Returns and refunds for sellers

Who

Sellers (shops) on TikTok Shop Japan. Covers return and refund requests that buyers can submit within 30 calendar days after an order is marked “Delivered”, and the post-sale disputes that follow. Order cancellations before shipping are not covered on this page.

1. A request comes in
   Approve or reject within 2 business days

   If you don't respond (don't dispute it), the refund is approved automatically. Requests appear in Seller Center under [Orders] > [Manage returns/refunds] > [To process]. Buyers can request within 30 calendar days after the order is marked “Delivered”.

2. You approved the return
   The buyer enters the return shipping details

   The deadline is 14 calendar days from approval or 30 calendar days from delivery, whichever is later. If they don't, the request closes automatically.

3. The buyer shipped the return
   If you don't receive it within 14 calendar days, the buyer is refunded automatically

   If the returned item is lost or delayed in transit, you can contact platform support for compensation.

4. The returned item arrived
   Inspect it and approve or reject within 2 business days

   If you don't, it's approved automatically. You can reject it if the item is in poor condition (damaged, missing pieces, missing parts, etc.).

5. You rejected the request
   The buyer can resubmit within 48 hours, or file a dispute with TikTok Shop

   The dispute deadline is 7 calendar days after a return or refund-only request is rejected, and 2 calendar days after a refund is rejected once the seller has received the returned item.

We couldn't find an official definition of whether “business days” exclude weekends and holidays. The policy also says the platform may automatically approve some return and refund requests at its discretion (you can still appeal when you receive the item, or if the buyer didn't return it).

TikTok Shop decides which reason applies by reviewing the documents submitted (the policy says it does so at its sole and absolute discretion). Missing the seller-fault return/refund rate target has no direct penalty, but it can affect decisions made through your overall shop performance, such as whether you can get shorter settlement periods.

1. Open the returns/refunds screen at least every 2 business days

   [Orders] > [Manage returns/refunds] > [To process]. There's a 2-business-day deadline both when a request comes in and when you receive a returned item.

2. Before shipping, keep a video or photo with the shipping label and the item in the same frame

   This is the evidence the official policy asks for in post-sale disputes. You must submit it within 24 hours when asked, and if you can't, the buyer's claim may be upheld.

3. Check whether your products can be returned for change of mind, and under what conditions

   Clothing and shoes must be unused, tagged, in the original packaging and without signs of wear (trying on is fine). Underwear, almost all food and beverages, supplements, used items and more can't be returned for change of mind.

4. Check your seller-fault return/refund rate every week

   The target is below 1.5%. See Seller Center under [Account health] > [Store rating], in the product satisfaction section, where you can also see the top return reasons and products.

• Within 30 calendar days after the order is marked “Delivered”
• Even after 30 days, if the item is damaged, defective or not as described, buyers can open a ticket with TikTok Shop under the Buyer Protection program within 90 calendar days of receiving it (earrings, air conditioners, trading cards, electric toothbrushes, contact lenses, car batteries and more are excluded)
• Even if you reject a request, the buyer can edit and resubmit it within 48 hours

Some categories, such as certain foods, can't be returned at all and are refunded without returning the item (fresh and frozen food, dairy, baby food, underwear and socks, etc.; the official table says it isn't exhaustive).

• Don't reject requests without a valid reason
• You can reject a return if the returned item is in poor condition (damaged, missing pieces, missing parts, etc.)
• You can reject a change-of-mind return if it doesn't meet the conditions
• You can refund without receiving the return; in that case, you bear the risk of not getting the item back
• Refund exactly the amount the buyer paid

For returns eligible for speed refunds, the buyer is refunded as soon as the item is scanned at a drop-off point or at pickup, with no seller approval needed. The eligibility criteria may change at the platform's discretion. If there's a problem with the item's condition, you can appeal through Seller Center within 14 calendar days from the day an appeal becomes possible.

Buyers can file a dispute with TikTok Shop over requests the seller rejected. TikTok Shop acts as a neutral arbiter and rules based on both sides' documents.

• When asked, submit documents supporting your position within 24 hours
• The evidence the official policy asks for is a packing video or photo that clearly shows the shipping label and the actual item in the same frame. If you can't provide it, the buyer's claim may be upheld
• TikTok Shop aims to notify both sides of its ruling within 72 hours of receiving all requested documents
• If you disagree with the ruling, you can appeal through Seller Center within 48 hours of the notice
• If you don't carry out a ruling in the buyer's favor (refund, replacement, sending missing items, etc.), the amount is automatically deducted from the money in your account. Any shipping costs are borne by the seller

• Asking the buyer to cancel an order
• Offering or processing returns or refunds outside TikTok Shop
• Changing return or refund terms to the buyer's disadvantage after the order is confirmed
• Offering refunds or other rewards in exchange for positive reviews
• Sending messages that threaten or pressure buyers who request returns or refunds
• Putting notes in the package that ask for high ratings or say returns are possible in exchange for perks

1. TikTok Shop Customer Order Cancellation, Return and Refund Policy (TikTok Shop顧客注文のキャンセル、返品及び返金に関するポリシー)TikTok Shop Academy (Japan), updated Jul 31, 2026 / Confidence: High
2. Returns and refunds (返品と返金)TikTok Shop Academy (Japan), updated Jun 26, 2025 / Confidence: High
3. Change-of-mind returns (「不要になった」商品の返品)TikTok Shop Academy (Japan), updated Jun 9, 2025 / Confidence: High
4. TikTok Post-Sale Dispute Escalation Policy (TikTok販売後紛争上申処理ポリシー)TikTok Shop Academy (Japan), updated Sep 11, 2026 / Confidence: High
5. Seller-fault returns (セラーの過失による返品)TikTok Shop Academy (Japan), updated Aug 5, 2026 / Confidence: High
6. Customer Communication Guidelines (お客様とのコミュニケーションガイドライン)TikTok Shop Academy (Japan), updated May 19, 2026 / Confidence: High
7. Order Shipping Policy (注文品配送ポリシー)TikTok Shop Academy (Japan), updated Jul 6, 2026 / Confidence: High

These could not be confirmed in official materials. We’ll add them here, with a note in the page history, once confirmed.

• Whether “business days” exclude weekends and holidays (how deadlines are counted)
• Which buyers qualify for free returns (when the platform pays return shipping)
• The criteria for returns eligible for speed refunds (the policy says they may change)
• Whether the seller bears the cost when a refund is made under the Buyer Protection program (90 calendar days)
• The criteria for return and refund requests the platform approves automatically at its discretion

URITE, “Returns and refunds for sellers”
https://urite.jp/en/rules/returns (accessed Oct 6, 2026)

• 2026.10.06First published.