TikTok Mall Return Policy

Last updated: September 12, 2023

Buyers may request a return or refund when goods arrive damaged, incomplete, incorrect or materially different from the listing.

• Requests should generally be submitted within 7 days after delivery, and clear photos or videos should be provided within 48 hours when possible.
• Customized goods, digital goods, perishable items and products damaged by misuse may not qualify for return.
• If the request is approved, the buyer must follow the return instructions or wait for direct refund processing.
• Refunds are usually sent back to the original payment method, subject to payment channel timing.

If buyer and seller disagree, TikTok Mall may decide the case based on order records, chat history, logistics data and evidence materials.

Supplementary Notes

• TikTok Mall may retain, verify and review relevant order records, logistics information, communication records, payment results and other necessary materials for platform governance, risk control, dispute handling, compliance review and service improvement purposes.
• Where applicable law, regulatory requirements, platform rules or the facts of a transaction require it, the platform may request users, sellers or related parties to provide identity documents, transaction evidence, logistics proof, authorization materials or other reasonable supporting documents.
• If any provision on this page conflicts with mandatory law in the user location, the mandatory law will prevail to that extent, while the remaining provisions will continue to apply.

Interpretation and Updates

TikTok Mall may interpret, supplement, adjust or update the rules set out on this page according to business development, technical upgrades, risk control needs, regulatory requirements and operational circumstances, and may notify users through page updates, platform announcements, system messages or other reasonable channels.

Contact and Cooperation

If you have questions regarding the contents of this page, order handling results, platform measures or related rights and obligations, you may contact TikTok Mall through the official customer service channel, order messaging, seller communication entry or other officially designated channels, and should provide the necessary information to facilitate timely handling.