Refund/Return Policy For eCommerce Platforms (Lazada, Shopee, Zalora)

Guest Contributor

Guest Contributor

Last updated 13 July, 2022

Do you know what your favourite eCommerce platform's refund/return policy is? 

Refund and return policies have made shopping online more convenient and dependable. Such policies for eCommerce platforms vary, but most of them have a similar approach. Generally, you can return an item if it is unused and in the same condition as when you received it. You will usually need to provide proof of purchase, such as your order number or receipt, to process a refund. 

Lazada return/refund policy 

Lazada's return policy is straightforward. You have seven days to return an item, and no “change of mind” returns are allowed. You also have to return the item in the same condition as when you received it, and you will have to pay for the shipping costs.

Only LazMall items are subject to a 15-day refund policy. Lazada sells these items and not third-party sellers.

Suppose you have an item that doesn’t seem worth very much, like a pair of socks, for example. You can get a Lazada refund, and they’ll tell you how to dispose of their products themselves! 

How to return Lazada items

If you want to return an item you bought from Lazada, you can do so by logging into your account and going to the ‘My Orders’ page. Find the order that contains the item you want to return and click on ‘Return Item’. 

You will then have to choose a reason for returning the item and provide additional information. You will also have to specify whether you would like a refund, replacement, or store credit.

After submitting the return request, Lazada will send you an email with further instructions. Make sure to read the email carefully to know what to do next.

Shopee return/refund policy

The Shopee return policy is known as the ‘Shopee Guarantee’ or ‘Settle with Seller’. This means that if you want to return an item, you have to contact the seller and mutually agree to return the item. If you have not tapped ‘Order Received’ after placing your order, then there’s still time to request a return. 

The seller then has to agree to refund you, and Shopee will not get involved in the process. This can be a bit of a hassle because it can be challenging to reach an agreement with the seller, especially if they are not responsive. However, it is essential to keep in mind that Shopee does not have a refund or return policy, so you will have to settle this matter with the seller privately.

Shopee’s ‘15 days return’ is for those who have purchased their items from the Shopee Mall. You will have to return the item in its original condition and packaging, and you will have to pay for the shipping costs.

The number of items available on Shopee Mall is relatively few. Still, you can rest assured that they’re authentic since only the brand owners and authorised distributors have been invited to list their products.

Shopee Cancel Order

On Shopee, you may cancel an order by going to the ‘My Orders’ tab and selecting the order you wish to cancel. Then, select the ‘Cancel Order’ option.

You will have to select a reason for cancelling the order and provide additional information. After submitting the cancellation request, Shopee will send you an email with further instructions.

How to return items at Shopee

If you want to return an item, you can do so by going to the ‘My Orders’ page and clicking on the ‘Return Item’ button. You will then have to fill out a form and select a reason for returning the item. After that, you will have to wait for the seller to agree to refund you.

Zalora return/refund policy

Zalora understands that there are times when you need to return an item, and they make it simple for their customers in a way that no other retailer does. Zalora’s refund policy allows you to get a refund within 30 days of receiving the package, provided it’s not delicate and personal products (such as underwear). The status of whether the product can be returned or not will be indicated on each product page, which you can check before purchasing.

How to return items at Zalora

In any case, most items can be returned to Zalora for a quick refund. You’ll get your money back after they receive the product! 

The process is easy; fill out the return request and return the unwanted item at a POP Station or via mail delivery.

Items not eligible for refunds/returns on Lazada, Shopee and Zalora

Some items are not eligible for refund or returns on these platforms. Food and perishables on Lazada and customised or made-to-order items on Shopee and Zalora aren’t eligible for refunds or returns. It’s always best to check the respective websites for a complete list of the refund and return terms and conditions before making your purchase.

Most items, including clothes, electronics and cosmetics, should be eligible for refund or return. So if you’re not happy with your purchase, don’t hesitate to reach out to the platform’s customer service for help. Most of them are more than willing to assist you in any way they can.

How to receive your refund

All three platforms can make refunds according to your payment method used. 

Do note that it may take a while for the refund to be reflected in your account. So if you don’t see the refund immediately, don’t panic. Give it some time, and it will eventually show up.

Getting a refund using a promo code or discount voucher

Many people are often unsure if they can get a refund if they’ve used a promo code or discount voucher when purchasing the item/s. You usually can’t get refunds when you’re using promo codes or discount vouchers.

This is because promo codes and discount vouchers are essentially discounts that have already been applied to the item’s original price. So in most cases, you will not be refunded the total amount if you return an item purchased using a promo code or discount voucher.

However, there are some exceptions – for example, if the item is defective or not as described. In such cases, you should reach out to customer service to assist you further.

All in all, it’s always best to read the refund and return policy of the platform you made your purchase on carefully. This will help ensure that you know exactly what to expect if something goes wrong with your order.

Are there special procedures for refunds/returns of large items?

Yes, there are usually special procedures that need to be followed for refunds or returns of large items such as furniture or appliances. This is because such things often have to be picked up by the seller, which can take some time to arrange.

As such, it’s best to reach out to customer service as soon as possible after you’ve made your purchase. They will be able to guide you through the refund or return process and let you know what needs to be done to get a refund or replacement goods.

It’s also important to note that some platforms may have different refund and return policies for specific items. So if you’re not sure whether your item is eligible for a refund or return, it’s best to check with customer service first.

What to do if you receive a faulty or spoilt item 

If you receive a faulty or spoiled item from an eCommerce platform in Singapore, you can usually return the item for a refund or replacement..

On Lazada, you have 14 days to return the item if it is defective or damaged. You will also need to provide photos or videos of the defective or damaged item. Once the return is approved, Lazada will refund you.

Meanwhile, on Shopee, you have to notify customer service of any defective or damaged items within 48 hours of receiving the order. Shopee will then refund you.

FAQs on refund/return policy for eCommerce platforms 

What is a typical eCommerce return policy?

E-commerce stores have a standard return policy of 15 to 30 days, but some businesses extend this period until 90 days.

What should a return policy include?

Return policies vary by company, but there are always some conditions that need to be met for customers to return an item. This includes the timeframe over which returns are accepted and what items cannot go back into circulation once they have been opened or used.

There is nothing more satisfying than getting rewards for your purchases. And with the best shopping credit cards, you can get credit card rewards while enjoying your shopping experience.

Read these next:

Shopee Promo Codes And Credit Card Discounts (March 2022)
Lazada Promo Codes And Credit Card Promotions In Singapore 2022
Zalora Promo Codes And Deals (2022)
Food Delivery Promo Codes 2022: GrabFood, Deliveroo, Foodpanda, WhyQ
Which Online Grocery in Singapore Delivers the Biggest Savings?


Use a personal loan to consolidate your outstanding debt at a lower interest rate!

Sign up for our newsletter for financial tips, tricks and exclusive information that can be personalised to your preferences!