Return and Refund or Exchange
Lazada aims to provide our customers with a worry-free shopping experience. Purchases on Lazada are entitled to the following standard returns periods:
- 30-day standard return period for LazMall & CHOICE items from the date of delivery.
- 7-days standard return period for Non-LazMall (Marketplace & Lazglobal sellers) items from the date of delivery.
Customers with higher membership tiers under Lazada's Membership Program may be eligible for an extended returns period as detailed in Lazada's Member Centre.
Once the applicable returns period is exceeded, Lazada will not accept any returns.
If the seller has communicated that they will honour any returns after this time frame, please contact the seller directly through the Seller IM Chat. You may also contact the item's manufacturer for assistance with a warranty claim (if applicable).
1. What is the Standard Return Period?
| Purchase From | Standard Return Period | |
|---|---|---|
| All Category | Fashion Category | |
| Lazmall & Choice | 30 Days | 30 Days |
| Marketplace & Lazglobal | 7 Days | 7 Days |
| Taobao | 7 Days | 7 Days |
2. What are the acceptable Return Reasons?
When selecting a reason, it is important to submit the correct one and add additional details in the Online Return Form for a faster and more accurate evaluation of the request.
Below is the list of valid return reasons:
- Received wrong item
- Damaged/faulty item
- Missing accessories/freebie
- Item doesn't match description/pictures
- Counterfeit item
- *Don't want item anymore (Change Of Mind)
3. How should I pack my return parcel?
QUICK TIPS ON HOW TO PACK YOUR RETURN PARCEL
Wrap your parcel in another layer of external packaging like plastic (bubble wrap/cling wrap etc) to avoid damage to the parcel during transportation.
Return Items Requirements:
- Original condition & tags intact
- Original packaging
- Include any of the following that came together with your item: Free gifts, warranties, tags, manuals, any other accessories
Note: If you return an item that does not meet the above requirements for returns, we reserve the right to reject the return and any request for a refund.
4. What are the categories that do not allow returns?
Please refer to the list below:
| Product Types | Non-Returnable | Non-Refundable | Change of Mind |
|---|---|---|---|
| Mystery boxes, brand boxes, surprise boxes | |||
| Digital goods or vouchers: intangible goods that exist in digital form. | x | x | x |
| Custom, made-to-order products | x | x | |
| Investment items such as gold | x | x | |
| Earrings, studs, piercings | x | x | |
| Swimwear and intimate products (lingerie, socks, tights, undergarments, maternity wear) | x | x | |
| Health and personal care items (masks, contact lenses, milk powder). | x | x | |
| Precious gems, stones, metals (fine jewellery, gold, silver, diamonds). | x | x | |
| Live animals (aquatic fishes) | x | x | |
| Bulky items. | x | x | |
| Items sold as samples. | x | x | |
| Perishable Goods (Food, beverage, flowers and groceries). | x | x | x |
These items are non-returnable due to health and hygiene considerations. Once opened or used, they cannot be resold for safety reasons.
The list may be non-exhaustive, and may vary from time to time. Please refer to the Product Description Page (PDP) for the return or refund eligibility.
5. FAQs
Q1. Do customers have the option to return products for a 'Change of Mind' reason?
Yes, customers can request a product return with 'Change of Mind' reason for items displaying the Change of Mind logo.
Q2. What are the terms and conditions for product returns for 'Change of Mind'?
'Change of Mind', also known as 'Don't want the item anymore', are subject to the following terms and conditions:
Fulfill all conditions and requirements:
- The product must be returned in its original condition (e.g., immaculate, odorless, not dirty).
- All accessories, spare parts, and gifts included with the original product must be returned.
- The product must be in good physical condition and acceptable.
- The product must match the description/advertisement provided by the seller.
If a customer returns a product due to 'Change of Mind,' but the product does not meet the above conditions, the seller reserves the right to refuse the return and file an appeal with Lazada.
Lazada retains the right to determine if the return meets the requirements; decisions made by Lazada are final and cannot be contested.
Q3. Can I return items purchased under the Flexicombo promotion?
Flexicombo is a special promotion offered by sellers, allowing buyers to receive tiered discounts (e.g., buy 2 items and get 5% off, buy 3 items and get 10% off) or complimentary gifts/samples when certain criteria are met. To process a return for items bought under a Flexicombo promotion, all items from the same promotion must be returned together, including any free gifts or samples received. Partial returns, such as returning only one item from the promotion, are not permitted.
Q4. What can I do if I receive an item that falls under non-returnable categories and encounter an issue?
- STEP 1: Go to the order that you prefer to request for refund then click on 'Return/Refund' button.
- STEP 2: Select 'Did not receive the items or received expired items'.
- STEP 3: Submit a "Refund Only" request through the platform.
- STEP 4: Provide clear and complete evidence, such as photos, videos, and detailed descriptions that clearly show the issue.
- STEP 5: Wait for the seller or platform team to review your request. If approved, a refund will be issued without the need to return the item.
Q5. What can I do if I receive an item that falls under non-returnable and non-refundable category and encounter an issue?
You may contact the seller to discuss any possible solutions or clarifications.
We appreciate your understanding and cooperation as we work to ensure a fair and efficient shopping experience for all.
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