Handling Exchange and Replacements

08/04/2025

Applies to:United Kingdom

What is Exchange and Replacement?

Exchange: Allows buyers to swap an item for a different variation (size or colour) of the same product, provided the price remains unchanged
Replacement: Allows buyers to receive a replacement for the damaged or defective item they originally purchased

Important: Sellers are automatically opted in to offer Exchanges and Replacements.

The availability of these options depends on specific conditions, product types, and return reasons:

Conditions: Only one exchange per item. The price of the exchanged item must remain the same as the original
Eligible Return Reasons: Item is too big, too small, doesn't suit me, or incorrect size ordered
Applicable Product Categories: Fashion, Baby Clothing, and Sports Footwear
Exclusions: Pre-owned items due to their unique condition or usage

Conditions: Only one replacement is allowed per original item. Replacement requests cannot be made for items that have already been replaced
Eligible Return Reasons: Damaged, defective, missing parts or incorrect item received
Exclusions: Trading cards, collectibles, pre-owned items, automotive & motorcycle products, items under £10

🚨How to disable? To opt out of Exchange and Replacement for returnable products, toggle off "Allow Exchange" in the "Exchange Service" section under Fulfilment Settings.

Replacement is the only available option for Non-Returnable Products:

Conditions: Only one replacement is allowed per original item. Replacement requests cannot be made for items that have already been replaced
Eligible Return Reasons: Damaged, defective, missing parts or incorrect item received
Exclusions: Trading cards, collectibles, pre-owned items, automotive & motorcycle products, items under £10, or orders processed through "Fulfillment by TikTok Shop" (FBT)

🚨How to disable? To opt out of offering replacements for non-returnable products, toggle off "Allow Replacements" in the 'Replacement Settings' section under Fulfilment Settings

Scenario	Returnable Products	Non-Returnable Products
Buyer initiates a request	The system checks stock availability before offering the exchange/replacement option Once selected, the buyer has 14 calendar days to return the original item. If not returned within this period, the request will be automatically closed	The system checks stock availability before offering the replacement option Buyers are not required to return the original item.
Sellers review the requests in Seller Center	Exchange and Replacement requests are automatically approved by the system Both Exchange and Replacement requests are displayed as 'Exchange' under the "Exchange Item" filter in the "Awaiting Action" tab on the Manage Return/Refund page	Seller needs to review and approve the request in Manage Return/Refund Replacement Approval Automation: Sellers can set up replacement auto-approvals by toggling on "Allow Replacement" in "Replacement Settings" under Fulfilment Settings
Sellers ship the exchange or replacement item	Once the buyer drops off the item and the return label is scanned, the seller’s stock will be locked, and a £0 exchange order will be created You must ship the exchange/replacement item within two (2) business days. If not, TikTok Shop will issue a refund to the buyer. To learn more about order fulfillment timelines, visit Best Practice for Order Fulfilment

You can raise an appeal

Scenario	Types	Cost Owner
Return shipping of the original item	*Exchange	TikTok Shop
Return shipping of the original item	**Replacement	Seller
Shipping of the exchanged item	Exchange & *Replacement	Seller

*Eligible return reasons for exchange: Item is too big, too small, doesn't suit me, or incorrect size ordered

**Eligible return reasons for replacement: Damaged, defective, missing parts or incorrect item received