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Help Center - Returns & Refunds

How do I return an item?

Easy steps for Returns request!

Check validity of the Return Policy Fill in Online Returns Form & Print Shipping Label Pack the Item(s) & attach Shipping Label on the Box Drop-Off at our Courier Partner Refund Processing

If you meet all requirements and wish to proceed, return can be initiated via the Online Returns Form recommended for a faster processing.

Note: Contact our Customer Service if you are unable to access the Online Returns Form. We are happy to help you with your return.

→ Click the below box to select item(s) that you wish to return

Click Here to Return your Order

Important: What you need to know?

Refer below:

DROP OFF PARTNERS Tracker website Requirement Available area Weight dimension and restriction

Customer need to create ORF from their Lazada account to get return tracking number & RA code (RN********), and a copy is required.

If customer unable to print the ORF

  • Write down the RN No & Tracking No on the package.
  • PosLaju Counter (PPL) to assist customer to fill up the PL9 Form
  • A copy of the PL9 Form to be given to customer for their safe keeping.
Nationwide Dimension (cm):
55 x 40 x 24
(L) x (W) x (H)

30 KGs
MBE Customer need to create ORF from their Lazada account to get return tracking number & RA code (RN********), and copy is required.

However, if customer unable to print the ORF, they will just need to advise outlets the RA number.
New tracking number will be provided to a customer for return reference.

MBE/Ninjavan outlets will guide on how to create Online Return Form (ORF) in the event customer drop off without the form.
WPKL, Selangor, Melaka, Johor, & Pulau Pinang Dimension (cm):
35 x 35 x 35
(L) x (W) x (H)

10 KGs
Ninjavan Certain area Peninsular Malaysia, click here
CollectCo Customer need to create ORF from their Lazada account to get CollectCo/NearU return tracking number & RA code (RN********).

Printed ORF copy is recommended. If you do not have a printer, write the tracking number & RA code on the parcel clearly and show these reference number upon drop off at CollectCo/NearU outlets.
You may also provide your email address to the shopkeeper during drop off to receive proof of drop-off.
Certain area Peninsular Malaysia, click here
NearU Metro areas in WPKL, Selangor, Melaka, Johor & Pulau Pinang, click here

Printed ORF copy is COMPULSORY for drop off at BoxIt.

Refer to Locker Return Guideline video here.

Certain areas in Klang Valley Dimension (cm):
S : 48 x 11x 50
M : 41 x 22 x 50
L : 41 x 24 x 50
(L) x (W) x (H)

Weight: suggest
below 20 KGs

Customer need to create ORF from their Lazada account to get return tracking number & RA code (RN********), and copy is required.

Search for your most convenient location and head over with your packaged parcel and Lazada return details to the staff at the PostCo location to proceed.

Certain area Peninsular Malaysia, click here Dimension (cm):
50 x 50 x 50
(L) x (W) x (H)

Weight: below 20 KGs


1. It's a compulsory to Submit the Online Return Form (ORF) to process Return, should you encounter any problem to submit the form please contact our customer service team.
2. You are not required to print the Online Return Form except for arrangement via BoxIT
3. The drop off item must be either in original packaging, box or parcel flyer. If you have disposed the flyer, please properly wrapped your item in a sealed condition. No wrapping services will be provided at the drop off outlets.

Alternatively, you can also ship your return item using any courier service and your courier fee will be reimbursed if it’s a valid return (please refer to Lazada Return Policy). 

You can also track your return status via the Order Tracking Tool

Where do I find the Online Returns Form?

1. Login to your Lazada Malaysia account

2. Go to your account and click "My Orders"

3. You will prompted to your Orders list. Only item(s) with a “RETURN ITEMS” button is allowed for return request. See sample below

4. Please contact our customer service for assistance if you do not have account with Lazada. We encourage you to open an account with us to expedite process in future.

What is the Lazada Returns policy?

All items sold on Lazada Malaysia are covered under the Lazada 7 days Easy Returns & 14 Days Easy Returns depending on the product. The logo(s) of the return policy for each item can be found on the item’s product page

Return Logo on product page
Acceptable period for return
7 days
14 days
14 days
At delivery
Return by “Change of mind”
How to distinguish

Depending on the applied Return policy, you may return your item to us within 7 or 14 calendar days. Countdown starts from the date you received the item to the post stamp date on the return parcel.

Can I return an item after the Lazada Return Policy coverage days?
  • Your item cannot be returned after 7 calendar days for items under 100% Buyer Protection and 14 calendar days for items under Lazada’s Satisfaction Guaranteed.
  • If exceeded this period, kindly check the warranty status of the item and proceed redeem by contacting the manufacturer directly for further assistance.
  • You can also find all the contact information of your product’s warranty centre on the warranty card inside your package.

Read more about Warranty information here

Requirements for a valid return:

  • Proof of purchase (order number, tax invoice, etc.)
  • Bank details in Shipping Label if the original payment is made via iPay88 or Cash-on-Delivery
  • Include printed Shipping Label and Lazada Tax Invoice in each return package box
  • Reason for return has to be valid and return acceptance conditions met (check out below)
For which reasons can I return an item?

You may want to return your item due to any of the following reasons:

x : Not Required | ✓: Required

Reasons for return YOUR RETURN MUST BE :
New condition Sealed condition Complete (free gifts, accessories, original packaging) Not damaged Tags & labels attached
Damaged x x x
Defective x x
Does not fit (for fashion items - not applicable to fashion items from overseas sellers) x
Not as advertised x
Wrong item delivered

Product sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information provided on the box / packaging only

Missing parts / items x x
Change of mind
Signs of usage x x x x
Doubts on the authenticity x x x x
Product is expired x x


- In the unlikely event that your return does not meet requirement(s), our Customer Service will notify you before sending it back to you. In this instance, your return courier/postal fee will not be reimbursed. Returns are not applicable for all under garments due to hygiene purposes.

- Milk formula products are returnable except for "change of mind" request. You are to ensure that product is not opened, as otherwise it will not be accepted for return.

- In the event that you have received damaged products, please contact Lazada Malaysia within 48 hours to expedite the claim process

→ Click the below box to select item(s) that you wish to return

Click Here to Return Your Item

How do I track my return status?

You can track return status using the tracking number provided to you by our logistics partner or via our Order Tracking tool.

How long is the quality evaluation process?

Quality evaluation process may take up to 2 - 3 business days.

Where to return?

Kindly have your returns shipped to our Returns Mailing Address:

Ecart Services Malaysia Sdn. Bhd.

(Returns Department)

Lot 2611 & 2612, Jalan Subang 7

Kawasan Perindustrian Sg Penaga

Subang Industrial Park, 47500 Subang Jaya,

Selangor, Malaysia

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 Lazada processing time (after return has been evaluated/cancellation has been done) Bank processing Time (after refund has been processed by Lazada)
Credit card/Debit card Credit card 1 - 3 working days 5 - 15 working days (depending on your bank)
Paypal Paypal 1 - 3 working days None
Cash on Delivery (COD) Bank transfer/Store credit 1 - 3 working days 1 - 3 working days
Bank transfer Store credit 1 - 3 working days None
Bank transfer Ipay88 reversal refund 1 - 3 working days 5 – 14 working days (depending on your bank)
Gift voucher/Store credit Store credit 1 - 3 working days None

Note: Any postage fee incurred during the returns, please send us your postage fee with receipt for us to refund to you. Processing time will be the same as bank transfer method.

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 1 year.

How do I use my store credit?

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

Please enter this voucher number in the voucher code box and click "Use voucher" during checkout. 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.

How long does it take to replace my item?

Replacement process begins after we have completed evaluating your returned product. This quality evaluation process may take up to 2 business days. We will send you an email and SMS notification once completed.

Please expect to receive your replacement within the following time frame:

  • In Metro areas: 1 - 6 working days
  • In Non-Metro areas: 3 - 10 working days

Note: Imported items may take longer for delivery.

How do I know if replacement has been processed?

You will receive an email notification stating that we are now processing the replacement for your order. You will also be given a new order number.

What is Lazada Guarantee?

Lazada Guarantee applies on selected products sold on Lazada. It protects buyers against fake, expiring, and/or damaged products by offering 100% refund with compensation voucher.

Lazada Guarantee Coverage

Lazada Guarantee Logo Available for product
(refer to product page)
Sold and fulfilled by Lazada
What are covered under the Lazada Guarantee?

The Lazada Guarantee ensures that all products covered are:

  • Authentic/original
  • At least 6 months away from expiry at the time of shipping
  • Delivered in perfect condition (no tear, leak, dent, etc.)
What happens if the Guarantee product I receive does not meet the criteria above?

We are sorry about that! You are entitled to receive a refund and compensation voucher based on the price you paid for the Guarantee product.

How do I claim for the Guarantee compensation?

Easy steps for Guarantee Claim Request!

a. Item delivered in bad condition damaged, expired or poor packaging, physical return is NOT required

b. Please fill in our Online Returns Form and contact our Customer Service for us to immediately process your Refund request.

How soon will I receive my refund?

For any refund-related questions, you may refer to our Refund page.