October 25, 2023
6 min

TikTok Shop Returns, Refunds, and Cancellations Explained

Navigate TikTok shop returns with ease! Our comprehensive guide highlights all you need about refunds, cancellations, and more.
TikTok Shop Returns, Refunds, and Cancellations Explained
Table of contents

With the introduction of TikTok Shop, users can sell products and use their content to market to the masses. But like any retail business, TikTok Shop returns are part of the equation. 

In this article, we’ll dive into returns, refunds, and cancellations so you can easily shop and make returns in a matter of minutes. 

Regardless of whether you’re a buyer or seller, if you’re using TikTok Shop, this is information you can’t afford to overlook. 

Let’s get started!

Key Takeaways from this Post

Users can return items they purchase on TikTok Shop. Once an item is marked as 'shipped', the buyer has a 30-day window from when it's 'delivered' to initiate a return.
Both buyers and sellers can cancel orders on TikTok Shop. For buyers, cancellations are allowed as long as the order status hasn't shifted to ‘To Ship - Awaiting Collection.’
Buyers should ensure they return the correct product, not miss the return window of five days after initiating the process, and use safe packaging material to prevent damage during transit. If an order is marked 'delivered' but hasn't been received, buyers have 48 hours to initiate a refund.
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Can You Return TikTok Shop Items?

Yes, you can return TikTok Shop items. Rest assured that if your product has arrived and it’s not as expected, doesn’t fit, or there’s something wrong, you can send it back to the seller. 

However, there are some specific conditions that you’ll want to consider before doing so. 

Let’s look at the return policy so you don’t encounter roadblocks or hurdles. 

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What is the TikTok Shop Return Policy?

Regarding the TikTok Shop return policy, you can initiate a return once the item has been marked as ‘shipped’; however, a 30-day countdown begins once the status changes to ‘delivered’. After 30 days, you must contact the seller directly and work with them on a return.  

If you are returning your product because you had a “change of mind,” the shipping fee is placed on the customer unless otherwise agreed upon by the seller (or TikTok Shop has granted you a free return).

How to Cancel an Order on TikTok Shop

Cancelling an order is straightforward. 

Here’s how to cancel an order on TikTok Shop:

  1. Open the TikTok app and access the shop
  2. Select Orders and locate the order you wish to cancel
  3. Click on the item and select Cancel Order
  4. Signal that you want to cancel and list a reason

However, remember that the power to cancel an order isn’t strictly limited to buyers. 

Sellers can cancel orders if you don’t provide payment, information to ship within 72 hours of ordering, if there was an obvious mistake in price (for example, luxury goods being sold for only £1), or if the seller experiences unforeseen changes in their stock. 

If you’re a TikTok Shop seller looking to improve your bookkeeping process, Link My Books is the best platform to streamline your e-commerce accounting. 

We offer two essential integrations: 

Link My Books Call to Action

How Long Do I Have to Cancel an Order?

As long as your order status has not changed to ‘To Ship - Awaiting Collection,’ you can cancel your order. 

If a seller cancels your order, they have until the item is changed to ‘Shipped’ for any of the above reasons. 

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How to Return on TikTok Shop

Once you have gone through the cancellation process, it’s time to return the product. 

Here’s how to return items on TikTok Shop: 

  1. Go to your profile and access My Orders
  2. Select the order you would like to return and the reason for doing so
  3. Select your preferred return method and submit it to the seller
  4. Next, you’ll receive a pre-paid shipping label 
  5. Use the shipping label to send the time back to the seller

After following these steps, allow 5-7 business days for the return to process. 

How to Get a Refund on TikTok Shop

To get a refund on TikTok Shop, you must ensure there are legitimate grounds for returning the product, and it is done so within the allotted window of time. 

To do so, you’ll want to cancel the order, return the order, and then wait 5-7 business days for the return to process. 

Types of Refunds on TikTok Shop

Below are several types of refunds offered through TikTok Shop:

Returnless Refund

A returnless refund is where the seller accepts a buyer’s request but does not make them return the item. An example might be if the product was custom-made and cannot sell it to another customer. 

Partial Refund

Partial refunds are just as they sound: the seller agrees to refund only part of the total amount for some specific reason. However, sellers must abide by legal requirements and not use this as a loophole to save money. 

Full Refund

Full refunds are the most common type and can occur for several reasons, such as a “change of mind,” sizing issues, product defaults, or mismatches in what they expected compared to the product listing.

| **Refund Type** | **Description** | |:---:|:---:| | Returnless Refund | Seller accepts a buyer’s request but does not make them return the item. Example - if the product is custom-made and cannot be sold to another customer. | | Partial Refund | Seller agrees to refund only part of the total amount for a specific reason. Sellers must abide by legal requirements and not abuse this rule. | | Full Refund | Full refunds can occur for several reasons, such as a “change of mind,” sizing issues, product defaults, or expectation mismatch. |

Tips for a Smooth Return Process

Returns are never fun, especially if made through an e-commerce platform. In such cases,  you might have to navigate uncharted territory. 

Here are several tips and tricks for smoother TikTok Shop returns:

Return The Correct Product

We get it — we’re all human. While this might seem funny, accidents happen, and sometimes we get caught up in the moment. 

Before shipping back a product, double-check it’s the correct one. 

If you accidentally return the wrong product, contact the seller and explain the situation. However, please note that TikTok is not liable for your items in such situations. 

Don’t Miss The Return Window

Once you have initiated the return, you will be notified that you have five days to complete the process. However, if you miss this window, you will forfeit your chance to return the item. If this happens, you must contact the seller directly and ask them to work with you on a custom return.

Use Safe Packaging Material

Like all online returns, you want to ensure the item is not damaged in transit. Thus, utilise the original packaging or seek an alternative that protects it from logistical harm.

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What Happens if a TikTok Shop Order is Delivered But Not Received?

If a TikTok Shop order is delivered but has yet to be received, you must contact the seller and inform them. 

Sometimes, an order might be marked as a ‘Delayed Delivery,’ meaning you have 48 hours to initiate a refund as a buyer. Once activated, TikTok Shop will automatically approve the request and fund the total amount. 


TikTok Shop returns are designed to be straightforward and handled in just a few steps. 

To initiate a return, start by cancelling the order, then work through the steps: list the reason for your return, acquire a shipping label, and send it back to the seller. 

However, remember that you have 30 days to do so after it has arrived. If you miss this window, you’ll have to work with the seller directly, which isn’t a sure bet. 

Sellers should utilise user-friendly tools to streamline the selling process. To keep track of your sales, you can automate your bookkeeping from Tiktok Shop to Quickbooks or manage your TikTok Shop to Xero.

Link My Books Call to Action

We hope you enjoyed this article and it has helped you understand the ins and outs of TikTok Shop Returns.

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