How to Apply for a Return and Refund on Shopee in 3 Easy Steps

If your Shopee purchase leaves you dissatisfied, fret not. Within the Shopee Guarantee Period—from payment to order confirmation—you can seek a return and refund.

In this guide, we’ll outline a straightforward, three-step process for initiating a return and refund on Shopee. We’ll also clarify the various reasons warranting such requests and offer guidance on next steps if your request receives approval or denial.

Step 1: Check if your item is eligible for return or refund

Before proceeding with a return or refund request, it’s crucial to confirm your item’s eligibility. Here are scenarios in which you can initiate such requests:

  1. Non-Receipt: You haven’t received your order.
  2. Defective/Damaged Item: The received item is faulty or damaged.
  3. Incomplete Item: The received item lacks quantity or accessories.
  4. Incorrect Item/Variation: The seller shipped the wrong item or variation.
  5. Discrepancy from Description: The received item differs from the description/specification.
  6. Counterfeit Product: The received item is counterfeit (applicable to Shopee Mall and preferred sellers).
  7. Physical Damage: The received item exhibits physical damage (e.g., dents, scratches, breakage).
  8. Faulty Item: The received item is faulty or malfunctions.
  9. Private Agreement: You’ve reached a return/refund agreement with the seller.
  10. Change of Mind: You’ve reconsidered your purchase (applicable to select categories/sellers).
  11. Expired Item: The received item is past its expiration date.
  12. Empty/Suspicious Parcel: The parcel received is empty or appears suspicious.

You can check the list of non-returnable products here.

Step 2: Submit your return or refund request via the Shopee app

If your item qualifies for return or refund, follow these steps within the Shopee app:

  1. Navigate to “Me” > “My Purchases” > “To Receive/Received.”
  2. Tap on the relevant order and access “Order Details.”
  3. At the bottom of the screen, select “Return/Refund.”
  4. Choose the specific item(s) you wish to return or seek a refund for.
  5. Indicate the reason for your request and provide additional details (e.g., photos, videos, description).
  6. Decide whether you prefer returning the item(s) or receiving a refund only.
  7. Complete the process by tapping “Submit.”

You need to submit your request before the Shopee Guarantee Period expires. You can check the remaining time on the Order Details page.

Step 3: Wait for Shopee’s review and follow-up instructions

Once your request is submitted, Shopee will review it and inform you of the outcome via email and app notification. The potential outcomes may vary based on the reason for your request:

If your request is approved

If Shopee approves your request, here are the steps you need to follow:

  1. If you chose to return the item(s):
    • Select your preferred return option (e.g., drop-off at designated location, schedule pickup).
    • Package the item(s) securely and include any necessary documents (e.g., return form, original packaging).
    • Ship the item(s) to the seller or Shopee warehouse within the specified timeframe (usually 5 days).
    • Use Shopee’s free shipping service or arrange your own courier. Ensure to obtain a tracking number and keep proof of shipment for reference.
  2. If you chose to get a refund only:
    • No further action is required from your end.
    • Shopee will initiate the refund process within 3-5 days after approving your request.
  3. Refund Method:
    • You will receive your refund through your original payment method (e.g., credit card, online banking) or Shopee Wallet, depending on your preference and the seller’s policy.
    • If refunded to your original payment method, it may take a few days for the funds to reflect in your account, depending on the payment provider’s processing time.

By following these steps, you can complete the return or refund process smoothly and ensure a satisfactory resolution to your issue with Shopee.

If your request is rejected

If Shopee rejects your request, you have two options:

  1. Dispute Shopee’s Decision:
    • If you disagree with Shopee’s decision, you have the right to dispute it.
    • Reply to the email or app notification sent by Shopee within 3 days of receiving the decision.
    • Provide valid evidence and detailed explanations to support your claim.
    • Shopee will review your dispute and make a final decision based on the provided evidence.
  2. Accept Shopee’s Decision:
    • If you agree with Shopee’s decision, you can accept it by tapping on “Confirm Delivery” on the Order Details page.
    • This action confirms that you acknowledge Shopee’s decision and releases the payment to the seller.
    • Once you confirm delivery, the transaction is considered completed, and no further actions can be taken regarding the request.

Choose the option that best suits your situation and preference regarding the outcome of your request with Shopee.


Applying for a return and refund on Shopee is easy and convenient. Just follow these 3 steps:

  1. Check if your item is eligible for return or refund
  2. Submit your request via the Shopee app
  3. Wait for Shopee’s review and follow-up instructions

Thank you for reading our article on how to apply for a return and refund on Shopee. If you have any further questions or need assistance, please don’t hesitate to reach out to us at We’re here to help!

Happy shopping, and we hope you have a pleasant experience with Shopee!

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