Blog > Marketplace News > Shopee PH Limits Buyers' Monthly Return Requests of Items in Original Condition
Shopee PH Limits Buyers' Monthly Return Requests of Items in Original Condition
Jayson 31 Jul 2025 09:14ENCopy link & title
Shopee Philippines has announced that starting August 4, 2025, some buyers will be limited to up to two returns per month for "I would like to return the item in its original/sealed condition," depending on their Shopee Loyalty Program tier.
After exceeding this limit, buyers will no longer be able to request a return in its original/sealed condition until the first day of the following month. Click Here to Register BigSeller For Free!👈
⚠️ Note: Return/Refund of Items in Original/Sealed Condition will not count toward a seller’s Non-Fulfillment Rate (NFR).
Previously called "Change of Mind" (COM), this Return and Refund reason will allow buyers to return an item even if there is nothing wrong with the item or delivery (e.g., not damaged, arrived correctly, or completely delivered), and this reason will be applied to all Shopee Marketplace and Shopee Mall sellers.
Beginning June 1, sellers will be charged a Return Shipping Fee and a Forward Shipping Fee for all buyer-win R/R requests, including the Return/Refund of Items in Original/Sealed Condition.
The Return Shipping Fee (RSF) : The cost of returning an item from the buyer to the seller.
The Forward Shipping Fee (FSF) : The cost of transporting the goods from the vendor to the buyer.
Sellers can engage in the RR Shipping Fee Support Program to economize on shipping costs related to returns: 👉 "How to join Shopee RR Shipping Fee Support Program"
Non-Returnable Product - Products that are not required to be returned by buyers when they request a Return/Refund. The refund for these items will still be subject to Shopee’s review and approval upon submission of valid evidence.
Examples:
Sellers may file a dispute within two days if the return parcel does not match the following criteria:
1. The item is returned in its original, unopened packaging, with all seals and shrink wrap intact. All tags, manuals, and accessories received with the transaction must be returned as well.
2. Clothing and wearables must be unworn (except for trying on), unwashed, with all original tags attached, and free of signs of wear or use.
3. Health and beauty products must be unopened and in original packaging.
And in case a return/refund request for a personalized or non-returnable product was approved, the seller may file a dispute through the Seller Center. 👉" How can I raise a dispute to Shopee? "
The Shopee seller has 2 days to raise a dispute to Shopee from the time the decision is released or from the time the return parcel is delivered.
Seller can also use BigSeller to track all the returns and refunds orders. The After Sales Management feature helps sellers efficiently handle aftersales requests for Shopee, Lazada and TikTok Shop. Additionaly, BigSeller will monitor logistics tracking to help sellers promptly manage returned items that arrive at the warehouse.
BigSeller is the ultimate, FREE e-commerce platform for Southeast Asian sellers, designed to supercharge your business. Streamline everything in one place—from product listings and order processing to inventory management, financial tracking, and automated operations. Click Here to Register BigSeller For Free!👈
| Shopee Loyalty Program Tier | Monthly Limit for Returns of Items in Original/Sealed Condition |
 Classic/Silver/Gold |
1 |
 Platinum |
2 |
After exceeding this limit, buyers will no longer be able to request a return in its original/sealed condition until the first day of the following month. Click Here to Register BigSeller For Free!👈
⚠️ Note: Return/Refund of Items in Original/Sealed Condition will not count toward a seller’s Non-Fulfillment Rate (NFR).
1. What is Shopee Return/Refund of Items in Original/Sealed Condition?
Previously called "Change of Mind" (COM), this Return and Refund reason will allow buyers to return an item even if there is nothing wrong with the item or delivery (e.g., not damaged, arrived correctly, or completely delivered), and this reason will be applied to all Shopee Marketplace and Shopee Mall sellers.
Beginning June 1, sellers will be charged a Return Shipping Fee and a Forward Shipping Fee for all buyer-win R/R requests, including the Return/Refund of Items in Original/Sealed Condition.
The Return Shipping Fee (RSF) : The cost of returning an item from the buyer to the seller.
The Forward Shipping Fee (FSF) : The cost of transporting the goods from the vendor to the buyer.
Sellers can engage in the RR Shipping Fee Support Program to economize on shipping costs related to returns: 👉 "How to join Shopee RR Shipping Fee Support Program"
2. Not Eligible Products for Return/Refund of Items in Original/Sealed Condition
Effective June 4, 2025, all products, except personalised products and certain Non-returnable categories, can be returned/refunded in their original/sealed condition.
Personalized Products - Customized products, often incorporating personal information such as a name or unique design.
Examples:
- Shirts with printed names or initials
- Mugs with logos or custom designs
- Business cards
Non-Returnable Product - Products that are not required to be returned by buyers when they request a Return/Refund. The refund for these items will still be subject to Shopee’s review and approval upon submission of valid evidence.
Examples:
- Food and Beverages
- Fresh and Frozen
- Bread
- Milk (Liquid Form)
- Dairy and Non-dairy products
- Digital Goods & Services (e.g. Mobile Load, Top-ups, E-books, etc.)
- Health (hygiene-sensitive items)
- Innerwear and Underwear
3. Can Shopee Seller Raise a Dispute on Returns of Items in Original/Sealed Condition?
Sellers may file a dispute within two days if the return parcel does not match the following criteria:
1. The item is returned in its original, unopened packaging, with all seals and shrink wrap intact. All tags, manuals, and accessories received with the transaction must be returned as well.
2. Clothing and wearables must be unworn (except for trying on), unwashed, with all original tags attached, and free of signs of wear or use.
3. Health and beauty products must be unopened and in original packaging.
And in case a return/refund request for a personalized or non-returnable product was approved, the seller may file a dispute through the Seller Center. 👉" How can I raise a dispute to Shopee? "
The Shopee seller has 2 days to raise a dispute to Shopee from the time the decision is released or from the time the return parcel is delivered.
Seller can also use BigSeller to track all the returns and refunds orders. The After Sales Management feature helps sellers efficiently handle aftersales requests for Shopee, Lazada and TikTok Shop. Additionaly, BigSeller will monitor logistics tracking to help sellers promptly manage returned items that arrive at the warehouse.
BigSeller is the ultimate, FREE e-commerce platform for Southeast Asian sellers, designed to supercharge your business. Streamline everything in one place—from product listings and order processing to inventory management, financial tracking, and automated operations. Click Here to Register BigSeller For Free!👈
BigSeller-Blog Senior Writer: Jayson
Sir Jayson has worked in well-known e-commerce companies such as Shopee and TikTok Shop, helping hundreds of sellers to deepen their e-commerce industry, expand their business, and eventually become high-quality sellers.
