Introduction

The TikTok Shop Customer Order Cancellation, Return, and Refund Policy covers our after-sale requirements for order cancellations, order returns, and refunds.
All sellers who offer products for sale through TikTok Shop must do so in accordance with the TikTok Shop Customer Order Cancellation, Return, and Refund Policy.
This policy is not exhaustive, nor is intended for legal advice. Sellers must seek independent legal advice if they have questions about the laws and regulations concerning their products.
This policy is updated periodically. Sellers must check this page regularly to ensure compliance with our current policy.
This policy does not dictate whether or not the content of any product warranty is provided by the seller. To the extent that the seller offers a product warranty (whether limited or full), warranty terms must be presented to the customer on TikTok Shop in accordance with applicable laws. Further, nothing in this policy is intended to override, supersede, or conflict with any seller obligations under its applicable warranty or laws governing the provision, content, and adherence to product warranties.

Shipping Types

There are two ways sellers can ship their products on TikTok Shop:

• Ship by TikTok is a shipping type where the seller chooses a Logistics Service Provider (LSP) listed by TikTok Shop in Seller Center to ship orders.
• Ship by Seller is a shipping type where the seller chooses their own preferred Logistics Service Provider (LSP) to ship orders as long as they are supported by TikTok Shop as mentioned in the Ship by Seller User Guide.

It is important to note that sellers are subject to different responsibilities when selecting either Ship by TikTok or Ship by Seller options as stated in TikTok Shop Customer Order Shipping Policy.

Cancellation

All sellers must take a number of steps to complete the cancellation process. TikTok Shop has set the requirements for each of these steps below.

3.1 General Principles

The following are TikTok Shop's general principles for cancellations:

3.1.1 Seller and Customer Cancellation (General Principles)

• Once payment is made, both customers and sellers can cancel an order before the order status in Seller Center is updated to "To Ship - Awaiting Collection".
• Sellers and customers can communicate with each other before a cancellation is made. Sellers are prohibited from using abusive or threatening language and changing any terms of the transaction (such as price error) after a sale has been made.
• If the seller believes that the customer is abusing the cancellation process, they can raise a ticket by selecting the reason "Complaints & Dispute - Customer" in Seller Center.

3.1.2 Seller Cancellation (General Principles)

• For orders from 4PL Sellers, sellers will not be able to fulfill any orders within the first hour of the order placement, known as the "pending" period. During this pending period, TikTok Shop may automatically approve any customer-raised order cancellations, regardless of shipping type (Ship by Seller or Ship by TikTok).
• For orders from 4PL Sellers, sellers may cancel an order after the "pending" period or before order status changes to "shipped".
• Orders will be automatically canceled if customer payment has not been made within the predetermined time frame set by the seller or TikTok Shop (whichever is applicable).
• If the seller takes no action for a customer's cancellation or refund request within 24 hours of a customer requesting cancellation, the pending cancellation or refund requests will be automatically approved by TikTok Shop and a refund will be issued to the customer.

3.1.3 Customer Cancellation (General Principles)

Customers may cancel an order without the seller's approval if:

• The shipping type is Ship by TikTok and the order status has not changed to "To Ship - Awaiting Collection."
• The shipping type is Ship by Seller and a cancellation request is made less than one hour from the time of ordering during the "Pending" period.
  • Note that customer cancellation of excluded product categories, requires the seller's approval in both Ship by TikTok and Ship by Seller shipping types.
• The shipping type is Ship by Seller and a cancellation request is made and the order status has not changed to "To Ship - Awaiting Collection" after one business day.
• The order status has not changed to "TTS" after seven business days.

Customers cannot cancel an order if the status of the order is in "Ready to Ship" status.

3.2 Cancellation by the Seller

If a product is no longer available due to out-of-stock reasons or unforeseen stock damage, the seller may notify the customer and cancel the order. However, these cancellations will negatively impact Seller Fault Cancellation Rate (SFCR).

• Notice of all cancellations must be provided promptly to the customer through in-app notifications. All notices must explain the reason for order cancellation and be written in Spanish.
• Customers are entitled to receive a full and prompt refund if the seller cancels the paid order. However, a seller may not request a customer to cancel the order due to their own stock deficiencies or issues.
• Sellers should also note that any unilateral cancellation may lead to negative feedback from customers.
• Sellers are prohibited from canceling orders due to pricing errors.

Sellers should note that TikTok Shop may also investigate and take action if TikTok Shop has a reasonable belief that the seller is in violation of this policy, our after-sales policies, or any other agreement between TikTok Shop and the seller, including in the following circumstances:

• Detection of a high frequency of order cancellations
• Suspicion of any violation of our policies
• Suspicion of any fraudulent behavior

3.3 Partial Cancellation by the Seller

• For a multi-item order, sellers can split multiple items of the same Stock Keeping Unit (SKU) into different packages through item-level split shipping by providing separate shipping labels and tracking information.
• If a product is no longer available due to out-of-stock reasons or unforeseen stock damage, sellers can cancel the partial order at the item level and fulfill the rest of the order (for example, shipping products of the same SKU from different warehouses) for "Awaiting Shipment" orders. However, these cancellations will negatively impact Seller Fault Cancellation Rate (SFCR).
• Customers are entitled to receive a full and prompt refund if the seller cancels the partially paid order.

3.4 Cancellation Due to Payment Failure

There may be situations where cancellations are caused by payment failure (such as insufficient funds, request declined by bank, risk assessment, etc.) or potential fraud.
In such circumstances, TikTok Shop will notify the seller in Seller Center and alert them through email when an order is canceled.

3.5 "Change of Mind" Cancellation by the Customer

Customers can also cancel an order if they have a "change of mind", following the Customer Cancellation (General Principles).

3.6 Order Auto-Cancellation

It is important to note that sellers are subject to different fulfillment responsibilities as stated in TikTok Shop Fulfillment Policy.
An order will be auto-canceled within seven (7) business days from when the order was placed if the order is not updated to "TTS" (Transit to Ship) status. The amount paid for the order will then be refunded to the customer.

Return and Refund or Remedy After Shipping

The following are general guidelines that sellers must follow in relation to returns and refunds.

4.1 Returns and Refunds

• Returns and refunds initiated by the customer are also known as "after-sale" requests. A refund is issued to the customer at the seller's cost, unless specified otherwise.
• Customers may only raise a Return and Refund request after the package status is updated to "Shipped."
• Sellers can raise a "Refund only" request for orders in transit (shipped status) if the seller wants to issue a refund to the customer but does not receive the returned item back.
• Customers have a period of 30 calendar days after the order status is updated to "Delivered" to raise a return and refund refund request.
• In addition, after the standard return and refund period of 30 calendar days has lapsed, customers may still be entitled to raise a case for a return and refund for defective items.
• A dispute process and appeals are available from TikTok Shop. TikTok Shop reserves the right to determine if the customer is eligible for a refund. If TikTok Shop determines in favor of the customer, a refund is issued to the customer at the seller's cost. All decisions are final and subject to the direction of TikTok Shop.

4.2 Handling Returns and Refunds

If a customer files a return request, the seller must follow the guidelines below to handle the return request appropriately.

4.2.1 Refund or Return Basic Principles

• TikTok Shop will auto-approve all return requests for returnable categories except for categories that have conditional returns.
• For categories that require approval, sellers have 3 business days to review return and refund requests. If no action is taken by the seller after 3 business days from when the request was submitted, TikTok Shop will auto-approve the return request.
• For most refund-only requests, sellers have 3 business days (excluding weekends) to review the request. If no action is taken, TikTok Shop will auto-approve the refund request. However, for refund-only requests submitted under the reasons “Package wasn’t received” or “Item/package was damaged,” TikTok Shop Customer Service will directly review and process the request. Sellers may be contacted for evidence, and can still appeal the decision via Seller Center.
• The customer must upload the necessary information required and return the product within 14 calendar days from when the seller approves the return request. If not, the return request will be closed.
• Customers must ensure that they enclose the correct and original item that was purchased in the same condition in which it arrived when making a return. If a customer accidentally ships the wrong item back, sellers must get in touch with the customer as soon as possible.
  • TikTok Shop will not be responsible in any way if the customer fails to return the correct item to the seller.
    • Note: No compensation will be provided to the seller if the customer returns the wrong item.
  • TikTok Shop will not be responsible in any way for the shipment of a returned item back to the seller.
• It is the seller's responsibility to track any customer-returned items using the information provided by the customer or the logistics vendor.
• If the seller takes no action within 2 business days (excluding weekends) after receiving the returned product (as determined by when the logistics vendor uploads that the package was delivered back to the seller), the return and refund request will be automatically approved.
• 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.
• In order to protect customer rights, TikTok Shop can process any refund requests if a seller's shop is deactivated and manage any recovery of funds in order to reimburse the customer.
• Sellers are responsible for correctly and promptly updating their return warehouse address when they move or change address. Failure to do so will result in the seller losing the returned package and any items contained within.
• TikTok is entitled to take appropriate action, which may include, but is not limited to, destruction or donation of the unclaimed item in any circumstance where the designated delivery address is inaccessible or undeliverable, including customer rejection of a delivery.
• The table below shows who bears the responsibility for return shipping costs (products returning from the customer to the seller) and forward shipping costs (products shipping from the seller to the customer) respectively:

4.2.2 Damaged Product Returns (Logistics Cost)

For damaged product returns (as determined by the customer-chosen return reason), the liable entity of the logistics (shipping) forward cost will be determined between the seller and the logistics service provider as to who is responsible. For sellers using shipping type, Shipped by TikTok (4PL), TikTok Shop will determine the liable entity as needed.

4.2.3 Eligible Product Returns

For eligible categories, the customer has the right to return the product for any reason within 30 calendar days from the date of order receipt. Sellers must provide the necessary support during the customer return process. For defective items, customers can also raise a claim to TikTok Shop up to 90 calendar days from the date the item was received.

4.2.4 Refund without return

Refund without return refers to a feature within Seller Center that assists sellers in automatically accepting customer refund requests without requiring them to return the product. There are three types of Refund without returns: Platform-Mandated, Seller-Preferred, and Order Level Refund without return.

Platform-Mandated Refund without return

Please note that the current platform-mandated returnless refund is a temporary measure until further notice. If a return is not required for your item, the platform will cover the full product cost. For items where a return is necessary, please adhere to our existing return and refund policy.
Refund without Return allows customers to request a refund without returning the product for returnable items or is required by the platform due to the nature of the item which makes it considered non-returnable (hazardous materials, consumables, personalized items, etc.). For non-returnable items, approval is not dependent on return reasons.

• For customers: Refund without Return may be auto-enabled for products with a purchase price less than or equal to 75 MXN.
  • Purchase price is defined as the amount the customer paid for any individual item, either the standard price or a promotional or discounted price, with any form of payment, including a voucher. Purchase price does not include shipping fees, taxes, or any additional fees.
• For sellers: TikTok Shop may subsidize sellers to ensure this is cost-neutral.
  • The seller subsidy amount is determined by TikTok Shop based on the return reason, product purchase price, and the corresponding return shipping fee responsibility.
  • Note: Refund without Return is an automatic feature designed to benefit sellers with quick and easy refund processing. If issues arise, create a ticket to TikTok Shop in the Help Center.

Seller-Preferred Refund without return

• The Refund Range refers to the range of product prices for which the seller will allow an automatic Refund without return.

• Sellers can set multiple rules to cover different types of refund requests.

• Sellers can select their preferred options for Product Category, Return Reason, or Refund Range when setting their rules.
• When a customer's refund request matches the Seller-Preferred Refund without return rules, TikTok Shop will automatically initiate the refund process on behalf of the seller to the customer without requiring them to return the product.
• Sellers can view their automatic Seller-Preferred Refund without return in the Manage Returns tab in Seller Center.
• Sellers who wish to appeal any automatic Seller-Preferred Refund without return can also do so through Seller Center Help Center.
  • Important Notes:
    • Sellers are responsible for the rules they set for automatic Seller-Preferred Refund without return. TikTok Shop will not allow any appeal against an automatic Seller-Preferred Refund without return that was caused by a seller's mistake when setting or editing a rule.
    • Sellers who use the automatic Seller-Preferred Refund without return are entirely at their own risk and the feature must only be used in accordance with all applicable laws.

Order Level Refund without return

In Order Level Refund without return, sellers may choose to issue a refund to a customer after the customer's return request is approved by the seller or TikTok Shop. Sellers can issue a customer refund at an order level from Seller Center using "Issue Refund."

4.2.5 Speedy Refund

Some customers are eligible to get an advanced refund after returning items to our designated drop-off points. TikTok Shop reserves the right to determine advanced refund eligibility for fraud prevention purposes.

• Such returns will not require the seller to approve the refund request after receiving the returned parcels. TikTok Shop will automatically approve refund requests once customers drop off their items.
• Customers will receive an immediate refund once the logistics vendor receives and processes the item at the drop-off point.
  • Note: Items with a purchase price equal to or greater than 560 MXN will not receive an immediate refund when dropped off as a return.
• Sellers will be notified of any refund requests that have been approved by TikTok Shop through Seller Center inbox notifications and email notifications. Sellers are allowed to raise an appeal in Seller Center using Orders - Manage Returns if they are unsatisfied with the returned product's condition. TikTok Shop Customer Service will review and determine if compensation to the seller should be issued based on the evidence submitted by the seller (for example, images, videos, or comments on the returned condition of the product).

4.3 Non-Returnable Categories

Certain types of products may not be eligible for a return. Customers may submit a "Refund only" in cases if the item is damaged or defective upon arrival or missing items/package. Sellers have three (3) business days to process a "Refund only" request.

4.4 Product Issues

If the product delivered does not comply with the TikTok Shop Seller Terms of Service, the customer may choose one of the following reasons to submit a "Return or Refund" request:

• The product does not match the seller's description.
• The product is defective or does not work.
• The seller sent the wrong product.

If the customer has a valid complaint under local customer law, the seller must approve the customer's request to return the defective product and at the selection of the customer, either:

• Promptly refund the full price paid for the product (note: customers must receive their full refund in which the payment was received and not in any other money equivalents such as store credit); or
• Replace the defective product with a new item of equivalent or better functionality.

4.5 Inconsistent or Incorrect Products

If the customer finds that the seller sent a product that is physically different or does not meet the specifications based on what was ordered, the customer can select the reason "Product doesn't match the description" or "Wrong product sent" when raising a "Return or Refund" request. Customers are required to attach reasonable and relevant supporting materials (such as photos or videos of products) when submitting such requests.
Items or products that meet the above qualifications include but are not limited to the following:

• Items that are not as described on the seller's product listing page.
• Items that have wrong specifications (such as color, shape, size, technical characteristics, brand, etc.).

4.6 Defective Products

If the customer finds that the seller sends an item or product that is damaged or defective, the customer can select the reason "Product is defective or doesn't work" when raising a "Return or Refund" request. Customers are required to attach reasonable relevant supporting materials (for example, photos or videos of products) when submitting refund requests.

4.6.1 Definition of Defective Products

Items or products that are considered "defective" include, but are not limited to:

• Items that are damaged or broken.
• Items that are not of satisfactory quality or performance due to faulty design or product safety concerns.
• Items are not fit for the purpose for which they were sold to the customer.
• Any other product issues that negatively affect the customer's product use, safety, or security.

4.6.2 Handling of Defective Product Disputes

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 all required safety or 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 will start a dispute process and request supporting documents from both the seller and customer for a case investigation.

4.6.3 Handling of Missing Parts or Accessories Disputes

Where a dispute arises regarding a return request caused by missing parts or accessories, it is the seller's responsibility to:

• Prepare and submit the relevant supporting evidence that all items or orders were fully shipped as per the customer's orders.
• Provide any assembly, item information, or documents that clearly indicate all item parts or accessories that should have accompanied the ordered items.
• In the case of further escalation by the customer, TikTok Shop will start a dispute process and request supporting documents from both the seller and customer for case investigation.

4.7 Logistics Issues

4.7.1 Handling of Logistics Issues

Customer requests caused by logistics issues may include lost, empty, misrouted, or damaged packages. A customer may submit a "Return or Refund" request for the following reasons:

• The package was damaged on delivery.
• The customer did not receive the package within the prescribed amount of time and the customer did not consent to the delay.
• The seller's response must comply with any customer rights. At a minimum, where the customer has a valid complaint under local law, the seller shall promptly refund the customer.
• Sellers must always follow our TikTok Shop Customer Order Shipping Policy to arrange the timely shipment of an order.

4.7.2 Carrier-caused Logistics Issues

There may be situations where logistics issues are caused by the carrier. If the seller believes that this is the case, they can raise a claim against the carrier by raising a ticket in the Help Center. TikTok Shop will then investigate and decide whether to approve the request. Please note that it is the seller's responsibility to provide the required supporting materials, if any.
If the seller's claim is approved, they will receive compensation within five business days (notwithstanding any exceptional circumstances).

4.7.3 Customer Obligations

If a customer has already confirmed receipt of delivery, they should not raise a "Return or Refund" request using the reason "I haven't received the package." Please note that this does not include situations where the seller misled or used deceptive language to request customers to confirm receipt.
If the seller believes the customer is abusing the "Return or Refund" function, they can raise a ticket in Seller Center and select the reason "Complaints & Dispute - Customer."

4.8 Delayed Delivery

If the seller uses the fulfillment type Ship by Seller, they must follow the TikTok Shop Customer Order Shipping Policy and work with their logistics partner to ensure the product is delivered on time. For any orders where an estimated or guaranteed delivery date was provided, the seller must notify the customer in the event of a delay.

4.9 Products Not Received

• Customers can raise a refund-only request with the reason "Package wasn't received" after the order status is marked as delivered if the customer is unable to locate the delivered package.
• These refund-only requests are now reviewed by TikTok Shop Customer Service. Sellers may be asked to provide supporting evidence during the investigation.
• If the seller disagrees with the outcome, they can submit an appeal in Seller Center.
• TikTok Shop will auto-approve refund-only requests with invalid tracking numbers as detected by TikTok Shop. Refunds are issued to the customer at the seller's cost.

Appeals

• If a seller believes that the product was delivered, the seller may need to provide relevant supporting materials such as shipping labels, receipts, photos, or videos of the delivery.
  • Evidence that the package had been handed over to the correct carrier
  • Details of the carrier or shipment, such as dispatch date, time, and location
  • Ensure that the supporting materials show the product's quantity, condition when packaged, and any attached package seals.
  • A screenshot of the customer's feedback that includes the Order ID details and demonstrates the product was not received by TikTok Shop
• TikTok Shop reserves the right to request any additional documentation from either the seller or customer to support its investigations.
  • If TikTok Shop decides in favor of the customer, a refund is issued to the customer at the seller's cost.
  • If TikTok Shop decides in favor of the seller, the seller can be reimbursed for refunded funds by TikTok Shop.
  • All decisions are final at the discretion of TikTok Shop.

4.10 Damaged Packages

If a package was damaged in transit, sellers may request the carrier to provide factual evidence to show that it had been properly delivered and received by the customer. Non-exhaustive examples of package damage include packages arriving with broken seals, stains, and stitching defects.
For refund-only requests related to damaged packages submitted by the customer, TikTok Shop Customer Service will review the case. Sellers may be contacted to provide additional evidence as needed. Sellers retain the right to appeal decisions if new evidence is available.

4.11 Platform-Handled Refund Only Requests

TikTok Shop may directly handle refund-only requests submitted under specific reasons where platform intervention is necessary to ensure a fair outcome. These include:

• Package wasn't received (Delivery marked but buyer claims no receipt)
• Item or packaging was damaged on delivery

In these scenarios:

• The refund request is reviewed by TikTok Shop Customer Service instead of the seller.
• Sellers cannot reject the request while under review but may submit relevant evidence.
• If sellers agree with the refund, they may issue it directly and the fund will be issued
• If TikTok Shop decides that it is logistics fault , seller will be reimbursed.
• If TikTok Appeals are available after CS resolution, with a 15-day window to submit new evidence.

Customer Disputes (Appeals and Arbitration)

TikTok Shop encourages sellers to handle all after-sales issues and communicate with customers quickly and appropriately.
It is important to note that while we do not proactively intervene in after-sale issues, TikTok Shop does offer customers and sellers voluntary after-sales dispute-handling services, such as appeals and arbitration, to assist in resolving conflicts.

• If TikTok Shop decides in favor of the customer, a refund is issued to the customer at the seller's cost.
• If TikTok Shop decides in favor of the seller, the seller can be reimbursed for refunded funds by TikTok Shop.
• All decisions are final at the discretion of TikTok Shop.