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Help Center - Returns & Refunds



What is Lazada’s Return policy?

All items sold on Lazada Philippines 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. An example of which can be found below:

100% Buyer Protection

Satisfaction Guaranteed


100% Buyer Protection (BP) Satisfaction Guaranteed (SG)
Coverage of return policy 7 calendar days 14 calendar days
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 after 24 hours from the date you received the item to the post stamp date on the return parcel.

For items shipped from abroad, please refer to our Overseas Product Page.


Requirements for a valid return:
  • Meets the required coverage period above
  • Printed Return Form or RA Number/Order Number
  • Bank Details in Return Form if opted for Refund (If no Bank Details has been provided the reimbursement will be done via Lazada Vouchers)
  • Customer Information if opted for refund via LBC remittance (If no information has been provided, the reimbursement will be done via Lazada Vouchers)
  • Prior to returning electronic gadgets (i.e. cellphone, smartphone, tablet, laptop, computer), please delete/remove all your personal information which includes usernames and passwords
  • Reason for Return has to be valid and return acceptance condition met (Please see below)
How do I return an item?

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

The Online Returns Form will only be available within 7 or 14 days from the time your item has been delivered, depending on the Return policy of the item bought.

If your return meets all the requirements, return can be initiated by the following steps below:


If you are unable to print the return label, please make sure to write down your RA Code and Order Number in the pouch or box you will use to return the item. Please note, do not write anything on the original packaging of the item.

NOTE:

  • For free shipping charge, please send the package to us through LBC. Kindly keep the tracking number by LBC to monitor your return shipment.
  • Be as detailed as possible on the notes explaining the reason for Return for us to process the Quality check as accurately as possible.
  • All returned items not accompanied by a completed paper copy of return form or without an Order Number/RA Code indicated in the package at least to identify the return will be automatically declined and sent back.

If you are not able to access the Online Returns Form Form for some reason, you can contact our Customer Service and we will be more than happy to assist you with your return.

For which reason 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 items that are shipped from overseas
x
Not as advertised x
Wrong item delivered

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

Missing parts / items x x
Apparel and Footwear - Change of Mind
*NOT APPLICABLE for items that are shipped from overseas


NOTE: For hygiene reasons, pleasure items as well as Swimwear and Underwear cannot be accomodated for Return if the item has already been opened.

What are the reimbursement options available?

x : Not Acceptable | ✓: Acceptable

Reasons for return OPTIONS FOR REIMBURSEMENT
Voucher Refund Replacement
Damaged
Defective
Does not fit (for footwear and apparel)
*NOT APPLICABLE for items that are shipped from overseas
x
Not as advertised x
Wrong item delivered
Missing parts / items
Change of mind (for footwear and apparel)
*NOT APPLICABLE for items that are shipped from overseas
x
Items from overseas (damaged, defective, not as advertised, wrong item, missing item/parts) x x


NOTE: Only orders paid through Cash On Delivery (COD) or Store Credit can be refunded via voucher. Click here to get more information about refunds for all other payment methods. Items Shipped from abroad can be only reimbursed via voucher or refund.

Can I return a product after 14 days upon delivery?

Your item cannot be returned after 7 days for items under 100% Buyer Protection and 14 days for items under Satisfaction Guaranteed.

But Lazada protects our buyers by providing warranty. Anything outside the 7/14 days returns period, we provide warranty (Note: this still depends on the item and supplier). If the item is covered by a manufacturer’s warranty, for prompt assistance, please contact the manufacturer directly to organize the warranty claim. You can also find all the contact information of your product’s warranty center on the warranty card inside your package.

Read more about warranty information here.

How long is the quality evaluation process?

The Quality Evaluation process would start as soon as the item is received at the warehouse. This process would normally take 48 hours but may extend due to the following reasons:

  1. Fortitous Events (Acts of Nature, Government driven circumstance)
  2. Electronic Items that would require additional testing
  3. Items that would require Merchant testing andor QC

For scenarios mentioned above, an email will be sent to inform you of the situation and that QC and testing may take up to a maximum of 30 days. Replacement/ Refund process only begins after we have completed the evaluation of your returned product. Please see below the link to your reimbursement options.

- Refunds

- Replacements

How do I track my return status?

You can track return status using the tracking number provided to you by our logistics partner, LBC. Simply enter this tracking number on their Track & Trace Tool. You may also track the status of your returned item via our Order Tracking tool. Simply enter both your order number and the email address you used when you placed the order.

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. For non-store credit refund methods, 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 / Installment Credit reversal 5 to 15 banking days
Note: The amount may be reflected in your next billing cycle
Debit card / Installment Debit reversal 5 to 45 banking days (depending on your issuing bank)
Note: The amount may be reflected in your next billing cycle
Paypal Paypal reversal (if Paypal Balance) 1 to 3 business days
Credit reversal (if Paypal is linked to a Credit Card) 5 to 15 banking days
Note: The amount may be reflected in your next billing cycle
Debit reversal (if Paypal is linked to a debit card) 5 to 45 banking days (depending on your issuing bank) Note: The amount may be reflected in your next billing cycle
Cash on Delivery (COD) Bank transfer 1 to 2 banking days
LBC remittance 1 to 2 business days
Store credit
Store credit Store credit
HelloPay HelloPay
Megalink Bank transfer 1 to 2 banking days
LBC remittance 1 to 2 business days

NOTE: LBC Remittance is available for refunds worth 5,000 PHP and below. To claim the remittance, a valid ID showing your complete name is to be presented to the remittance center for verification.

I have bought an item on promotion or with a voucher. What amount will you refund me?

For items purchased on sale, the amount refunded will be the exact amount paid, and not its original value. For example: If you purchased an item on sale for ₱ 900 and its original value was ₱ 1,800, we will refund you ₱ 900.

If you purchased an item with a voucher, we will refund you the amount you paid for the item and provide you with a replacement voucher with the same value as the original voucher.

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, is valid for 365 days and can be extended when unused.

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

How do I use my store credit?

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

  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.

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 about 2 business days. We will send you an email and SMS notification once completed.

Once the item has undergone the quality evaluation process, you can expect the replacement to be delivered within the following time frame:

  • In Metro areas: 1 - 7 working days
  • In Non-Metro areas: 5 - 12 working days

*In case of weather disturbances and other natural calamities, please refer to the website for updates as lead time may vary.

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.