Cancel Existing Order


Cancel Existing Order

Cancelling an order is fast and easy with our online cancellation form, which is available up to 4 hours after the order has been placed or before the item is shipped. To use the form, you need to place the order with your Regenerasia account (signup here if you don’t have an account) or if you used guest check out, please sign up using the email address used at the time the order is placed.

To cancel your order using the online cancellation form, please follow the steps below:

  1. Login to your account
  2. Go to “My orders” screen and select “Cancel” on the order you wish to cancel.
  3. Fill in the form:

– Select the item you wish to cancel
– Select your cancellation reason
– Make sure you have read and accepted Lazada’s cancellation policy
– Click on “NEXT”
Your order status will be updated to “Canceled” within 60 minutes.

NOTE: Cancellation can only be processed before shipment starts. You won’t be able to access the online cancellation form after your order has been shipped.

If you do not have a Regenerasia account, please contact us via the contact form to cancel your order.

Before cancelling an order, please read and understand the following terms & conditions:

  1. Cancelled order cannot be recovered on our system.
  2. Any vouchers, discounts, or promotions applied in the order cannot be reused.
  3. Price is subject to change depending on Lazada promotion programs. We do not commit to offering the same price if you re-order.
  4. In case of prepayment via credit/debit cards, your money will be refunded automatically to your account within one month billing cycle, or 45 days, depending on your bank policy.
  5. In case of prepayment via over-the-counter, our customer service agent will contact you for your bank information to perform the refund.
  6. If a store credit has been used in the order, a new store credit will be sent to you via email within three business days.

Yes, you can cancel an item or several items in your order under the following conditions:

  • The order was place within 4 hours before the form is submitted
  • The item(s) you want to cancel is not shipped yet
  • The remaining order’s value after you canceled one or several items has to fulfill the same conditions for discount, promotions, or minimum basket fee exemption applied to the order. If not, your order will be canceled

Online cancellation form is free of charge.

However, if after you canceled one or several items in your order, the remaining order’s value does not match our conditions for discount, promotions or free shipping charge, Regenerasia will cancel the whole order. You can re-order the item(s) you want again.

After submitting the online cancellation form, you will see the line “Your cancellation request was successfully submitted” on the website indicating you have successfully sent your cancellation request to us. Regenerasia will process your request within 60 minutes upon receiving the request.

To know whether or not your order was canceled, you can log into your Regenerasia’s account and check “My Orders” page. If your item or order status is “Canceled”, you can rest assured that it was canceled successfully.

In case your cancellation request is not processed by Regenerasia after 60 minutes, your order may have already been shipped out and cannot be canceled. Please contact us via the contact form for further assistance.

In case of cancellations, your refund will be processed within two business days of submitting the online cancellation form.

We will update you via email and SMS once your refund has been initiated. The total time for the refund to be reflected in your account depends on your refund method and issuing bank.

Click here for more details on refunds.

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