Key Points:

• Replacements are an option. Customers can request a replacement instead of a refund. Sellers must respond within 1 business day, or TikTok Shop will step in to auto-approve.
• Automating your return/refund settings in Seller Center can help you save time and streamline reviews.

Return and refund handling depends on the product type. TikTok Shop separates products into two categories: returnable and non-returnable.

• Non-returnable products include items that cannot be returned due to their nature (e.g., perishables like food and beverages).
• Returnable products are all other items, for which customers have 30 calendar days from delivery to request a return and refund.

Returnable Products

TikTok Shop automatically accepts return requests for returnable products. Customers have 30 days to ship the product back. If they miss the deadline, their request is closed.
Once you receive the product, assess its condition and decide whether to approve the refund:

• Within 2 business days for items not more than $100
• Within 4 business days for items over $100

If you don’t respond in time, TikTok Shop will auto-approve the refund.

Returns Grading Framework

You are required to assess the condition of returned products as part of return requests and speedy refund appeals. This process is supported by a standardized Returns Grading Framework and clearer evidence requirements for rejections and appeals.
From your Manage Return/Refund page in Seller Center, you click “Respond” or “Appeal”, depending on the case type. If you select either of the “Yes” options when asked whether you received the product, you're prompted to grade its condition using one of the following options:

• Original
• Minor damage / Functional
• Severe damage / Unsellable
• Buyer shipped the wrong item

Depending on the case type, you'll be prompted to either:

• Issue a full refund
• Reject the request (with supporting details), or
• Appeal a speedy refund (with a reason and evidence)

To support your decision, you are required to submit:

• Photos in JPG or PNG format (no videos)
• Files no larger than 5 MB
• Up to 6 images
• Optional Additional Comments field for further explanation

Return and Refund Cost Breakdown

The following details how certain return and refund costs are handled:

• Return Shipping Fees
  • For select return reasons (e.g., item no longer needed, doesn't fit), TikTok Shop covers 50% of the return shipping fee. You are responsible for the remaining 50%.
  • For all other return reasons, you are responsible for applicable return shipping costs.
• Platform-Mandated Refund without Return
  • For returnable products priced at $10 or less and non-returnable items due to their nature, TikTok Shop may approve a refund without requiring the product to be returned depending on the return reason.
  • For non-seller fault return reasons (such as no longer needed or doesn’t fit), sellers pay 50% of the refund cost and TikTok Shop covers the other 50%.
  • For seller fault return reasons (such as product quality issues or packaging damage), sellers do not receive subsidies and are responsible for the full cost. However, sellers generally do not lose money here because they previously paid for return shipping, which costs approximately $10.
• Forward Shipping Fees
  • Responsibility for forward shipping costs depends on the return reason.
  • Refer to the Forward Shipping Costs table in our policy for full details.

Premium Subsidy Eligibility

Depending on your return rate and Shop Performance Score (SPS), you may be eligible for higher subsidies that reduce your share of the total cost.
Premium Subsidy (~80%) applies automatically if:

1. SPS Score is 4 or above
   • Improve SPS by focusing on:
     • Product Satisfaction
     • Fulfillment and Logistics
     • Customer Service
   • For more information, refer to our Guide to Shop Performance Score.
2. Return Rate is below the baseline average for your category
   • Reduce returns by:
     • Providing clear product descriptions and sizing info
     • Using accurate listing images
     • Ensuring timely delivery
     • Offering responsive customer support
   • Track aftersales requests in Seller Center under Analytics > Post Purchase > Return and Refund.

Non-Buyer Fault Return and Refund Rate (NBFR) and SPS Impact

The NBFR is part of your overall SPS. Returns and refunds caused by seller- or logistics-fault will affect your SPS and may impact your eligibility for premium subsidies. This includes incorrect, inconsistent, or defective products. In addition to SPS impact, TikTok Shop reserves the right to implement additional control measures, such as adjustments to traffic or product visibility, for shops with high levels of order defects.
Refer to our Guide to Non-Buyer Fault Return & Refund Rate for more information.

Refund Features

These are optional tools sellers can enable and customize in Seller Center.

Seller-Preferred Refund Without Return

Different from the platform-mandated version, Seller-Preferred Refund Without Return allows you to set your own rules for when refunds can be issued without requiring a product to be returned. This can help you streamline operations and appeal to more customers—but it comes with some important responsibilities.
You can enable this feature in the Manage Returns tab in Seller Center. TikTok Shop will not reimburse any losses from seller-defined rules.
Two main options are available:

1. Returnless Refund (for returnable products)
   • You may allow refunds without return for products priced above TikTok Shop’s platform-mandated threshold (e.g., above $10).
   • Unlike the platform-mandated option, TikTok Shop does not subsidize these seller-initiated refunds. Sellers are fully responsible for the refund amount.
   • TikTok Shop may reject compensation claims for refunds issued under seller-defined rules to protect platform integrity.
2. Auto-Approve Refunds (for non-returnable products)
   • Commonly used for items like food, beverages, or other perishable goods.
   • These refunds are automatically approved based on the rules you set—again, without any platform subsidy.

When creating Seller-Preferred Refund Without Return rules, you can customize based on:

• Product category
• Return reason
• Refund range (purchase price range)

Once enabled, TikTok Shop will automatically issue refunds that meet your rules. If a refund is processed automatically due to your own rule settings, you cannot appeal the decision. All such settings are made at your own risk and must comply with applicable laws and regulations.

Partial Refund

You can enable automatic partial refunds in Seller Center through Preference settings. This allows customers to request a partial refund without returning the item. You set the rules and cover the refund costs based on:

• Eligible Items: Returnable categories only, priced between $10 and $100.
• Return Reasons: Wrong item, damaged/defective, missing parts, or not as described
• Refund Range:
  • Minimum: 10% or $5 (whichever is higher)
  • Maximum: 50% or $50 (whichever is lower)
• Priority: Returnless refunds take precedence over partial refunds
• Appeals: Sellers can appeal only if the refund was not due to their own rule setup

Editing Partial Refund Rules

Advanced Refund

Eligible customers can return their products via designated drop-off points. TikTok Shop will automatically approve refunds once our logistics partners process the items at these locations. The products will then be shipped back to you. If you disagree with the refund decision, you can appeal it in Seller Center.
In addition, some eligible customers may receive an advanced refund if an order fails delivery due to logistics issues and is returned to the seller. TikTok Shop reserves the right to determine advanced refund eligibility for fraud prevention purposes.

Refund for Undelivered Returns

If your Logistics Service Provider (LSP) confirms receipt of a customer's return package but fails to deliver it to you, TikTok Shop will automatically approve the refund 30 calendar days after the date of the LSP's confirmed receipt of the customer's return package.

Non-Returnable Products

Due to their nature, TikTok Shop will not allow customers to return these products. However, you must decide whether you want to approve the refund within 2 business days for items not more than $100, or 4 business days for items over $100. Otherwise, TikTok Shop will automatically approve it.

Pre-Owned, Trading Cards, and Live Plants Products

These products are also considered non-returnable and so the same rules apply. However, if your customer requests a refund because the product is damaged or defective, they are required to ship the product back to you. You must assess its condition and decide whether you want to approve the refund within 2 business days for items not more than $100, or 4 business days for items over $100.

Final Sales

Final Sale eligibility is offered to select qualified sellers. These sellers may offer final sales on products in select Fashion categories.
Final Sale products cannot be returned after the 1-hour cancellation window. They can only be returned for a refund if the product was not received, is damaged or defective, or wrong item sent. However, you must decide whether you want to approve the refund within 2 business days for items not more than $100, or 4 business days for items over $100. If you do not respond within the set timeframe, the refund request will be auto-approved.

How Does Return And Refund Work For Products That Haven't Been Delivered?

Orders That Have Yet To Be Shipped (Between "Ready To Ship" And "Transit To Ship" Status)

You must decide whether to approve your customer's refund request within 24 hours. Otherwise, TikTok Shop will automatically approve it.
If the order status becomes "Transit To Ship" before the 24 hour window passes, then the rules below for Orders In Transit apply.

Orders In Transit

The usual rules still apply if:

• The order is in transit and the Estimated Delivery Time (EDT) hasn't passed.
• Your customer receives the order within 6 days after the EDT has passed.

If an order remains undelivered for more than 6 days after the Estimated Delivery Time (EDT), TikTok Shop will automatically approve refunds for:

• Electronic products with a purchase price of $60 or less.
• All other products with a purchase price of $100 or less.

However, refunds will not be automatically approved if the delay is due to any of the following buyer-related reasons:

• The buyer rescheduled the delivery.
• The buyer requested a change of address while the order was in transit.
• The delivery attempt failed because the buyer refused the package, could not be contacted, or provided an incorrect address. No product return is required for these refunds.

For products with a higher purchase price, you will be given a period to review the refund request before it is automatically approved:

• Electronic products between $60 and $100: 2 business days to review refund requests
• All products over $100: 4 business days to review refund requests

For orders shipped via Ship by TikTok or TikTok Shipping, sellers may encounter logistics issues caused by the carrier. To address these issues, TikTok Shop offers third-party insurance through U-PIC.
Eligibility for Insurance Claims

• The order must be shipped using the TikTok Shipping label and scanned by the carrier.
• Claims must be filed within 90 days of the shipment date.
• Customer returns are not covered under this insurance. Coverage applies only to packages shipped to buyers, including those marked Return to Sender due to carrier issues (e.g., damage, loss, or item shortages).

The table below outlines scenarios where sellers using U-PIC insurance may file claims:

Scenario	Type	When can I file a claim?	Required Information
Delivered but not received	Customer confirms non-receipt of parcel.	The customer insists they did not receive the package.	Recipient affidavit required.
Lost	Lost by carrier.	The carrier confirms shipment is lost.	Claim can be filed immediately after carrier confirmation.
	Lost - Return to sender.	Package not returned to merchant within 20 business days after LSP initially received it.	The intended recipient should verify the loss (affidavit).
	Damaged package, lost items.	Package contents are missing due to damage.	File as "Shortage" claim. Recipient affidavit required.
Damage	The inner item is damaged only.	The inner item is damaged, but outer packaging is intact.	Photos of item, inner and outer packaging.
	Both inner and outer damage.	Both the inner item and outer packaging are visibly damaged.	Photos of item, inner and outer packaging.
	Logistics details show damage.	The carrier confirms the item as damaged.	Provide carrier communication.

For Fulfilled by TikTok (FBT) orders, TikTok Shop’s Customer Service team will review customer refund requests. If the request is approved due to a lost package or item damage, TikTok Shop will automatically process seller reimbursement after issuing the refund to the buyer.
The table below outlines how different refund and return reasons are handled for FBT orders:

Return and/or Refund Reason	Should you approve or reject the request?	Can you file a compensation claim with FBT? Note: Compensation is not guaranteed if the issue is determined to be non-logistics related
Package lost	Customer Service handles these requests	Automatically compensated – No need to open a claim.
Damaged item or packaging	Customer Service handles these requests	Automatically compensated – No need to open a claim.
Package or product is damaged	Customer Service handles these requests	Automatically compensated – No need to open a claim.
Shipping box damaged, but item is Ok	Seller may approve the return or Customer Service will handle these requests	Return to Seller: Yes – Open a claim ticket for the impacted order.Return to Warehouse: Automatically compensated – No need to open a claim.

If a seller believes an issue was caused by the carrier, they can file a claim by following the guidelines outlined in the How to File a Reimbursement Claim for TikTok Shipping Logistics Issues article. Sellers are responsible for providing all required supporting materials when submitting a claim.
Rejecting Refund Requests
When rejecting your customer's refund request, ensure you select the correct reason and follow the best practices below when explaining your decision:

• Delivery Attempt Failed
  • Upload photos from your logistics partner showing they tried to deliver the order but weren't able to do so. Provide instructions from your logistics partner on what your customer can do to get their order.
• Products Were Shipped In Multiple Packages
  • Provide the shipping and tracking details of the other package(s).
• Replacement Has Been Shipped
  • Provide the shipping and tracking details of the replacement (order ID, EDT, etc.).
• Product Delivery Is On Schedule
  • Use this reason if the order is already in your logistics partner's possession, making it impossible for you to stop the order's delivery.
• Reached An Agreement With The Buyer
  • Provide details of the agreement with your customer.
• The Returned Product Is Not the Product That Was Sent
  • Upload photos of the wrong products and your customer's return package.
• Missing Products and/or Product Parts
  • Upload photos of the product you received, with the missing components and/or accessories.
• Haven't Received The Package
  • Inform your customer that you're looking for the returned product and will review their refund request once you find it.
• Product Is Damaged Or Used
  • Upload photos of the use or damage to the product, and explain why this prevents you from being able to reuse it.
• Product Has Shipped. Please Wait For Tracking Updates.
  • Use this reason if the order is already in your logistics partner's possession, making it impossible for you to stop the order's delivery.
• Unable To Change Address
  • Use this reason if the order is already in your logistics partner's possession, making it impossible for you to change the delivery address.
• Buyer Is Responsible For Incorrect Address
  • Upload the delivery details from your logistics partner, proving the order was delivered to the address provided in the order.
• Item Is Correct
  • Clarify what the customer misunderstood about the product.
• Product Functions Well/Incorrect Usage By The Buyer
  • Provide clear instructions on how the product functions, and how to use it correctly.
• Reason Is Unclear/Lack Of Evidence
  • Use this reason if the customer's reason for requesting a refund is unclear.

Handling Exchanges and Replacements

If a customer requests a replacement instead of a refund, you have 1 business day to approve the request. If you do not take action, TikTok Shop will approve it on your behalf. You are responsible for covering the shipping cost of the replacement.

• If a replacement or exchange item is unavailable, TikTok Shop will automatically issue a refund.
• Each item is eligible for one exchange or replacement per original order. Customers cannot request a second exchange or replacement for the same item.
• Sellers may cancel an exchange or replacement order at any time. If canceled, the customer will automatically receive a refund for the original order amount.

Customizable Tools

You can manage return and refund settings through the Seller Center under Fulfillment Settings > Returns & Refund. For step-by-step guidance, refer to the Customizing Your Return and Refund Features article.

Automated Return and Refund Requests

You can simplify the review process for returns, refunds, and replacement requests by enabling automated approval. Set up rules to trigger automation based on product categories, return/refund reasons, or refund ranges, saving time and reducing manual effort.

Adjustable Return Window

You can choose return window options such as 14 days (for some categories), 30 days, 45 days, or 90 days. If no selection is made, the default return window will be used, which is 30 calendar days from the "Delivered" date for customer return requests.
Holiday Shopping Season NoticeDuring the holiday shopping season (Black Friday, Cyber Monday, etc.), we will apply an extended return window to most items purchased. During this period, seller-configured return windows will be temporarily overridden. Once the holiday shopping season ends, seller-configured return windows will resume and apply to new orders.

Frequently Asked Questions

How is purchase price calculated?

Purchase price refers to the amount a customer paid for a product. This can be the standard price, or a promotional or discounted price. It does not include shipping fees or taxes

Who pays for return shipping and delivery fees when a refund is approved?

• If the customer arranges the return themselves, they pay the return shipping cost
• If TikTok Shop arranges the return, the return shipping cost will be subsidized by TikTok Shop for select return reasons (e.g., the customer no longer wants the item or it doesn’t fit). In these cases, sellers are only responsible for 50% of the cost.
• If you use your own logistics partners to fulfill the order, you must refund both the purchase price and the delivery fee the customer paid

What does estimated delivery time mean?

It refers to the time frame (e.g., 2-4 days) within which your customer can expect a product to be delivered. It's displayed on every product's detail page.

How can I appeal an auto-approved return or refund request?

If your return or refund request has been auto-approved and you wish to appeal, you can initiate the process through the Seller Center. Simply click on 'Orders' > 'Manage Returns' > 'Appeal' to dispute the approval.

What is the Non-Buyer Fault Return and Refund Rate (NBFR) and why does it matter?

• NBFR measures the percentage of delivered orders in the past 60 days that led to a return or refund due to a problem caused by the seller or logistics partner, such as a damaged item or late delivery. It only includes orders that were delivered and not canceled. NBFR is part of your Shop Performance Score (SPS), so a high rate can lower your SPS and affect product visibility and eligibility for benefits, while a low rate can help improve your SPS and maintain access to SPS benefits.
• For more information, refer to our Guide to Non-Buyer Fault Return & Refund Rate.

What is TikTok Shop Balance?

• Customers can receive refunds to their TikTok Shop Balance within minutes, instead of days with standard payment methods.
• Customers can use their balance to pay for future orders either fully or partially if the balance cannot cover the entire order. The maximum balance limit is $9,999.
• TikTok Shop Balance cannot be withdrawn, transferred, or converted into cash or other monetary forms unless required by law. Purchases made with most payment methods are eligible for this refund option, except those made using Buy Now Pay Later (BNPL) methods.
• TikTok Shop Balance is automatically set as the default payment method if a balance exists in the account. Security measures, such as PIN setup, may be required for high-risk buyers.

• TikTok Shop Balance is a virtual account feature that enables faster refunds and convenient future purchases on TikTok Shop. Refunds to TikTok Shop Balance are processed after seller or TikTok Shop approval and do not affect seller costs or responsibilities.