TikTok Shop Return Policy

We want you to be completely satisfied with your purchase. If something isn’t right, returning your item is quick and easy with TikTok Shop.


For eligible purchases, you can submit a return and refund request for any reason within 30 calendar days from the date the package is marked as "Delivered". Please review the product detail page for your item to confirm its specific return policy.


Most returns can be made using a prepaid return shipping label or QR code with one of our shipping partners (UPS, USPS, FedEx).


How to return an item on TikTok Shop

For the smoothest experience, please use the TikTok app when requesting a return, refund, or cancellation. Web does not currently support these actions.

  1. Find your order
    • Go to your TikTok Shop profile and tap "Your Orders".
  2. Select the item for return
    • Locate the order you wish to return and tap "Request Return/Refund".
    • Select the item(s) and the return reason (e.g., No longer needed, Item doesn't fit, Item defective, etc.).
  3. Get your return label
    • Follow the on-screen instructions to receive your prepaid return shipping label (PDF) or QR code.
  4. Ship the return package
    • Pack the item securely, affix the printed label, or present the QR code at the carrier (e.g., UPS, FedEx), and drop off the package at one of our 55,000 locations nationwide. (Some items can be returned without a box or label. Please review the return instructions provided to you for details.)

Refunds, Exchanges & Replacements

Where is my refund?

Please use the TikTok app to track your refund status. Navigate to the “Return/Refund Details” section of your order for real-time updates.

  • Most refunds are issued and processed within 3 to 10 business days after we receive and process your return.
  • If a refund is issued at dropoff before the seller or TikTok Shop is able to review the condition of the item, and the returned item doesn't match the condition in which it was originally shipped, then you may be recharged the original price of the item.
  • Returned items that are damaged, missing parts, not in their original condition, or show signs of use for reasons unrelated to TikTok Shop or Seller error may be subject to:
    • Restocking Fee
    • Partial Refund
    • Retrocharge

Can I get an exchange or replacement?

Using the TikTok app, eligible items may offer “Exchange” or “Replacement” options when you submit a request, instead of a standard refund.

  • Item Exchange: You may select an item exchange if the item is too big/small, you no longer need it, or the fabric/style is not as expected.
  • Item Replacement: You may select an item replacement if the item arrives damaged, defective, or not as described, or if the wrong item was sent.

Return Status & FAQ

How can I track my return status?

Please use the TikTok app to review your return progress. Navigate to Your Orders, select the order, and open Return/Refund Details to view statuses such as:

  • Awaiting Return Shipment: We are waiting for you to drop off the package.
  • Return in Transit: The carrier has your package and is sending it to the seller.
  • Return Delivered: The seller has received your returned item.
  • Refund Processing: Your refund has been approved and is being processed.
  • Completed: Your refund has been issued.

Why was my return request rejected?

A return request may be rejected for several common reasons:

  • The request was made outside the 30-day return window (or the extended holiday window).
  • The item is in a Non-Returnable Category (see below).
  • The item was used, washed, damaged, or is missing original tags or packaging.
  • The item was marked as "Final Sale".

If you disagree with the decision, you can raise an appeal request with TikTok Shop Customer Service from the order details page within the TikTok app.


How do I cancel a return request?

If you change your mind after submitting a return request, you can go back to the "Return/Refund Details" page within the TikTok app. If the seller has not yet processed your request, you should see a "Cancel" button. In most cases, orders can be cancelled within 1 hour of confirmation. For others, the seller will review your request and respond within 24 hours.


What items are not eligible for return? (Return Eligibility)

While most items are returnable, certain product types cannot be returned for "change of mind" reasons (like 'no longer needed' or 'item doesn't fit') due to safety, hygiene, or other restrictions.


These Non-Returnable Categories include, but are not limited to, please check the products detail page to confirm its policy:

  • Any food, beverages, and dietary supplements
  • Customized products
  • Pre-owned items
  • Trading cards and collectibles
  • Items marked as "Final Sale"
  • Virtual goods

Important: Even if an item is in a non-returnable category, you are still protected. If the item arrives damaged, defective, or doesn't match the description, you are still eligible for a refund or replacement.


What is the Money-Back Guarantee?

The Money-Back Guarantee offers you extended order protection. If an item arrives damaged or defective, you can raise a claim to TikTok Shop within 90 calendar days from the date the order was received, even after the standard 30-day return window has closed.