Shopee has updated its return/refund policy to include the reason “Item is intact but no longer needed.”
Specifically, starting November 24, the reason “Item is intact but no longer needed” in the return/refund process will only apply to two groups of buyers: those with Diamond/Gold membership status or users subscribed to Shopee VIP.
Shopee also noted that during the initial rollout phase, the platform will gradually implement the policy for each consumer group.
Shopee introduces new return/refund policy
The platform assures that it will proactively exclude unsuccessful order rates and reimburse return shipping fees (if applicable) for orders where return/refund requests fall outside the policy’s scope.
For buyers eligible to return items due to “no longer needed,” the returned product must meet clear requirements: it must be in the same condition as received, including tags, packaging, accessories, invoices (if any), and must not have been used or altered in any way that compromises its “new” status.
If a buyer uses this reason but the product is not in its original condition, the seller may refuse to accept the return or file a complaint based on evidence of tampering.
While the “no longer needed” return policy is intended to provide buyers with greater peace of mind when shopping online, in practice, some users have exploited this mechanism to return items arbitrarily, causing significant losses for sellers.
Many shop owners have faced frustration when receiving returned items that have been tried on, unsealed, or are no longer in their original condition, despite the buyer citing “no longer needed” as the reason.
Tightening return conditions may inconvenience some buyers but is considered a necessary step to curb the misuse of the “no longer needed” reason and ensure transparent transactions.
This change also helps protect legitimate buyers and reduces losses for sellers due to returns that do not meet the original condition.
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“Shopee is taking customer satisfaction to new heights with its generous return and refund policies. In a recent update, the e-commerce giant has extended the return window to an impressive 15 days, giving buyers ample time to change their minds. This is a significant improvement from the previous 3-7 day window, offering a level of flexibility that is rare in the industry. What’s more, buyers can now select ‘no longer needed’ as a valid reason for returns immediately after placing an order, and may even receive refunds without the hassle of returning the item. It’s clear that Shopee is committed to creating a stress-free shopping experience that puts customers first.”
