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A refund is issued to the customer at the seller's cost, unless specified otherwise.
Tik Tok Shop handles all of the following logistics-related requests on behalf of sellers who are using Fulfilled by Tik Tok (FBT): Package shipped too late, delayed in transit, or never received Damaged item or packaging Package missing an item Wrong item delivered
Package shipped too late, delayed in transit, or never received
Customers may only raise a Return and Refund request after the package status is updated to "In transit".
Sellers can raise a "Refund only" request for orders that are in transit (shipped status). This option is available if the seller wants to issue a refund to the customer without receiving the returned item back.
Return and Refund Features:
Sellers can customize their return and refund settings in the Seller Center.
For instructions on how to use these features, refer to the Customizing Your Return and Refund Features article.
Sellers can set rules to trigger auto-approve refund and return requests.
For more information, refer to the Seller Preferred Refund without Return section below.
Select qualified sellers have access to the adjustable Return Window feature.
This allows them to choose and set the length of their return window from the following options:14 days (some categories)30 days45 days90 days Please note: During designated promotional or holiday periods (such as the Holiday Season return window), seller-configured return windows may be temporarily overridden by Tik Tok Shop.
Once the period ends, seller-configured settings will automatically resume and apply to new orders.
Sellers can set rules to trigger auto-approve refund and return requests. For more information, refer to the Seller Preferred Refund without Return section below.
Select qualified sellers have access to the adjustable Return Window feature. This allows them to choose and set the length of their return window from the following options:14 days (some categories)30 days45 days90 days
Please note: During designated promotional or holiday periods (such as the Holiday Season return window), seller-configured return windows may be temporarily overridden by Tik Tok Shop. Once the period ends, seller-configured settings will automatically resume and apply to new orders.
Customers have the return timeframe specified at checkout or the default 30 calendar days from the date the package is marked as "Delivered" to submit a return and refund request.
A customer may return a product and get a refund in the following situations below: The customer no longer needs the product.
The customer received a product that did not match the product description provided at the time of purchase.
The product does not fit properly (specific to fashion category products only).
The fabric, material, or style of the product is not as expected (specific to fashion category products only).
Poor fulfillment quality may include, but is not limited to: The product was damaged but the shipping box is in good condition.
The condition of the product upon delivery was defective.
The wrong product was delivered.
The product was delivered but is missing a part or has a broken part.
The package was delivered but an entire item is missing (not just parts or components).
The package was delivered but not received by the customer."In Transit" Delay: The product is delayed in transit and will not arrive on time.
To protect the customer experience, customers will be given the option to request a refund if an order has not been marked In Transit within 7 business days from Awaiting Collection.
The product arrived too late: If an order marked In Transit is not updated as Delivered by the Estimated Delivery Date, the customer will be given the option to refund their order.
Late deliveries may negatively impact the seller's On-Time Delivery Rate.
The customer no longer needs the product.
The customer received a product that did not match the product description provided at the time of purchase.
The product does not fit properly (specific to fashion category products only).
The fabric, material, or style of the product is not as expected (specific to fashion category products only).
Poor fulfillment quality may include, but is not limited to: The product was damaged but the shipping box is in good condition. The condition of the product upon delivery was defective. The wrong product was delivered. The product was delivered but is missing a part or has a broken part. The package was delivered but an entire item is missing (not just parts or components). The package was delivered but not received by the customer.
The product was damaged but the shipping box is in good condition.
The condition of the product upon delivery was defective.
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