Review recent policy updates, sorted newest first, with lightweight filters for quick review.
Total updates
404
AddedCustomer Order Cancellation, Return, and Refund Policy
Delayed Delivery
Where sellers are unable to ship within the stated timeframe (or within 30 days), sellers must seek the customer's consent to the delay through a delay notice. The notice must include: A revised shipment date (or statement that you are unable to provide a revi
Summary
New mandatory delay notice requirement: sellers must notify customers within 30 days if unable to ship, providing revised date or reason + automatic order cancellation/refund if customer doesn't consent to renewed delay.
The product does not match the seller's description. | The product is defective or does not work.
Summary
New mandatory refund rule: product mismatches, defects, or wrong items require full refund in original payment method (no store credit). Sellers may alternatively replace with equivalent/better functionality item.
AddedCustomer Order Cancellation, Return, and Refund Policy
Returns and Refunds of Non-Returnable Items
Sellers have 2 business days to review return and refund requests for non-returnable items that are $100 or less. For non-returnable items priced over $100, sellers have 4 business days to take action. If the seller does not take action during that time, TikTo
Summary
New auto-approval mechanism for non-returnable items: sellers must act within 2 business days ($≤$100) or 4 days (>$100) or TikTok auto-approves refunds. Added customer appeal right overriding seller decisions on non-returnable refunds.
AddedCustomer Order Cancellation, Return, and Refund Policy
Virtual Goods
2 business days for products priced at $100 or less | 4 business days for products priced at more than $100
Summary
Policy now explicitly codifies 2-business-day (≤$100) and 4-business-day (>$100) review windows for virtual goods returns. Non-action triggers auto-approval of refunds by TikTok Shop.
AddedCustomer Order Cancellation, Return, and Refund Policy
Non-Returnable Categories
Food, beverages, dietary supplements, and ingestible products for humans or animals | Live plants, seeds, and fresh flowers
Summary
Four product categories are now non-returnable: food/beverages/supplements, live plants/seeds/flowers, trading cards/collectibles, and pre-owned items. Sellers must update refund policies and listing descriptions accordingly.
AddedCustomer Order Cancellation, Return, and Refund Policy
Dangerous Goods (Hazmat) Returns
For products identified as dangerous goods (hazardous materials), customers must attach a hazmat label when returning the item. | For damaged hazmat items, transportation restrictions mean these cases will be processed as refund-only requests (no return requir
Summary
New hazmat return rules: customers must attach hazmat labels when returning dangerous goods; damaged hazmat items are processed as refund-only (no physical return required).
AddedCustomer Order Cancellation, Return, and Refund Policy
Item Replacements for Orders Without a Return
The item replacement option is only available to eligible customers (at TikTok Shop's discretion) if the seller has opted in to offer replacements and if the inventory of the original item is in stock at the time of the request. TikTok Shop will automatically
Summary
New replacement-without-return program: sellers must accept or reject customer replacement requests within 1 business day; auto-approval occurs if no response. Sellers bear shipping costs. Limited to eligible customers and in-stock items.
Lucky Scoop Crystals products designated as Final Sale with no returns accepted except for package not received, damage, defects, missing items, or wrong item sent—all requiring seller evidence for claims.
AddedCustomer Order Cancellation, Return, and Refund Policy
Eligibility Conditions
Refund is issued only after the returned item has been received and inspected by the seller.
Summary
Three new eligibility conditions added to returns policy: refunds only for buyer-fault returns, exclusion for drop-off-triggered refunds, and refunds issued only after seller inspection of returned item.
AddedCustomer Order Cancellation, Return, and Refund Policy
Severe Damage
Product is damaged; Product is used and not in original condition
Summary
Added structured damage classification tiers (Minor, Severe) defining return acceptability conditions. Severe Damage items are non-returnable; Minor Damage items are returnable. No new enforcement mechanism introduced.
AddedCustomer Order Cancellation, Return, and Refund Policy
Minor Damage
Product is damaged; Product is used and not in original condition
Summary
New "Minor Damage" category added to return/refund policy defining acceptable condition: minor use, missing labels, functional item. Classified as sellable; sellers must now distinguish minor vs. severe damage in return evaluations.
AddedCustomer Order Cancellation, Return, and Refund Policy
Refund Guidance
Non-sellable items: Refund deduction is possible between 10–50% of the item price, depending on the severity of damage.
Summary
TikTok Shop now permits refund deductions of 10–50% on non-sellable items based on damage severity, enabling sellers to retain a portion of the refund when returned goods cannot be resold.
AddedCustomer Order Cancellation, Return, and Refund Policy
Initiate Partial Refund Offer
Accept the offer: The aftersales request will be closed, and the partial refund will be issued without requiring the item to be returned. | Decline the offer or fail to respond within 48 hours: The customer may proceed with the standard return process.
Summary
New partial refund offer mechanism added: sellers cannot modify refund amounts; buyers keep items; single-use per item with 48-hour response deadline or automatic standard return process triggered.
AddedCustomer Order Cancellation, Return, and Refund Policy
Customer Service-Initiated Partial Refund
Buyers cannot request this type of refund themselves. | If the seller does not respond, the request is automatically approved.
Summary
New Customer Service-Initiated Partial Refund process introduced. Sellers must respond within 2–4 business days (by price tier) or face automatic approval. Sellers cannot modify refund amounts or appeal auto-refunds from rule errors.
AddedCustomer Order Cancellation, Return, and Refund Policy
Automate Partial Refund Rules
Product Category: Only returnable categories are eligible. | Item Price: Only items priced between $10 and $100 are eligible for this feature.
Summary
New automated partial refund feature available: sellers can set rules to automatically issue 10–50% refunds ($5–$50) for wrong item, damage, defect, missing parts, or mismatched description on items priced $10–$100 in returnable categories.
AddedCustomer Order Cancellation, Return, and Refund Policy
Return Reason
Refund Range (the price range of products the seller allows for automatic refunds without a return)
Summary
Refund Range parameter now required in Auto-Approve Refund rules. Sellers must set price thresholds for automatic refunds without returns; errors lock appeals and create financial liability.
AddedCustomer Order Cancellation, Return, and Refund Policy
Seller-Preferred Refund without Return
Returnless Refund: Applies to products that require a return. Tiktok Shop subsidizes refunds for products with a purchase price up to $10 (not including taxes, shipping costs, or additional fees) under Platform-Mandated Refund without Return. Sellers are respo
Summary
New auto-approve refund rules for non-returnable products (food, beverages). Sellers set category, reason, price range, and frequency thresholds; TikTok auto-processes matching refunds. Seller errors in rule-setting are not appealable.
AddedCustomer Order Cancellation, Return, and Refund Policy
Platform-Mandated Refund without Return
For sellers: Sellers are responsible for the full returnless refund amount for non-seller fault return reasons (no longer needed or item does not fit)
Summary
Platform now auto-enables Refund without Return for all items under $10 purchase price. Sellers must absorb full refund cost for non-seller-fault reasons (no longer needed, wrong fit)—a new mandatory liability.
AddedCustomer Order Cancellation, Return, and Refund Policy
Eligible items: all returnable and non-returnable products
Eligible items: all returnable and non-returnable products. | Ineligible items: pre-owned, collectible, and final sale products.
Summary
New Money-Back Guarantee program replaces Buyer Protection. Sellers must decide on damaged/defective claims within 2-4 days. Non-returnable products now eligible. 90-day refund window after delivery. Rejection auto-escalates to TikTok Support review.
