Key Points:

• TikTok Shop may respond to safety complaints or incidents. This helps keep customers safe from possible harm. In some cases, this may include suspending product listings.
• Sellers may be required to submit documentation demonstrating that products meet applicable safety standards. Submit requested materials promptly to avoid additional enforcement actions.

This policy outlines the requirements for product safety, handling safety complaints, and submitting materials related to product safety enforcement actions and appeals on TikTok Shop.

Product Safety And Compliance

Sellers and their products must comply with all applicable product safety laws and regulations. This is in accordance with our Seller Terms of Service.
Sellers must ensure that:

• Products are safe for their intended use
• Products are regularly reviewed and audited to confirm compliance with applicable regulatory and industry safety standards
• Safety concerns raised through customer reviews or other channels are promptly addressed

Product Safety Issues

If we receive safety complaints or reports, TikTok Shop may:

• Review the product listing and related content.
• Temporarily or permanently suspend the listing to prevent further risk. If this happens, sellers will be notified in Seller Center with next steps to reinstate the product.
• Request additional information or documentation, including materials that show product safety or explain how the issue will be fixed.
• Report safety concerns to relevant government agencies.

Seller's Duty To Provide Information

Sellers must respond promptly to requests for product information. This may require contacting the manufacturer, supplier, or importer to obtain documents. Failure to provide the requested information on time may result in enforcement actions. Sellers may also be required to provide information describing how the issue was addressed and what measures were implemented to help prevent similar issues in the future.

Enforcement Actions

We regularly review shops for compliance with our policies. If violations are identified, enforcement actions may be applied. This may include, but is not limited to:

• Deducting points the seller’s Account Health Rating
• Removing product listings
• Revoking access to offer products for sale
• Issuing refunds to customers

For more information on enforcement actions, refer to our Seller Enforcement Policy. If a product receives a safety enforcement action, refer to the appeal guidance below for information about required supporting materials.

Appealing Safety Enforcement

If a product receives a safety enforcement action, an appeal may be submitted.
Depending on the nature of the safety concern, one or both of the following may be required:

• Proof of Safety
• Corrective Action Plan

TikTok Shop will review the submission and may request additional information. Appeals that do not include sufficient supporting information relevant to the safety concern may not be approved.

Required Appeal Materials

Proof of Safety

Official documentation demonstrating that the product meets applicable safety and compliance standards must be provided.
Acceptable documents may include:
Third-Party Test ReportsA test report issued by an accredited laboratory confirming that the product passed required testing against recognized safety standards, such as UL, IEC, or equivalent standards, where applicable.
Test reports must include:

• Product name
• Tests conducted
• Test results
• Date of issuance
• Laboratory stamp or signature

Certificates and Compliance DocumentationOfficial certificates or declarations demonstrating that the product, manufacturing process, or applicable testing meets relevant legal or regulatory requirements.
Examples include:

• Current Good Manufacturing Practice (cGMP): Required for food, cosmetics, or health products
• Children’s Product Certificates (CPC): Required for children's products sold in the United States
• Product Certificates of Compliance or Conformity: A certificate or declaration showing that the product complies with applicable legal, regulatory, or recognized standard requirements for the market where it is sold
• Category-Specific Regulatory Documentation: Required for certain product categories, such as FCC, EPA, or FDA-related approvals or registrations

These documents must include:

• Product name or description
• Manufacturer, supplier, or company name
• Issuing entity
• Signature, official stamp, or other issuer authentication
• Issuance date and expiration date, if applicable
• Reference to the applicable law, regulation, standard, or certification scheme

Documentation RequirementsAll submitted documentation must:

• Be official, accurate, and legible
• Include signatures, stamps, or identifying information
• Clearly match the product in the violation
• Be valid and not expired

Do not submit documents that are altered, obscured, redacted, or modified.

Corrective Action Plan

Appeals must include a corrective action or remediation plan explaining how the issue has been addressed, or will be addressed, and what measures will help prevent similar issues in the future.
The plan must include:
Root Cause AnalysisExplain what caused the product safety issue. For example, this may involve identifying problems such as:

• Product design defect
• Manufacturing or quality control failure
• Incorrect or missing labeling or packaging
• Storage, handling, or fulfillment issue
• Missing or inadequate safe-use instructions and warnings in product descriptions

Corrective ActionsSpecific steps taken, or planned, to address the safety issue. Examples include:

• Removing or correcting affected inventory
• Improving product testing, inspections, or quality controls
• Updating product labeling or packaging
• Changing suppliers or manufacturers
• Adjusting storage or fulfillment processes
• Adding applicable safe-use instructions and warnings in product descriptions

Generic statements such as "we will improve product safety" without clear details will not be accepted.