Tiki Shopping Refund: Application Conditions, Refund Period and Specific Policy

Tiki's money-back guarantee policy is a long-standing policy implemented by this e-commerce platform, assuring customers peace of mind while purchasing essential products, without the fear of receiving counterfeit or low-quality items. To learn more about this policy from Tiki, FPT Shop invites you to read the following article.

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Understanding Tiki’s Refund Policy

Tiki’s refund policy is designed to protect customer rights in various situations. Tiki is an e-commerce platform that prioritizes customer satisfaction.

If you encounter any issues with your Tiki purchase, such as damaged products, counterfeits, or low-quality items, you are entitled to a refund or exchange. Tiki offers refunds of up to 100% and provides warranty and support services.

Additionally, Tiki offers a “Cheaper Refund” program where customers can claim a refund if they find the same authentic product at a lower price elsewhere. You can also sign up for a Tiki Card to enjoy benefits like transaction refunds and annual fee rebates.

Tiki Refund Policy Conditions

Tiki offers various refund programs to protect customer rights and ensure they get the best deals. Some of the key programs are:

Refunds for Seller-Related Issues

For orders with defects from the manufacturer or seller, Tiki’s refund policy is as follows:

  • Report the issue within 48 hours of receiving the product for external defects (breakage, cracks, scratches, etc.) and within 7 days for incorrect or missing items.
  • Choose between a refund or a 100% product exchange, including shipping costs. If the product is out of stock at Tiki, a full refund will be issued.

Tiki’s “Cheaper Refund” Program

Tiki’s refund policy also includes a “Cheaper Refund” program. The specific policy for this program is as follows:

  • Customers who have successfully ordered and received products under Tiki’s “Cheaper Refund” program and have not raised any complaints or returns can claim a refund if they find the same product at a lower price on another e-commerce platform. In such cases, customers must send an email to Tiki’s customer service within 7 days of receiving the product.
  • Customers must provide a link to the product on the other e-commerce platform where the price is lower. The link must be active, the product must be available for purchase, and there must be a record of successful purchases at the lower price.
  • The product reported for a “Cheaper Refund” must be an authentic product, 100% new, and sold by a shop with a Mall logo. The lower price must be the same as the price of the product purchased on Tiki and must match the product’s origin, components, color, etc.
  • Each customer can submit a maximum of 3 reports per day to Tiki, and the maximum refund amount per report is 500,000 Tiki coins if the product meets the program’s terms and conditions. Additionally, each customer can only receive a maximum of one refund per product.

Tiki’s “Cheaper Refund” program prohibits sellers, their relatives, employees, etc., from participating. Tiki reserves the right to refuse refunds if it detects any fraudulent activity, breach of terms, dishonesty, or attempts to exploit Tiki’s policy for personal gain. Furthermore, products that have already been refunded in Tiki coins are not eligible for return, and Tiki reserves the final decision in all cases.

Tiki Card Credit Card Program

Customers can apply for a Tiki Card to enjoy additional benefits and refunds. Details of the Tiki Card are as follows:

  • The Tiki Card is a Platinum Visa co-branded credit card issued in partnership with Sacombank. Tiki Card holders enjoy refund benefits of up to 15% on online transactions and up to 50% on annual fees, along with other exclusive offers.
  • Tiki Card holders receive annual fee rebates, accumulated points, a free TikiNow package, and various gifts when eligible. However, to participate in these programs, cardholders must spend at least 2 million VND on Tiki and Ticketbox within 30 days of Tiki Card activation, and the offer is only valid for cardholders who pay 100% of their annual fee.
  • The maximum refund amount for Tiki Card is 7,200,000 VND per year per cardholder.

111% Refund Policy for Counterfeit Products

Another customer-friendly refund policy offered by Tiki is a 111% refund for products sold or purchased on Tiki that are found to be counterfeit.

  • If customers suspect a product sold on Tiki is counterfeit, they can immediately report it to Tiki’s customer service via phone or email. Within 7 business days of submitting the report, the information will be forwarded to the quality control department, which will then provide the results of the inspection and process the refund as soon as possible.
  • If the product is confirmed to be counterfeit after inspection, Tiki will recall all units, process the return, and refund the full order value to the customer in the same payment method used for the order. Additionally, the customer will receive a compensation of 111% of the product value, which will be credited as Tiki coins within 24 hours.
  • Upon receiving the product, customers should keep it in its original condition and submit feedback as soon as possible so that Tiki’s customer service can verify the information with the manufacturer and seller to eradicate the sale of counterfeit products on the platform.

Processing Time for Tiki Refunds

The processing time for Tiki refunds depends on the time taken to process, verify, and approve the refund request. Tiki has a clear categorization of products with varying return and refund times, ranging from 24 hours to 30 days depending on the specific case.

  • 3 – 5 business days: For payments made using domestic ATM cards, bank transfers, or ZaloPay.
  • 5 – 7 business days: For payments made using Visa, MasterCard, or JCB.
  • 1 – 3 business days: For payments made using Momo, Moca, or ViettelPay.
  • Within 24 hours: From the time the returned product is received from the customer, applicable to orders paid in cash, and the refund will be in
Frequently asked questions

For external defects like breakage, cracks, or scratches, report the issue within 48 hours of receiving the product. For incorrect or missing items, report within 7 days. You can choose between a refund or a full product exchange, and if the product is out of stock, a refund will be issued.

If you find the same authentic product at a lower price on another e-commerce platform, you can claim a refund. Send an email to Tiki’s customer service within 7 days of receiving the product, providing a link to the product with the lower price. The product must be available for purchase, and there must be a record of successful purchases at that price. Each customer can submit up to 3 reports per day, with a maximum refund of 500,000 Tiki coins per report if the terms are met.

Yes, sellers, their relatives, employees, etc., are prohibited from participating in the “Cheaper Refund” program. Tiki also reserves the right to refuse refunds if it detects any fraudulent activity, breach of terms, or attempts to exploit the policy for personal gain. Products already refunded in Tiki coins are not eligible for return.

The Tiki Card is a Platinum Visa credit card issued in partnership with Sacombank. Cardholders enjoy refund benefits of up to 15% on online transactions and up to 50% on annual fees, along with exclusive offers. To participate in certain programs, cardholders must spend a minimum amount on Tiki and Ticketbox within 30 days of card activation, and the offer is valid for those who pay 100% of their annual fee.

If a product sold or purchased on Tiki is found to be counterfeit, customers can report it to customer service. If confirmed, Tiki will recall all units, process the return, and refund the full order value, along with an additional compensation of 111% of the product value in Tiki coins.

The processing time varies depending on the payment method and can take between 1 to 7 business days. For domestic ATM cards, bank transfers, or ZaloPay, it takes 3-5 business days. For Visa, MasterCard, or JCB, it takes 5-7 business days. For Momo, Moca, or ViettelPay, it takes 1-3 business days. Cash refunds are processed within 24 hours.
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