1. Overview

1.1 Introduction

The Mall Policy has been formulated with the purpose of:

• Building a positive and trusted shopping environment on our platform; and
• Providing a shopping experience that consumers can have confidence in.

All sellers who participate or offer products in Mall must adhere to this policy.

1.2 Scope

The Mall Policy has been established to provide transparency on the seller qualification, disqualification and restriction criteria for the use of Mall.
The guidelines on this page are updated periodically. Sellers should check this page regularly to ensure that they are in compliance with our current guidelines

2. Mall

Mall is a virtual shopping mall that features a curated selection of brands, reputable retailers and authorized resellers. Sellers who qualify to sell products on Mall are referred to as Mall Sellers. Mall Sellers will have access to the following:

• A Mall badge and a badge of authenticity on their shop and all their products
• Higher visibility in the customer shopping journey
• Access to dedicated Mall campaigns and benefits programs

3. Mall Seller Qualification Criteria

In order to be a Mall Seller, sellers must be invited by us and maintain several shop performance criteria shown in the table below:
We reserve the right to modify the criteria above at our sole and absolute discretion. Advance notice will be provided to sellers before any changes are implemented.

4. Order Fulfillment Requirements

All Mall sellers are subject to the order fulfillment Service Level Agreements (SLAs) outlined in our Customer Order Shipping Guidelines for Sellers.

5. Return and Refund Requirements

To enhance customer satisfaction, Mall sellers will be required to offer customers a 15-day return period for all products purchased via Mall. If a customer returns a product due to the seller's fault (such as "Wrong Product was Sent"), the return shipping fee will be charged to the seller. If the return is not due to the seller's fault (such as "No Longer Needed"), the return shipping fee will be charged to us.
The Extended Settlement Period will apply to TikTok Shop by Tokopedia Mall sellers who do not meet the Express Settlement Period criteria. Please see the TikTok Shop by Tokopedia Seller Settlement Policy for more information.

5.1 Non-returnable Product Categories

Please note that there are certain categories of products whereby customers will be unable to raise a return request. However, these products can still be refunded without returning the product. These categories are in the table below. This table is non-exhaustive and may be updated from time to time.

5.2 Change of Mind Returns

All sellers on Mall are required to provide customers with the option to return products due to a "Change of Mind" up to 15 calendar days. If a customer decides to return a product after purchase, they can raise a return request using the reason "No Longer Needed".

• Sellers will have the opportunity to verify that the items being returned due to a "Change of Mind" are in good/unused condition and match the photos provided by the buyer when the request was raised. The seller can accept or decline the request upon receiving the returned item.
• In the event that a customer is not satisfied with the rejection of their return request, they have the option to raise a dispute. We will review and handle the dispute in line with our After-Sale Dispute Escalation Handling Guidelines.

5.2.1 Products Not eligible for "Change of Mind" Returns

Note: This list may be non-exhaustive and may vary from time to time at the sole and absolute discretion of our platform. Please refer to the Product Detail Page for the specific "Change of mind" return eligibility.

6. Disqualification Criteria

Sellers will be disqualified from being a Mall Seller if they are:

• Proven to have sold counterfeit items.
• Unable to provide valid documentation to establish brand ownership/authorization/authenticity of the products.
• Unable to meet any of the necessary criteria outlined in this policy.

Sellers are still able to operate as non-Mall sellers (subject to any other enforcement action that may be placed on the seller).
Note: We have sole and absolute discretion to determine whether a seller may be disqualified.