Returns and Refunds Policy for Zalada.com

Last Updated: November 2, 2023

At Zalada.com, we are dedicated to ensuring your complete satisfaction with our products and services. Our Returns and Refunds Policy is designed to provide comprehensive guidelines for returning items and obtaining refunds. Please take the time to read this policy carefully to understand our practices and ensure a smooth return and refund process.

 

1. Returns

1.1 Eligibility for Returns

To be eligible for a return, the following conditions must be met:

• The item must be in new and unused condition.
• The item must be returned within 30 days of the original purchase.

1.2 Non-Returnable Items

Certain items are not eligible for return. These include:

• Gift cards.
• Downloadable software products.
• Perishable goods such as flowers or books.
• Personal care items like cosmetics, skincare, and hygiene products.

1.3 Return Process

Returning an item is a straightforward process. Here are the steps to initiate a return:

• Contact our team at returns-support@zalada.com to request a Return Authorization (RA) number. Please provide your order number and the reason for the return.
• Once you receive the RA number, package the item securely with the original packaging, including all accessories and documentation.
• Clearly mark the RA number on the outside of the package.
• Ship the item to the address provided with your RA number. Please note that the cost of return shipping will be the responsibility of the customer.

1.4 Tracking Your Return

After shipping the return, it's advisable to track the shipment to ensure it reaches our facility. We recommend retaining the tracking information until the return has been processed.

1.5 Inspection of Returned Items

Upon receiving your returned item, our team will inspect it to ensure it meets the return eligibility criteria. If the item is found to be in new and unused condition, your return will be approved.

1.6 Return Approval

We will notify you of the approval or rejection of your return. If your return is approved, a credit will automatically be applied to your original method of payment within 14 days.

2. Refunds

2.1 Refund Process

Our refund process is designed to be efficient and transparent. Here's how it works:

• Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
• If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 days.

2.2 Late or Missing Refunds

If you haven't received a refund as expected, please follow these steps:

• Check your bank account or credit card statement to verify if the refund has been processed.
• Contact your bank or credit card company as there may be processing time before a refund is posted.
• If you've completed these steps and have not received your refund, please contact us at refunds-support@zalada.com.

2.3 Refund Methods

Refunds are typically issued in the same method as the original payment. If, for any reason, this is not possible, we will work with you to find an alternative refund method that is agreeable to both parties.

3. Exchanges

We do not offer exchanges for products. If you wish to exchange an item, you must follow the return process and then place a new order for the desired product.

4. Damaged or Defective Items

In the rare event that you receive a damaged or defective item, we are here to assist you. Please follow these steps:

• Contact us at returns-support@zalada.com within 1 day of receiving the product to report the issue.
• Our customer support team will provide instructions on how to return the item or resolve the issue.
• We may request photographic evidence of the damage to assist in our assessment.

4.1 Return of Damaged or Defective Items

If the return of a damaged or defective item is necessary, we will provide a prepaid return label to cover the cost of return shipping. Please use this label to return the item.

4.2 Resolution Options

Upon receiving the damaged or defective item, we will assess the situation and offer one of the following resolutions:

• A replacement of the item at no additional cost.
• A refund for the full purchase price, including shipping costs.
• An alternative solution that is agreeable to both parties.

5. Cancellation of Orders

If you need to cancel an order, please contact our customer support team as soon as possible. The ability to cancel an order depends on whether the order has been shipped. Here are the scenarios:

5.1 Order Not Shipped

If the order has not been shipped, we will process the cancellation and issue a refund in accordance with our refund process.

5.2 Order Already Shipped

If the order has already been shipped, you will need to follow the return process upon receiving the item. The refund will be issued once the item is returned and inspected.

6. Return Shipping Address

For the correct return shipping address, please contact our customer support team at returns-support@zalada.com. Do not return items to the address on the original packaging.

7. Contact Us

If you have any questions or concerns about our Returns and Refunds Policy, please don't hesitate to contact us at customer-support@zalada.com. We are dedicated to providing you with the best possible shopping experience and will assist you with any inquiries or issues.

8. Additional Considerations

8.1 Return Timeframes

It's important to note that the timeframe for processing returns and refunds may vary. Please allow sufficient time for the return to be received, inspected, and the refund to be processed. Our aim is to handle returns and refunds as quickly and efficiently as possible.

8.2 Restocking Fees

Zalada.com does not charge restocking fees for returned items. We believe in a transparent and straightforward returns policy.

8.3 Return Packaging

To ensure the safe return of items, it's advisable to use the original packaging or equivalent secure packaging. All accessories and documentation that came with the item should be included in the return package.

8.4 Tracking Your Return

We recommend tracking your return shipment to ensure it reaches our facility. Retain the tracking information until the return has been processed.

8.5 Return Approval Criteria

The decision to approve or reject a return is based on the condition of the item and its adherence to the eligibility criteria outlined in this policy. Our goal is to ensure fairness and consistency in the return process.

8.6 Third-Party Purchases

If you purchased a product from Zalada.com through a third-party retailer, please refer to the return and refund policies of that retailer, as they may differ from those stated here.

9. Legal Compliance

We are committed to complying with all relevant consumer protection laws, and this policy is in line with the applicable laws and regulations. Your rights under these laws are not affected by this policy.

9.1 Consumer Protection Laws

Our returns and refunds policy is in accordance with the consumer protection laws of the United States. These laws provide you with certain rights regarding returns and refunds, and our policy aligns with these rights.

9.2 International Shipping and Returns

For customers located outside the United States, it's important to be aware of the specific regulations and laws that govern international shipping and returns. While our policy is designed to be fair and transparent, some aspects may vary based on your location.

10. Governing Law

This Returns and Refunds Policy is governed by and construed in accordance with the laws of the United States. It is essential to understand the legal framework within which this policy operates.

10.1 United States Laws

For customers within the United States, the governing law of this policy is the law of the United States. The laws of individual states may also apply, so please consult your state's specific consumer protection laws for further guidance.

10.2 International Laws

For customers located outside the United States, the policy is governed by international law and, where applicable, the laws of the country to which the product is shipped.

11. Dispute Resolution

If you have concerns about the handling of returns and refunds or need assistance with a specific issue, please contact us first at customer-support@zalada.com. We are committed to resolving any disputes regarding your shopping experience with us.

11.1 Contacting Customer Support

Our customer support team is here to assist you with any questions, concerns, or issues you may have. Please reach out to us at customer-support@zalada.com, and we will make every effort to address your needs promptly.

11.2 Escalating Disputes

If you believe that your return or refund request has not been handled satisfactorily after contacting customer support, we have an escalation process in place. You can request to have your case reviewed by a higher authority within our organization.

11.3 Independent Authority

If, after exhausting all avenues within our company, you still feel that your concerns have not been adequately addressed, you have the right to file a complaint with the relevant consumer protection authority in your jurisdiction. We are committed to cooperating fully with any official investigations.

12. Entire Agreement

This Returns and Refunds Policy constitutes the entire agreement between you and Zalada.com regarding the return and refund process for items purchased on our website. It is important to understand the scope and coverage of this policy.

12.1 Amendments and Updates

We reserve the right to amend or update this policy to reflect changes in our practices or legal requirements. Any changes will be posted on our website, and it is your responsibility to review the policy periodically for updates.

12.2 Acceptance by Using Our Website

By using our website and making a purchase, you are acknowledging and accepting the terms of this Returns and Refunds Policy. It is essential to understand the implications of this acceptance.

13. Effective Date

This Returns and Refunds Policy is effective from the date of your acceptance by using our website and making a purchase. It is vital to understand when the policy becomes applicable.

By shopping at Zalada.com, you agree to the terms of this Returns and Refunds Policy. Your satisfaction is important to us, and we are dedicated to providing you with an excellent shopping experience. Thank you for choosing us for your online shopping needs!