Detailed explanation of Lazada’s reverse logistics policy and process for handling failed products
The Lazada platform has formulated detailed reverse logistics policies to ensure consumer rights and enhance shopping experience. This includes buyer return policies and handling mechanisms for products that fail to be delivered.
Buyer Return Policy
According to Lazada’s regulations, after receiving the goods, buyers can choose the actual reason for return and return the goods for free (non-LazMall products have a 7-day return period, while LazMall products have a 15-day return period). All goods returned by buyers will be returned directly to the seller instead of being resold. The specific return processing steps are as follows:
- Warehouse quality inspection: The warehouse will conduct quality inspection on the products returned by the buyer. Products that fail the quality inspection will be returned to the buyer; products that pass the quality inspection will be returned to the seller. link.
- Product value evaluation: For all sites (except Vietnam), products with a value of more than 10 US dollars will be returned to the seller, while products with a value of less than or equal to 10 US dollars will be processed by the warehouse. Products shipped using Thailand land shipping service will not be returned to the seller.
- Special Product Handling: Products returned to sellers will first be shipped to Lazada’s Hong Kong warehouse. If the value of the product exceeds US$100, the total length, width and height exceeds 150 cm or the weight exceeds 3 kg, the seller must go to the Hong Kong warehouse to pick it up.
Secondary sales policy for products with failed delivery
When the package reaches the destination country, if the first delivery fails, Lazada allows up to three delivery attempts. Packages that are ultimately unsuccessfully delivered will be returned to the local Lazada warehouse and undergo a series of quality inspection procedures:
- Compare order information with details on the product description page.
- Check whether there are any product quality problems.
- Confirm whether it matches the description of the goods (including descriptions, pictures, specifications and colors).
- Verify whether it is the wrong product.
- Check if there are any missing parts or goods.
- Whether the standard packaging box of the product is complete.
- Determine whether it belongs to the prohibited and restricted category. Products in this category will be directly deemed to have failed the quality inspection.
Products that fail to pass any of the above quality inspections will be scrapped, while products that pass the quality inspection will have the opportunity to enter the secondary sales process. It is worth noting that products that fail to be delivered in Singapore will directly enter the process of being returned to the seller and will no longer participate in secondary sales. In addition, when resold products are sold again within 28 days, Lazada will not charge international shipping and last-mile shipping. If the delivery fails again, the product will no longer enter the secondary sale process. For products that fail to be resold, the subsequent processing methods are the same as those for buyer returns. In particular, at the Vietnam site, if the goods that have failed to be delivered are not successfully re-sold, the Lazada warehouse will be responsible for the destruction. Sellers will also receive an email every week with an attached Excel document that records in detail the product information returned to Hong Kong from six sites due to delivery failures and buyer returns in the previous week, as well as the details of the products processed locally.
The above are the main contents of Lazada’s reverse logistics policy, which is designed to help sellers better understand and comply with relevant regulations, so as to effectively manage returns and failed delivery products.