Return Policy Page

1. Application for return/refund

1.1 Subject to the terms of this Refund and Returns Policy and the Terms of Service, the Buyer may apply for the return of purchased items ("Items") and/or before the expiration of the Lazada Shop Guarantee as specified in the Terms of Service.

1.2 Lazada Shop Guarantee is a service provided by Lazada Shop at User's request to help Users deal with certain conflicts that may arise during transactions. Users may contact each other privately to resolve their differences or contact their relevant local authorities to help resolve any disputes before, during or after using the Lazada Shop Guarantee.

2. Applying for a refund of an item

2.1 The buyer may only apply for item returns and/or refunds in the following circumstances:

The item has not been received by the buyer;

The item is defective and/or damaged during delivery;

Items received are incomplete (missing quantities or accessories);

The seller has delivered an item that does not match the agreed specifications (eg wrong size, color, etc.) to the buyer;

The item delivered to the buyer is materially different from the description provided by the seller in the item listing;

The item received is a duplicate item**;

The item received has physical damage (eg dented, scratched, broken);

the item received is defective (ie defective, does not function as intended);

Confirmation shall be sent to the Lazada Shop by the Seller and by private agreement with the Seller and such agreement shall be confirmed; or

change of mind*

*Many return policy changes are applicable to certain categories only and are limited to certain sellers only.

**Counterfeit item return policy applies to Lazada Shop Mall sellers only.

2.2 Buyer's application must be submitted through the Lazada Shop mobile app.

2.3 Lazada Shop will review each Buyer's application on a case-by-case basis and determine whether the Buyer's application is successful in its sole discretion.

2.4 Please note that, if required by Lazada Shop, the Buyer must send the item to a location designated by Lazada Shop within ten (10) calendar days of the return request being raised.

2.5 Your request for refund and refund will be approved by Lazada Shop at its sole discretion. Buyer acknowledges and agrees that Lazada Shop's decision is final, conclusive and binding and covenants and agrees that it will not bring suit or otherwise assert any claim against Lazada Shop or its affiliates with respect to such decision.

2.6 In the event that the Buyer takes legal action against the Seller, the Buyer may provide Lazada Shop with formal notice from the appropriate authority requesting the withholding of the purchase amount pending a formal determination. Lazada Shop, in its sole and absolute discretion, will determine whether it is necessary to continue to hold such purchase funds.

3. Seller's right of choice

3.1 If you are a Preferred Seller, you should receive a separate written notice from Lazada Shop informing you of your selection to participate in the Lazada Shop Preferred Seller Program. If at any time you decide not to participate in the Lazada Shop Preferred Seller Program, please notify Lazada Shop in writing; Otherwise, you will be deemed to have elected to continue your participation in the Lazada Shop Preferred Seller Program and agree to the terms set forth in this Refund and Refund Policy. Lazada Shop may, at any time and in its sole discretion, suspend or remove any Preferred Seller from the Lazada Shop Preferred Seller Program.

3.2 Lazada Shop's determination to return or authorize the return of an item in accordance with clause 2 above is binding on the relevant Preferred Seller. Preferred Sellers agree to comply with all procedures necessary to effectuate Buyer's request for a refund or refund authorized by Lazada Shop.

3.3 For any refund or return request authorized by Lazada Shop, Lazada Shop will notify the Preferred Seller by email ("Email Notification") and arrange for the relevant Returned Item to be delivered to the address provided to Lazada Shop in writing by the relevant Preferred. seller To complete the refund and return process, as long as such address is located in the country where the relevant item was listed for sale on the Site (a "Local Address"). If the preferred seller fails to provide a local address for returning the returned item or otherwise fails to deliver the returned item within a reasonable time (as determined by Lazada Shop), Lazada Shop reserves the right to dispose of such item in any manner. As it deems fit and preferred Seller shall be deemed to have forfeited all rights to such item. If Preferred Seller does not receive the returned item then Preferred Seller must notify Lazada Shop within seven (7) days of receiving the email notification ("Notification Period"). not to fail

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Preferred Seller agrees not to make any claims or disputes related to any such item.

3.4 Notwithstanding the foregoing, Lazada Shop may, in its sole and absolute discretion, determine that an item authorized for return or return shall not be returned to the Preferred Seller and the Preferred Seller shall be deemed to have waived all rights to such item.

3.5 For rejection or return by Lazada Shop where the relevant item has been accepted by Lazada Shop, Lazada Shop will arrange for delivery of such item to the relevant Buyer's address in accordance with section 2 above.

3.6 Where Lazada Shop approves a refund or refund request, the Preferred Seller may appeal such decision by contacting Lazada Shop and providing evidence in support of such appeal. If Lazada Shop supports the preferred seller's application, it will distribute all or part of the purchase price to the preferred seller. Preferred Seller acknowledges and agrees that Lazada Shop's decision is final, conclusive and binding and agrees and agrees that it will not bring suit or otherwise make any claims against Lazada Shop or its affiliates in connection with such decision.

4. Rights of Common Sellers

4.1 For the purposes of this Refund and Return Policy, General Sellers are Sellers who are not Mall Sellers or Preferred Sellers.

4.2 When Lazada Shop receives an application for item return and/or refund from the Buyer, Lazada Shop shall notify the Seller in writing. Seller may respond to Buyer's request in accordance with steps provided by Lazada Shop in written notice. Seller must respond within the time specified in the written notice ("Time Limit"). If the Lazada Shop does not hear from the Seller within the specified time, the Lazada Shop will assume that the Seller has no response to the Buyer's application and proceed to evaluate the Buyer's application without further notice to the Seller. Lazada Shop will review each Seller's response on a case-by-case basis and, in its sole discretion, determine whether the Buyer's application may be successful under the circumstances described by the Seller.

5. Terms of Returning Items

5.1 In order to enjoy a hassle-free experience when returning the item, the buyer must ensure that the item, including any complimentary items such as accompanying accessories, must be returned to the seller in the condition in which the buyer received it at the time of delivery. We recommend that the buyer take a photo of the item upon receipt.

6. Liability for Return Shipping Fees

(a) In the event of an unforeseen error from Seller's end (eg - damaged, defective or wrong item delivered to Buyer), Seller shall bear Buyer's return shipping fees.

(b) In the event of Buyer's change of mind, Buyer shall obtain Seller's consent prior to requesting a return and Buyer shall bear return shipping fees.

(c) In the event that both Seller-Buyer parties dispute the party responsible for the return shipping fee, Lazada Shop shall determine the party responsible for the return shipping fee at its sole discretion.

7. Refunds

7.1 Lazada Shop will issue refunds to the Buyer only after confirmation from the Seller that the Seller has received the returned item. If Lazada Shop does not hear from the Seller within a specified period, Lazada Shop shall be at liberty to refund the applicable amount to the Buyer without further notice to the Seller. Refund will be made to buyer's credit/debit card or nominated bank account as applicable.

8. COMMUNICATIONS BETWEEN BUYER AND SELLER

8.1 Lazada Shop encourages users to contact each other regarding transaction issues. Since Lazada Shop is a platform for users to conduct trading, the buyer should contact the seller directly for any issue related to the item purchased.

Last updated: 2 August 2021