Managing Returns, Refunds and Replacements
02/23/2026
Summary
What are the key rules and timelines for handling returns and refunds on TikTok Shop for returnable and non-returnable products?
- Returnable products allow customers 30 days from delivery to request returns; sellers must assess returned items within 2 business days for items ≤$100 or 4 days for items >$100, or TikTok auto-approves refunds.
- Non-returnable products (e.g., perishables) cannot be returned, but sellers must approve refunds within the same timelines or face auto-approval.
How does TikTok Shop’s Returns Grading Framework work and what evidence is required for refund decisions?
- Sellers grade returned items as Original, Minor Damage/Functional, Severe Damage/Unsellable, or Wrong Item Shipped, then approve, reject, or appeal refunds accordingly.
- Supporting evidence includes up to 6 photos (JPG/PNG, max 5MB each) and optional comments to justify decisions.
What are the cost responsibilities for return shipping, refunds without return, and how can sellers reduce their costs?
- TikTok covers 50% of return shipping for select reasons (e.g., no longer needed), sellers pay the other 50%; for other reasons, sellers bear full return shipping costs.
- For platform-mandated refunds without return (≤$10 or non-returnable), sellers pay 50% if no fault, 100% if at fault; premium subsidies (~80%) may reduce seller costs based on Shop Performance Score and return rates.
What optional refund features can sellers enable to customize their return and refund policies?
- Seller-Preferred Refund Without Return lets sellers set custom refund rules overriding platform defaults, including returnless refunds for items >$10 (seller fully liable) and auto-approve refunds for non-returnable items.
- Partial refunds can be automated for eligible items ($10–$100) and reasons, or issued after return inspection based on damage severity, allowing sellers to adjust refund amounts accordingly.
How should sellers handle refund rejections, exchanges, and logistics-related issues on TikTok Shop?
- When rejecting refunds, sellers must select correct reasons and provide evidence (e.g., delivery attempts, wrong item photos).
- Exchanges must be approved within 1 business day; sellers cover replacement shipping; if unavailable, refunds are auto-issued.
- For carrier-caused issues, sellers can file insurance claims via U-PIC if shipped with TikTok Shipping labels and within 90 days.
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
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
- Issue a full refund
- Reject the request (with supporting details), or
- Appeal a speedy refund (with a reason and evidence)
- 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:- 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.
- Improve SPS by focusing on:
- 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.
- Reduce returns by:
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
Unlike platform-mandated returns, 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. The rules you set as a seller will take priority over platform rules, and can be switched off any time.When creating your rules for Seller-Preferred Refund Without Return, you can customize based on:- Product category
- Return reason
- Refund range (purchase price range)
- 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.
- 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.
Partial Refund
Sellers can use tools in Seller Center to issue partial refunds aligned with their business needs. Several solutions are currently available, as detailed below.Automate Partial Refund Rules
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
Partial Refund After Return (Based on Damage Level)
Sellers may issue a partial refund after receiving a returned item if the product is found to have damage, missing components, or quantity discrepancies upon inspection. This capability allows sellers to deduct part of the refund amount based on the severity of the product's condition.Refund Guidance- Non-sellable items: Refund deduction is possible between 10–50% of the item price, depending on the severity of damage.
Damage Level | Definition | Applicable Rejection Reasons | Sellable |
Minor Damage | Minor signs of use, missing labels or tags, but the item remains functional | Product is damaged; Product is used and not in original condition | Yes |
Severe Damage | Heavily used, missing essential components, or unsuitable for resale | Product is damaged; Product is used and not in original condition | No |
Less Quantity | Missing products or product parts | Missing products and/or product parts | Yes |
- Only allowed for returns due to buyer fault reasons.
- Does not apply to returns where a refund was triggered at drop-off.
- Refund is issued only after the returned item has been received and inspected by the seller.
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.
- Electronic products with a purchase price of $60 or less.
- All other products with a purchase price of $100 or less.
- 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.
- Electronic products between $60 and $100: 2 business days to review refund requests
- All products over $100: 4 business days to review refund requests
Carrier-Caused Logistics Issues
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).
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. |
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. |
- 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.