1. return/refund requests
1.1 Subject to the terms and conditions set
forth in this Refund and Return Policy and the Terms of Service, Buyer may request the return of
purchased items ("Items") and/or a refund prior to the expiration of the tiktok Warranty Period. Terms of Service.
1.2 The tiktok Guarantee is a service provided by tiktok at the request of the User to help the User deal
with certain conflicts that may arise during the transaction. Users may communicate privately with
each other to resolve differences or contact the appropriate local authorities to help them resolve
any disputes before, during or after using the tiktok Guarantee.
2. Return Requests
2.1 A Buyer may request a refund and/or return
The Buyer has not received the item.
The item is defective and/or damaged upon
The item was received incomplete (missing
quantity or accessories).
The seller has delivered to the buyer an item
that does not conform to the agreed specifications (e.g. wrong size, color, etc.).
the item delivered to the buyer is materially
different from the description provided by the seller in the list of items.
The items received are counterfeit
The item received is physically damaged (e.g.
dented, scratched, broken).
The item received is defective (e.g. faulty,
does not work as intended).
through a private agreement with the seller, the
seller must send his/her confirmation to tiktok to confirm the agreement; or
Change of mind*.
*Change of mind return policy applies only to
certain categories and is limited to certain sellers.
**The counterfeit merchandise return policy
applies only to Zulily
shop Mall sellers.
2.2 Buyer's request must be submitted through
the tiktok mobile app.
2.3 tiktok will review each Buyer's application on a
case-by-case basis and will determine, in its sole discretion, whether the Buyer's application is
2.4 Please note that if requested
by tiktok, Buyer must ship the merchandise to the location
specified by Zulily
shop within ten (10) calendar days of the return
2.5 tiktok, in its sole discretion, will approve your refund
and return request. Buyer acknowledges and agrees that tiktok' decision is final, conclusive and binding, and
covenants and agrees not to sue or otherwise bring any claims against tiktok or its affiliates in connection with such decision.
2.6 If Buyer has instituted legal proceedings
against Seller, Buyer may provide tiktok with formal notice from the appropriate authorities
requiring tiktok to continue to hold the Purchase Money until a
formal determination is made, and tiktok will determine, in its sole discretion, whether it
is necessary to continue to hold such Purchase Money.
3. Rights of Preferred Sellers
3.1 If you are a Preferred Seller, you should
have received separate written notice from tiktok informing you of your election to participate in
the tiktok Preferred Seller Program. If at any time you decide
not to participate in the Zulily
shop Preferred Seller Program, please
notify tiktok in writing; otherwise, you will be deemed to have
elected to continue to participate in the tiktok Preferred Seller Program and agree to the terms and
conditions set forth in this Refund and Return Policy.tiktok may, at its sole discretion, suspend or remove from
the tiktok Preferred Seller Program at any
time tiktok may suspend or remove any Preferred Seller from
the tiktok Preferred Seller Program at any time in its sole
3.2 tiktok' decision to approve a refund or return under
Section 2 above shall be binding on the relevant Preferred Seller. The Preferred Seller agrees to
comply and do all things necessary to make Buyer's request for a refund or return valid and approved
3.3 For any refund or return request approved
by tiktok, tiktok will notify the Preferred Seller by email ("Email
Notification") and organize the shipping of the relevant returned items to the address provided in
writing to tiktok by the relevant Preferred Seller to complete the
refund and return process, provided that the address is located the country in which the relevant
item is listed for sale on the Site ("Local Address"). If the Preferred Seller fails to provide a
local address for the returned item or otherwise fails to accept the return within a reasonable time
(as determined by Zulily
shop), tiktok reserves the right to dispose of such item in any
manner it deems appropriate, and the Preferred Seller shall be deemed to have forfeited all rights
to such item. If Preferred Seller does not receive the returned item, Preferred Seller must
notify tiktok within seven (7) days after receipt of the email
notification ("Notice Period") Failure to notify tiktok within the Notice Period shall be conclusive
evidence and shall result in Preferred Seller having accepted delivery of such item, and Preferred
Seller agrees not to assert any claim against any such Failure to notify tiktok within the notice period will be conclusive evidence
and result in Preferred Seller having accepted delivery of the item, and Preferred Seller agrees not
to make any claim or dispute any such item.
3.4 Notwithstanding the
foregoing, tiktok may, in its sole discretion, not return an item
approved for refund or return to Preferred Seller, and Preferred Seller shall be deemed to have
forfeited all rights to such item.
3.5 With respect to any refund or return of
merchandise received by Zulily
shop and rejected by tiktok, tiktok will organize the delivery of such merchandise to
the address of the relevant purchaser in accordance with Section 2 above.
3.6 If tiktok approves any refund or return request, the Preferred
Seller may appeal the decision by contacting tiktok and providing evidence to support the appeal.
If tiktok sustains the Preferred Seller's appeal, it will pay
the Preferred Seller all or part of the purchase price. Preferred Seller acknowledges and agrees
that tiktok' decision is final, conclusive and binding, and
covenants and agrees not to sue or otherwise bring any claims against tiktok or its affiliates in connection with such
4. Rights of Regular Sellers
4.1 For purposes of this Refund and Return
Policy, a Regular Seller is a Seller who is not a Mall Seller or a Preferred Seller.
4.2 When tiktok receives a request from Buyer for a return and/or
refund, tiktok will notify Seller in writing. Seller may respond to
Buyer's request by following the steps provided by tiktok in the written notice. Seller must respond within
the time frame specified in the written notice ("Specified Period"). If tiktok does not hear from Seller within the Required Time
Period, tiktok will assume that Seller has not responded to Buyer's
request and will continue to evaluate Buyer's request without further notice to Seller.tiktok will review each Seller's response on a case-by-case
basis and determine, in its sole discretion, whether Buyer's request is likely to be successful in
the circumstances described by Seller.
5. Return and Exchange Situations
5.1 In order to enjoy a hassle-free experience
when returning an item, Buyer shall ensure that the item, including any free items such as
accessories provided with the item, must be returned to Seller in the same condition in which Buyer
received it at the time of delivery. We will advise the buyer to take pictures of the item upon
6. Liability for return shipping
(a) In the event of unforeseen errors by Seller
(i.e. - damaged, defective or incorrect items delivered to Buyer), Seller will be responsible for
Buyer's return shipping costs.
(b) In the event of a change of mind by Buyer,
Buyer shall obtain Seller's consent prior to return and Buyer shall be responsible for return
(c) In the event of a dispute between Buyer and
Seller as to the party responsible for return shipping charges, tiktok will determine, in its sole discretion, the party
responsible for return shipping charges.
7.1 Buyer will receive a refund only
upon tiktok' receipt of Seller's confirmation that Seller has
received the returned merchandise. If tiktok does not receive a response from Seller within the
specified time period, Zulily
shop will have the right to refund the applicable amount
to Buyer without further notice to Seller. Refunds will be made to Buyer's credit/debit card or
designated bank account, whichever is applicable.
8. Communication between Buyer and
8.1 tiktok encourages users to communicate with each other when
problems arise during a transaction. Since tiktok is the platform on which users conduct their
transactions, Buyer should contact Seller directly to resolve any issues related to the purchased