Return Policy Page

Refund and Return Policy

1. Return/Refund

Application Subject to this Return and Refund Policy and the terms and conditions in the Terms of Service, buyers may apply for a return and/or refund from TIKTOK Shop before expiration of the warranty period set forth in the Terms of Service. TIKTOK Shop Guarantee is a service provided by TIKTOK Shop at the request of users to assist users in resolving certain conflicts that may arise during the transaction process. Users can communicate privately with each other to resolve differences or contact the relevant local authorities to help them resolve any disputes before, during, or after using TIKTOK Shop.

2. Return Application

A buyer can only apply for a refund or return in the following cases:

• The buyer does not receive the goods;

• Goods are defective and/or damaged upon delivery;

• The Seller delivers goods to the Buyer that do not meet the agreed specifications (for example, wrong size, color, etc.);

• Items delivered to Buyer differ materially from the description provided by Seller in the item listing; or

• By separate agreement with the seller, the seller must send its confirmation to TIKTOK Shop to confirm the agreement.

Buyer applications must be submitted via the TIKTOK Shop mobile app.

Please note that if requested by TIKTOK Shop, the buyer must ship the item to the location designated by TIKTOK Shop within ten (10) calendar days after making the return request.

TIKTOK Shop will decide on its own whether to approve your refund and return request. The buyer acknowledges and agrees that the decision of TIKTOK Shop is final, conclusive, and binding, and further covenants and agrees not to sue or assert any claim against TIKTOK Shop or its affiliates related to that decision.

If the buyer has filed a lawsuit against the seller, the buyer may provide TIKTOK Shop with a formal notice from the competent authority requesting that TIKTOK Shop continue to hold the purchase price until an official decision is made. TIKTOK Shop will decide on its own whether or not to continue to hold those purchases.

3. Preemptive Seller's Rights

If you are a preferred seller, you will receive a separate text notification from TIKTOK Shop informing you of your election to participate in the TIKTOK Shop preferred seller program. If you decide at any time to opt out of the TIKTOK Shop Preferred Seller Program, please notify TIKTOK Shop in writing; otherwise, you will be deemed to have elected to continue participating in the TIKTOK Shop Preferred Seller Program and to have agreed to the terms and conditions set forth in this Refunds and Returns Policy. TIKTOK Shop may suspend or remove any Preferred Seller from the TIKTOK Shop Preferred Seller Program at any time in its sole discretion.

TIKTOK Shop's decision to grant a refund or return of goods pursuant to Section 2 above shall be binding on the preferred seller concerned. The Preferred Seller agrees to comply with and take all measures necessary to fulfill the Buyer's refund or return request approved by TIKTOK Shop.

For any refund or return request approved by TIKTOK Shop, TIKTOK Shop will notify the Preferred Seller via email ("Email Notification") and arrange for the relevant return items to be sent by text to the address provided to TIKTOK Shop by the relevant Preferred Seller for fulfillment and returns procedures, provided that such address is located in the country where the relevant item is sold on the Website (the “Local Address”). If a Preferred Seller fails to provide a local address for returned Goods or does not accept delivery of returned Goods within a reasonable period of time (as determined by TIKTOK Shop), TIKTOK Shop reserves the right to dispose of such Goods in any manner it deems appropriate and the Preferred Seller shall be deemed to have waived all rights to such items. If the Preferred Seller does not receive the returned Item, the Preferred Seller must notify TIKTOK Shop within seven (7) days of receipt of the email notification (“Notification Period”). Failure to notify TIKTOK Shop within the notice period shall be conclusive evidence and result in the Preferred Seller accepting that the item has been delivered and the Preferred Seller agreeing not to raise any claim or dispute relating to any such items.

Notwithstanding the foregoing, items approved for refund or return at the sole discretion of TIKTOK Shop may not be returned to Preferred Sellers and Preferred Sellers will be deemed to have forfeited all rights to that item.

In respect of any return or refund where TIKTOK Shop receives the relevant goods and refuses them, TIKTOK Shop will organize delivery of the goods to the relevant buyer's address in accordance with Section 2 above.

If TIKTOK Shop grants any refund or return request, Preferred Sellers may appeal that decision by contacting TIKTOK Shop and providing evidence to support the claim. If TIKTOK Shop upholds the preferred seller's appeal, it will pay all or part of the purchase price to the preferred seller. The seller expressly acknowledges and agrees that TIKTOK Shop's decision is final, conclusive, and binding, and covenants and agrees not to sue or assert any claim against TIKTOK Shop or its affiliates involved in that decision.

4. Rights of Ordinary Sellers

For the purposes of this returns and refund policy, a regular seller is a seller who is not a marketplace or preferred seller.

When TIKTOK Shop receives a buyer's request for return and/or refund, TIKTOK Shop will notify the seller in writing. Sellers may respond to buyer requests following the steps provided by TIKTOK Shop in the written communication. The seller must respond within the time frame specified in the written notice (the “Specified Time”). If TIKTOK Shop does not hear from the seller within the specified time, TIKTOK Shop will assume that the seller has not responded to the buyer's application and will continue to evaluate the buyer's application without further notice to the seller. TIKTOK Shop will review each seller's response on a case-by-case basis and make an individual determination as to whether the buyer's application is likely to be successful based on the circumstances described by the seller.

5. Return Conditions

For a comfortable experience when returning an item, the Buyer must ensure that the item, including any free items such as accessories included with the item, are returned to the Seller in the same condition as received by the Buyer upon delivery. We advise buyers to take photos of the product upon receipt.

6. Responsibility

Regarding shipping costs to return the product: In the event of an unforeseen error by the seller (i.e., the product is damaged, defective, or incorrectly delivered to the buyer), the seller will be responsible for the buyer's return shipping costs. In case the buyer changes their mind, the buyer must obtain the seller's consent before requesting a return, and the buyer will bear the return shipping costs. In the event of a dispute between the buyer and seller as to which party is responsible for return shipping costs, TIKTOK Shop will solely determine which party is responsible for return shipping costs.

7. Refund

Buyers will only receive a refund once TIKTOK Shop receives confirmation from the seller that the seller has received the returned item. If TIKTOK Shop does not receive any message from the seller within the specified time, TIKTOK Shop shall have the right to refund the applicable amount to the buyer without further notice to the seller. Refunds will be made to the buyer's designated credit/debit card or bank account, whichever is applicable.

8. Communication between Buyers and Sellers

TIKTOK Shop encourages users to communicate with each other when there are transaction problems. Since TIKTOK Shop is the platform for users to make transactions, buyers should contact the seller directly to resolve any issues related to the purchased item.