TikTok Shop has announced that it is extending its Free Returns period from 15 days to 30 days to improve customer experience. These protections apply exclusively to authentic branded products purchased from TikTok Shop Mall.

Brands that are part of TikTok Shop Mall are identified by the official “Mall” badge, which is prominently displayed next to the product title. The 30-day return period begins once the order has been updated to “Delivered”, during which the customer can submit a return request via the in-app Orders Page.

It is worth noting that the seller has the option to reject the return request. If this happens, the buyer can submit a second request within 48 hours of the rejection. Otherwise, the platform will close the return request. Once the request has been approved by the seller, the customer has ten days to provide the necessary information to complete the return.

According to the e-commerce provider, this return policy is meant to protect businesses from fraudulent behaviours from customers, such as returning items in unsatisfactory conditions. The policy also serves to enhance the after-sales experience for both sellers and shoppers.

Additionally, the shipping fee for “No Longer Needed” returns is covered by the platform, allowing both parties to have peace of mind. Further information on the platform’s return policies can be found on the TikTok Shop Academy page.

(Source: TikTok Shop press release)

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