TikTok Shop Refund Issue

callmemonks

Hi all, just wondering if someone could help me with a very stressfull and horrible situation I have got myself in to with TikTok shop. Below are the details of whats happened and I've tried to include as much detail as possible.

On 19/11/2025 I placed an order on the TikTok shop for a Xiaomi 15T Pro mobile phone from the official Xiaomi UK TikTok shop for £379.28.

On 22/11/2025 the order was delivered.

On 21/11/2025 I found the same phone on the TikTok shop from the official Xiaomi UK TikTok shop for a better price (£367.00) and placed an order for it.

On 23/11/2025 I requested a refund for the orginal order and this was accepted.

On 24/11/2025 I returned the item as requested via the returns method. The item was still boxed, sealed and unused. I have proof of the item being sent including tracking details and pictures of the packaging.

On 02/12/2025 my refund was rejected without any reason. I escalted this a number of times with TikTok but they continously sided with the seller without any evidence or informing me why the refund has been rejected.

I am still waiting for my refund and continously going back and fourth with TikTok Shop customer support. There is no one to speak to via a phone number and chatting is getting pointless as they keep repeating the same information.

The item was retuend within my rights and within the allocated number of days. The seller has provided no reason or proof.

Please could someone give me some advice on what to do to get my money back? It's not a small amount and I can't believe a store is just allowed to keep your money like that when I have been tottally within my rights and have honestly sent the item back to them. Any help would be greatly appreciated.. I am so stressed about this right now!

born_again

callmemonks said:

Hi all, just wondering if someone could help me with a very stressfull and horrible situation I have got myself in to with TikTok shop. Below are the details of whats happened and I've tried to include as much detail as possible.

On 19/11/2025 I placed an order on the TikTok shop for a Xiaomi 15T Pro mobile phone from the official Xiaomi UK TikTok shop for £379.28.

On 22/11/2025 the order was delivered.

On 21/11/2025 I found the same phone on the TikTok shop from the official Xiaomi UK TikTok shop for a better price (£367.00) and placed an order for it.

On 23/11/2025 I requested a refund for the orginal order and this was accepted.

On 24/11/2025 I returned the item as requested via the returns method. The item was still boxed, sealed and unused. I have proof of the item being sent including tracking details and pictures of the packaging.

On 02/12/2025 my refund was rejected without any reason. I escalted this a number of times with TikTok but they continously sided with the seller without any evidence or informing me why the refund has been rejected.

I am still waiting for my refund and continously going back and fourth with TikTok Shop customer support. There is no one to speak to via a phone number and chatting is getting pointless as they keep repeating the same information.

The item was retuend within my rights and within the allocated number of days. The seller has provided no reason or proof.

Please could someone give me some advice on what to do to get my money back? It's not a small amount and I can't believe a store is just allowed to keep your money like that when I have been tottally within my rights and have honestly sent the item back to them. Any help would be greatly appreciated.. I am so stressed about this right now!

Do you have proof or delivery.

UK address?
As that is one hell of a discount from the price now of over £600 Even accounting for black friday deals

the_lunatic_is_in_my_head

They appear to be a Dutch company OP, very risky to save £12

https://www.mi.com/uk/support/terms/terms-of-use/

Terms acknowledge right of withdrawal (on their website at least), question for @born_again

https://www.financial-ombudsman.org.uk/consumers/complaints-can-help/credit-borrowing-money/goods-services-bought-credit

Under (often) valid reasons for chargeback it says

the supply of goods or services was cancelled in line with the supplier’s policy, but no refund was paid

Any chance of a chargeback or does the above mean the supplier cancelled? 

OP you say " I have proof of the item being sent including tracking details and pictures of the packaging." do you have tracking showing the return was delivered? 

callmemonks

Yesborn_again said:

Do you have proof or delivery.
As that is one hell of a discount from the price now of over £600 Even accounting for black friday deals

Yes, I have the tracking details and my recepit when I sent the item back. It reached the returns warehouse just fine, something has happened when it got there, either someone stole it or it's gone missing!

Lol, yes, it was a lovely deal, so good, the second deal was even better and me being an idiot placed another order to save a few pounds! Regretting it now!

born_again

How was this paid for?
If card, then contact their bank for them to look at. If there is proof of delivery, then should be covered. 

callmemonks

Sorry, when everyone says 'Do you have tracking showing the return was delivered?' do you mean the return? If so, yes, I do, it was sent via Royal Mail to a Warehouse in the UK. I have the receipt I got when I posted the return.

born_again

callmemonks said:

Sorry, when everyone says 'Do you have tracking showing the return was delivered?' do you mean the return? If so, yes, I do, it was sent via Royal Mail to a Warehouse in the UK. I have the receipt I got when I posted the return.

You need something to prove it has arrived at the address it was sent too, not proof you sent it.

callmemonks

born_again said:

You need something to prove it has arrived at the address it was sent too, not proof you sent it.

The tracking information shows it arrived at the address, even the tracking on TikTok shop shows the item as being delivered.

Alderbank

Who is the seller from whom you bought the first Xiaomi 15T Pro on 19 November and where in the world are they?

Xiaomi UK TikTok Shop is a small area within a big online marketplace, rather like like Temu or Facebook marketplace. The site brings buyers and sellers together and handles things such as processing any payments you make to sellers.

Any consumer rights you have for that transaction are with the actual seller. It is best if they are a business seller and they are located within the UK, because if so you will have full UK consumer rights.

If they are a private seller within the UK you might not have the right to cancel the deal just because you have found a better deal somewhere else; you might only be able to return it if it turns out to be not as described in some way.

If the seller is in another country you might have practical difficulties taking any action, whatever the consumer rights are in that country.

callmemonks

I believe the company is based in the UK and have a UK address, they are not a private seller and are an official verified TikTok store. They have a store in the UK outside of the TikTok shop - https://www.mi.com/uk

sheramber

How did you pay?