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 applies to all sellers and their products on TikTok Shop. It outlines the product quality requirements they must follow to 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 are listed as "New" but arrive 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.
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.
Temperature-Sensitive Products: Products that may melt or change state when exposed to high temperatures, such as chocolate, gummies, or wax products, are considered temperature-sensitive. These products must be packaged in a manner that preserves their quality and integrity throughout shipping.
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 increasednegative reviews. This may result in enforcement actions, which may include account suspension.
Enforcement Actions
We regularly review shops for compliance with our policies. If violations are identified, we may take enforcement actions on your shop. The severity of the action depends on the type of violation; for example, minor issues may result in product removal, while severe or repeated violations can lead to account suspension. Potential actions include, but are not limited to:
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 1 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 (Stock Keeping Unit)
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.
