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Help Center - Returns & Refunds

Want to return your item? Simply go to My Order's Page to initiate a return .
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?

All items sold on Lazada Singapore are covered under the "Satisfaction Guaranteed".

100% Buyer Protection (BP) Satisfaction Guaranteed (SG)
Coverage of return policy 14 calendar days 14 calendar days
Change of mind Not Available Available
Money back guarantee* Yes Yes
Lazada verified-service of sellers Yes Yes

You may return your item to us within 14 calendar days. Countdown starts from the date you received the item to the time you fill out the Online Returns Form.

* Please note that your returns will only be accepted if the following conditions are met

x : Not Required | ✓: Required

Return Reasons YOUR RETURN MUST BE :
New
condition
Sealed
condition
Complete
(free gifts, accessories)
Tags & labels
attached
Damaged* x
Defective x x
Does not fit**
(for fashion products)
x
Not as advertised x
Wrong item delivered x
Missing parts / Items x x
Change of mind***

* Damaged parcels must be reported within 24 hours of receipt
** Not applicable for overseas seller
*** Due to regulatory or hygiene issues, certain product categories or conditions cannot be returned due to change of mind. Please find the list below:

  • Digital goods such as mobile top up cards
  • All grocery categories
  • All swimwear and underwear
  • All products shipped from overseas
  • All products delivered by seller after signing the delivery slip

Mandatory: For all returns, the original product packaging and price tags must be returned along with the item. If not, the return will not be accepted.

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 seller?
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 a replacement for valid returned items and cancelled orders?

Yes. However, you will need to ask for the replacement immediately upon returning the item or within 24rs of orders being cancelled.

2. Fill in the Online Return Form

How do I return my order?

  1. Sign in, select My Orders and click Return Item on the item you wish to return.


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


    Click on Return Items


  2. Fill in the Return Form and submit.

    Please take note to select method of return:
    • 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 within your possession.


  3. 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 by using the 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 is the nearest drop off location?

Find the nearest drop off locations here. Singpost Locate Us

What options can I choose in returning my parcel?

Pick up service with our courier partner.

Drop off your parcel to a Post Office.

Drop off your parcel to a Singpost Pop-Up Lockers.

Pick-up Service.

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.

Drop off your parcel to a Post office:

1. Our customer service agent will generate a return label and will send it to your email.

2. Please print the return label and place it on top of your return package.

You may locate the nearest Postal Office in your Location Here.

Drop off your parcel to a Singpost POPStations:

Find the nearest Postal Office in your Location Here.

  1. Please make sure to print out of the return form.
  2. At the POPStation - select the Return My Parcel option and scan the barcode on the Return Label. You may also enter the barcode manually.
  3. Enter your Singapore-registered mobile number to receive your locker pin for entry.
  4. Select an appropriate locker size to deposit your parcel.
  5. Close the door and return to screen and click "Yes" to confirm that your parcel has been dropped off.
  6. Select receipt or SMS to confirm your parcel has been successfully deposited at the POPStation/counter.
Does Lazada cover the shipment 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?

The refunds lead time depends on the refund method.

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, basing 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 per the lead time listed in the table below for each of the refund channels.

If the 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 Lead Time (to see the amount on your bank statement)
Credit card/Debit card Credit card 5 - 15 working days
Paypal Paypal 2 working days
Cash on Delivery Bank transfer/Store credit 3 - 5 working days
Store credit Store credit 1 working day
Alipay Singapore Alipay Singapore 2 working days
What is store credit?

Store credit is a return mechanism worth equally to the value of product 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 Payment step, you will find this line "Do you have a voucher? Apply" under Order Summary (on the right side of the page)
  2. Click on "Apply"
  3. Enter your voucher code in the voucher code box and click "Apply" again
  4. 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.