Free Returns] MY Free Returns FAQ
1) What is Free Returns?
Free Returns, or Change of Mind returns, allows you to return a product for reasons not related to quality or other issues with the item for a full refund.
You may file for the return under the “Change of mind” reason code. The return must be initiated within the Shopee Guarantee Period.
2) How do I know if an item is eligible for Free returns?
All products with the "Free Returns" flag / promo label are eligible for the Free Returns. This is displayed on item cards and product detail pages throughout the Shopee platform.
3) How do I return my product if I change my mind?
Under "To Receive" Tab, select "Return/Refund" and follow the instructions stated. The return request must be done within 3 days for Marketplace orders and 15 days for Mall orders. You may file for the return under the “Change of mind” reason code.
Click here for a more detailed view of the standard Return and Refund process.
Click here for more information about the Shopee Guarantee Period.
4) What are the items allowed for Free Returns?
All items with the Free Returns flag / promo label are eligible for Free Returns. You may file for the return under the “Change of mind” reason code.
Products that are designated non-returnable, or are in the category blacklist will not be eligible for Free Returns and will not have the flag / promo label.
5) Why don’t I see the “Change of mind” reason code when I try to file for a return?
All items selected for return must have the Free Returns label before the “Change of mind” reason code becomes selectable.
6) How do I ensure that my Free Returns gets accepted?
Change of Mind returns will not be accepted if:
- Original labels/tags have been removed.
- Product has a broken seal (been tampered with) or unauthorised alterations.
- Product is received as a set but return is incomplete.
- Serial numbers are missing.
- Product requires installation or has been installed (e.g. thermal seal has been broken, or product has been installed and taken apart)
- Product is classified as hazardous material or uses flammable liquids/gases.
- Product is a specialty product, which includes:
- Mystery boxes, brand boxes, surprise boxes
- Custom or made-to-order products
- Virtual goods (e.g. e-vouchers)
- Precious metals (e.g. gold, silver, etc.)
- Precious gems (e.g. diamonds, emeralds, etc.)
- Fresh flowers and live plants
- Bulky items (e.g. furniture)
- It is a product that Shopee considers non-refundable.
7) How do I ship my parcel for Return / Refund?
You can ship your parcel via Drop-off method or Self Arrange method. Click here for more details.
8) Can I cancel my return request?
Yes, you will be able to cancel your return request by clicking on the 'Cancel Request' button on the tracking page.
9) Can I still return after clicking “Order Received”?
You can only raise a return/refund request if you have not selected Order Received on the Order Details page. Refer here for more information.
10) Is there a limit to the number of items I can return?
No, there is currently no limit to the number of items or orders that can be filed for Free Returns.
Benefit Free Returns Program Shopee
How does this programme benefit me?
1. Boost your sales
- Grant your buyers peace of mind when they shop with the option to return, converting buyers who:
- Are worried that the product is not what they had expected
- Want to try the product out in person
2. Enjoy marketing exposure and increased sales
- You will have access to dedicated Free Returns marketing assets and have your products promoted as having the Free Returns service
- Shopee may also run promotions exclusive to Free Returns products from time to time
3. Save on Forward and Return Shipping Fee costs for all returns
- The Free Returns Programme can help sellers save additional cost. To know more about Forward Shipping Fee (FSF) and Return Shipping Fee (RSF), refer to here.
4. Orders returned due to Free Returns are not included in NFR calculation
Sellers with orders returned due to Free Returns will not incur penalty points and will not count toward their non-fulfillment rate (NFR).
How can I join the Free Returns Programme?
Click on Seller Programmes on the side menu of Seller Centre.
Here, sellers can check their enrolment status, programme period, and sign-up fee. Sellers can choose to sign up and be enroled in the next run.
If you are not able to see the Free Returns Programme available to you, it may be due to one of two reasons:
- You are a Fashion seller and already have Change of Mind enabled for your products (check if your products have the "Free Returns" flag/label)
- You have not yet been made eligible for the programme
How do I check my fees and waivers?
For non-Fashion sellers, all FSF/RSF for any return reason are waived as part of the programme.
To check your fees and waivers, you may go to Seller Centre and check the following:
- Order Detail Page – [Seller Centre] My Orders > Check Details link > See Income Details View Transaction History
