A recent female customer purchased a bikini on Shopee and returned it a week later. According to the shop owner, the customer had worn the bikini, as evidenced by photos posted on her personal page, and the returned item had “yellow stains” in sensitive areas.
“It’s frustrating for shops when customers return items so carelessly,” the shop owner lamented.
What is Shopee’s return policy?
A Shopee representative shared that the company’s operations are evaluated based on the user experience of both sellers and buyers, with leadership closely monitoring these metrics weekly.
Shopee’s return and refund policies are continuously updated to ensure a positive shopping experience for customers on their e-commerce platform.
As per the latest update on March 15, 2024, the return and refund period has been extended to 15 days, double the previous timeframe of 3-7 days.
Buyers can now also choose “no longer want to purchase” as a reason for returning an item immediately after ordering, and may even receive a refund without needing to return the item.
“Shopee may consider refunding the Buyer without requiring the Buyer to return the Product to the Seller,” the official return and refund policy states.
“No longer want to purchase” is a new regulation added by Shopee, alongside other valid reasons for returns such as missing or incorrect items, counterfeit products, and expired goods.
This regulation includes a list of items that cannot be returned due to a change of heart, such as vouchers, potted plants, lingerie, swimwear, and more.
Why was the customer who wore the bikini until it stained allowed to return it?
According to Shopee’s regulations, for complaints involving items on the restricted return list, Shopee will proactively review the evidence provided by all parties (buyer, seller, and delivery unit) and make a final decision.
Illustrative image.
The buyer’s return/refund request will be approved if valid evidence is provided, or denied if the evidence is insufficient.
Shopee also clarifies that buyers can return items due to a change of heart, provided that the product and all accessories, invoices, and warranty cards (if any) are in their original, unused condition, with all seals and packaging intact.
However, some sellers have reported cases where customers purchase items for a specific occasion and then return them afterward, sometimes even receiving refunds without returning the items, resulting in significant losses for the shops.
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