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Help Center - Returns & Refunds

Need to return your item? Simply go to My Order's Page by clicking here


To learn even more about the return process, read our most frequently asked questions below.

1. Check validity of Return

What is Lazada Returns & Refunds policy?

Items can be returned within 14 days upon receipt of shipment.

However, change of mind returns is not applicable for the following products:

  • Digital goods such as mobile top up cards and food vouchers
  • All groceries
  • All paint and primers
  • All undergarments
  • All products that require installation, customisation or are bulky

NOTE: In the unlikely event that your return is invalid, our Customer Service will notify you before sending it back to you.

What is the return policy for bundled items?
For Bundled Items, all items in the bundle must be returned in order for the return to be processed.
What is the return policy for items delivered by sellers?
You may only return the item if it is defective or damaged. Once the proof of delivery has been signed, you may not return the item under Change of Mind.
Does Lazada offer replacements for valid returned items and cancelled orders?

Replacements are currently only applicable for returned items. Please indicate in the return form that you wish to have a replacement made.


2. Fill in the Online Return Form

How do I return my order?
  1. Sign in, select My Orders.

  2. Select the order you wish to return and click on the Manage Order button.

  3. Click on Return Items.

  4. Fill in the Return Form and submit.

  5. Note: Please remember to select your desired return method.

    • Drop off return item to nearby post-office or POPStation.
    • Pick-up by our courier partner.

    A pop-up box will appear to check if the item is in your possession.

  6. Return Logistics Arrangement

    Drop off to nearby SingPost Post-office or SingPost POPStation Lockers.

    Find out more about our return logistics options here.

What if I cannot access the Online return form?

You may contact our Customer Service through our Contact Us Page.


3. Pack the items and drop them off at the nearest lockers

How should I pack the items?

Kindly ensure that the item to be returned has the original packaging, free gifts, warranties, tags, manuals, and any other item(s) that came with it. Make sure you wrap this in a layer of external packaging, like plastic, to avoid damage to the parcel during transportation.

Where are my nearest drop-off locations?
  • SingPost Post Office - Find your nearest SingPost post office here.
  • SingPost POPStation - Find your nearest SingPost POPStation here.
  • Ninja Box - Find your nearest NinjaVan drop-off locations here.
What options can I choose when returning my parcel?
Option 1: Pick up service with our courier partner.

After you fill out the online returns form from My Order's Page, our customer service agents will get back to you and will arrange a schedule for the pick-up of your item.

Hand over the securely-packed return parcel to our courier and we will take care of the rest.

Option 2: Drop off your parcel to a Post Office, SingPost POPStation or Ninja Box.

Via Post Office

  1. Please print the return form which acts as the return label and secure it on top of your return package.
  2. If you wish to locate your nearest Postal Office, please go to SingPost's list of post offices.

Via SingPost POPStation

  1. Print the Return Form and secure it on top of your return package.
  2. At the POPStation - select "Return My Parcel" and scan the barcode on your Return Form.
  3. Enter your mobile number.
  4. Select a locker size.
  5. Deposit your parcel and confirm your drop-off for a receipt.

Via Ninja Box

  1. Print the Return Form and secure it on top of your return package.
  2. At the Ninja Box - select "Return My Parcel" and scan the barcode on your Return Form.
  3. Enter your identification details as prompted.
  4. Deposit your parcel into a locker of an appropiate size.
Does Lazada cover the shipping cost for returns?

Yes. Returning an item with Lazada is free of charge.


4. Waiting for returns/refunds

How long is the quality evaluation process?

The quality evaluation process may take 2 to 4 business days once the item reaches our Warehouse.
The refund process only begins after we have completed evaluating your returned product.

How long is the refund process?

Upon completion of the quality evaluation, a refund will be initiated and should be completed within the day.

How soon will I receive my refund?

Our refund time depends on the refund method.

Payment method
(at the time of purchase)
Refund method Refund Time
(to see the amount on your bank statement)
Credit card Credit card 3 - 5 business days
Debit card Debit card Up to 10 business days
Paypal Paypal Up to 2 business days
Cash on Delivery Bank transfer / Store credit Up to 2 business days
HelloPay HelloPay Up to 2 business days
How soon will I receive my refund?

Refund can be processed in case of return or cancellation. For your convenience, we offer different refund options for you to choose from, based on your payment method at the time of purchase.

We will update you via email and SMS once your refund has been initiated. You will be able to see the credited amount on your statement as listed in the table below for each of the refund channels.

If your refund does not arrive after the next two months’ statements, please contact your issuing bank or party directly for support.

Payment method
(at the time of purchase)
Refund method Refund Time
(to see the amount on your bank statement)
Credit card Credit card 3 - 5 business days
Debit card Debit card Up to 10 business days
Paypal Paypal Up to 2 business days
Cash on Delivery Bank transfer / Store credit Up to 2 business days
HelloPay HelloPay Up to 2 business days
What is store credit?

Store credit is a return mechanism worth equal to the value of the item you ordered.
You can use the store credit like a voucher code to purchase any item. Store credit can only be used for one-time purchase and is valid for 180 days.

How do I use my store credit?

If you have been issued a store credit, you will have received a voucher code.

  1. At the Payment step, enter your voucher code into the voucher code box. This box is located on the right side of the page under Order Summary.
  2. Click on "Apply".
  3. A corresponding deduction will be applied to your total amount.

What if I fail to use my store credit within the allocated time frame?

No worries! We can reactivate the store credit for you.

However, please note that reactivation of store credit can only be done once. Store credit that has exceeded the reactivation period is deemed void.

Does Lazada refund shipping fees?

The shipping fee is refunded depending on the reason for the return or cancellation.

In the following cases the shipping fee will be refunded:

  • Seller cancels the order
  • Return due to damage/defect
  • Return due to missing items/parts
  • Return due to incorrect/wrong item received
How much will I be refunded if I used a voucher to make my purchase?

You will be refunded your paid price if you cancel/return your item. If you used a voucher in your initial purchase then you will get a refund of the item price minus the voucher value. However, in case the cancellation was initiated by Lazada or the seller, we will replace your original voucher used.