[2025] Shopee Return & Refund Complete Guide | 7-Day Right of Return, Full Application Process!

3 Things You Must Know Before Requesting a Shopee Return

According to statistics, over 30% of online shoppers have applied for a return at least once. Taiwan's Consumer Protection Act guarantees a 7-day right of return for online purchases—if conditions are met, you can return an item unconditionally.

This guide walks you through the complete Shopee return process, from application to refund, with every step clearly explained. We'll also cover how to determine who pays return shipping, when you can return an item, and how long refunds take.

Want to understand all of Shopee's features? Read our Shopee Complete Guide first.

Full Explanation of the 7-Day Right of Return

What Is the 7-Day Right of Return?

Under Article 19 of Taiwan's Consumer Protection Act, online purchases come with a 7-day cooling-off period (also called the right of return or right of withdrawal).

Key rules:

• You have 7 days after receiving the item to decide whether to return it
• No reason required
• The item must be in its original condition

This is a legal right, not a seller's favor.

How to Count the 7 Days

Counting method: Starting from the day AFTER you receive the item

Example:

• You receive the item on October 1 (Wednesday)
• Day 1 begins on October 2 (Thursday)
• Day 7 is October 8 (Wednesday)
• You must submit a return application before midnight on October 8

Important notes:

• The clock starts from when you "receive" the item, not when you "placed the order"
• For convenience store pickups, it starts from the day you pick it up
• If the last day falls on a public holiday, it extends to the next business day

Items Excluded from the 7-Day Right of Return

According to the Regulations on Reasonable Exceptions to the Right of Withdrawal for Distance Sales, the following items are excluded:

1. Perishables and short shelf-life items

• Fresh food (meat, seafood, vegetables and fruit)
• Near-expiry products
• Defrosted frozen food

2. Personal hygiene items

• Underwear (once unsealed)
• Close-fitting clothing
• Swimwear (once tried on)
• Earrings (once unsealed)

3. Customized products

• Custom-made furniture
• Items with a person's name printed on them
• Special-specification custom orders

4. Digital content

• Game points and activation codes
• E-books (once downloaded)
• Online courses (once viewed)

5. Newspapers, periodicals, and magazines

6. Unsealed audio/video products

• DVDs, CDs (once unsealed)
• Computer software (once activated)

Important: Sellers are required to clearly state on the product page if an item is excluded from the 7-day right of return. If no such notice is displayed, the item can still be returned.

7 Days ≠ 7 Days of Free Use

Many people mistakenly think the 7-day period is a "free trial window." It is not.

Correct understanding:

• You may "inspect" the item to verify it meets your needs
• You may not "use" it in ways that affect the item's completeness
• The item must remain in a condition fit for resale

Illustrative examples:

✅ What you may do:

• Open the packaging to inspect
• Try on clothing (without leaving any stains)
• Power on electronics to test basic functionality
• Browse the first few pages of a book

❌ What you may not do:

• Wear clothing out for a full day
• Apply a screen protector and use the phone for a week
• Read an entire book
• Use half a cosmetic product

Shopee Return Application: Step-by-Step Process

Step 1: Confirm Whether You Meet Return Conditions

Before applying, verify:

✅ Eligible situations:

• Item has a defect or damage
• Item does not match the seller's description
• You received the wrong item
• Personal reason (within 7 days)

❌ Ineligible situations:

• Item has been used (no longer fit for resale)
• More than 7 days have passed
• Item falls into an excluded category
• Accessories or packaging are missing

Step 2: Go to Your Order Page

Steps:

1. Open the Shopee App
2. Tap "Me" → "My Orders"
3. Find the order you want to return
4. Tap the order to open the detail page

Note: Only orders with "Completed" or "Delivered" status can have a return applied. If the seller hasn't shipped yet, you can directly "Cancel Order" instead.

Step 3: Tap "Apply for Return/Refund"

On the order detail page, tap the red "Apply for Return/Refund" button.

Step 4: Select Your Return Reason

The system will list several return reasons—select the one that best fits:

Seller's responsibility (seller pays return shipping):

• Item has a defect or is damaged
• Item does not match the seller's listing
• Received the wrong item
• Quantity is short

Buyer's responsibility (buyer pays return shipping):

• No longer want it / changed my mind
• Wrong size
• Color doesn't match expectations
• Other personal reasons

Important: Be honest when selecting your reason. If it's the seller's responsibility, attach evidence photos.

Step 5: Upload Photos (if required)

If the return is due to an item issue, photos are required:

Must-have photos:

• Full product shot
• Close-up of the defect or issue (at least 2 photos)
• Product label or tag
• Packaging (if the packaging is also damaged)

Photography tips:

• Good lighting, clear and sharp photos
• Use a ruler or coin for scale to show defect size
• Shoot from multiple angles
• No filters

Steps to Return the Item

Once the seller approves your return, you need to ship the item back.

Prepare Your Return Package

Must include:

• The product itself
• All accessories (charger, manual, gifts)
• Original packaging (box, bag)
• Tags and labels (if still attached)

Packaging recommendations:

• Use bubble wrap or newspaper for padding
• Ensure it won't be damaged in transit
• If you have the original box, ship it in the original box

Want professional packaging tips? See our Shopee Shipping and Packaging Complete Guide.

Choose Your Shipping Method

Option 1: 7-Eleven store-to-store

• Go to any 7-Eleven
• Fill in a shipping form or print via the App
• Ship to the seller's designated store

Detailed instructions: Shopee 7-Eleven Pickup Complete Guide

Option 2: FamilyMart store-to-store

• Go to any FamilyMart
• Same process as 7-Eleven

Detailed instructions: Shopee FamilyMart Pickup Complete Guide

Option 3: Home delivery courier

• For larger or heavier items
• Use Black Cat, Xinzhu, or other courier services

Detailed instructions: Shopee Home Delivery Complete Guide

Who Pays for Return Shipping?

This is the question that confuses the most people.

Seller pays shipping when:

• Item has a defect or damage
• Item doesn't match the listing
• Wrong item was sent
• Quantity is short

How it works:

1. The seller will provide "return shipping compensation"
2. You pay the shipping upfront
3. The shipping cost is refunded together with your product refund

Buyer pays shipping when:

• Simply don't want it anymore
• Wrong size (but size guide was clearly listed)
• Don't like the color (but item matches the photos)
• Other personal reasons

How it works: You pay the return shipping yourself—typically around NT$60–80.

Keep Your Proof of Shipment

This is critical!

After shipping, always keep:

• Shipping receipt
• Photo of the tracking number

Upload proof to Shopee:

1. Return to the order page
2. Tap "Upload Return Proof"
3. Take a photo and upload the shipping receipt
4. Enter the tracking number

This is your key evidence that you shipped the item. If you don't upload it, your refund may be delayed.

---

Want to improve your e-commerce customer service and reduce return disputes?

Sign up for Lion Fans to learn how to optimize your product descriptions and buyer communication, providing a better shopping experience that reduces return rates!

---

Refund Process and Timeline

Seller Reviews the Returned Item

After receiving the return, the seller has 2 days to inspect the item.

What gets checked:

• Is the item complete and undamaged?
• Are all accessories present?
• Are there signs of use?

Possible outcomes:

1. Item is acceptable—refund approved

• Refund process begins

2. Item is incomplete—refund denied

• If you disagree, you can request Shopee to intervene

Refund Method and Timeline

How refunds are issued: Your refund will be returned to your original payment method.

Refund amount includes:

• Product cost
• Original shipping fee (if seller is responsible)
• Return shipping fee compensation (if seller is responsible)

What to Do If Your Refund Is Delayed

If the time above has passed and you still haven't received your refund:

Step 1: Check refund status

• Go to the order page and check
• Confirm whether it shows "Refund Completed"

Step 2: Contact customer service

• If it shows "Refund Completed" but no money received
• Prepare your order number
• Contact Shopee customer service to inquire

Want to know how to contact customer service? See our Shopee Customer Service Contact Guide.

Step 3: Contact your bank

• For credit card refunds
• Sometimes there's a delay on the bank's end
• Call your card-issuing bank directly to confirm

Requesting Shopee to Intervene

If communication with the seller breaks down, you can ask Shopee to step in.

When Can You Request Shopee Intervention?

Situation 1: Seller refuses the return You believe you're eligible for a return, but the seller refuses.

Situation 2: Seller is unresponsive More than 3 days have passed with no response to your return application.

Situation 3: Seller received the item but refuses the refund You've shipped the item back, but the seller claims it's incomplete and refuses to refund.

How to Request Shopee Intervention

Step 1: Go to the order page

Find the relevant order.

Step 2: Tap "Request Shopee Intervention"

This button appears after the seller refuses your return or after the response deadline passes.

Step 3: Provide complete evidence

This step is critical. You need to provide:

Required evidence:

• Multiple clear photos of the defect
• Side-by-side comparison of the listing description vs. the actual item (screenshots)
• Chat history with the seller
• Logistics proof of return shipment

Supporting evidence:

• Unboxing video
• Similar negative reviews from other buyers
• Product inspection report (if available)

Step 4: Write your statement

Clearly explain:

• Why you're requesting a return
• Why the seller refused
• What you consider a fair resolution

Example statement:

I received the item on October 1 and discovered obvious damage upon inspection (see photos 1-3). I applied for a return on October 2 with complete photos. The seller rejected the application on October 5, claiming "photos are unclear." However, I provided detailed multi-angle clear photos and the damage is unmistakable. I believe this is a product defect and the seller should be responsible. Please assist in processing my return and refund.

Step 5: Wait for Shopee's ruling

Shopee customer service will review and issue a decision within 3–5 business days.

How Does Shopee Rule?

Ruling criteria:

• Does the situation fall within the 7-day right of return?
• Is there a genuine product issue?
• Is the evidence sufficient?
• Is each party's account reasonable?

Possible outcomes:

1. Ruling in buyer's favor

• Seller must accept the return and bear associated costs

2. Ruling in seller's favor

• Seller's original decision stands; buyer cannot return

3. Mediated resolution

• Partial refund
• Or other compromise arrangement

For Sellers: How to Handle Returns

If you're a seller, here's what you need to know when handling returns.

When You Receive a Return Application

Step 1: Respond quickly

After a buyer submits a return application, respond as soon as possible—ideally within 24 hours.

Step 2: Review the reason and photos

If it's a product issue:

• Carefully examine the photos
• Determine whether there's a genuine defect
• If there clearly is, immediately approve the return

If it's a personal reason from the buyer:

• Check whether it's within 7 days
• Confirm the item can be resold
• If conditions are met, approve the return

Step 3: Communicate with the buyer

If you have questions, use the "Chat" feature:

• Politely ask for details
• Request additional photos if needed
• Propose a resolution

Want more seller customer service techniques? See our Shopee Seller Customer Service Management Guide.

Step 4: Make a decision

Within 3 days, you must:

• Approve the return
• Or deny it (with a well-founded reason)

When You Receive the Returned Item

Step 1: Inspect immediately

The same day the package arrives, inspect:

• Is the item complete and undamaged?
• Are all accessories present?
• Are there signs of use?
• Is the packaging intact?

Step 2: Document the condition

If there are any issues, photograph them immediately:

• Full shot of the overall condition
• Close-up of any problem areas
• Photo of any missing accessories

Step 3: Decide whether to issue a refund

Approve refund when:

• Item is confirmed to be complete and undamaged
• Return conditions are met

Deny refund when:

• Item shows clear signs of use
• Accessories are missing
• Packaging is severely damaged (affects resalability)

If denying:

• Provide complete photographic evidence
• Clearly explain the reason for denial
• Be prepared for the buyer to escalate

5 Techniques to Reduce Your Return Rate

Technique 1: Write thorough and accurate product descriptions

• List all specifications
• Clearly indicate sizing (include a size chart)
• Show true colors (don't over-edit photos)

Technique 2: Upload photos from multiple angles

• At least 5–8 photos
• Include close-ups of details, materials, and labels
• Show the item being worn or used in context

Technique 3: Proactively disclose potential differences

• e.g., "Color may appear slightly different due to monitor settings"
• "Material is [fabric], with slight stretch"
• "Measurements taken flat, ±2 cm is normal"

Technique 4: Package well

• Prevent damage in transit
• First impressions matter

Technique 5: Reply promptly to pre-sale questions

• Resolve concerns before the buyer orders
• Reduces "bought it and then discovered it doesn't suit me" situations

Return FAQ

Q1: Can I still return after 7 days?

Generally, no.

However, if the issue is a product defect, you may invoke the warranty provisions of the Civil Code:

• General products: within 6 months
• Electronics: usually covered by a warranty period

What to do: Contact the seller and explain that this is a product defect. If the seller won't address it, you can file a complaint with the consumer protection authority.

Q2: Can I return only some items from an order?

Yes.

If you bought multiple items, you can return only some of them. You'll need to apply for each item's return separately.

Q3: Do I have to return the gift item too?

Yes, you must.

Gift items are part of the transaction. If a gift is missing, the seller can deny the refund or deduct the gift's value from the refund.

Q4: Can I return an item if I've removed the tag?

It depends.

• If the issue is a product defect: usually yes, you can return it
• If it's a personal reason: may be denied (because the tag removal affects resalability)

Tip: Don't remove tags until you're sure you want to keep the item.

Q5: Can I request an exchange instead of a return?

Shopee has no "exchange" mechanism—only "return."

If you want a different size or color:

1. Apply for a return first
2. Wait for the refund
3. Reorder the item you want

Q6: Is it reasonable for the seller to charge a "restocking fee"?

No, it's not reasonable.

If the return conditions are met, the seller cannot deduct any fees (except for return shipping the buyer is responsible for).

If the seller insists on deducting fees, request Shopee's intervention.

Q7: What happens to my review after a return?

If you haven't reviewed yet: After a successful return, you can choose not to leave a review.

If you've already reviewed: Reviews cannot be deleted or modified. However, you can leave a follow-up comment describing the resolution.

Q8: What if the seller won't provide a return address?

After 3 days without a response, the system automatically approves the return.

At that point, go to the order page—the seller's return address (usually their registered address) will be displayed automatically.

Q9: What if the return package gets lost?

This is exactly why keeping your shipping proof is so important.

With proof:

• File a claim with the courier
• Provide the tracking number
• Request compensation or a search

Without proof:

• Very hard to prove you shipped the item
• May not be able to get a refund

Q10: Can I just refuse delivery as a form of return?

Not recommended.

The correct process is:

1. Accept the package
2. Inspect it and confirm you want to return it
3. Follow the standard return process

Refusing delivery without documentation may result in:

• Package returned to seller with no record
• Unable to receive a refund
• Disputed liability

Q11: Can I leave a negative review after a return?

Yes.

Returns and reviews are separate. If the item or service genuinely had problems, you can leave an honest negative review.

But keep it factual—describe what happened objectively rather than making emotional attacks.

Want to understand more about Shopee's review system? See our Shopee Review Complete Guide.

Q12: Can I return cross-border items ordered from overseas sellers?

Depends on the seller's policy.

Overseas cross-border orders often specify "no returns or exchanges" (which qualifies as an exception to the 7-day right of return).

Always read the product page carefully before ordering.

Key Return Takeaways for Buyers and Sellers

Returns are one of the most important protections in online shopping. As long as you understand the rules, you don't need to worry about ending up with an unsuitable item.

Summary for Buyers

Remember these 5 things:

1. You have 7 days after receiving the item to decide whether to return it
2. The item must remain complete (you may inspect but not use it)
3. Attach clear photos when submitting a return application
4. Keeping return shipping proof is essential
5. If communication fails, request Shopee's intervention

Summary for Sellers

Remember these 5 things:

1. Respond to return applications promptly (within 24 hours is ideal)
2. Accurate and detailed product descriptions reduce return rates
3. Inspect returned items immediately and document the condition
4. Accept valid returns—don't be penny-wise and pound-foolish
5. Good customer service can turn negative experiences into loyal customers

Further Reading

Want to explore more Shopee features and tips?

Related articles:

• Shopee Complete Guide — Back to the main guide
• Shopee 7-Eleven Pickup Complete Guide — Learn the pickup process
• Shopee Customer Service Contact Guide — When you have a problem, reach out
• Shopee Review Complete Guide — How to write reviews
• Shopee Seller Customer Service Management Guide — Sellers: improve service quality

Take Action

If you want to provide better customer service and reduce return disputes in your e-commerce business, sign up for Lion Fans to learn how to optimize your e-commerce operations.

Want more e-commerce tips? Visit our blog for more practical content.

References

1. Consumer Protection Act, Article 19 — Executive Yuan Consumer Protection Committee
2. Regulations on Reasonable Exceptions to the Right of Withdrawal for Distance Sales — Ministry of Economic Affairs
3. Shopee Return Policy — Shopee Official
4. Taiwan Online Shopping Return Behavior Survey — Eastern Online Co. 2024
5. E-Commerce Return Handling Best Practices — Market Intelligence & Consulting Institute Digital Transformation Research Institute