, perishable goods, grocery items, jewelry (earrings), and adult
products is prohibited.
 
 For items bought via Bundle Deals, return/refund will only be applicable to the entire bundle. Partial requests are prohibited.
Should the bundle contain any items ineligible for returns, you will not be able to return the entire bundle.
 
Click here (https://help.shopee.ph/ph/s/article/How-can-I-request-a-return-refund-1542962768002) to know how to request a
return/refund.
Click here (https://help.shopee.ph/ph/s/article/Buyer-What-is-Shopee-Resolution-Centre)to know how you can discuss the
return/refund.

Returns & Refunds For Buyer

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