Return Policy Page
1. Return/Refund Application
1.1 Subject to the terms and conditions in this Refund and Return Policy and the Terms of Service, the Buyer may apply for the return of purchased items ( "Items") and/or a refund before the expiration of the TikTok warranty period. Terms of Service.
1.2 TikTok Guarantee is a service provided by TikTok at the request of users to help users deal with certain conflicts that may arise during transactions. Users can communicate with each other privately to resolve differences, or contact local authorities to help them resolve any disputes before, during or after using TikTok Protection.
2. Return application
2.1 Buyers can only apply for refunds and/or returns under the following circumstances:
The buyer did not receive the item;
The item is defective and /or damaged upon delivery ;
The item received is incomplete (missing quantity or accessories);
The Seller has delivered to the Buyer items that do not conform to the agreed specifications (e.g. wrong size, color, etc.);
The items delivered to Buyer differ materially from the description provided by Seller in the item listing;
The merchandise received was counterfeit **;
Items received with physical damage (e.g. dents, scratches, broken);
Items received are defective (e.g. malfunctioning, not working as expected);
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 only applies to certain categories and to certain sellers.
**Counterfeit goods return policy only applies to TikTok Mall sellers.
2.2 Buyer's application must be submitted through the TikTok mobile application.
2.3 TikTok will review each buyer's application on a case-by-case basis and decide at its sole discretion whether the buyer's application is successful.
2.4 Please note that if required by TikTok , the buyer must ship the merchandise to a location designated by Sears within ten (10) calendar days of making a return request .
2.5 TikTok will decide at its sole discretion whether to approve your refund and return request. Buyer acknowledges and agrees that TikTok ’s decision is final, conclusive and binding, and undertakes and agrees not to litigate or otherwise assert any claim against Sears or its affiliates with respect to such decision.
2.6 If the Buyer has initiated legal proceedings against the Seller, the Buyer may provide Sears with a formal notice from the relevant authorities requiring TikTok to continue to hold the purchase funds until a formal determination is made. Sears will determine in its sole discretion whether it is necessary to continue to hold such purchase funds.
3. Rights of preferred seller
3.1 If you are a Preferred Seller, you should have received separate written notification from TikTok informing you of your choice to participate in the Sears Preferred Seller Program. If you decide at any time not to participate in the TikTok Preferred Seller Program, please notify TikTok in writing ; otherwise, you will be deemed to have chosen to continue participating in the TikTok Preferred TikTok Program and to have agreed to the terms and conditions set forth in this Refund and Return Policy. TikTok may suspend or remove any Preferred Seller from the Sears Preferred Seller Program at any time in its sole discretion.
3.2 TikTok ’s decision to approve a refund or return in accordance with Section 2 above shall be binding on the relevant Preferred Seller. Preferred Sellers agree to comply with and do all things necessary to effectuate Buyer's refund or return request and obtain approval from Sears .
3.3 For any refund or return request approved by TikTok, TikTok will notify the Preferred Seller via email ( “Email Notification”) and organize the shipping of the relevant returned items to the address provided by the relevant Preferred Seller in writing to Sears for completion. Refund and return procedures, provided that the address is located in the country in which the relevant goods are listed for sale on the Website (the "Local Address"). If a Preferred Seller fails to provide a local address for returned merchandise or otherwise fails to accept returns within a reasonable time (as determined by TikTok ), Sears reserves the right to dispose of such merchandise in any manner it deems appropriate and the Preferred Seller shall be deemed All rights to the item have been lost. If the Returned Items are not received by the Preferred Seller, the Preferred Seller must notify TikTok within seven (7) days of receipt of the email notification (the "Notification Period") . Failure to notify TikTok within the notification period will be conclusive evidence and result in the Preferred Seller having accepted delivery of the item and the Preferred Seller agrees not to make any claim or bring any dispute with respect to any such item.
3.4 Notwithstanding the above, TikTok may, in its sole and absolute discretion, not return items approved for refund or return to the Preferred Seller, and the Preferred Seller shall be deemed to have forfeited all rights to the item.
3.5 For any refund or return where the relevant goods are received by TikTok and rejected by TikTok , TikTok will organize the delivery of the goods to the relevant buyer's address in accordance with Clause 2 above.
3.6 If TikTok approves any refund or return request, the Preferred Seller may appeal the decision by contacting STikTok and providing evidence to support the appeal. If TikTok upholds the preferred seller's appeal, it will pay all or part of the purchase price to the preferred seller. Preferred Seller acknowledges and agrees that Sears ' decision is final, conclusive and binding, and undertakes and agrees not to litigate or otherwise assert any claim against Sears or its affiliates with respect to such decision.
4. Rights of ordinary sellers
4.1 For the purpose of this refund and return policy, regular sellers refer to sellers who are not mall sellers or preferred sellers.
4.2 When TikTok receives the buyer's request for return and /or refund, TikTok will notify the seller in writing. The Seller may respond to the Buyer's application by following the steps provided by TikTok in the written notice. Seller must respond within the time frame specified in the written notice ( the “Specified Period”). If TikTok does not hear from the seller within the stipulated period, Sears will assume that the seller has not responded to the buyer's application and will continue to evaluate the buyer's application without further notice to the seller. TikTok will review each seller's response on a case-by-case basis and determine in its sole discretion whether the buyer's application is likely to be successful under the circumstances stated by the seller.
5. Returns and exchanges
5.1 To enjoy a hassle-free experience when returning the item, the Buyer should ensure that the item, including any free items such as accessories provided with the item, must be returned to the Seller in the same condition as received by the Buyer on delivery. We will advise buyers to take photos after receiving the items.
6. Responsibility for return shipping costs
(a) In the event of an unforeseen error by the Seller (i.e. - damaged, defective or incorrect items delivered to the Buyer), the Seller will be responsible for the Buyer's return shipping charges.
(b) In the event that the buyer changes his or her mind, the buyer shall obtain the seller's consent before returning the goods and the buyer shall bear the return shipping costs.
(c) In the event of a dispute between a buyer and seller regarding the party responsible for return shipping costs, Sears will determine, in its sole discretion, the party responsible for return shipping costs.
7. Refund
7.1 The buyer will only receive a refund after TikTok receives confirmation from the seller that the returned goods have been received. If TikTok does not receive a response from the seller within the specified time, TikTok will have the right to refund the applicable amount to the buyer without further notification to the seller. Refunds will be made to the buyer's credit /debit card or designated bank account, whichever is applicable.
8. Communication between buyers and sellers
8.1 TikTok encourages users to communicate with each other when problems arise during transactions. Since TikTok is the platform where users conduct transactions, buyers should contact sellers directly to resolve any issues related to the purchased items.
Contact Info
- Address: 5900 Clark Avenue, Culver City, United States
- Phone: +1 929 454-8898
- Email: [email protected]
