For sellers, this update is not just informational, it directly affects how you write product listings, shop descriptions, and even how you communicate with buyers in chat. Non-compliance can lead to listing bans, penalty points, or even account suspension.

Here’s a complete breakdown of what the policy means and how to avoid common violations.

What Is Shopee’s 15 Days Free Return Policy?

Shopee’s 15 Days Free Return policy is part of its updated Return & Refund Policy, which allows eligible buyers to return most products within 15 days from the date they receive the item. As long as the return request meets Shopee’s return conditions, buyers can initiate the process directly through Shopee’s system.

This policy is designed to:

• Increase buyer confidence when shopping on Shopee

• Standardise return practices across all sellers

• Reduce disputes caused by inconsistent seller-defined return rules

Importantly, the policy:

• Applies to most product categories on Shopee (with limited exclusions)

• Forms part of Shopee’s Terms of Service

• Is legally binding on all sellers operating on the platform

Once you register as a Shopee seller, you automatically agree to comply with this policy. This applies regardless of your personal preferences, whether you are selling clearance items, discounted products, or operating with your own shop rules outside Shopee.

Why Sellers Must Follow the Policy Strictly

Shopee clearly states that sellers cannot override, contradict, or weaken the 15 Days Free Return policy in any way. Specifically:

• You cannot include “no refund” or “no return” statements in your listings, even for sale or clearance items

• You cannot require buyers to bear return shipping costs if Shopee’s rules assign that responsibility elsewhere

• You cannot mislead buyers by suggesting a product is not eligible for return when it actually is

Any listing content, store information, or seller behaviour that contradicts Shopee’s policy may result in enforcement action under Shopee’s Terms of Service. These actions can range from listing restrictions to penalty points or more serious account-level consequences.

Where Shopee Checks for Violations

Shopee does not limit enforcement to product listings alone. Compliance is monitored across multiple seller touchpoints, including:

• Product listings (Product titles, images, and descriptions)

• Shop descriptions

• Chat messages with buyers

• Other seller actions, including communication outside Shopee that breaches platform or communication management policies

This means even informal or “offhand” replies in chat such as telling a buyer that refunds are not allowed can be flagged as violations if they contradict the 15 Days Free Return policy.

Common Types of Shopee 15 Days Free Return Violations

Even with Shopee’s clear 15 Days Free Return policy, some sellers unknowingly (or intentionally) break the rules. Here are the most common types of violations and how to avoid them.

1. “No Return / No Refund” Statements

Any statement indicating that a product cannot be returned or refunded is a direct violation of Shopee’s policy.

Common examples:

• “Final sale – no refund or exchange”

• “Clearance item – strictly no refund”

• “Liquidation at loss, no return”

• “No exchange or refund accepted”

• “Tiada pemulangan produk / tiada pemulangan wang”

Even if your product is discounted, sold as clearance, or at a loss, you cannot deny a buyer’s right to return or refund under Shopee’s system. Sellers must remove such statements from all listings, old and new.

2. Forcing Buyers to Pay Return Shipping Fees

Sellers are not allowed to require buyers to cover return shipping fees if it contradicts Shopee’s rules.

Example of violation:

• “Buyer must bear shipping cost for return even for minor defects”

Shipping responsibility is determined automatically by Shopee, based on the reason for return. Sellers cannot impose their own rules, doing so can lead to penalties.

3. Imposing Extra Conditions for Returns

Some sellers try to add restrictive conditions to limit buyers’ ability to return items. This is considered non-compliant.

Examples include:

• “Refund only if item is in original sealed condition”

• “No refund if product has been washed”

• “No return if product has body odour”

• “No refund for items bought during sale”

• “Cancellation or changes after delivery are not supported”

While Shopee does assess the condition of returned items, sellers cannot pre-emptively reject returns by setting their own conditions.

4. Misleading or Inaccurate Representations

Any statement that misleads buyers about return eligibility is a violation.

Examples:

• Incorrect claims about whether an item is eligible for return

• Partial or unclear information designed to discourage buyers from returning items

Even seemingly small inaccuracies can trigger Shopee enforcement if they affect the buyer’s rights.

5. Deceptive or Off-Platform Behaviour

Shopee also monitors sellers’ actions outside product listings:

• Communicating return restrictions outside Shopee

• Attempting to bypass Shopee’s Communication or Order Management (COM) policies

• Using “hidden” methods to discourage returns

All communication regarding returns must remain transparent and within Shopee’s system to ensure compliance.

What Happens If You Violate the Policy?

Shopee enforces violations based on severity and frequency.

For product listing violations:

• First offence: Listing may be temporarily banned; sellers can amend the content.

• Second or subsequent offence: Listing may be deleted, and penalty points will be issued.

For other violations (shop description, chat, off-platform activity):

• Penalty points may be issued immediately, without prior warning.

Important: Penalties are not limited to those listed above. Depending on the severity, Shopee may also:

• Restrict account features

• Suspend the account

• Terminate the account completely

How Shopee Sellers Can Stay Compliant

To avoid penalties and protect your Shopee store, follow these best practices:

1. Remove all “no refund / no return” wording from listings, including titles, images, and descriptions.

2. Do not set your own return conditions, rely on Shopee’s system.

3. Let Shopee handle return eligibility and shipping responsibility.

4. Train customer service staff to respond correctly and politely in chat.

5. Review old listings, especially clearance, sale, or discounted items, to ensure compliance.

6. Default to Shopee’s official return flow if unsure, do not explain your own rules.

By keeping your listings, chat, and store information aligned with Shopee’s 15 Days Free Return policy, you reduce the risk of penalties, protect your seller rating, and maintain long-term account health.

Simplify Shopee Compliance and Operations with BigSeller

Managing Shopee listings, orders, and returns while staying compliant with the 15 Days Free Return policy can be challenging, especially for sellers operating across multiple platforms. BigSeller provides a practical solution by centralising and automating key aspects of your e-commerce operations.

With BigSeller, sellers can:

• Manage product listings across multiple platforms such as Shopee, TikTok Shop, Lazada, Shopify, and more.

• Automate returns and refund tracking, ensuring all buyer requests are handled in line with Shopee’s policies.

• Sync inventory in real time to prevent overselling and maintain stock accuracy.

• Streamline order fulfillment, including barcode scanning, batch printing, and logistics tracking.

• Analyse sales and financial performance through detailed reporting tools.

Try BigSeller for free today and experience how its automation and management tools can make handling listings, orders, and returns easier and more efficient.

(All information in this article is based on Shopee Seller Education Hub: Listing Guidelines - Adherence to Return/Refund: 15 Days Free Return)