SHOPEE PH CHANGE OF MIND POLICY - ALL YOU NEED TO KNOW AS A ONLINE SHOPEE SELLER
PERSONAL OPINION ON CHANGE OF MIND POLICY FOR SHOPEE BUYERS AS A SELLER
Change of Mind Policy
Effective May 1, 2024, Shopee has introduced a "Change of Mind" return and refund policy allowing buyers to return products for reasons such as unsuitable fit/style, better prices elsewhere, or no longer needing the product. This new reason applies to all Shopee Marketplace and Shopee Mall sellers and does not affect a seller’s Non-Fulfillment Rate (NFR).
Return Conditions
General Requirements: Returned items must be in original quality, packaging, and quantity. This includes all protective materials, tags, manuals, accessories, authenticity cards, and dust bags. Special seals (e.g., "Do not accept if seal is broken") should remain intact.
Specific Categories:
Electronics: Must have intact original packaging seal, be unopened and unused, and include warranty cards and documentation.
Fashion: Tags and packaging must be intact, and items must be unwashed, unaltered, and in original condition.
Fast-Moving Consumer Goods (FMCG): Original labels and packaging must be unopened, and items must be in original condition.
General Items: Must be in original, unopened packaging with all accessories and documentation included.
Non-Returnable Products
Certain products cannot be returned due to Change of Mind, including:
Electronics: Home appliances, e-cigarettes, mobile gadgets, cameras, drones, and computer accessories.
Seller Rights and Costs
Sellers can refuse returns if products are damaged, worn, incomplete, used, or are intimate/personalized items.
Sellers will be charged Return Shipping Fees (RSF) and Forward Shipping Fees (FSF) for buyer-win requests, including Change of Mind.
Sellers can save on shipping costs by enrolling in the RR Shipping Fee Support Program, which covers all RSF and FSF costs, providing automatic savings without manual claims.
Request Process
Initiating Returns: Buyers can request returns/refunds through the Shopee App within the Shopee Guarantee period or Returns Window. Initially, buyers shoulder the return shipping fee for self-arranged returns, which is refunded after the process is complete.
Shopee’s Discretion: Shopee can refuse refunds if products are altered from their original condition.
Dispute Process
Sellers can dispute return/refund requests within 2 days if items do not meet the specified return criteria, such as original packaging, tags, and condition.
This combined policy aims to provide flexibility for buyers while maintaining fairness and protection for sellers.
