A customer may return a product to a seller and request a refund if:

• The product delivered was not in compliance with the contract of sale .
• The wrong product was delivered.
• The product was incomplete or defective.
• The product did not meet the description given at the time of sale.
• The seller did not fulfill their delivery commitments (such as delayed shipping or delivery).

Customers can raise a Return/Refund request up to 6 days (maximum) from when the order was received. If customers wish to lodge a complaint after this period, they can communicate directly with the seller, or fill in a request for customer support via the TikTok app > 'Orders-Contact TikTok'.

Best practice for return request management

When a customer files a return request, the seller must follow the requirements below to handle the return request appropriately:

Initiating a return request:

• The seller must handle all return requests within 48 hours upon submission. If the seller takes no action, the pending request will be automatically approved.
• The seller must not reject the customer's request without a solid and justified reason.

Managing the return request:

• If the return/refund request is rejected by the seller, the customer can submit a second request within 48 hours after seller's rejection, otherwise the return/refund request will be closed.
• After the seller approves the return/refund request, the customer should upload the ship-back delivery information within 5 calendar days from the seller approves the return request; otherwise, the return request will be closed.

Return request evaluation

• After the customer uploads the product return shipment information, the seller must confirm the receipt of the returned product in the Seller Center.
• If the seller takes no action within eight (8) days after the customer uploads the product return shipment information, the return request will be automatically approved.
• If the seller selects “extend receiving”, the return request will be automatically be extended by eight (8) days.

Initiating refunds

• Sellers can choose to refund the customer without receiving the returned products. However, sellers must accept the relevant risk or loss associated with this decision.
• Sellers must refund the exact amount the customer paid for the product.

For defective product returns, the logistics cost will be borne by either seller or logistics service provider depending on the liable entity. Any commission related to the returned product will be returned to the seller.