How to Return Items on Lazada
Receiving a wrong item, a damaged product, or something that simply doesn't match the listing is frustrating. The good news: Lazada has a structured return and refund process. If you follow the correct steps within the allowed timeframe, getting your money back is straightforward. Here's how to do it.
Understanding the Return Window
Lazada's return policy varies by product type and seller:
- LazMall items: Typically 15-day hassle-free returns for most categories
- Regular seller items: Usually 7 days from delivery confirmation
- Non-returnable items: Certain categories (e.g., underwear, perishables, digital goods, hazardous materials) are excluded
Important: The return window starts from the date the order is marked as delivered — not when you open the package. Open and inspect your items as soon as they arrive.
Step-by-Step: Filing a Return Request
- Open the Lazada app and go to Me → Orders
- Find the relevant order and tap "Return/Refund"
- Select the specific item(s) you want to return
- Choose a return reason from the dropdown (e.g., "Wrong item received", "Item damaged", "Does not match description")
- Upload clear photos or a short video as evidence — this is critical for approval
- Choose your preferred resolution: Refund only or Return & Refund
- Submit the request and wait for seller or Lazada approval (usually within 2–3 business days)
How to Pack and Ship the Return
Once your request is approved:
- Pack the item securely in its original packaging if possible
- Include all accessories, freebies, and the original invoice
- Attach the return label generated in the app
- Drop the parcel at the designated return courier or drop-off point specified in your approval notice
Keep your drop-off receipt. This is your proof of return shipment if a dispute arises.
Refund Timeline
| Payment Method | Estimated Refund Time |
|---|---|
| Lazada Wallet | 1–3 business days |
| Credit/Debit Card | 7–14 business days |
| Online Banking / Transfer | 5–10 business days |
| Cash on Delivery | Refunded to Lazada Wallet |
Common Reasons Returns Get Rejected
- Request filed after the return window has closed
- Insufficient evidence — blurry photos or no unboxing video for high-value items
- Item returned incomplete (missing accessories or original packaging)
- Attempting to return an item in a non-returnable category
- Signs of damage caused by the buyer, not transit or manufacturing
Escalating to Lazada Customer Support
If your return request is rejected and you believe it was unjust, you can escalate directly to Lazada's dispute resolution team via the in-app chat or Help Center. Provide your order number, return request ID, and all photographic evidence. For LazMall purchases, escalations tend to be resolved more quickly due to stricter seller accountability.
The golden rule: record an unboxing video for every significant purchase. This single habit eliminates most disputes before they start.