Agreement and Policies

Partner Support

This article contains the frequently asked questions regarding our Agreement and Policies.  Click on one of the following questions to get more information:

 

Lazada Singapore's policy on Pre-Owned and Refurbished Products

Lazada’s policy on Counterfeits, Replicas and Intellectual Property Infringement

Return Process and Policy

What is Lazada's customer return policy?

What do I do when an item is returned?

If I receive an invalid return, what do I do?

How do Lazada charged seller of shipping fee for a returned item?

 

 

Lazada Singapore's policy on Pre-Owned and Refurbished Products

To protect customers from purchasing damaged and/or faulty items, the sale of “used”, “pre-owned” or “second-hand” items is prohibited on Lazada Singapore. On the contrary, the sale “refurbished” items is permitted.

Distinguishing “Refurbished” Products

Refurbished products may also be pre-owned, but have been repaired and verified by the manufacturer’s own specialists or a repair center authorized by the manufacturer, certified to be fully functional, and resold with at least 3 months warranty.

 

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Lazada’s policy on Counterfeits, Replicas and Intellectual Property Infringement

Counterfeits and Replicas

We take product authenticity very seriously. The sale of counterfeit products on the Lazada platforms, including any products that have been illegally replicated, reproduced, or manufactured, is strictly prohibited.

It is each seller’s responsibility to source and sell only authentic products and to immediately deactivate any product that is in violation of our guidelines:

1. Items that apply a trademark (e.g. a brand or character logo) on the product, the product packaging, or anywhere in relation with the product, without authorization by the trademark owner.
2. Items that contain specific design elements (e.g. cartoon characters or colorways) protected by a trademark, without the authorization by the trademark owner.
3. Items that bear such similarities with other products that they are likely to deceive buyers into thinking they are made or sold by the owner of the other product's brand (e.g. a replica of a branded item with or without altered logos).
4. Items that are in violation of any local country laws in which they are sold

In case of doubt we advise you to talk to the manufacturer and/or distributor of the products, and to your legal advisors. Lazada will collaborate closely with brand owners, its customers and the authorities to prevent the sale of counterfeit items.

 

Other Intellectual Property Infringement

We aim to protect rights owners from copyright or trademark infringement. The unauthorized use of images and product photos from the rights owner is illegal and is strictly prohibited by Lazada.

It is each seller’s responsibility to use their own product images when creating a listing. If you wish to use someone else's photos and images, ensure you have permission from the rights owner or creator.

 

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Return Process and Policy

 

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What is Lazada's customer return policy?

All items sold on Lazada Singapore are covered under the "100% Buyer Protection" and/or "Satisfaction Guaranteed". The logo of either/both applied Return policy can be found on our website, on the item/product page. Depending on the applied Return policy, you may return your item to us within 7 or 14 calendar days. Countdown starts from the date the customer received the item to the time they fill out the Online Returns Form.

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What do I do when an item is returned?

You will receive a return form with the item indicating the return reason. Sellers would have to accept the return, if they refuse to take the item, it will be treated as "abandon" by seller.

Based on Lazada seller agreement, all return items must be accepted. Lazada will investigate your claim, which takes an average of two weeks. In the event that you do not agree with the return,

Please fill out the Seller Claims Form. 

What information is required?

There are 12 fields that need to be filled in.

  1. Seller Center name - Name registered in Seller Center. This is not to be confused with your legal entity name.
  2. Seller Center ID - ID registered in Seller Center - e.g. SG****
  3. Email address and contact number
  4. Phone number - your contact number for our agent to contact you in future
  5. Order number - Order number of the returned item that you wish to claim for dispute. Please make sure that this detail is accurate. If you do not know the order number please contact our Partner Support Center. One claim is required for each order.
  6. Lazada SKU - SKU of the returned item. This is not to be confuse with your seller SKU.
  7. Item Price - Price of the item
  8. Item Returned Date - Date when item was returned to seller
  9. Where is the item now - current location of the item
  10. Reason for Return - Please choose the most appropriate reason for your claim.
  11. Claim Details - Any additional comments you wish us to know when we look into your case. It is advisable to give a detailed comment for our agent to understand the case better.
  12. Upload a file - Upload any pictures or files to support your claim. It is advisable that the more proof provided, the easier it will be for an agent to investigate on the issue.

 

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If I receive an invalid return, what do I do?

Sellers can raise a dispute request immediately within 48hrs if in any case that they do not agree with the QC result upon receiving the return item. In the event that returns are defective, we advise you to fill out the Seller Claims Form. Lazada will investigate your claim, which takes an average of two weeks. If you do not receive any notification after two weeks, claims is deemed in your favor and payment will processed.

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How do Lazada charged seller of shipping fee for a returned item?

Sellers are charged based on the dimension of the item maintained in the Seller Center.

 

 

You may reach out to our Partner Support Center via "Contact Us" or Chat.

Operation Hours : Monday - Friday ( 9.00 AM - 6.00 PM ) excluding Public Holidays

 

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