Return Policy Page
[Returns and Refunds]
What are the terms and conditions for returns?The terms and conditions for buyers returning items at Lazada are as follows:
You must submit all items that make up the Product;
Products must be returned in their original packaging;
Products must not contain usage marks;
Products must contain all labels in full;
The product must be sent together with the invoice, instructions, accessories and gifts.
1. Reasons for returns/refunds
Buyers can return items for the following reasons:
Order not received (e.g. package lost in transit)
Received an incomplete product (for example, a part is missing from a product, a product is missing from an order)
Wrong product received (e.g. wrong size/color, different product)
Received a product with physical damage (eg, dents, scratches, cracks)
Received a defective product (e.g. faulty, does not work as expected)
change idea.
Sellers can file a dispute if they are not satisfied with the reason for the return/refund. In such cases, Lazada will investigate the case and provide a fair resolution based on the evidence presented by both parties.
2. Submit evidence
Buyers must submit photographic evidence clearly demonstrating the reason for the return/refund (if applicable). Some examples include:
Photos showing product errors or defects (for damaged/defective products)
Photos of the inner and outer packaging of the package.
Lazada may request additional documentation if:
The quality of the evidence presented was not satisfactory. Clear, high-quality evidence must be provided. Evidence inconsistent with Buyer's claims will be rejected.
The seller raised a dispute on this case and needed evidence for further investigation.
3. Product returns
Buyers must ensure that returned products are properly packaged to prevent damage during shipping to the return address.
4. Return postage
Lazada will pay for return shipping.
[Returns and Refunds] What happens after the seller receives my return/refund request?
The seller will be notified of your return/refund request and must
Reply within 72 hours. You can expect 3 possible outcomes:
1. The seller accepts your order
If the request is accepted, you will receive return instructions via an in-app notification and email (if applicable). After the returned product is approved, a corresponding refund will be processed.
2. The seller did not reply within the specified time
If the seller does not respond in a timely manner, your request will be automatically approved and the refund will be processed accordingly.
3. Disputes with sellers
In the event of a dispute, Lazada will take action to mediate. Lazada may require the buyer and seller to provide additional evidence in order to reach a fair settlement.
4. The seller counter-offers
After receiving your refund request, the seller can make a counter-proposal against the amount you can accept or not within a maximum of 3 days. If you do not take any action beyond this time limit, the counter-proposal will automatically take effect.
[Order Security] What is the Lazada Guarantee?
The Lazada Guarantee guarantees receipt and quality of your purchases, facilitating the refund process in the event of a setback. Therefore, in any purchase you make through our platform, the amount you pay will be credited to the seller's account when you confirm delivery or 7 days after receiving the product.
For orders not yet shipped
Sellers must ensure that purchased items ship within the Lazada warranty period. Otherwise, payment will be automatically returned to you at the end of that period.
If the seller has not yet shipped, you can extend the Lazada Guarantee for a one-time extension of 3 days. To do this, select Extended Lazada Warranty on the Order Details page.
For orders that have shipped
If you haven't received your order, but it has shipped, you can extend your Lazada warranty for a one-time 7-day extension if you are still interested in receiving your order.
