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The item replacement option is only available to eligible customers (at Tik Tok Shop's discretion) if the seller has opted in to offer replacements and if the inventory of the original item is in stock at the time of the request. Tik Tok Shop may automatically refund the customer in the instance that a replacement cannot be offered due to lack of item inventory or participation in item replacements.
Tik Tok Shop may automatically refund the customer in the instance that a replacement cannot be offered due to lack of item inventory or participation in item replacements.
Item replacements are only offered once per original item ordered per customer. A customer cannot request a second replacement of an item once it has already been replaced.
Certain non-returnable product categories like trading cards, food and beverages, and certain health items are not eligible for replacement with a return at this time.
The seller will bear the cost of shipping the item replacement from the seller to the customer and the cost of return shipping of the original item.
If a customer requests a free item replacement of a returnable product for damage, defective, missing parts, not as described, or wrong item, the customer will receive a QR code for dropping off their return.
Once the customer drops off their item, a new $0 order is created for the seller to fulfill like a normal order.
The seller must follow the same SLAs for a replacement order as an original order.
Sellers may cancel a returnable item's replacement order at any time like a normal order, and this will automatically refund the customer the amount of the original order.
Sellers may cancel a returnable item's replacement order at any time like a normal order, and this will automatically refund the customer the amount of the original order.
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