1. Overview

• This TikTok Shop UK Customer Order Cancellation, Return and Refund Policy (hereafter referred to as "this Policy") covers TikTok Shop's policies on aftersale processes for TikTok Shop transactions, including order cancellation, return of items and refunds.
• This Policy applies to Sellers only.
• All references to TikTok Shop in this Policy are a reference to TikTok Shop UK.
• This Policy is not exhaustive, and Sellers are solely responsible for ensuring they comply with all applicable laws and regulations, all TikTok Shop UK Policies, the TikTok Shop UK Seller Terms of Service, the TikTok Shop UK Terms of Use, the TikTok Shop UK Seller Terms of Sale, and the TikTok Community Guidelines. Sellers may wish to seek independent legal advice if they have questions about the laws and regulations concerning their practices.
• Our TikTok Shop policies are updated periodically. We will generally notify you in advance of any changes to this Policy. Please see the TikTok Shop UK Seller Terms of Service for details of how we may make changes to our terms and policies. Sellers are responsible for checking this page regularly to ensure they comply with our Policy.
• TikTok Shop reserves the right to take enforcement action as set out in the TikTok Shop UK Seller Performance Evaluation Policy and TikTok Shop UK Seller Terms of Service against Sellers who breach this Policy.

2. Definitions

• Buyer Messages Feature refers to the dedicated TikTok Shop messaging system in the Seller Center through which Customers and Sellers can communicate. This is also known as the Customer Service Chat feature.
• Carrier refers to a logistics service provider.
• Change of Mind Return refers to a return made by a Customer because they have changed their mind about the purchase. Only certain products are eligible for this type of return (as set out in Section 6.3.2 of this Policy).
• Customer refers to an individual who has purchased a product from a Seller on TikTok Shop.
• Package refers to the parcel containing the Customer's TikTok Shop order.
• Product Issue refers to an issue with a product caused by the product's non-compliance with the contract of sale.
• Returnless Refund refers to a scenario where a Seller accepts a Customer's refund request without requiring them to return the relevant product. The two types of Returnless Refund are as follows, the availability of which depends on the value of the product being returned:
  • Automatic Returnless Refund; or
  • Seller-managed Returnless Refund.
• Seller refers to a third-party trader on TikTok Shop.
• Shipping Type refers to the method by which a TikTok Shop order is delivered to a TikTok Shop Customer.
• Shipped via Platform refers to a Shipping Type where Sellers use TikTok Shop's logistics services to fulfil orders, when available.
• Shipped by Seller refers to a Shipping Type where Sellers choose their own logistics service to fulfil orders. This option is only available to selected Sellers.
• TikTok Shop UK Terms and Policies refers to all TikTok Shop UK Policies, the TikTok Shop UK Seller Terms of Service, the TikTok Shop UK Seller Terms of Sale, the TikTok Shop UK Terms of Use, the TikTok Shop UK Seller Terms of Service, and the TikTok Community Guidelines.
• Working Day refers to any day from Monday to Friday, excluding national public holidays.

3. Seller's Own Policies

• Sellers may, in addition to this Policy, make available to Customers their own cancellation, return and refund policies. Such policies must comply with all applicable laws and regulations, in particular any applicable consumer laws, as well as our TikTok Shop EU Terms and Policies.
• All cancellation, return and refund policies created by a Seller and made available to Customers must be at least as favourable to Customers as this Policy, the TikTok Shop UK Seller Terms of Sale and the TikTok Shop UK Cancellation and Returns Policy for Customers.
• All conditions and terms of the Seller's own cancellation, return and refund policy must be clearly displayed on the product detail page of a product listing and must be visible to Customers before they place a TikTok Shop order.

4. Customer Legal Rights

4.1 Cancellations, returns, refunds and other remedies

• Customers have certain rights to cancel orders, return products, receive refunds, and/or exercise remedies. These rights apply once an order has been confirmed by the Seller and continue to apply after the Customer has received their order, as described further below.
• The process for dealing with cancellations, refunds and returns depends on the Shipping Type used by Sellers.
• Section 5 of this Policy applies to orders which have not yet had their order status in the Seller Center updated to "To Ship - Awaiting Collection".
• Section 6 of this Policy applies to orders which have had their order status in the Seller Center updated to "To Ship - Awaiting Collection" or "Shipped".

5. Cancellation

5.1 General Principles

• The general principles for cancellation of a TikTok Shop order that has not had the Seller Center order status updated to "To Ship - Awaiting Collection" are as follows:
  • Once payment is made, Customers can cancel an order before the Seller Center order status is updated to "To Ship - Awaiting Collection".
  • Sellers and Customers can communicate with each other before a cancellation, in line with the TikTok Shop UK Customer Service Policy for Sellers. If the Seller believes that the Customer is abusing the cancellation process, they can escalate in the Seller Center.
  • If an order is cancelled before the order status is updated to "To Ship - Awaiting Collection", the Customer will be refunded the amount they paid for the product.

5.2 Cancellation by The Customer

• A Customer's request for cancellation of a TikTok Shop order will be processed automatically for:
  • Shipped via Platform orders;
  • Shipped By Seller orders, where the cancellation request was made within 1 hour of the Customer placing the order; and
  • Shipped By Seller orders, where the cancellation request was made more than 1 Working Day after the late dispatch deadline.
• For Shipped By Seller orders, where the cancellation request was not made within 1 hour of the Customer placing the order, requests for cancellations must be processed by Sellers. In this scenario:
  • Sellers must respond to cancellation requests within 1 Working Day. If they fail to do so, the cancellation request will be automatically processed; and
  • Sellers must not refuse or fail to process cancellation requests in a way that violates a Customer's legal rights.

5.3 Cancellation by The Seller

• For order cancellations requested by Sellers prior to the Seller Center order status being updated to "To Ship - Awaiting Collection", the following applies:
  • Sellers may only cancel TikTok Shop orders in accordance with our TikTok Shop UK Seller Terms of Service.
  • Before a Seller cancels an order due to: (i) failure by the Customer to make any due payment; or (ii) the Customer not providing the Seller with information that is necessary to ship the order, the Seller must first notify the Customer and provide them with a reasonable opportunity to make payment or provide the necessary information (as applicable).
  • If a product becomes unavailable due to unforeseen stock damage, the Seller must promptly notify the Customer and provide the Customer with the option to cancel the order, or accept an alternative delivery date.
  • Sellers may only fulfil an order later than the estimated delivery date if the Customer expressly consents to a defined extended period for expected delivery.
  • Notice of all cancellations must be provided promptly to the Customer via in-app notifications and via e-mail. All notices must be in the Customer's local language and must clearly explain the reason why their order was cancelled.
  • Sellers must not request that a Customer cancels their order due to the Seller's stock deficiencies or issues.
  • Sellers should be aware that cancelling an order may lead to negative feedback from Customers.
• TikTok Shop may investigate a Seller and take enforcement action in the following circumstances:
  • Detection of a high frequency of order cancellations;
  • TikTok Shop's suspicion of any violation by the Seller of our TikTok Shop UK Terms and Policies; or
  • TikTok Shop's suspicion of any fraudulent behaviour by the Seller.

5.4 Cancellation by TikTok Shop

• Notwithstanding that TikTok Shop is not a party to the contract for sale of products sold on TikTok Shop, Sellers agree that TikTok Shop may cancel an order in accordance with the TikTok Shop UK Terms and Policies.

6. Returns, Refunds and Remedies After Shipping

• This section applies to orders which have had their status in the Seller Center updated to "To Ship - Awaiting Collection" or "Shipped".

6.1 Returns, and Refunds and Other Aftersale Remedies

• Customers may raise a return or refund request via TikTok Shop after the status of their order is updated to "To Ship - Awaiting Collection".
• For up to and including 30 calendar days from the date the product is delivered, Customers may raise a return or refund request via TikTok Shop.
• After 30 calendar days from the date the product is delivered, the Customer may submit a complaint to the Seller. The Customer may also request support by clicking on the relevant order in the app.
• A Customer may be entitled to additional legal remedies if they have received a product with Product Issues. It is the Seller’s responsibility to honour such rights in accordance with applicable law and regulations.

6.2 Handling Returns and Refunds

• If a Customer files a return request, Sellers must follow the requirements below.
• Unless stated otherwise, the requirements in this section apply to both Change of Mind Returns and refunds for Product Issues.

6.2.1 Refund/Return Requests

• When a return request is raised by a Customer, and it falls within the automatic approval rules, the Customer will immediately be able to ship the product back to the Seller.
• TikTok Shop will automatically approve all customer return requests, except for the return requests relating to the following products :
  • Personalised products or products that are made to your specification (such as tailor-made clothing, monogrammed products, etc); and
  • Products which may deteriorate or expire rapidly and therefore are not suitable for return (such as flowers or food).
• The Seller must respond to the Customer's return request within 2 Working Days after the Customer has submitted the request, if the return request has not automatically been approved.
• The approval of a return request does not result in the automatic approval of a Customer's refund.
• Refunds for return requests will not be processed until the customer provides proof of the return, or when the Seller receives the product (whichever is earlier), unless the product is eligible for a Returnless Refund from TikTok Shop or the Seller.
• TikTok Shop reserves the right to automatically process all Customer return/refund requests, except where the product is not eligible for a return.
• If a product is not eligible for a return, Sellers must manually review all Customer return/refund requests within 2 Working Days of submission by the Customer. If a Seller does not approve or reject the request promptly, the request will be automatically processed by TikTok Shop.
• Sellers must not reject Customer requests without justification or where a Customer has a legal right to a refund/return.

6.2.2 Return Basic Principles

• Once a Customer's return shipment tracking information is available, the Seller does not need to confirm that they have received the return shipment information via the Seller Center.
• If the Seller takes no action in the Seller Center 2 calendar days after:
  • the return has been received according to the shipment tracking information; or
  • the Customer has been able to provide evidence that the product has been returned,

• If the return is not delivered back to the Seller within 14 calendar days after the Customer's return shipment information becomes available, and TikTok Shop has approved a customer refund, Sellers can raise a compensation request with TikTok Shop via the 'Help Center' page of the Seller Center.
• Unless agreed otherwise with a Customer, all refunds must be made to the same payment method used by the Customer to place the order.

6.2.3 Shipping Costs of Product Returns

• If a Product Issue is the cause of the Customer refund/return request, Sellers must bear the cost of the return shipping.
• If the Carrier is the cause of the refund/return request (e.g. If the is Package damaged in transit), Sellers should follow the process set out in Section 6.5 of this Policy.
• For Change of Mind Returns, the cost of return shipping is shared between TikTok Shop and the Seller, with the respective cost-sharing terms set out in the Seller Center. Depending on return rate and Shop Performance Score (SPS), sellers may be eligible for higher rebates that reduce the share of the total cost.

6.2.4 Customer Drop-off Returns

• Customers can return products at TikTok Shop's designated drop-off points, unless they are considered heavy or bulky products. TikTok Shop will assess and may approve the refund request after Customers drop off their products at a designated drop-off point.
• The Seller does not then need to approve the refund request after receiving the returned product.
• Sellers can contact TikTok Shop via the Seller Center if there are issues with the returned item's condition.

6.2.5 Returnless Refunds

• The following general principles apply to Seller-managed Returnless Refunds:
  • Sellers are solely responsible for all Seller-managed Returnless Refunds, including setting the rules for when a Seller-managed Returnless Refund is available, and paying refunds to Customers. Sellers are solely responsible for any errors or mistakes in relation to Seller-managed Returnless Refunds.
  • A Sellers' use of the Seller-managed Returnless Refund feature is entirely at their own risk and the feature must only be used in accordance with all applicable laws and regulations.
  • Any cost incurred as a result of a Seller-managed Returnless Refund will be fully borne by the Seller and not covered in any way by TikTok Shop.
  • Sellers can allow Returnless Refunds by selecting the "Auto-handle resolutions" button under the "Manage Returns Tab" in the Seller Center.
  • Sellers can select their preferred options for 'Product Category', 'Return Reason' or 'Refund Range' when setting their rules for Seller-managed Returnless Refunds. Sellers can set multiple rules to cover different types of return/refund requests.
  • When a Customer's return/refund request complies with the Returnless Refund rules set by the Seller, it will trigger a Returnless Refund for the relevant product.
• If a product recall is issued for a product for which a Returnless Refund was approved, Sellers may be required to comply with the relevant provisions included in any Product Recall Notice

6.3 Customers' Change of Mind Return and Refund

6.3.1 General Principles for Change of Mind Returns

• The following general principles apply to Change of Mind Returns:
  • Customers are allowed to initiate a Change of Mind Return from the moment they receive their order confirmation.
  • TikTok Shop will not automatically issue refunds for Change of Mind Returns. Customers must ship the product back to the Seller and/or provide proof that the return has been dispatched to the Seller in order to receive a refund, unless the product is eligible for a Returnless Refund.
  • If the Package is lost or damaged after a Change of Mind Return has been initiated and before the Customer has received their order, the Customer's Change of Mind Return request will automatically be cancelled and the Seller will not need to review it. TikTok Shop will refund the Customer if Shipped via Platform was used and the Seller will refund the Customer if Shipped by Seller was used, once the Carrier has marked the Package as lost or damaged.
  • If the order status is "Delivered", the Customer has 30 calendar days from the time they received the order to initiate a Change of Mind Return. The Seller can provide a longer window for a Change of Mind return if they wish.

6.3.2 Eligible Products for Change of Mind Refunds

• All products sold on TikTok Shop are eligible for a Change of Mind Return, except for the following products:
  • Personalised products or products that are made to your specification (such as tailor-made clothing, monogrammed products, etc);
  • Sealed products which are not suitable for return due to health protection or hygiene reasons because the seal has been broken (for example cosmetics, earrings, personal health care products, baby products, feminine hygiene products, intimate apparel such as underwear and swimwear);
  • Products which, after delivery, become inseparably mixed (due to their nature) with other products (for example, if one beauty product is mixed with another or if the remote control of a TV set);
  • Audio, video or computer software products where the seal has been broken;
  • Products which may deteriorate or expire rapidly and therefore are not suitable for return (such as flowers or food); and
  • Newspapers, journals and magazines.
  • Trading cards.
  • Items for which the price is dependent on fluctuations in the financial market which cannot be controlled by the Seller and which may occur within the 14 day cancellation period (including, for example, bullion products for which the price fluctuates with precious metals markets).
• Where a product is not eligible for a Change of Mind Return, any decision to issue a refund is at the Seller's discretion, except when the product is eligible for a Returnless Refund.

6.3.3 Refunds for Change of Mind Returns

• For Change of Mind Returns, the Seller must refund the Customer the original product price that the Customer paid for the product. Customers must not be required to pay any fees for a Change of Mind Return.
• If the value of the product is reduced as a result of any handling by the Customer beyond what is necessary to establish the nature, characteristics and functioning of the product, the Seller may deduct an amount (equal to the reduction in value) from the refund, up to the full purchase price of the product.
• Depending on when the Customer initiates the order cancellation, return or refund request, the Seller may also need to refund the Customer the amount the Customer paid for shipping the product, as follows:
  • If the request was initiated within 14 days of delivery of the product, the Seller must refund the Customer the shipping costs unless the Customer opted for a delivery option that was more expensive than the standard delivery option. In such a situation, the Seller is only required to refund the Customer the cost of standard delivery.
  • If the request was initiated 15 days or later after delivery of the product, the Seller does not need to refund the shipping costs to the Customer.

6.4 Product Issues

• A Customer can submit a return and/or refund request if a product suffers Product Issues.
• If the Customer has a valid complaint under applicable consumer law, the Seller must approve the Customer's request to return the defective product and at the Customer's choice either:
  • Refund the price paid for the product (including any delivery costs); or
  • Replace (free of charge) the defective product with a new product of equivalent or better functionality or specification.
• Sellers cannot charge Customers for the costs of returning products that suffer Product Issues.

6.4.1 Inconsistent or Incorrect Products

• Customers can raise a return and/or refund request for products they receive that are physically different to what the Customer ordered. Customers may be required to attach supporting materials when submitting such requests.
• Products that will be considered physically different include but are not limited to the following:
  • Products that are not as described in the Seller's product listing;
  • Products that are counterfeit; and
  • Products of the wrong specification, such as the wrong color, shape, technical features and brand.
• If the Customer has a valid complaint under applicable consumer law, the Seller must approve the Customer's request to return the inconsistent or incorrect product and comply with the Customer's choice.

6.4.2 Defective Products

• Customers can raise a return and/or refund request for products that are damaged, faulty or defective upon delivery. Customers may be required to attach supporting materials when submitting such requests.
• Products that will be considered defective include but are not limited to the following:
  • Products that are damaged or broken;
  • Products that are not of satisfactory quality or performance (including due to faulty design or product safety concerns);
  • Products that are not fit for the purpose for which they were sold to the Customer; and
  • Any other Product Issues that negatively affect the Customer's product use, safety, or security.
• In the case of further escalation by the Customer, the Customer may request that TikTok Shop adjudicates an aftersale dispute, as outlined in the TikTok Shop UK Aftersale Dispute Escalation Policy.
• Where a dispute arises regarding a return request caused by a defective product, it is the Seller's responsibility to:
  • Prepare and submit any relevant supporting documents to demonstrate the product's compliance with the sales contract; and
  • Prepare and submit all required proof of the product meeting safety/compliance standards, including but not limited to product authenticity documents and conditions of shipping.
• If the Customer has a valid complaint under applicable consumer law, the Seller must approve the Customer's request to return the defective product and comply with the Customer's choice.

6.5 Logistics Issues

• For Shipped via Platform Shipping Types, TikTok Shop Customer Service will endeavour to resolve aftersales requests received from Customers relating to order fulfilment on behalf of Sellers. Customer requests relating to logistics issues may include: lost, tampered, misrouted, delayed or damaged Packages.

6.5.1 Handling of Logistics Issues for Shipped by Seller

• In case of Shipped by Seller, the Seller must follow our TikTok Shop UK Customer Order Shipping Policy and arrange the timely shipment of an order.
• At a minimum, where the Customer has a valid complaint under applicable law in relation to the delivery of their order, the Seller shall at the Customer's choice either:
  • Refund the Customer (including any delivery costs); or
  • Ship a replacement product to the Customer at the Seller's cost.
• If a Seller believes the Customer is abusing the return and/or refund request processes on TikTok Shop, they can escalate in the Seller Center.

6.5.2 Carrier-caused Logistics Issues for Shipped via Platfom

• There may be situations where logistics issues are caused by the Carrier. If the Seller believes that this is the case, they can begin a claim against the Carrier by escalating in the Seller Center. TikTok Shop will investigate and review whether the claim should be approved. It is the Seller's responsibility to provide any required supporting materials.
• If the Seller's claim is approved, they will receive any compensation they are entitled to within 5 Working Days (notwithstanding any exceptional circumstances).

6.6 Delayed Delivery

• An order is considered to be delayed 48 hours after the estimated delivery date.
• If the order continues to be undelivered after 96 hours, TikTok Shop may automatically approve refund requests for buyers.
  • For 'Shipped by Seller' shipping type: sellers will bear the cost of refunds.
  • For 'Shipped by TikTok' shipping type: sellers will bear the cost of the refund unless the package was dispatched by the Seller to TikTok on time, in this case, TikTok will automatically reimburse the seller. Sellers do not need to appeal in order to receive reimbursement.
  • For FBT shipping type: Sellers will bear the cost of the refund initially, and TikTok will automatically reimburse the seller. Sellers do not need to appeal in order to receive reimbursement.
• Investigations may be required to determine if and when an order will be received, and to determine who is responsible for a refund where applicable.
• If an investigation is required regarding delayed delivery, Sellers may be required to submit the following to TikTok Shop:
  • Evidence that the Package had been handed over to the correct Carrier.
  • Details of the Carrier and shipment, such as the dispatch date, time, and location.
  • Details about the product, such as the quantity, condition when packaged, and any attached Package seals.
• TikTok Shop reserves the right to request any additional documentation from the Seller that TikTok Shop deems relevant to support its investigations. However, for Shipped via Platform, Sellers may not be required to provide evidence and TikTok Shop may contact Carriers on behalf of Sellers.

7. Customer Disputes

• TikTok Shop encourages Sellers to handle all aftersale issues and to communicate with Customers quickly and appropriately, in accordance with the TikTok Shop UK Customer Service Policy for Sellers.
• Customers that are not satisfied with a decision made by a Seller may seek TikTok Shop's assistance to arbitrate the matter in line with the TikTok Shop UK Aftersale Dispute Escalation Policy. More information on the TikTok Shop aftersales dispute handling processes can be found in the TikTok Shop UK Aftersale Dispute Escalation Policy.

8. Privacy

• For more information about how TikTok Shop processes and shares your information, including for the purposes of enforcing this Policy, please see the TikTok Partner Privacy Policy.