How TikTok Shop returns and refunds work for sellers
On TikTok Shop, a request you don’t answer in time is often approved for you — at your cost. These are the deadlines and rules from TikTok Shop’s US Customer Order Cancellation, Return, and Refund Policy.
Cancellation requests: 24 hours
If a buyer asks to cancel and you don’t act within 24 hours, TikTok Shop may approve the cancellation and refund the buyer.
For orders you ship yourself, a buyer can request cancellation before the 2-business-day shipping deadline. To resolve it you must either upload the tracking number or approve the cancellation. Shipping the item without doing either doesn’t close the request.
Return and refund requests: 2–4 business days
- Return requests: you have 4 business days to review. If you don’t act, TikTok Shop may approve automatically. For returnable categories, TikTok Shop may auto-approve return requests anyway.
- Refund-only requests (no return) for items $100 or less: 2 business days.
You can set rules to auto-approve certain requests yourself, which saves time on low-value items.
The buyer’s return window
- By default, buyers have 30 calendar days from delivery to request a return.
- Some qualified sellers can choose their own window: 14 days (some categories), 30, 45 or 90 days.
- TikTok Shop can extend return windows for holidays and promotions, overriding your setting temporarily. You get at least 7 days’ notice in Seller Center.
Refunds are issued at the seller’s cost, unless the policy says otherwise.
Late or lost deliveries
If an order in transit isn’t delivered by the estimated delivery date, the buyer can ask for a refund. If it’s still undelivered 6 calendar days after that date, no return is needed, and:
| Order | Price | Refund approval |
|---|---|---|
| Electronics | $60 and under | Auto-approved by TikTok Shop |
| Electronics | $60.01–$100 | You must approve within 2 business days |
| Non-electronics | $100 and under | Auto-approved by TikTok Shop |
| Any order | Over $100 | Manual approval required |
Shipping on time with tracking is the best protection — see TikTok Shop shipping time.
After the return window: Money-Back Guarantee
Even after the return window closes, buyers can open a case under TikTok Shop’s Money-Back Guarantee within 90 calendar days. If TikTok Shop decides for the buyer, the refund comes from you, and its decisions are final.
Why it matters beyond the refund
Slow return handling can lower your Shop Performance Score and push you to a slower settlement tier — see how long TikTok Shop takes to pay out. Open after-sales requests also hold up payouts until they’re resolved.