Valid returns are customer return requests that are supported by evidence and approved by sellers after evaluation.

Product issues

If the product delivered does not comply with the contract of sale, the customer may choose one of the following reasons to submit a Return/Refund request:

• Product doesn't match description.
• Product is defective or doesn't work.
• Wrong product sent.

Inconsistent or incorrect products

If the customer finds that the seller sent an item/product that is:

• Physically different from what was ordered.
• Different from what was advertised or described on the product detail page.
• Irrelevant or has different specifications (wrong color, shape, technical characteristics, brand, etc.).

The customer can select the reason Product doesn't match description or Wrong product sent when raising a Return/Refund request. Note that TikTok Shop by Tokopedia may require customers to attach relevant supporting materials when submitting such requests.

Defective products

If the products received by the customer are:

• Damaged or broken.
• Not of satisfactory quality/performance due to faulty design or product safety concerns. (This includes any other product issues that negatively affect the customer's product use, safety, or security).
• Not fit for the purpose for which they were sold to the customer.

The customer can select the reason Product is defective or doesn't work to request a Return/Refund. Note that TikTok Shop by Tokopedia may require customers to attach relevant supporting materials when submitting such requests.

Incomplete products

If the customer finds that some components, parts or accessories are missing, the customer can raise a Return/Refund request using the reason Missing product or accessories along with the relevant supporting materials.

Logistic Issues

Customer requests and queries caused by logistics issues may include lost, empty, misrouted, or damaged packages. If a customer experiences issues with receiving their order, they may submit a Return/Refund request for the following reasons:

• I haven't received the package
• Package is damaged

Sellers must always follow the Customer Order Shipping Guidelines to arrange the shipment of an order. However, there may be instances where logistics-related issues are caused by the carrier. If the seller believes that the carrier has caused the logistics issues, the seller can claim against the carrier by raising a ticket in the Help Center. It is important to note that it is the seller's responsibility to provide all required supporting materials. If TikTok Shop by Tokopedia approves the seller's claim, they will receive compensation within five (5) working days (except for in the case of exceptional circumstances). If a customer has already confirmed to have received the delivery, they must not use the Return/Refund reason I haven't received the package. This, however, does not include situations where the seller uses misleading or deceptive language to request customers to confirm receipt of their package. If the seller believes the customer is abusing the Return/Refund function, the seller should raise a ticket in the Seller Center by selecting the reason Complaints - Complain customers.

Delivery delayed

A delayed shipment may be caused by the seller or the carrier. If the fault lies with the carrier, the resolution for logistics-related shipping delays depends on if the package was Shipped by TikTok or Shipped by Seller. Shipped by TikTok

• If the logistics provider fails to deliver the package within twice the length of the committed timeline, we will investigate to determine if the fault lies with the carrier.
• If it is determined that the carrier is at fault, we will notify the customer to raise a refund request. In this case, the seller will need to refund the customer, and TikTok Shop by Tokopedia will request the carrier bear the cost afterward.

Shipped by Seller

• For delays caused by the seller's own selected logistics partner, we encourage the seller to negotiate with the customer to handle any delayed delivery appropriately.

Sellers must follow the Customer Order Shipping Guidelines to ensure products are delivered on time.

Package not received

Customers may file a refund request with the reason I haven't received the package if they experience the following:

• Their order was not received.
• The order tracking information has not been updated for seven (7) days since the last shipping update.

TikTok Shop by Tokopedia will then take the following actions:

• Request Sellers provide relevant evidence to show that the package has been handed over to the correct carrier. (Please note that all supporting information should show the product's quantity, the status of products when packaged, the seal of the package, and the carrier's details such as dispatch date, time, and location).
• Request both the customer and carrier provide relevant and valid supporting materials like shipping labels, receipts, photos, or videos.

Damaged Package

A cancellation/refund request can also be initiated when:

• The package has been damaged or lost in transit.
• The package arrived with misplaced or broken seals.
• The package arrived with stains, stitching defects, etc.
• The package arrived empty.

In these cases, the seller may request that the carrier provide solid evidence to show that the package was delivered correctly and received.

Processing Refunds

Sellers must respond to all customer return requests within 48 hours after submission. The seller's response must comply with local consumer law in the customer's home jurisdiction. At a minimum, where the customer has a valid complaint under local consumer law, the seller must either:

• refund the customer, or
• ship a replacement at the seller's cost.

Regarding Dispute

Where a dispute arises regarding a return request caused by a product issue, it is the seller's responsibility to:

• Prepare and submit the relevant supporting documents to demonstrate the product's compliance with the sales contract.
• Prepare and submit required safety or other compliance standards, including but not limited to product authenticity documents and conditions of shipping.

In the case of further escalation by the customer, TikTok Shop by Tokopedia may start an arbitration process and request supporting documents from both the seller and customer for investigation. To know more about dispute management, kindly visit TikTok Shop by Tokopedia After-Sale Dispute Escalation Handling Guidelines