TikTok Shop UK Cancellation and Returns Policy

Overview
This TikTok Shop UK Cancellation and Returns Policy applies to orders placed on TikTok Shop UK by customers located in the UK. It includes information on what you can do if:

Information on returns is also set out in the UK: Seller Terms of Sale.

1. I have placed an order but have changed my mind. Can I cancel my order and/or return my product?

  1. Unless your product falls within one of the exceptions set out in section 2 below, you have a legal right to change your mind, cancel your order and/or return your product within 14 days after the day you receive the product. This is your statutory cancellation right.
  2. Unless your product falls within one of the exceptions set out in section 2 below, in addition to your statutory cancellation right, Sellers will allow you to change your mind, cancel your order and/or return your product within 30 days from the date you receive the product (and this period may be even longer if the Seller expressly tells you that this is the case). This is your extended returns benefit.

Please note in addition to the above right and benefit, you also have legal rights against Sellers if your product is not compliant with certain legal requirements (see section 7).
In short: Unless your product falls within one of the exceptions set out in section 2 below, you have the following rights to change your mind and cancel an order:

These are in addition to the legal rights you have against a Seller if your product is non-compliant with certain legal requirements.

2. What products cannot be cancelled and/or returned if I change my mind?


There are some products which, under law, can only be cancelled and/or returned if they are defective, not if you change your mind. If you do change your mind and return such a product (and that product is not defective) it will not be accepted for a refund as it will not meet TikTok's and the Seller's return conditions. The following products cannot be cancelled and/or returned unless they are defective:

    1. personalised products or products that are made to your specification (such as tailor-made clothing, products which have been engraved/stamped with a personal message or name, etc);
    2. sealed products which are not suitable for return due to health protection or hygiene reasons because they have been unsealed after delivery (for example, cosmetic products, earrings, personal health care products, baby products, feminine hygiene products, intimate wear such as underwear and swimwear);
    3. products which, after delivery, become mixed with other products and cannot be separated (for example, a cosmetics product that has been mixed with another);
    4. audio, video or computer software products where the seal has been broken;
    5. products which may deteriorate or expire rapidly (such as flowers or food); and
    6. newspapers, journals and magazines.


In short: Certain products cannot be cancelled and/or returned unless they are defective. If you try to cancel and/or return one of these products when it is not defective, it will not be accepted for a refund.

3. How do I cancel my order?

The process will differ depending on whether you cancel before or after your order is shipped.

Your order will be cancelled and your refund will be issued automatically if:

In short: The process that applies to cancel your order will depend on whether you cancel before or after your order is shipped.

4. How do I return a product after making a return request?

    1. You must return your product within 14 days after the day on which you made your return request to the Seller. You will need to return the product in the same condition in which you received it (for example, for new products, these must be returned in a new, unused and complete condition) to receive a refund. You will still have the right to handle the product to the extent necessary to establish the nature, characteristics and functioning of the products.
    2. When you submit your return request, you must choose your preferred courier and service. To return your product, package it up and attach a returns label. You can do this by either: (i) printing the returns label yourself; or (ii) if the courier you have chosen offers a printing service, presenting the QR code sent to you at the drop-off location where the returns label can then be printed for you. Your package can be dropped off at any of the locations offered by the courier. We recommend you keep your proof of postage receipt, in case you need to contact TikTok Shop Customer Service later.
    3. If your product is heavy and bulky (usually over 20kg in weight), please submit your return request and then contact the Seller to arrange your free return. You will then need to enter the return tracking information on the "Refund Details" page.
    4. Unless expressly stated on the relevant "Product Detail" page on TikTok Shop that the product can be returned free of charge, you will be responsible for the return shipping costs (for further details, see Section 6).
    5. If you fail to send your product back within 14 days of making your return request, or of entering your return tracking information, your return request may be cancelled and you will need to raise a new one in order to get a refund.
    6. If there is any personal data on or in a product, you must remove this before you return it.

In short: You can arrange a drop off or contact the Seller if this option is not available to you, but you must do this within 14 days of making your return request. You must also remove all personal data on a product before returning it.

5. When will I receive a refund? What will be refunded?

    1. Where a product has already been delivered to you, you must return it within 14 days from the day you made your return request and the Seller may defer your refund until it has received the product or until you provide proof of postage (whichever is the earliest). If you are not required to return the product, your refund will be issued within 14 days of the date you make your request to cancel your order.
    2. If the product is eligible for a return or cancellation and you have returned the product because you changed your mind, you will be refunded the amount you have paid for the product, including the cheapest standard delivery fee, but minus any applicable deductions (as set out in this section and section 6 below). If you chose a more expensive delivery option than the cheapest standard delivery option, you may not be refunded your entire delivery cost (just the amount of the cheapest delivery option). For example, if the Seller offers delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then the Seller is only obliged to refund what you would have paid for the cheaper delivery option. The refund will be paid to the payment method you used to purchase the product.
    3. If the value of the product you have returned is reduced as a result of any handling beyond what is necessary to establish its nature, characteristics and/or functioning (in other words, the sort of handling that might reasonably be allowed in a physical shop), the Seller may deduct an amount from the refund up to the purchase price of the product. This means, in some cases, you may not receive any refund at all. We therefore recommend you take care when handling any product in case you want to return it.

In short: If you are not required to return the product, your refund will be issued within 14 days of the date you make your request to cancel your order. If you are required to return the product to the Seller, the Seller may defer your refund until it has received the product or until you provide proof of postage to the Seller. Your refund may be reduced if you have used or damaged a product or if you have selected an expensive delivery option.

6. Will I be charged to return a product?

    1. You will be entitled to return your product free of charge if:
      1. you make a return request for a product that is faulty, damaged, wrong or does not match its description; or
      2. if your product benefits from free returns as stated on the "Product Detail" page on TikTok Shop.
    2. If you are not entitled to return your product free of charge, any costs you will need to pay will be stated on the "Product Detail" page on TikTok Shop, and the direct cost of any return (i.e. The cost of postage) will be deducted from your final refund amount.

In short: If you are entitled to a free return, you will not be charged for returning your product. If you have to pay for returning your product, the costs for return will be displayed on the product's "Product Detail" page on TikTok Shop and will be deducted from your refund.

7. My product is faulty or damaged, or I have received the wrong product. What can I do?

Sellers are responsible for ensuring that the products they offer comply with certain legal requirements, including that they are safe, of satisfactory quality, fit for purpose and match their description. If a product does not comply with these rights, you have certain legal rights against the Seller (for example to a refund, repair and/or replacement). These remedies may be available after the cancellation period or extended returns benefit offered by the Seller. It is the Seller's responsibility to honour these legal rights if they apply. To request any of these remedies, please contact the Seller directly or raise a return request as set out in this policy.
In short: If your product is faulty or damaged, you can request a refund, repair or replacement by contacting the Seller or raising a return request.

8. What happens if I send back the wrong product?

If you accidentally send the wrong product, please get in touch with the Seller as soon as possible. Neither the Seller nor TikTok can guarantee that any incorrect products, or any additional products mistakenly returned with the correct product, will be found or returned. No compensation will be provided to you for such products.
In short: If you return the wrong product, you should contact the Seller.

9. A Seller has notified me that I cannot get a refund. What can I do?

If a Seller notifies you that your product is not eligible to be returned or refunded (for example, because the Seller believes the product you have returned is not faulty or that it has been damaged), you can apply to TikTok Shop to have this decision reviewed. To do this, contact TikTok via the “Refund Details” page within 10 days of receiving a notification from the Seller; or use the “Help” button on the “Order Details” page on TikTok Shop. TikTok Shop Customer Service will then investigate and will work with all parties to resolve the dispute. Please note that this does not limit your legal rights in any way, including your right to complain to a Seller.
In short: If a Seller has notified you that you cannot get a refund, you can have the decision reviewed by contacting TikTok Shop.

10. I have not received my order or my delivery has been delayed. What can I do?

If you have not received your product within the period of time stated by the Seller, you can contact TikTok Customer Service or the Seller directly to organise delivery within an additional appropriate period of time. If the Seller fails to deliver the product within this additional period of time, you may be entitled to cancel the order and obtain a refund. We will investigate the issue with the Seller and/or courier, where applicable. Once the issue has been investigated, you may also be eligible for a refund.
In short: If you have not received your order on time, you can contact TikTok Shop Customer Service or the Seller.

11. I have placed an order but it has now been cancelled. What can I do?

Your order may be cancelled for the reasons set out in the UK: Seller Terms of Sale which include, for example, if you do not make any payment when it is due or you do not, within a reasonable time of asking, provide the Seller with information that is necessary to provide your order (e.g. you do not provide your correct address). You will be given notice of such cancellation via email or in-app notification. You will be refunded the amount you paid for the product, including any delivery fees, to the payment method you used to purchase the product within 14 days from the date of this notice.
In short: In certain circumstances, the Seller can cancel your order and refund any amounts you paid.

12. What customer support is available to me?

    1. As a reminder, TikTok does not sell products through TikTok Shop. TikTok allows Sellers to promote and sell products on TikTok Shop and the contract of sale for products is always solely between you and the Seller.
    2. If you have an issue or dispute relating to your product, you should contact the Seller through the app (using the "Contact Seller" button).
    3. If you have an issue or dispute with TikTok relating to TikTok Shop, please contact us via the "Contact Us" button. Please see our UK: TikTok Shop Terms of Use to find out more.

In short: If you would like to raise an issue or dispute about a product, contact the Seller. If you would like to raise an issue or dispute about TikTok Shop, contact TikTok Shop Customer Service (see sections 10.2 and 11 of our UK: TikTok Shop Terms of Use for more detail).