Return Policy Page

1. Return/Refund Application Mata Shop

Subject to the terms and conditions in this Refund and Return Policy and the Terms of Service, the Buyer may apply for a service to return the purchased items (“Items”) and/or refund before the expiration of the Meta Store Guarantee period as described in the Terms.

The Meta Store Guarantee is a service provided by Meta Store at the request of the User to help the User deal with certain conflicts that may arise during the transaction process. Users may communicate with each other privately to resolve their disagreements or contact their relevant local authorities to help them resolve any disputes before, during or after using the Meta Store Guarantee.

2. Return Application

The Buyer may only apply for a refund and/or return in the following cases:

● The Buyer did not receive the Item;

● The Item was defective and/or damaged upon delivery;

● The Seller delivered to the Buyer an Item that did not meet the agreed specifications (e.g. wrong size, color, etc.);

● The Item delivered to the Buyer differed significantly from the description provided by the Seller in the Item Listing; or

● By private agreement with the Seller, the Seller must send his/her confirmation to Meta Store to confirm the agreement.

The Buyer's application must be submitted through the Meta Store mobile application.

Ten (10) calendar days after the return request is made.

If the Buyer has initiated legal proceedings against the Seller, the Buyer may provide Meta Store with a formal notice from the relevant authorities, requiring Meta Store to continue to hold the purchase proceeds until a formal decision is obtained. Meta Store will determine at its sole discretion whether it is necessary to continue to hold such purchase proceeds.

3. Rights of Preferred Sellers

If you are a Preferred Seller, you should receive a separate written notice from Meta Store notifying you of your choice to participate in the Meta Store Preferred Seller Program. If you decide not to participate in the Meta Store Preferred Seller Program at any time, please notify Tiktok Shop in writing; otherwise, you will be deemed to have chosen to continue to participate in the Meta Store Preferred Seller Program and agree to the terms and conditions set forth in this Refund and Return Policy. Meta Store may suspend or remove any Preferred Seller from the Meta Store Preferred Seller Program at any time at its sole discretion.

Meta Store's decision to approve a refund or return pursuant to Section 2 above is binding on the relevant Preferred Seller. Preferred Sellers agree to comply with and take all necessary steps to enable Buyers to request a refund or return approved by Meta Store.

For any refund or return request approved by Meta Store, Meta Store will notify the Preferred Seller by email (“Email Notification”) and organize the delivery of the relevant returned item to the address provided to Meta Store in writing by the relevant Preferred Seller to complete the refund and return process, provided that such address is located in the country where the relevant item is listed for sale on the Website (“Local Address”). If the Preferred Seller fails to provide a Local Address for the return of the item or otherwise fails to accept delivery of the returned item within a reasonable time (as determined by Meta Store), Meta Store 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 in the item. If the Preferred Seller does not receive the returned item, the Preferred Seller must notify Tiktok Shop within seven (7) days of receipt of the Email Notification (“Notification Period”). Failure to notify Meta Store within the Notification Period will be conclusive evidence and result in the Preferred Seller accepting that the item has been delivered, and the Preferred Seller agrees not to make any claim or raise any dispute in respect of any such item.

Notwithstanding the foregoing, Meta Store may, in its sole discretion, determine that an item for which a refund or return is granted shall not be returned to the Preferred Seller and the Preferred Seller shall be deemed to have forfeited all rights in respect of the item.

For any refund or return of the item received by Meta Store that is rejected by Meta Store, Meta Store will organize the delivery of the item to the address of the relevant Buyer in accordance with Section 2 above.

If Meta Store approves any refund or return request, the Preferred Seller may appeal such decision by contacting Meta Store and providing evidence in support of such appeal. If Meta Store upholds the Preferred Seller's appeal, it will pay the Preferred Seller all or part of the purchase price. The Preferred Seller acknowledges and agrees that Meta Store's decision is final, conclusive and binding and undertakes and agrees not to sue or otherwise assert any claim against Meta Store or its affiliates in relation to such decision.

4. Rights of Regular Sellers

For the purposes of this Refund and Return Policy, Regular Sellers are sellers who are not Marketplace Sellers or Preferred Sellers.

When Meta Store receives a request for a return and/or refund from a Buyer, Meta Store will notify the Seller in writing. The Seller may respond to the Buyer's application by following the steps provided in the Meta Store written notice. The Seller must respond within the time frame specified in the written notice (the "Prescribed Period"). If Meta Store does not hear from the Seller within the Prescribed Period, Meta Store 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. Meta Store will review each Seller's response on a case-by-case basis and determine at its sole discretion whether the Buyer's application is likely to succeed under the circumstances described by the Seller.

5. Return and Exchange Situation

In order to enjoy a worry-free experience when returning goods, the Buyer should ensure that the item (including any free items, such as accessories included with the item) must be returned to the Seller in the state that the Buyer received it upon delivery. We will advise the Buyer to take photos after receiving the item.

6. Responsibility for Product Forward and Return Shipping Costs

● In the event of an unforeseen error by the Seller (i.e. - damaged, defective or wrong product delivered to the Buyer), the Seller will bear the Buyer's forward shipping and return shipping costs.

● In the event that the Buyer changes his mind, the Buyer should obtain the Seller's consent before filing a return application, and the Buyer shall bear the return shipping costs.

● If there is a dispute between the buyer and the seller regarding the responsible party for the forward shipping and return shipping costs, Meta Store will determine the responsible party for the forward shipping and return shipping costs at its sole discretion.

For the avoidance of doubt, in any of the above cases, if the seller bears the buyer's forward shipping and return shipping costs, the seller shall bear the buyer's forward shipping costs even if the buyer uses a free shipping voucher for delivery of the product.

7. Refunds

The buyer will only be refunded after Meta Store receives confirmation from the seller that the seller has received the returned goods. If Meta Store does not hear from the seller within the specified time, Meta Store will be entitled to refund the applicable amount to the buyer without further notifying the seller. For more information on the seller's response time limit, please click on this link. Refunds will be refunded to the buyer's credit/debit card or designated bank account, whichever is applicable.

8. Communication between Buyers and Sellers

Meta Store encourages users to communicate with each other when there are problems with transactions. Since Meta Store is a platform for users to conduct transactions, buyers should contact the seller directly to resolve any issues related to the purchased goods.