How to return an item on TikTok Shop
At TikTok Shop, there are several ways you can send an item back to the seller or TikTok Shop. Make sure to check your order details as some items cannot be returned and some sellers may charge a fee for returning an item.
Tip:
Read the return policy in the product details carefully before ordering to make sure an item can be returned, the time frame of when an item must be returned, and if there are any fees for returning an item.
Return a Product
You can return most products within 30 days of receiving the order by following steps listed below or using the provided pre-paid shipping label.
- Go to your Profile.
- Tap on Your orders.
- Tap Orders or View all in the Order center.
- Select the item you want to return, then tap on Request return or refund.
- Scroll to find the reason for your refund request, then tap Continue. (Note: These are examples of reasons for return. Not all items will have all of the options listed.)
- Choose your preferred return method listed below and submit your return.
- Free Return Shipping: Receive a pre-paid return shipping label or QR code through TikTok Shop's logistics partners (Note: This is only applicable for items under 70 lbs. and valued below $1,700).
- Self-arrange: You will pay for return shipping fees if you use your own logistics provider.
- The return request will be reviewed by the seller and/or TikTok Shop. Once approved, package the item carefully and return it in a timely manner.
- If you choose free return shipping, then a pre-paid return shipping label or a QR code will be available in your app and emailed to you. This prepaid shipping label or QR code is valid for 14 days from the date of approval.
- If you choose self-arrange as your preferred return method, then you have 14 days to upload the tracking information.
- Drop off or ship the item. Most refunds are issued within 5 to 7 business days after we receive and process your return.
Is there a time frame in which I have to return my item?
Most products can be returned in their original condition for a full refund within 30 days of receipt. After the request is accepted by the seller or TikTok Shop and the shipping label is generated, you have 14 days to drop-off your item at TikTok Shop's preferred logistics provider or upload the tracking number to our system (if using self-arranged return).
What happens if I exceed the return time period?
If your order has exceeded the return period of 30 days after your order has been delivered to you, contact TikTok Shop Customer Service to seek additional assistance as your product may be covered under the 90-Day Buyer Protection Program. TikTok Shop Customer Service will verify if the request is a product-related issue and may request additional information or images to process your return request (some exclusions may apply).
Can I get my shipping fee reimbursed?
You are responsible for the return shipping fee if you use the self-arranged method for sending returned products to the seller. You may contact our customer service team if you returned a product because it was damaged, defective, or missing for reimbursement of the return shipping fee (maximum $8) through a TikTok Shop voucher.