Lazada Return Policy

Indonesia Malaysia Philippines Singapore Thailand Vietnam

Overview

 What is Lazada’s Return Policy?

o 7 Days Easy Return
o 14 Days Easy Return
 What reasons are accepted for returning an item?
 How to return an item
 Filling out the Online Return Form
 Quality Evaluation
 Tracking the status of a Return
 Reimbursement options and timeframes for Reimbursement
 Replacement

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Lazada’s Return Policy

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7 Days Easy Return

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14 Days Easy Returns

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What reasons are accepted for returning an item?

Return Reasons:
Wrong product
Damaged
delivered

Defective Expired Product

Does not fit

Signs of used
/Wrong Size

Not as advertised Suspected Counterfeit

Missing parts/
Change of mind
accessory/freebie

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Return Reason - Damaged

 An item is considered damaged if there is a physical defect on the item upon receipt of
the customer.
i.e. scratches, dents, tears, cracks, a physical part of the item is broken

 A customer must return the item with

✓ Free gifts (if any)
✓ Accessories I received the item
✓ In the original packaging today and upon
opening I notice that it
✓ Tags and labels must still be attached has dents and
scratches. What
should I do?

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Return Reason - Defective

 An item is considered defective if there is a mechanical or software defect on the

item.
i.e. faulty, inoperative, malfunctioning

 The item must be returned with

✓ Free gifts (if any)
✓ Accessories
I inspect the item
✓ In the original packaging upon receiving it, to
✓ Not damaged find out that the
✓ Tags & Labels attached laptop is not working
after I charge it

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Return Reason – Does Not Fit / Wrong Size

 We accept returns for items that the customer claims doesn’t fit them regardless if they
received the correct size.

 This is only applicable for footwear and apparel

 The item must be returned

✓ In unused condition
✓ With Free gifts (iaf any)
✓ With Accessories (if any)
Received the size
✓ In the original packaging that was ordered but
✓ Not damaged does not fit
✓ Tags and labels still attached

 Not applicable for CB items

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Return Reason – Not As Advertised

 An item may be considered “Not as advertised” if

o The actual item doesn’t match the description on the website
o The actual item doesn’t match the image used on the website

 The item may be returned

✓ In unused condition
✓ With Free gifts (if any)
✓ With Accessories (if any)
The items I received
✓ In the original packaging was not as advertised.
✓ Not damaged No G sensor and not
full HD as indicated on
✓ With tags and labels still attached
your website

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Return Reason – Missing Parts / Accessory / Freebie

 The customer did not receive

o Freebie
o Part of the item
o Accessories
o Part of the bundle

 The item may be returned

✓ In unused condition
✓ Not damaged I received the table I
✓ With tags and labels still attached ordered yesterday
however two legs
are missing

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Return Reason – Wrong Product Delivered

 The customer received a different item than what was ordered.

 The item may be returned

✓ In unused condition
✓ With Free gifts (if any)
✓ With Accessories (if any)
✓ In the original packaging
✓ In sealed condition (except when the item cannot be identified without opening the
packaging)
✓ Not damaged
✓ With tags and labels still attached I ordered a blue jacket but I
received a pink one.

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Return Reason – Expired Product

 Product received has passed the expiration date advertised on box

(eg. food items, perfume)

 The item must be returned

✓ Must still be sealed
✓ With Free gifts (if any)
✓ With Accessories (if any)
✓ In the original packaging
✓ Not damaged I received my Kirkland
Signature Multivitamins today
✓ Tags & labels still attached however I noticed that the
expiry date is 11/15

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Return Reason – Signs of Used

 Product shows signs of usage

 The item must be returned

✓ With Free gifts (if any)
✓ With Accessories (if any)
✓ In the original packaging
✓ Not damaged
✓ Tags & labels still attached
Why is it that the
cellphone I ordered on
your website has
already some files and
contacts from the
previous owner?

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Return Reason – Suspected Counterfeit

 Customer suspects that product received is counterfeit or fake

 The item may be returned

✓ With Free gifts (if any)
✓ With Accessories (if any)
✓ In the original packaging
✓ Not damaged
✓ With tags and labels still attached
I ordered a PUMA
Bagpack but what I
received is a
PUNA Bagpack

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Return Reason – Change of Mind

 A customer may return an item because they changed their mind.

i.e. no longer needs it, already bought something else, doesn’t want it anymore

 The item must be returned

✓ In unused condition
✓ Must still be sealed
✓ With Free gifts (if any)
✓ With Accessories (if any) I want to cancel my order
✓ In the original packaging since I change my mind. I
just ordered and received
✓ Not damaged it today.
✓ Tags & labels still attached

 Not applicable for CB items

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How to Return an Item

1. Check the validity of the return

o Within applicable return time frame
o Acceptable Return Reason
o NOTE: For hygienic reasons, pleasure items as well as Swimwear and Underwear are
not returnable if it has already been opened.
2. Fill in the Online Returns Form
3. Pack the item and drop off at any LBC outlet.
NOTE: Remind the customer not to forget to get their Acknowledgement Return Receipt
which contains the Return Tracking Number (RTN) on the bar code.

NOTE: Prior to returning electronic gadgets (i.e. mobile phone, tablet, computer etc.) advise the customer to
remove or delete any personal information including user names and passwords. Non-compliance may deem the
return void.

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Online Return Form

 The Online Return Form will only be available within 7 or 14 days from the time the item
was delivered (depending on the applicable Return Policy).
 The customer must log in to their account to access the ORF
1. Log in to Lazada account
2. Go to “My Order” and click “Return”
3. Fill in the Return Form
4. Print the Return Form

NOTE: If the customer does not have access to a printer, he/she may write down the 15 digit Return
Authorization Code (starts with “RN”) and/or their 9 digit Order Number on a piece of paper and attach it to
the pouch or box that he/she will use to put the item in when he/she returns it. Writing on the original
packaging may deem the return void.

Please also refer to instructional video on the next slide.

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CONFIDENTIAL – Customer Care
Philippines
Quality Evaluation

 Quality evaluation begins right after we receive the returned item at our warehouse.

 This usually takes within 48 hours but if it will take more time, the customer will receive a
notification through email.

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Return Status Tracking

 We/The customer may track the status of a Return by using the Return Tracking Number (RTN) located
on the bar code of the Acknowledgement Return Receipt that LBC will be providing the customer upon
returning the item. They can input the RTN on the LBC Track and Trace tool.

 The customer may also track it using the Lazada Order Tracking Tool.

 If we are unable to track the status through these tools, we may pass a ticket to Warehouse (Returns) to
check if they have already received the item.

 The order status will be changed to “Returned” once the item reaches our warehouse.

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Reimbursement

 There are 3 kinds of reimbursement: Voucher, Refund and Replacement. List of options available
for each type of reimbursement per return reason is indicated on the next slide

 Reimbursement begins after the quality evaluation of the item. This usually takes within 48 hours
but may take longer. In case a longer period of time is needed for QC, the customer will be
notified via email.

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Reimbursement Options

Return Reason Voucher Refund Replacement

Damaged

Defective

Does not fit / Wrong Item

Not as advertised

Missing parts / accessory / freebie

Wrong Product delivered

Expired Product

Signs of used

Suspected Counterfeit

Change of mind

CB Items

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Refund/Replacement Timeframe

Payment Method Refund Option Refund Leadtime

(at the time of purchase) (to see the amount on your bank account)

Credit Card / Installment • Credit Reversal

Debit Card / Installment • Debit Reversal

Paypal • Paypal Reversal (if Paypal Balance) • 1-3 Business days

• Credit Reversal (if Paypal is linked to • 5-15 Banking days
a credit card)
• Debit Reversal (if Paypal is linked to • 5-45 Banking days
a debit card)
Cash on Delivery • Bank Transfer • 1-2 Banking days
• LBC Remittance • 1-2 Business days
• Store Credit • 1-2 Business days
Store Credit • Store Credit • 1-2 Business days

Alipay • Alipay • 1-2 Business days

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 For Lazada training decks and free online courses,
please visit Lazada University:
http://bit.ly/LazadaUniPH.

Also check out Lazada Seller Center FAQs (Frequently-Asked Questions)

on popular topics: http://bit.ly/PHSC_FAQs.

Join the ever-growing Lazada Sellers’ online community:

Facebook @LazadaPHSellerCommunity.
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Thank you