HSIA TikTok Orders Return Policy & Assistance

⚡️ Core Timelines & Channel for Returns/Refunds

📦 Requirements & Conditions

  • Eligibility: Buyers can only request a return or refund after the package status is updated to “Shipped”.

  • Valid Reasons:

    • Change of mind

    • Item doesn’t match description

    • Defective, damaged, or incorrect item

    • Missing parts

    • Clothing doesn’t fit or fabric/style differs from expected

    • Logistics issues (e.g., not received but marked delivered, delayed delivery)

🔄 Return & Refund Process

  • Buyer’s Responsibility: Ensure the correct item is returned in its original condition.

  • Refund Without Return: May apply in cases like total damage, loss, counterfeit items, or custom products. TikTok Shop may auto-approve such refunds under certain conditions.

  • Fast Refund: Some buyers may receive an instant refund once the returned item is dropped off at a designated location.

💰 Return Shipping Costs

  • Buyer Covers Cost: If buyer arranges return themselves.

  • Shared Cost (From Sep 4, 2025): For returns due to “change of mind” or “item doesn’t fit”, the seller covers 50% and TikTok Shop covers 50% of return shipping cost.

⏳ Seller Review & Timeout

  • Review Time:

    • ≤ $100: 2 calendar days after receiving return

    • $100: 4 calendar days

  • Auto-Approval: If seller doesn’t respond in time, TikTok Shop will automatically approve the refund.

🛡️ Extended Protection Period

Buyers may still submit after-sales requests or contact TikTok Shop Official Team within 90 calendar days after delivery if they experience issues and cannot resolve them directly with the seller.

⚠️Important Tips

  • For exchanges: Contact TikTok support directly.
  • For returns/refunds: 
  • Use the quick guide link mentioned above
  • Or use the "Return/Refund" option in your TikTok order details or check order confirmation emails sent from no-reply@shop-us.tiktok.com.
  • Changed your mind? Cancel your refund request in the app (If you have requested or just keep the item), then contact TikTok customer support.

⚠️For Customers Who Wish to Proceed With a Return

To ensure a smooth refund process, please make sure to:
1. Submit your return request through the TikTok app promptly.
2. After submitting, use the QR code return label sent to you via TikTok DM or email to ship the item.
3. Keep the shipping receipt or proof of postage—you will need to upload the return tracking number in the app.

⚠️ Important Notes:

  • Failure to follow these steps may delay or result in refusal of your refund.
  • If the 45-day window has passed, the recipient must contact TikTok’s official support (not the merchant) to reopen the refund case. This will extend processing time.
    Please follow these instructions carefully to avoid delays.

⚠️❗Why Email Isn’t Recommended⚠️❗ 

TikTok app can process each requests instantly.

- Emails may be blocked or filtered as spam.
- TikTok orders have a strict 45-day return window.

We’re updating our support guidelines card to help customers get faster help through their original purchase platform.  Thank you for your patience and understanding.