I. Cancellations
Outlined below are the criteria and requirements for order cancellations.
Cancellations Before Order Preparation
- If the order has not yet been prepared by the Merchant’s store or fulfillment center, cancellations are allowed. However, assessment and approval from the Merchant, storefront staff, or fulfillment center is required.
- It is the responsibility of the Merchant to ensure their frontline staff have sufficient tools and policies to effectively manage cancellation requests. If the cancellation request is deemed acceptable, the Merchant’s frontline staff must promptly manage the order through the klikit Order Dashboard to facilitate the cancellation and refund for the Customer.
Cancellations Before Shipment
- Once the order has been prepared by the Merchant’s store or fulfillment center, cancellations are no longer allowed unless explicitly approved by the Merchant.
- If approved, the Merchant and their frontline staff may manage the order cancellation through the klikit Order Dashboard. This will automatically facilitate the order cancellation and refund on the TikTok Shop side.
Cancellations After Shipment
- Due to the perishable nature of food and beverage products, cancellations cannot be accepted once the order has been shipped, unless explicitly approved by the Merchant.
II. Refunds
Given the perishable nature of food and beverages, refunds are only issued under specific conditions and if approved by the Merchant. If an issue arises with food or beverage items, refunds will be processed as follows:
Damaged Goods
If an order arrives damaged (e.g., cracks, deformation, broken packaging), Customers have the right to either a partial or full refund and/or a return, depending on the product’s eligibility for return.
Product Quality Issues
If there is a quality issue with the product (e.g., spoiled, expired, or contaminated), Customers have the right to either a partial or full refund and/or a return, depending on the product’s eligibility for return.
Missing or Incomplete Orders
If a Customer’s order is missing items or is incomplete, Customers have the right to either a partial or full refund and/or a return, depending on the product’s eligibility for return.
Claims Process
- Customers must notify the Merchant or klikit of any issues with their order within 7 days of delivery, along with photos of the items being reported.
- After careful review of the submitted photos and documentation, and once the issue is validated, a refund should be processed promptly. Refunds will be issued to the original payment method within 5–7 business days.
- All cancellation and refund requests will be handled on a case-by-case and best-effort basis.
III. Refunds and Returns
Due to health and safety regulations surrounding food and beverages, refunds and returns will only be accepted for select product types and categories, and only with approval from the klikit team.
Returns are not standard practice for perishable items and will only be considered if all of the following conditions are met:
- The item is defective, damaged, or otherwise unfit for consumption upon delivery to the Merchant.
- The item is an eligible product for return, as prescribed and agreed upon by the Merchant and the klikit team.
- If the Merchant prefers to facilitate a return together with the refund, the Merchant shall direct the Customer to the klikit Support Team to help facilitate the return of damaged, defective, or incomplete orders to the appropriate store or fulfillment center.
IV. Refund and Delivery Costs for Returns
Before Shipment
In cases where refunds and/or returns are caused by an order or product issue before shipment, the Merchant will bear both the order and delivery costs. Delivery costs incurred by the klikit team in facilitating product returns will be invoiced monthly to the Merchant.
During Shipment
In cases where refunds and/or returns are caused by an order or product issue during shipment, the klikit team will bear both the order and delivery costs.
After Shipment
In cases where returns are caused by an order or product issue after shipment, the Merchant or Customer will bear the order and/or delivery costs. This will be managed directly by the Merchant with their Customer.
V. Refunds and Replacements
klikit does not offer replacements for food or beverage items due to the perishable nature of these products by default. If the Customer receives the wrong, incomplete, or defective product, klikit will provide a refund or refund with return in accordance with the guidelines above. Once the refund is received, the Customer may re-order the product at their convenience.
VI. Refunds and Exchanges
klikit does not offer exchanges for food or beverage items due to the perishable nature of these products by default. If the Customer receives the wrong, incomplete, or defective product, klikit shall provide a refund or return in accordance with the guidelines above. Once the refund is received, the Customer may re-order the product at their convenience.