TikTok Shop Singapore Updates After-Sales Policy FAQ

TikTok Shop Singapore updated its after-sales policy FAQ on September 28, 2026, providing further clarification on refunds and return-and-refund requests. The platform distinguishes between “refund only” and “return and refund.” Refund-only requests generally apply to fresh food, live plants, underwear, sexual wellness products, and other goods unsuitable for return, and may also apply when a parcel is not received or items are missing. Return-and-refund requests generally require the consumer to send the item back to the seller before the refund is processed. The platform also states that some low-risk return or refund requests may be subject to an automatic approval mechanism to shorten processing times and improve consumer satisfaction. The rule applies to sellers of relevant products on the Singapore site, particularly sellers of food, plants, underwear, health products, beauty products, and low-priced goods. After receiving an application, sellers should check the refund reason, evidence submitted by the buyer, and product category on the Manage Returns page, rather than relying solely on customer service to intercept every refund. The automatic approval mechanism may shorten the time available for seller appeals and increase financial exposure in disputes involving non-receipt, missing items, or discrepancies between the product and its description. Sellers should also strengthen pre-shipment photographs, weight records, package-sealing videos, logistics tracking, and SKU checks, and clearly state non-returnable products and after-sales conditions.