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Eligible items: all returnable and non-returnable products.
Ineligible items: pre-owned, collectible, and final sale products.
The purchase price may be refundable if: The customer completed the purchase on Tik Tok Shop with a valid payment method.
The return window posted by Tik Tok Shop has closed.
It has been no more than 90 days since the order status was updated to "Delivered" and the item arrived damaged or defective.
The customer has not successfully completed a return or refund for this item, and no refund request is currently in progress.
The customer has not requested a chargeback with their payment provider for this item.
The seller shipped a defective or damaged item, whether intentional or unintentional.
The customer completed the purchase on Tik Tok Shop with a valid payment method.
The return window posted by Tik Tok Shop has closed.
It has been no more than 90 days since the order status was updated to "Delivered" and the item arrived damaged or defective.
The customer has not successfully completed a return or refund for this item, and no refund request is currently in progress.
The customer has not requested a chargeback with their payment provider for this item.
The seller shipped a defective or damaged item, whether intentional or unintentional.
The customer will open a claim in the app regarding the issue: The seller will be notified of the claim, reason for claim, and any supporting evidence. The seller must make a decision within 2-4 calendar days (depending on the price of the item). The seller can choose to accept the claim and issue a refund, or initiate a return. If the seller rejects the claim and the order meets all required criteria, Tik Tok Shop Customer Support may review the evidence and determine the final outcome.
The seller will be notified of the claim, reason for claim, and any supporting evidence.
The seller must make a decision within 2-4 calendar days (depending on the price of the item).
The seller can choose to accept the claim and issue a refund, or initiate a return.
If the seller rejects the claim and the order meets all required criteria, Tik Tok Shop Customer Support may review the evidence and determine the final outcome.
The customer is required to return the item, if specified by the seller, unless it is unsafe to do so (for example, due to broken glass, hazardous materials, or food safety concerns) within 14 days. If the item is not returned within 14 days, the refund request may be canceled. The customer must return the item in the original condition in which the item arrived along with all included accessories and components.
If the item is not returned within 14 days, the refund request may be canceled.
The customer must return the item in the original condition in which the item arrived along with all included accessories and components.
Once the seller receives the item, the seller must review it promptly and complete the refund request. If approved, the customer is refunded by the seller. If denied, the seller must clearly explain why.
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