Key Points:

• Sellers must ensure product listings are accurate and that products are free from defects.
• Monitor customer feedback and ratings to proactively address quality issues.
• Follow specific packaging and labeling rules for expiration-dated and meltable products.
• If a violation occurs, you may submit compliance documentation and a Corrective Action Plan to appeal.

This policy outlines the product quality requirements sellers must follow when listing and selling products on TikTok Shop. These requirements help ensure products meet applicable quality, safety, and compliance standards.

Product Quality

Product quality refers to whether a product:

• Accurately matches its listing description, images, and specifications.
• Is free from defects, damage, or contamination.
• Meets applicable safety, compliance, and labeling requirements.
• Arrives in a usable condition that meets reasonable customer expectations.

Product quality issues typically occur when a product is misrepresented, defective, improperly stored, damaged during fulfillment, or not fit for its intended use.

Requirements for Product Quality

Sellers are responsible for ensuring the following:

• High-quality products: Products must meet high-quality standards. Verify supplier reliability and material quality before listing.
• Listing accuracy and completeness: Provide consistent, accurate information across titles, descriptions, images, and product details. The product received must match the product detail page.
• Ongoing quality monitoring: Review customer feedback and take corrective action to address issues and improve product quality.

General Product Quality Requirements

In addition to the responsibilities above, sellers must ensure that all products listed on TikTok Shop are accurately described, free from misleading information, and do not present product quality issues.

• Products listed as "New" but arriving used, opened, or containing previous user data.
• Products listed as “New” but delivered used, opened, or containing previous user data.
• Discrepancies in color, pattern, texture, size, features, or quantity between the product and its description.
  • Listings where images or descriptions imply dimensional, visual, or material effects (such as a 3D effect) that the actual product does not have.
  • Listings where rendered or AI-generated images do not accurately reflect the product’s real features or appearance.
• Products that are damaged, defective, misclassified, or misrepresented.
• Products past or close to their expiration date without giving the buyer reasonable time to use them.

Category-specific examples:

• Beauty and Personal Care: Contamination/spoilage; broken/defective components; inconsistent color, texture, or fragrance; packaging defects
• Consumables: Contamination/spoilage; issues with taste, smell, color, or appearance; foreign objects; expired products
• Home, Electronics, Office & Books: Defective or faulty parts; poor craftsmanship; surface defects; device not working; noticeable scratches; malfunction of critical components (for example, exposed wires, overheating)
• Fashion and Collectibles: Low quality fabric or defects; cracks; missing pieces; noticeable flaws affecting value (for example, significant wear, faded colors)

Temperature-Sensitive and Expiration-Dated Products

• Product Expiration Date: Products that are subject to expiration must be labeled with an expiration date as required by applicable state and/or federal laws.
  • Refer to Expiration Date Labeling and Shelf Life Requirements for more information and requirements.
• Product Shelf Life: Food items must have sufficient remaining shelf life to allow consumers reasonable time to use the product without compromising quality. The specific duration depends on the type of food, storage conditions, and product characteristics. Expiration dates must be clearly indicated on product packaging.
  • For sellers using Fulfilled by TikTok (FBT), refer to the FBT Product Packaging: Expiration Dated Products Policy for additional requirements.
• Temperature-Sensitive Products: Products that may melt or change state when exposed to high temperatures (for example, chocolate, gummies, wax products) must be packaged in a manner that preserves product quality and integrity throughout shipping.
  • For sellers using FBT, refer to the FBT Product Packaging: Meltable FBT Inventory Policy for additional requirements.

Product Inspection and Testing

TikTok Shop may conduct random inspections and testing to ensure seller compliance with TikTok Shop policies. This testing may include evaluating product quality and fulfillment processes.
Sellers are responsible for ensuring all listed products meet acceptable quality standards. Upon request, sellers must provide the necessary documents to verify the quality and integrity of their listed products.
A verification protocol may be implemented to ensure compliance with these standards. We may also conduct additional testing to confirm or verify product authenticity. The testing criteria in our policies include, but are not limited to:

• Ensuring consistency between the physical products and the descriptions on the product and order detail pages.
• Verifying product compliance with relevant standards.
• Assessing product labelling, appearance, quality, and other related factors.
• Conducting drop tests to evaluate the ability of products and their packaging to withstand transportation and handling without damage.
• Any additional criteria as reasonably determined by TikTok Shop.

Flagging of Product Quality Issues

Products may be flagged with a product quality issue as a result of the following:

• Low product ratings from buyers
• High return rates due to seller-fault reasons
• Customer complaints submitted to our customer support team

Selling products that do not meet product quality standards (such as those described above) may result in increased negative reviews. This may result in enforcement actions, which may include account suspension.

Enforcement Actions

• Deducting points from your Account Health Rating
• Removing product listings
• Revoking your access to offer products for sale
• Issuing refunds to customers
• Suspending or terminating your account

For more information on enforcement actions, refer to our Seller Enforcement Policy.

Appealing Product Quality Violations

If your product receives a Product Quality violation, you may submit an appeal.
To submit an appeal, you may be required to provide both or one of the following, depending on the violation:

• Compliance Documentation
• Corrective Action Plan

Appeals that do not include the required documentation listed in the violation will be rejected.

Required Appeal Materials

Compliance Documentation

You must provide official documentation showing that your product meets applicable quality or safety standards. Ensure that you submit documentation in PDF format.
Acceptable documents may include:
Third-Party Test Reports

• A test report issued by an accredited laboratory confirming the product passed required testing.
• Test reports should include:
  • Product name
  • Tests conducted
  • Test results
  • Date of issuance
  • Laboratory stamp or signature

Manufacturing or Quality CertificationsExamples include:

• Current Good Manufacturing Practice (cGMP) certificates for food, cosmetics, or health products
• Product Certificates of Compliance or Conformity

These documents should include:

• Product name or description
• Manufacturer or company name
• Signature or official stamp
• Issuance or expiration date (if applicable)

Children’s Product Certificates (CPC)Required for children's products sold in the United States.
These certificates should include:

• Product name(s)
• Manufacturer name and address
• Date and location of testing
• Date and location of manufacture
• Signature

Food Safety Programs (PRP)Food products may include documentation showing quality and safety programs such as sanitation procedures, equipment maintenance, or personnel training practices.
Internal Quality Control Records (Manufacturers Only)If you are the product manufacturer, you may submit internal quality inspection records. These records must clearly show:

• Product name or SKU
• Batch number or production date
• Inspection criteria
• Inspection date
• Measured test or inspection results
• Inspector name
• Signature or company stamp
• Document issue date

Records must show actual inspection results, not just checklists or generic statements.

Documentation Requirements

All 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

Your appeal must also include a Corrective Action Plan explaining how you will address the issue and prevent it from happening again. If including documentation, ensure it is in PDF format.
Your plan must include:
Root Cause AnalysisExplain what caused the product quality issue. For example, this may involve identifying problems such as:

• Defective product batches
• Supplier issues
• Packaging damage during shipment
• Inaccurate product descriptions

Corrective ActionsProvide specific steps you have taken or will take to fix the issue. Examples include:

• Updating product packaging
• Improving product testing or inspections
• Changing suppliers or manufacturers
• Adjusting storage or fulfillment processes

Generic statements such as “we will improve quality” without clear details may not be accepted.
Listing Improvements (if applicable)If the issue involves inaccurate or unclear product information, you should update your product listing. Examples include:

• Revising product descriptions
• Adding clearer product images
• Providing better usage instructions

If you have already made updates, include screenshots or evidence of the updated listing when submitting your appeal.