1. Application for Returns/Refunds
Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, Buyer may apply for return of the purchased items (“Item”) and/or refund prior to the expiry of the Shopee Guarantee Period as stated in the Terms of Service.
Shopee Guarantee is a service provided by Shopee, on User’s request, to assist Users in dealing with certain conflicts which may arise during the course of a transaction. Users may communicate with each other privately to resolve their differences or approach their relevant local authorities to assist them in overcoming any dispute prior, during or after using Shopee Guarantee.
2. Application for the Return of an Item
Buyer may only apply for the refund and/or return of the Item in the following circumstances:
• The Item has not been received by Buyer;
• The Item was defective and/or damaged on delivery;
• Seller has delivered an Item that does not match the agreed specification (e.g. wrong size, colour, etc.) to Buyer;
• The Item delivered to Buyer is materially different from the description provided by Seller in the listing of the Item; or
• By way of private agreement with Seller and Seller must send his/her confirmation to Shopee confirming such agreement.
Buyer’s application must be submitted via the Shopee mobile app. Shopee will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is successful. In the event where Buyer has commenced legal action against Seller, Buyer may provide the formal notification from the appropriate authority to Shopee to request Shopee to continue to hold the purchase monies until a formal determination is available. Shopee will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.
3. No Change of Mind
Unless stated in this Refunds and Return Policy, Buyer may not apply for the return of the Item and/or refund due to a change of mind.
4. Rights of Seller
When Shopee receives an application from Buyer for the return of the Item and/or refund, Shopee will notify Seller in writing. Seller may respond to Buyer’s application according to the steps provided by Shopee in the written notification. Seller must respond within the time-frame stipulated in the written notification (the “Stipulated Period”). Should Shopee not hear from Seller within the Stipulated Period, Shopee will assume that Seller has no response to Buyer’s application and will proceed to assess Buyer’s application without further notice to Seller. Shopee will review each Seller’s response on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application may be successful against the circumstances stated by Seller.
5. Condition of Returning Item
To enjoy a hassle-free experience when returning the Item, Buyer should ensure that the Item, including any complimentary items such as accessories that come with the Item, must be returned to Seller in the condition received by Buyer on delivery. We will recommend Buyer to take a photo of the Item upon receipt.
6. Cost of Returning an Item
The Buyer and Seller will discuss and mutually agree on who will bear the logistic cost of returning the Item.
Buyer will only be refunded after Shopee has received the confirmation from Seller that Seller has received the returned Item. In the event where Shopee does not hear from Seller within a specified time, Shopee will be at liberty to refund the applicable sum to Buyer without further notice to Seller. For more information on Seller’s response time limits, please click this link. The refund will be made to Buyer’s credit/debit card or designated bank account, whichever is applicable.
8. Communication Between Buyer and Seller
Shopee encourages Users to communicate with each other in the event where problem arises in a transaction. As Shopee is a platform for Users to conduct trading, Buyer should contact Seller directly for any issue relating to the Item purchased.