Return Policy Page
? Lazadog Return & Refund Policy
Effective Date: [October 13, 2022]
Last Updated: [October 13, 2022]
At Lazadog.com, we want you and your pets to be completely happy with every purchase.
If something isn’t right, we’re here to make it right.
This policy explains how returns, exchanges, and refunds work across the Lazadog platform.
1. General Return Policy
You may request a return or refund for eligible items within 7 days from the date you receive your order, if the product meets one or more of the following conditions:
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The item received is defective, damaged, or not as described.
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The wrong item, size, or color was delivered.
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The product is expired or unsafe for pets.
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The product arrived incomplete (missing parts, accessories, etc.).
⚠️ Note: Because Lazadog is a dropshipping marketplace, each seller may have specific return handling instructions. Lazadog facilitates all returns through our Customer Support Team to ensure fairness and consistency.
2. Non-Returnable Items
For hygiene, safety, and regulatory reasons, the following items cannot be returned unless damaged or incorrect upon arrival:
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Pet food, treats, supplements, and consumables
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Grooming products (shampoo, sprays, toothpaste, etc.)
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Personalized or custom-made items
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Perishable or temperature-sensitive goods
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Gift cards, promotional items, or downloadable content
3. Return Conditions
To be eligible for a return:
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The item must be unused, in its original packaging, and with all tags intact.
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Proof of purchase (order number or receipt) must be provided.
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Items must be shipped back to the seller’s designated return address within 7 days of return approval.
Failure to comply with these conditions may result in rejection of the return.
4. How to Request a Return
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Go to Your Orders on Lazadog.com
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Select the product and click “Request Return / Refund”
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Upload clear photos or videos showing the issue
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Our team will review your request within 2–3 business days
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Once approved, we’ll share the return address and shipping instructions
Do not send products back without approval — unauthorized returns may not be processed.
5. Refund Process
Once your returned item is received and inspected:
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A confirmation email will be sent to you.
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Approved refunds will be processed within 5–10 business days, depending on your payment provider.
Refunds are issued to your original payment method (credit card, bank transfer, e-wallet, etc.).
In some cases, Lazadog may issue store credit or voucher refunds.
6. Exchange Policy
Direct product exchanges are not supported at this time due to the dropshipping model.
If you’d like a replacement, please:
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Request a refund for the original order, then
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Place a new order for the desired item.
7. Damaged or Incorrect Items
If you receive a defective or incorrect product:
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Contact us within 48 hours of delivery.
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Provide photos of the package and product (unopened if possible).
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Our support team will coordinate with the Seller to resolve the issue quickly — through replacement or refund.
8. Shipping Costs
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If the return is due to seller’s error (defective, wrong, or damaged item) — return shipping is free.
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If the return is due to customer’s change of mind — you are responsible for the return shipping cost.
Lazadog reserves the right to deduct shipping or handling fees from the final refund in applicable cases.
9. Dropshipping Disclaimer
As a marketplace and logistics facilitator, Lazadog connects you directly with verified third-party sellers and brands.
While Lazadog oversees the process to ensure satisfaction, the final responsibility for product quality and fulfillment lies with each Seller.
We continuously monitor Seller performance to maintain high standards across the platform.
10. Contact Us
If you have any questions or concerns about your return or refund:
Lazadog Customer Care
? support@lazadog.com
? https://www.lazadog.com/help/returns
? Available: Monday – Friday, 9:00 AM – 6:00 PM (GMT+8)
? Our Promise
At Lazadog, we care about your pets and your peace of mind.
We work closely with trusted sellers and brands to deliver only safe, high-quality, and delightful products for your furry friends — guaranteed.
