What are Non-returnable Categories?

All products on TikTok Shop are eligible for a Change of Mind return, except for the following:

• Personalised or made-to-order items
• Sealed products that cannot be returned once opened, due to hygiene or health protection reasons (e.g. cosmetics, baby products, intimate apparel)
• Products that become inseparably mixed after delivery
• Audio, video, or software products where the seal has been broken
• Perishable or rapidly expiring goods (e.g. food, flowers)
• Newspapers, journals, and magazines
• Opened or live trading cards

These products cannot be returned or exchanged on TikTok Shop. In certain cases, refunds may still be issued in line with TikTok Shop policies.

Examples of Non-Returnable Items (not exhaustive):

• Cakes & pies
• Fresh, chilled, or frozen food (e.g. meat, seafood, dairy, ice cream, mushrooms)
• Bread, sandwiches & wraps, eggs
• Perishable fruits & vegetables
• Opened or live trading cards

Newly Returnable Categories

From 16 June 2025, the following categories will be eligible for return if sealed and unused, due to their shelf-stable nature and low hygiene risk:
Food, Drink & Supplements

• Vitamins, minerals, wellness & fitness supplements
• Weight management products
• Candy, chocolate, crisps, snacks, bars, biscuits
• Canned, jarred & packaged foods, sauces, noodles, rice, popcorn
• Tea, coffee, hydration powders, instant hotpot, pickles, jams, spices
• Pasta, flour, sugar, salt, baking goods, flavourings, and sweeteners
• Shelf-stable drinks: smoothies, fizzy drinks, UHT milk, juice, water, non-dairy milk

Pet Products

• Dry dog and cat food, treats

Valid Return Reasons

Returns for the items listed above are accepted only if they are sealed and unused, and if the reason selected falls into one of the following categories:

• Change of mind (e.g. no longer needed, didn’t suit me, size or style issues)
• Product issue (e.g. defective, damaged, missing parts, not as described, or wrong item received)

📌 If the product has been opened or used, or if the issue falls outside these categories, it may not be eligible for return.

Invalid Return Reasons

Products cannot be returned if:

• The item has been opened or damaged
• The selected return reason relates to a non-returnable scenario, such as:
  • Package wasn't received
  • Cancelled due to safety or risk concerns
  • Package lost in transit
  • Suspected counterfeit
  • Package didn't arrive on time

📌 These scenarios may be handled through other resolution pathways if appropriate, but do not involve item returns.

How to Set Up Returnless Refunds in Seller Center?

Sellers can refund certain low-cost, hygiene-sensitive, or hard-to-resell products without requiring the item to be returned.
To set this up, go to:
Seller Center → Order → Fulfillment setting → Returns and refunds📍Learn more: Creating Rules for Returnless Refunds📘 See full policy: TikTok Shop UK Customer Order Cancellation, Return and Refund Policy