Non-DRTM Return Overview

3.3K• Published on March 21, 2023

Lazada assists LazMall* sellers in handling their returns for a seamless selling experience. Our agents are trained to do quality checks and accurately evaluate return requests to give a 100% fair settlement for both buyers and sellers.

*Excluding sellers who opted to have Delivered by Seller option

	Buyer Return Policy
	Process Overview
	FAQs

Our Easy Refund Policy for buyers aims to provide our customers with a 100% worry-free shopping experience so they can confidently buy more from you, our sellers. For your reference, below is our buyer return policy which we use to evaluate return requests with:

Return coverage:

30 days from the delivered date

Accepted Return Request reasons:

	Damaged / Faulty Item Item received is damaged / does not work properly
	Expired Item Item is beyond the expiration date
	Item does not match description / pictures Item does not match the picture published in the product page
	Received Wrong Item The item delivered to the customer is not what they ordered
	Counterfeit Items Items that are fake
	Missing Accessories / Freebies Accessories/Freebies promised in the description are not in the package/missing

Accepted Refund Only Request reasons:

Package Not Received

If the order is tagged as delivered but buyer did not receive a package

Empty Package / Fraudulent Item

If you received an empty package or filler items


	The buyer files an Online Return Form and proceeds to send the item to our Lazada Warehouse		Our Returns team conducts a quality check of the returned item and decides whether the return request is valid or invalid.*		If the return request is valid and the refund has been charged to the seller, we will return the item to the buyer within 25 days from the refund date.

*If valid, the customer will be refunded and the item will be returned to you. If invalid, the item will be sent back to the customer.

Please be advised that the reasons below are valid for refund-only requests. This means that the refund will be charged to you and the items won't be returned to you:
1. Incomplete/Missing item Received within the Package
2. Missing Parts/Freebies
3. Wrong item
4. Damaged
5. Not as advertised
6. Defective item
7. Expired item
8. Counterfeit
9. Warranty Issue
10. Order with Anomalies
11. Missing Sales Invoice

If the item is not returned to you within 25 days from the refund date, please file a claim within 30 days here.

a. Select your concern: Claims - Filing of Claims/Disputes

b. Claim type: Lost item

c. Claim Reason: Item not yet Returned

d. Fill in your Order # and Tracking #

e. Click Submit

Our Returns team is trained to do a careful and fair evaluation of return requests. Should you disagree with the outcome of our quality check, you may file a claim here within 30 days.