Return Policy Page

1 Overview

1.1 Introduction

The clear purpose of formulating the "TikTok Store Buyer Order Cancellation, Return and Refund Rules" is to:

Create a positive TikTok store shopping environment;

Provide buyers with a trustworthy shopping experience.

All sellers must abide by relevant rules when selling goods on TikTok Shop.

1.2 Scope of application

This rule applies to all sellers, buyers, and orders on your TikTok store. The platform welcomes sellers to formulate their own order cancellation policies, but the following conditions must be met:

Sellers must abide by TikTok store rules.

All seller policies must comply with at least these rules, or better.

All conditions or terms in a seller’s order cancellation, return, and refund rules must be clearly displayed on the product details page and visible to buyers before placing an order. Sellers must also ensure that all order cancellation policies comply with local consumer statutory rights.

These rules will be updated regularly. It is the seller's responsibility to review these rules periodically to ensure that they are in compliance with the latest rules.

Section 2 of this policy applies to sellers using TikTko store services.

Cancellation of order due to payment failure (see clause 2.3.2)

Cancellation by the Buyer for non-commercial reasons (including "change of mind") (see clause 2.3.3)

The order is automatically canceled due to logistics problems with the logistics provider (see Article 2.3.4)

Cancellation of order for other reasons (see clause 2.3.6)

Product return shipping charges (see Section 2.4.3.3)

Buyer returns upon delivery ("Quick Refund") (see Section 2.4.3.4)

General rules for “change of mind” returns (see Section 2.4.5.1)

Definition of defective goods (see Section 2.4.7.1)

Defective Goods Dispute Resolution (see Section 2.4.7.2)

Logistics problems caused by logistics providers (see Section 2.4.8.1)

Packaging damaged (see section 2.4.10)

Article 3 of these rules applies to sellers who do not provide pre-sale services.

1.3 Order cancellation and returns

Buyers have a number of legal rights to cancel orders, return items, and/or obtain refunds. These rights are effective when Buyer places an order and will remain available to Buyer after receipt of the order.

TikTko Shop offers different order cancellation and return management processes depending on the status of the product order/shipment.

In this rule:

Clauses 2.3 and 3.2 (Order Cancellation) apply to orders whose status has not been updated to "Pending Shipment - Awaiting Collection".

Clauses 2.4 and 3.3 (Post-shipment returns and refunds/remedies) apply to orders whose status is updated from "shipped" to "delivered".

2. After-sales rules for pre-sale models

Pre-stocking is a service provided by TikTko Shop to help sellers manage inventory, fulfill orders, and provide support for order cancellations, refund returns, and refund requests.

2.1 Inventory management (pre-stock mode)

Sellers using the TikTko Store Reserved Inventory service can store inventory in Reserved Inventory. The TikTko store will use this inventory when fulfilling seller orders. Sellers can manage inventory through the "Supply Chain System" tab of "Seller Center" and track the order shipping status (such as "shipped").

2.2 Shipping process (pre-stock mode)

This section introduces the shipping process, covering the entire process from the buyer placing an order to preparing the goods and sending the order to the logistics provider.

2.2.1 Order confirmation (reserve mode)

After a buyer places an order through TikTko Shop, TikTko Shop will check the order to check whether the items in the order are in stock, whether they can be sold and delivered to the buyer. If the TikTko store finds that the seller's order has not been fulfilled and shipped within 48 hours, the TikTko store will issue a warning to the seller in accordance with the "Seller Rules". Sellers will receive mall notifications in "Seller Center" and TikTko respectively.

2.2.2 Packing and packaging (preparation method)

TikTko Shop will use integrated logistics providers to handle picking and packing and shipping orders to buyers. If the item is damaged, the buyer does not need to return the physical item to receive a refund.

2.2.3 Deliver the package to the logistics provider (prepared goods mode)

The TikTko store will complete the packaging within 1 working day after the buyer places the order, and update the order status in the "Supply Chain System" to "Ready for Shipment". The logistics provider will be notified of the order status update and will collect the seller's package within 48 hours. Once the package is shipped to the buyer, the logistics provider will update the order status to "Shipping" under the "Manage Orders" tab in Seller Center; this process must be completed within 120 hours of receipt of the order.

TikTko Stores will only use integrated logistics providers approved by TikTko Stores when fulfilling orders.

2.2.3.1 Additional requirements

TikTko stores will guarantee the following:

Have the correct logistics provider pick up your package.

Within 120 hours after receiving the order, update the order status in the "Seller Center" to "Shipping".

2.2.4 Check delivery status (pre-stock mode)

TikTko Shop is responsible for the entire shipping process from shipment to shipment confirmation. Sellers can also track delivery status through the Manage Orders tab in Seller Center.

2.2.4.1 Final order status (reserve mode)

After getting the receipt, TikTko Shop will update the order status to "Shipping" in "Seller Center".

2.3 Order cancellation (pre-sale mode)

Note: Article 2.3 applies to orders whose order status has not been updated to "Pending Shipment - Waiting for Pickup". For orders whose order status is updated to Shipped, please see Section 2.4 (Post-shipment Returns and Refunds/Remedies).

2.3.1 General rules

Here are the general rules for TikTko stores regarding order cancellations:

2.3.1.1 Buyer order cancellation (reserve mode)

After completing the payment, the buyer can cancel the order before the order status is updated to "Pending Shipment - Waiting for Pickup".

If the order status has been updated to "Pending Shipment - Waiting for Pickup", the buyer can contact TikTko customer service to cancel the order. TikTko customer service will decide whether the order can be canceled based on the situation. If the order cannot be canceled because the logistics provider has already collected the package, TikTko customer service will advise the buyer to apply for a return and refund after receiving the goods.

If more than five (5) business days have passed since the order was paid, and the order status is still "Pending," the buyer may select "Slow Shipping" as the reason for order cancellation.

2.3.1.2 Warehouse order cancellation (reserve mode)

TikTko stores can cancel orders before the order status changes to "shipped."

If the buyer fails to pay within the time specified by the seller or the platform (whichever is the actual situation), the order will be automatically canceled.

The TikTko store will process all order cancellation requests within two (2) business days.

If TikTko Shop does not take any action on the seller's order cancellation or refund request, the platform will automatically approve the pending request.

2.3.2 Order cancellation due to payment failure

In some cases, orders may be canceled due to payment failure (such as credit card chargeback) or false purchase behavior by the buyer.

In this case, TikTko Shop will notify the seller in Seller Center and alert the seller via email when the order is cancelled. Sellers only need to confirm that the order has been canceled in Manage Orders, and no further action is required.

2.3.3 Buyer cancels order due to non-commercial reasons (including "change of mind")

If a buyer changes their mind and decides to cancel their order, they can select the appropriate cancellation reason below.

unnecessary.

Delivery information is incorrect.

Order creation error.

There are cheaper options.

The discount is not as good as expected.

Shipping is expensive.

If the buyer changes his or her mind after the order status is updated to "shipped", the following "Returns/Refunds" rules (Section 6) will apply.

2.3.4 Orders are automatically canceled due to logistics problems of the logistics provider

If the logistics service provider notifies TikTko Shop that the order package is lost or damaged during shipping, TikTko Shop will automatically cancel the order.

The TikTko store will then immediately refund the buyer and reimburse the seller for lost or damaged orders.

2.3.5 Automatically delete orders

TikTko Store reserves the right to automatically cancel orders under certain circumstances.

If the tracking status ("Shipped"/"Ready to Ship") of a pending order has not been updated after 3 calendar days, the TikTko store will automatically cancel such order.

If the status of a paid order is not updated (in Seller Center) to "Shipping" within 7 calendar days of order placement, the TikTko store will automatically cancel the order.

For orders canceled by the TikTko store, the payment amount will be refunded to the buyer.

2.3.6 Cancellation of orders for other reasons

TikTko stores may also cancel orders due to the following circumstances:

TikTko Shop has reason to believe that selling such an order would violate applicable law (including any relevant security requirements) or may infringe the rights of any third party.

Buyer experience needs to be protected.

Buyer does not pay for the order in full or provide shipping address information prior to packaging and/or shipping.

Order lost in transit.

The order was not shipped according to shipping requirements or deadlines.

The TikTko store has reason to suspect unusual and/or fraudulent activity.

2.4 Post-shipment returns and refunds/remedial measures (pre-stock model)

NOTE: Clause 2.4 applies to orders whose order status is updated to "shipped". For orders whose order status has not been updated to "shipped", please see Section 2.3 (Order Cancellation).

The following general rules regarding returns and refunds apply to sellers using the pre-stocking service.

2.4.1 Returns and Refunds (Pre-Stock Model)

Returns and refunds initiated by buyers after the goods have been shipped are also called "post-sales" requests.

During the period when the logistics status is updated from "shipped" to "delivered", buyers can submit a return/refund application through the TikTko store. Within thirty (15) calendar days after the logistics status is updated to "Delivered", buyers can also submit a "Return/Refund" request through the TikTko store.

The buyer may apply for return in accordance with the provisions of Article 2.4.

Apply for return/refund within 30 days after shipment: From the time the logistics status is updated to "shipped" to thirty (15) calendar days after it is updated to "shipped", the buyer can file a return/refund through the TikTko store Fund application.

Return/refund application for shipments exceeding 30 days: If the buyer still wants to lodge a complaint after the order has been shipped for more than 15 days, the buyer can click on the relevant order in the App to communicate directly with customer service.

2.4.2 "Refund only" application (pre-sale mode)

Buyers can request a refund if they don't receive their order within 48 hours of the estimated delivery date. In this case, TikTko Shop does not need to review the refund application, the platform will review and approve the refund. NOTE: If an order is delayed (i.e., "backordered"), the buyer may only initiate a "refund only" refund request after 48 hours of the estimated delivery date.

TikTko Shop will bear the refund costs, and the refund will be compensated to the seller within 2 to 7 natural days.

2.4.3 “Refund only” application approval (pre-stock mode)

"Refund Only" requests (for orders fulfilling pre-stock service) will be handled by the TikTko Store Customer Service team. The customer service team will decide whether to approve the refund request based on tracking information (which can show that the package is still on its way even after the estimated delivery date) and other supporting documentation. After the application is processed, the seller can view the application results on the "Supply Chain System" page.

Please note that TikTko Shop reserves the right to require sellers/buyers to submit any other relevant supporting materials, including logistics manifests, receipts, photos and videos, to help them make reasonable refund review decisions.

Sellers may also need to submit the following additional information:

Proof that the package has been delivered to the correct logistics provider.

Logistics provider/logistics details such as dispatch date, time and location.

Other certification materials that can indicate the quality and condition of the packaging of the goods.

2.4.4 Return and refund processing (TikTko store customer service)

If the buyer files a return/refund application, TikTko store customer service will properly handle the relevant application on behalf of the seller.

2.4.4.1 Refund/Return Application

After the buyer submits a return application, he or she needs to wait for the application to be reviewed and approved before the product can be sent back. Approval of a return request does not mean approval of the buyer's refund request. The seller/TikTko store can decide whether to issue a refund at its own discretion after receiving the returned item, unless the item complies with the "refund without return" rule (see Article 2.4.4.5).

TikTko stores reserve the right to automatically approve all buyer return/refund requests, with the following exceptions:

Return and refund requests for the following product categories:

Items manufactured to the buyer's specifications or expressly customized

Items that may spoil quickly or expire and are not suitable for return (such as flowers or food)

trading cards

For the above exceptions, TikTko Shop customer service will manually review all returns/refund requests within two (2) calendar days after the buyer submits the request.

TikTko store customer service will not reject or approve a buyer's return/refund request without legitimate reasons.

2.4.4.2 Basic rules for returns

Returns apply to individual items. If an order contains multiple items, the buyer may return these items individually and/or partially return multiple items within 30 days of receipt.

Buyers must ensure that the returned items are correct. If a buyer accidentally sends the wrong item, please contact TikTko store customer service as soon as possible. The TikTko store cannot guarantee that the item will be found and returned. Please note that we will not compensate you if a buyer returns the wrong item.

Buyers must return goods within fourteen (14) calendar days after receiving the return application, otherwise the platform will close the return application.

If the buyer arranges their own return, the buyer must upload the shipping information required for the return (via the TikTko Store App) within fourteen (14) calendar days after the return/refund request is approved.

If the buyer returns via Points Shipping, the buyer does not need to upload return shipping information in the TikTko Store app. This process will be completed automatically by the logistics provider.

TikTko Shop will fully refund the product price and shipping costs paid by the buyer in accordance with the "Seller Sales Agreement".

Subject to the TikTko Store's applicable penalty policy, if a seller's account is terminated where applicable, all refund requests submitted by buyers will be processed by the TikTko Store. TikTko Shop has the right to handle related refund requests on its own to protect the interests and rights of buyers.

2.4.4.3 Product return shipping charges

If the seller is the at-fault party in a buyer's refund/return request (i.e., the merchant is responsible for the return), the seller must bear the return shipping costs. The reasons why merchants assume responsibility for returns include (but are not limited to) the following:

Shipping fake goods.

The seller shipped a defective or faulty item.

This product does not match the description in the listing.

If the buyer requests a refund/return due to logistics provider reasons (such as the package being damaged during transportation), the seller should handle it in accordance with the process specified in Article 2.4.9.1.

If a buyer returns an item due to a "change of mind," return shipping costs may be borne by the buyer, the TikTko store, or the seller. See Section 2.4.5.1 for more details.

2.4.4.4 Buyers can return goods at the time of delivery (“Quick Refund”)

Some buyers may be able to receive a refund after returning the item to the designated delivery location. For these types of returns, the seller does not need to wait until receipt of the return before approving the refund request.

After the buyer returns the item to the delivery location, TikTko Shop will automatically approve the refund request. Refunds will be made to the buyer's original method of payment.

Please note that the "ship with credit" refund method is not applicable to items with a sales price of more than $90 (inclusive).

If a seller is dissatisfied with the condition of a returned item, he or she can file an appeal in Seller Center.

2.4.4.5 Automatic refund without return

Refund without Return is an TikTko Shop feature designed to help sellers automatically agree to buyer refunds or refund requests without requiring buyers to return items. According to the value of the returned goods, "refund without return" can be divided into two types: refund without return automatically implemented by the platform and refund without return configured independently by the seller.

Automatic execution

Seller self-management

Refunds automatically executed by the platform will not be returned

If the refund amount of the product is less than $15 (inclusive), the refund without return function will be automatically enabled.

In this case, the refund amount is the total price the buyer paid for the item plus return shipping.

Given that refunds and non-returns will be performed automatically, TikTko Shop will issue compensation to sellers to protect sellers from any losses as much as possible.

The amount of compensation will be determined based on the following factors: the reason for the return (i.e. buyer's or seller's fault), the price of the item in question, and which party is responsible for the associated return shipping costs.

Note: If an item is returned due to the seller's fault, the return shipping costs (in which case the seller is responsible) will be deducted from the amount refunded to the seller.

TikTko Store reserves the right to adjust or withdraw this at any time. We may also take punitive action against sellers who abuse this benefit.

If the seller wants to appeal against automatic refunds and non-returns, the seller can go to the "Help Center" in the "Seller Center" to appeal.

Refunds configured by the seller themselves will not be refunded.

If the item's refund value is more than $15, you have the option to set up a refund without returning it.

Sellers who want to enable refunds and non-returns can set this up through the "Automated Processing Solutions" button under the "Manage Returns" tab in "Seller Center."

Sellers can set their own rules for product categories, return reasons, or refund scope. Sellers can set multiple rules for different types of refund requests.

When the buyer's return/refund application complies with the refund and non-return rules set by the seller, the refund and non-return plan for the relevant products will be triggered.

important hint

Sellers are responsible for the refund and non-return rules they establish and manage. TikTko Shop does not accept any appeals from sellers regarding automatic refunds and non-returns due to incorrect rule settings or incorrect rule editing.

Use of the Seller-Managed Chargeback No Return feature is entirely at the Seller's risk, and Sellers must comply with all applicable laws when using this feature.

Any fees incurred due to the seller-administered no-return rule will be fully borne by the seller and will not be subsidized in any way by the TikTko store.

2.4.5 Returns and refunds if the buyer “changes his or her mind” (pre-order model)

2.4.5.1 General rules for “change of mind” returns

"Change of mind" returns are allowed on certain types of eligible merchandise. Returns of these items must comply with the following rules:

If the order status is "shipped"

The buyer can apply for a return under the statutory "right of withdrawal" after paying for the order.

According to the return rule in Article 2.4.4, goods requested to be returned while the order is in transit should be returned to the seller within 14 days after the order status is updated to "shipped".

TikTko stores do not automatically issue refunds for "change of mind" returns while the order is still in transit.

If the order status is "shipped"

After the order status changes to "shipped", the buyer can apply for a return within 30 calendar days.

If the request complies with the seller's return policy, the buyer must return/ship the item to the seller to receive a refund.

Return shipping costs are borne by the buyer, except in the following circumstances:

The seller stipulates otherwise;

Or TikTko Shop provides free return service for buyers.

If the item is a "heavy or bulky" item (weighs more than 15kg) or is worth more than $1,500, the item is not eligible for the free returns offered by the TikTko store. In this case, the seller is responsible for arranging a free return for the buyer.

If the buyer arranges the return by himself, after the return/refund application is approved, the buyer must upload the shipping information required for the return (apply through the TikTko store) within fourteen (3-7) calendar days, otherwise the platform will close the return ask.

2.4.5.2 Products Eligible for “Change of Mind” Refunds

Qualifying products are products that do not fall into one of the following categories*:

Items that are not suitable for return because the product packaging has been opened and/or due to health or hygiene concerns (e.g. cosmetics, earrings, personal care products, baby products, feminine hygiene products, and intimate apparel such as underwear and swimwear where the hygienic seal packaging has been damaged)

Audio, video or computer software products with broken security seals

Items manufactured to the buyer's specifications or expressly customized

Items that may spoil quickly or expire and are not suitable for return (e.g. flowers)

open trading card

*If the above items are returned unopened or in intact condition, a 'change of mind' refund may be requested, subject to the buyer's legal rights. Because the ability to request a "change of mind" refund depends on the condition of the item, sellers must allow buyers to return the item for inspection after receipt. Final refunds are at the sole discretion of the seller, unless the product is eligible for refund and non-return (see clause 2.4.4.5).

Sellers can customize policies for categories that do not support returns. However, you must ensure that it meets the following conditions:

The policy for all non-returnable items must be clearly displayed and must be confirmed by the buyer when placing the order.

All seller return policies must comply with applicable consumer laws.

2.4.5.3 Refunds for “change of mind” returns

If an item is returned because the buyer changed his or her mind, the seller must refund the buyer the purchase price of the item. Depending on how the item was shipped, the seller may also be required to refund shipping costs to the buyer.

If the item is shipped to the buyer via "TikTko Shipping", TikTko Shop will refund the shipping fee paid by the buyer.

2.4.6 Product issues (pre-order mode)

If the delivered goods do not comply with the sales contract, the buyer can choose any of the following reasons when submitting a "Return/Refund" request:

The product does not match the seller's description.

The item is defective or does not work.

TikTko Shop customer service will respond to the buyer's relevant application within two (2) calendar days after the buyer submits the return/refund application.

2.4.7 Product inconsistencies or errors (pre-stock mode)

If the buyer finds that there are physical differences between the goods shipped by the TikTko store and the ordered goods, they can select "the product does not match the description" or "the wrong product was sent" as the reason for the return/refund when making a return/refund. File a "return/refund" request. Buyers may be required to attach supporting documentation when submitting such a request.

Items with physical differences include, but are not limited to:

The product does not match the description on the seller's product details page.

It has nothing to do with the product.

Products with incorrect color, shape, technical features, brand, etc.

2.4.8 Defective products (reserve mode)

If the buyer finds that the goods delivered by the TikTko store are damaged or defective, the buyer can select "the goods are defective or unusable" as the reason for return/refund when making a "return/refund" application. When submitting a refund request, buyers may be required to attach relevant supporting documentation.

If the buyer files a valid complaint under local consumer law, the seller must approve the buyer's return request and:

Refund the purchase price (including all shipping charges);

or replace the defective item with a new item with the same or better features or specifications (free of charge).

2.4.8.1 Definition of defective products (pre-stock mode)

Goods considered defective include, but are not limited to:

The item is damaged or broken.

Products with substandard quality/performance due to design flaws or product safety issues.

Products that do not meet the buyer's purpose of purchase.

Any other product that negatively affects Buyer's use and product safety.

2.4.8.2 Defective product dispute resolution (preparatory goods mode)

If a return request is disputed due to a defective item, the seller is responsible for:

Prepare and submit relevant supporting documentation to prove that the merchandise complies with the sales contract.

Prepare and submit documentation of required safety/compliance standards, including but not limited to product authenticity and logistics terms.

If the dispute escalates, TikTko Shop may initiate a dispute handling process and require the seller and buyer to provide supporting documents for case investigation.

If the buyer files a valid complaint under local consumer law, the seller must approve the buyer's return request and:

Refund the purchase price (including all shipping charges);

or replace the defective item with a new item with the same or better features or specifications (free of charge).

2.4.9 Logistics issues (pre-inventory mode)

2.4.9.1 Logistics problems caused by logistics providers (pre-inventory mode)

In some cases, logistics issues may be caused by the logistics provider (such as a package lost or damaged in transit). If a cross-border seller believes that logistics problems are caused by the logistics provider, they can submit a work order in the help center and file a claim with the logistics provider. The TikTko store will then investigate and decide whether to approve the request. Please note that it is the seller's responsibility to provide required supporting materials, if any.

If the cross-border seller's claim is approved, the seller will be compensated within five (5) working days (except in special circumstances).

2.4.9.2 Buyer’s obligations (pre-stocking model)

If the buyer has confirmed receipt of the package, he should not make a "return/refund" request on the grounds of "not receiving the package". Please note that this does not include situations where the seller misleads or uses deceptive language to ask the buyer to confirm receipt of the goods.

If the seller believes that the buyer is abusing the "Return/Refund" function, you can submit a work order in the Seller Center and select the reason "Complain - Complain against Buyer".

IMPORTANT NOTE: TikTko Customer Service will handle all post-sale inquiries, including logistics issues for sellers using the pre-sale service.

2.4.10 Packaging damaged (pre-order mode)

If a package arrives with damage in transit (e.g. broken seals, stains, defective stitching, etc.), TikTko Shop will contact the logistics provider and ask for factual evidence that the package was delivered and received correctly.

2.5 Buyer disputes (pre-inventory mode)

To learn more about TikTko store after-sales dispute resolution services, please refer to the "TikTko Store After-sales Dispute Escalation and Handling Rules".

3. After-sales rules for non-pre-sale models

3.1 Type of transportation

TikTko stores offer two shipping types available.

"TikTko Shipping" refers to the type of shipment fulfilled by TikTko stores.

"Seller-shipped" refers to the shipping method in which the seller chooses his or her own logistics provider to fulfill the order. This type is only available to selected sellers.

3.2 Order cancellation

Note: Clause 3.2 applies to orders whose order status has not been updated to "Pending Shipment - Awaiting Pickup". For orders whose order status is updated to Shipped, please see Section 3.3 (Post-shipment Returns and Refunds/Remedies).

There are several steps that all sellers must follow to complete the shipping process. Below are the requirements for each step.

All cross-border sellers must follow several steps to complete the shipping process. Below are the requirements for each step.

3.2.1 General rules

Here are the general rules for TikTko stores regarding order cancellations:

3.2.1.1 Cancellation of orders by sellers and buyers (general rules)

After completing the payment, both the buyer and the seller can cancel the order, and the order status will be updated to "Pending Shipment - Waiting for Pickup".

Sellers and buyers can communicate before canceling an order. Sellers are prohibited from using abusive or threatening language. However, if the seller believes that the buyer is abusing the order cancellation process, he or she can submit a complaint ticket in Seller Center and select the reason "Complaint - Complaint against buyer".

3.2.1.2 Seller order cancellation (general rules)

Sellers can cancel an order before the order status changes to "shipped" under the following circumstances:

The buyer has not made any related payments when the order expires.

Buyer fails to provide Seller with information required to fulfill the order (within 72 hours of Seller's request) (such as Buyer's shipping address).

The price is clearly wrong (a buyer would have discovered the price was clearly wrong if they had made reasonable inferences). For example, a new TV costs just £5.

The seller's related product inventory suffered unforeseen inventory damage, resulting in the product becoming unsaleable.

3.2.1.3 Cancellation of Buyer’s Order (General Rules)

Buyers can cancel the order before the order status changes to "Pending Shipment - Waiting for Pickup".

If the delivery type is TikTko Delivery,

Buyers do not need seller approval to cancel an order until the order status changes to "Pending Shipping - Awaiting Pickup."

If the delivery type is self-delivered by the seller,

Cancellation by a buyer within one (1) hour of order placement does not require seller approval.

If the order takes more than one (1) hour, the buyer needs to submit an order cancellation request and obtain the seller's approval.

All sellers must process all order cancellation requests within two (2) business days.

If the seller does not take any action on the order cancellation or refund request, the platform will automatically approve the request.

If the order shipping type is self-shipped by the seller and the order payment takes more than one hour, the buyer can still cancel before shipping. But in this case, the buyer must submit an order cancellation request and obtain the seller's approval.

If an order takes more than five (5) calendar days to pay and the order status remains "Pending," the buyer may select "Slow Shipping" as the reason for order cancellation.

3.2.2 Seller order cancellation

The following are the rules for TikTko store sellers to cancel orders:

If an item cannot be sold due to out-of-stock or unforeseen inventory damage, the seller can notify the buyer and cancel the order.

All order cancellations must be promptly notified to the buyer via on-site notification. All notifications must be in the buyer's language and explain the reason for order cancellation.

If a cross-border seller cancels a paid order, the buyer is entitled to a refund. However, sellers are not allowed to ask buyers to cancel orders due to insufficient inventory/inventory problems.

Sellers should also be aware that any unilateral cancellation of orders may result in negative reviews from buyers. Additionally, the Seller may delay fulfillment of an order based on communication if the Buyer expressly agrees to be able to wait for a specific period of time.

Sellers should note that TikTko Shop may investigate and take action under the following circumstances:

The platform detected frequent order cancellations.

The platform suspects that the seller has violated platform policies/rules.

The platform suspects that the seller is committing fraud.

3.2.3 Automatically delete orders

TikTko Store reserves the right to automatically cancel orders under certain circumstances.

3.2.3.1 TikTko Shipping

If the status of a paid order is not updated (in Seller Center) to "Shipping" within 7 calendar days of order placement, the TikTko store will automatically cancel the order.

For orders canceled by the TikTko store, the payment amount will be refunded to the buyer.

Sellers will receive daily reminders updating their pending order status before canceling an order on their TikTko store.

3.2.3.2 The seller delivers the goods himself

If the status of a paid order is not updated (in Seller Center) to "Shipping" within 7 calendar days of order placement, the TikTko store will automatically cancel the order.

If the order has been in "shipped" status for 30 calendar days without any logistics timestamp information being updated, the platform will also automatically cancel the order.

For orders canceled by the TikTko store, the payment amount will be refunded to the buyer.

Sellers will receive daily reminders updating their pending order status before canceling an order on their TikTko store.

3.3 Returns and refunds after shipment

NOTE: Clause 3.3 applies to orders whose order status has been updated to "shipped". For orders whose order status has not been updated to "shipped", please see Section 3.2 (Order Cancellation).

Cross-border sellers must adhere to the following general rules regarding returns and refunds.

3.3.1 Returns and Refunds

Returns and refunds initiated by buyers after the goods have been shipped are also called "post-sales" requests.

During the period when the logistics status is updated from "shipped" to "delivered", buyers can submit a return/refund application through the TikTko store. Within thirty (thirty) calendar days after the logistics status is updated to "Delivered", buyers can also submit a "Return/Refund" request through the TikTko store.

The buyer may apply for return in accordance with the provisions of Article 3.3.

Apply for return/refund within 30 days after shipment: From the time the logistics status is updated to "shipped" to thirty (30) calendar days after it is updated to "shipped", the buyer can file a return/refund through the TikTko store Fund application.

Apply for return/refund more than 30 days after delivery: If the buyer still wants to complain after more than 30 days of delivery, he can click on the relevant order in the App to communicate directly with the seller or apply for buyer support

3.3.2 Return and refund processing

If a buyer files a return/refund request, cross-border sellers must comply with the following requirements to properly handle the request.

3.3.2.1 Refund/Return Application

After the buyer submits a return application, he or she needs to wait for the application to be reviewed and approved before the product can be sent back. Approval of a return request does not mean approval of the buyer's refund request. The Seller may decide whether to issue a refund after receiving the returned item, unless the item complies with the refund and no-return policy (see Section 3.3.2.4).

TikTko stores reserve the right to automatically approve all buyer return/refund requests, with the following exceptions:

Return and refund requests for the following product categories:

Items manufactured to the buyer's specifications or expressly customized

Items that may spoil quickly or expire and are not suitable for return (such as flowers or food)

trading cards

With the above exceptions, sellers must manually review all return/refund requests within two (2) business days of the buyer submitting the request. If the seller fails to approve or reject the Seller Center application within the specified time, TikTko Shop will automatically approve the application and allow the buyer to continue the return.

Cross-border sellers are not allowed to reject buyers’ return/refund applications without justifiable reasons.

3.3.2.2 Basic rules for returns

The following basic rules apply to all returns:

Returns apply to individual items. If an order contains multiple items, the buyer may return these items individually and/or partially return multiple items within 30 days of receipt.

Buyers must ensure that items returned are correct and complete. If a buyer accidentally sends the wrong product, please contact the cross-border seller as soon as possible. Neither cross-border sellers nor TikTko stores can guarantee that items will be found and returned. Please note that we will not compensate you if a buyer returns the wrong item.

Buyer must return items within fourteen (14) calendar days of receipt of the return request or the return request will be closed.

If the buyer returns via Points Shipping, the buyer does not need to upload return shipping information within the TikTko Store app. This process will be completed automatically by the logistics provider.

After the buyer uploads the return shipping information, the cross-border seller must confirm receipt of the returned goods in the cross-border seller center.

If the seller takes no action in Seller Central (whether a refund or rejects the return) within two (2) business days of the return item being delivered, the TikTko store will automatically approve the return request.

If a return is lost and the seller fails to receive the returned item, the seller can submit a compensation request through the Help Center page in Seller Central.

The Seller must refund the full amount paid by the Buyer for the item in accordance with the Terms of Service.

If the return is not received, the seller may choose to refund the buyer. However, the seller must accept the risks or losses associated with this decision.

Subject to the TikTko Store's applicable enforcement policies, all refund requests submitted by buyers will be processed by the TikTko Store if the seller's account is terminated, where applicable. TikTko Shop has the right to handle related refund requests on its own to protect the interests and rights of buyers.

3.3.2.3 Automatic refund without return (Seller Center Tool)