[Return Refund] Can the seller reject my cancellation request? Can I submit another cancellation request?
Yes, the seller can reject your cancellation request if you requested for order cancellation after the seller has processed the order by updating the tracking number. Once the seller rejects your cancellation request, the order will proceed to ship as per normal.
If the seller rejected your cancellation request or if you withdrew the cancellation request, you cannot request for cancellation again. We suggest informing the seller on the reason of order cancellation so they will be able to cancel the order on your behalf.
However, if you request to cancel the order before the seller process the order or generate a tracking number for your order, this cancellation request will be instantly accepted which does not require seller's approval.
Once the cancellation request is approved or instantly cancelled, the refund will be initiated instantly back to you (Time needed for the refund to reflect varies according to the payment method you used to pay for this order). Click the link for more information regarding "When will I receive my refund?”
Any order that is not paid in full can be cancelled instantly as well with the paid amount being refunded to your bank account.
[Return Refund] What are the conditions for a Return Refund Request?
You can apply for a return/refund with the following reasons:
I did not receive the product(s) (e.g. missing item, parcel lost in transit)
I received incomplete product(s) (e.g. incomplete sets, incomplete parts)
I received the wrong product(s) (e.g. wrong size, wrong colour, different product)
I received product(s) with physical damage (e.g. dented, broken, and scratched)
I received faulty product(s) (e.g. malfunctioned, cannot be used)
I received counterfeit product(s)
Certain item categories are non-refundable and any Return/Refund requests made will be reviewed by Dispute Agent to determine if a refund can be made. The following items are non-returnable:
o Digital Goods & Services, e.g.:
o e-Tickets & Vouchers
o Mobile/game top-up
o Computer programs/software
o Subscription Plans (E.g. Netflix, HBO, Disney+, Hulu)
o Bill Payment
Perishable Goods: Goods that have short shelf life, spoils easily, or quality deteriorate outside their optimum temperature zone e.g.:
o Fresh Groceries
o Frozen Goods
[Return Refund] My order is completed, can I still raise return/refund request?
You can only raise a return/refund request if you have not clicked on Order Received to confirm receipt of your order.
Once you have confirmed receipt, Shopee Guarantee for your order will end and payment will be released to the seller instantly, and we will not be able to process any return/ refund request after that.
Therefore, it is important to ensure that you have received your order in good condition before you click on Order Received.
If you have any issues with your order (e.g. did not receive, wrong, incomplete, damaged, malfunctioned product, invalid warranty, etc.) after clicking on Order Received:
Reach out to the seller directly via bibiz Chat to discuss how the issue can be resolved.
Any seller's guarantee / warranty should be requested directly by chatting with the relevant seller. Do align with the sellers on relevant return shipping fee claims etc.
If the seller fails to respond after 48 hours, contact our Customer Service team through email.
This process should be done within 14 days of receiving the order.
We advise all buyers to check your parcel before clicking on "Order Received" as the payment will be released to the seller instantly and we will not be able to process any return or refund request after that.