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Help Center - Returns & Refunds

How do I return an item?

Before returning an item, check our Lazada Return Policy to make sure your item is eligible for return.

If your return meets all requirements, return can be initiated via the Online Returns Form (recommended for a faster processing), or via the Manual Return Form.

After the form is completely filled up, follow the steps below:

** If you are unable to print the form, please write the RA code on the physical box of the product. The RA code can be found on the Online Return Form (format-RNXXXXXXXXXXXX).

If you are unable to access the Online Return Form, contact our Customer Service. We are happy to help you with your return.

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

What is the Lazada Returns policy?

All items sold on Lazada Malaysia are covered under the 100% Buyer Protection and/or Satisfaction Guaranteed. The logo(s) of the return policy for each item can be found on the item’s page

100% Buyer Protection (BP) Satisfaction Guaranteed (SG)
Coverage of return policy 7 calendar days 14 calendar days
Change of mind Not Available Available
Money back guarantee Yes Yes
Lazada verified-service of sellers Yes Yes


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.


Requirements for a valid return:
  • Proof of purchase (order number, tax invoice, etc)
  • Bank details in Return Form if original payment is made via iPay88 or Cash-on-Delivery
  • Include printed Return Form 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 for International products
x
Not as advertised x
Wrong item delivered

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

Missing parts / items x x
Change of mind*
*Only applied for Satisfaction Guaranteed

NOTE: 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.

Can I return an item after the 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.

After this period, if the item is covered by a manufacturer’s warranty, please contact the manufacturer directly for assistance and return.

You can also find the warranty center contact information for your item on the warranty card in the package.

Read more about warranty information here.

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?

Replacement/ Refund process only begins after we have completed evaluating your returned item.
This quality evaluation process may take up to 2 business days.

You will receive the credited amount for valid return including return courier/postal charges within 5-15 working days, depending on your bank policies.

Where to return?

If your item meets all the requirement, return can be initiated via the Online Returns Form. For non-Lazada account holder, please include a completed and print copy of this Manual Return Form .

Our address for returns is:

Ecart Services Malaysia Sdn. Bhd.

Returns department-

Block B, Lot 36545,

Jalan TS6/1,

Taman Perindustrian Subang,

47500 Subang Jaya, Selangor,

Malaysia.

For information about refunds, please read here.

I have returned my item. How soon will I receive my refund?

Refund 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.

To process your refund more quickly, you have the option to request a refund via gift voucher/store credit, which must be indicated in the Return Form. Otherwise, you will be refunded according to the following table:

Payment Method (at the time of purchase) Refund Method Processing Time (after return has been evaluated)
Credit card/Debit card Credit card 5 - 15 working days (depending on your bank)
Paypal Paypal 1 - 3 working days
Cash on Delivery (COD) Bank transfer/Store credit 1 - 3 working days
Gift voucher Store credit 1 - 3 working days

* Please reply within 24 hrs to avoid automated escalations via Store Credit (your Store Credit will be send directly to your email.)

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
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.