Lazada’s new enhanced policies make refunds and returns a breeze
FOR many of us, shopping online is irresistible. Nothing beats the ease of ordering items with just a few clicks, and the excitement of packages arriving at your doorstep.
But for some, this convenience comes with a big dose of hesitation.
For years, the idea of online shopping made Robyn Lee uncomfortable. Lee – who shares that her petite stature makes shopping for clothes online a challenge – says the thought of ordering something she couldn’t physically see, touch, or try on seemed risky.
Running her own small catering business means time is always tight, so online shopping felt like the easiest option.
“There’s always that risk – wrong sizes, incorrect colours, damaged goods or simply the wrong item,” says Lee who admits that in the past, she’s just kept such items to avoid the headache of returning them.
“I just couldn’t shake off the fear of wasting my hard-earned money on something I wouldn’t be able to return easily,” she adds.
A close-friend of hers – a seasoned online shopper, urged her to check Lazada’s enhanced return and refund policies.
Lee’s friend reminded her to look out for the ‘30 Days Free Returns’ tab on either LazMall or Choice items before making a purchase.
Feeling reassured, Lee spotted a pair of pleated pants on LazMall marked down by a whopping 53%. Unable to resist the deal, she decided to take the plunge.
“The jeans looked great on the model, but when it arrived, it was way too long and too big for me, despite ordering it in the smallest size. So I put Lazada’s return policy to the test.”
The Lazada CLEO chatbot helped Lee navigate the process.
“The CLEO customer care was a big help. It gave me clear instructions on how to return the item, and where I could drop it off,” Lee explained, adding that the process was sleek and fast.
“I know I was hesitant before, but the ease of returning an item and getting a quick refund has completely transformed the sceptic in me,” she added.
Simple and seamless
As a journalist, Mark Eriwari often found himself drowning in work with little time to spare. When his girlfriend’s birthday rolled around, he opted for a body mist from LazMall to save time.
“She’s all about perfumes and anything scented, but I just couldn’t make it to the mall,” he shared.
The package arrived within two days, but the fragrance turned out to be too sweet for her liking.
“I spotted a ‘Change of Mind’ option when I placed the order, and being a journo, naturally, I had to check it out,” he chuckled.
The ‘Change of Mind’ feature was exactly what it sounded like – customers could return products as long as they were in pristine condition, no questions asked.
However, Mark was still a bit concerned that he might not be able to process his return and refund, as he was sent on a 10-day outstation assignment.
“As someone constantly on the go I’m relieved that LazMall’s return window is now 30 days, giving me peace of mind and ensuring I don’t end up stuck with something I didn’t want.”
Mark found the process of returning his purchase effortless.
With just a few taps on the Lazada app, Mark initiated a return and was pleasantly surprised.
“I couldn’t believe how easy the process was,” he said. “I just went to ‘My Orders,’ selected the item, clicked on ‘More Details,’ and followed the steps to return it.”
From there, he was guided to the ‘Return Request’ page, where he uploaded a few photos of the product and provided his reason for the return.
Mark was relieved to find that he could even schedule a pick-up from his office, avoiding the hassle of dropping the return order off himself.
With the streamlined process, tracking the return and refund was quick and simple.
The cherry on top? The entire process was fast, free, and efficient.
Within a few days, the return was processed and Mark received a refund directly to his original payment method.
“The tracking system was seamless –I knew exactly where the package was every step of the way. No stress, no fuss, just a straightforward experience,” he concluded.
Goodbye stress, hello online shopping
Whether you've had some bumps with online shopping before or you're just a bit hesitant to dive in, Lazada’s updated return and refund policies will give you peace of mind.
Just like Lee and Mark, you can now shop worry-free, knowing your orders are backed by a platform with policies designed to make your shopping experience as smooth and hassle-free as possible.
Learn more about the returns and refunds on Lazada here.
