Returns & Refunds


Returns

If you wish to return an item for whatever reason, you can do this with our free XXX return service within XXX days after receiving your order. Regenerasia guarantees that you will receive your money for all returned items, provided the items are returned in the original complete condition. Please also see the refund section for more details.

You can also exchange or replace an item through our Online Returns Center if your exchange or replacement meets certain criteria.


Before returning an item, please check our Regenerasia Return policy to make sure your item is eligible for return.

If your return meets all the requirements, return can be initiated via Online Returns Form after you have logged in to your Regenerasia account. For Step-by-Step Instruction, please Click Here.

Please proceed your return following the below steps:

1. Login to Your Account

2. Go to My Order and click Return

3. Fill the Online Return Form

4. Print Return Form (optional)

5. Pack the Item(s) with the necessary document(s)

6. Send to Regenerasia

The Online Returns Form is available only after the item’s status has changed to delivered, please give us at least 24 hours to update the information.

If you are still not able to access the Online Returns Form, please contact our Customer Service Center – we are happy to help you with your return.

Once the return is made, you may also track your return item(s) via Order Tracking Tool.

If the product weighs more than 20kg, you may contact Regenerasia for pick-up. To arrange a pick-up date, please contact our Customer Service Center.

Don’t forget to take pictures to support your return request!

– This is especially important if you are returning a damaged or defective product.

– Keep the pictures in your records in case questions arise throughout the return process.

All items sold on Lazada Thailand are covered under the “100% Buyer Protection” and/or “Satisfaction Guaranteed”.

The logo of either/both applied Return policy can be found on our website on the product page.

 

100% Buyer Protection (BP)Satisfaction Guaranteed (SG)

Coverage of return policy7 calendar days14 calendar days

Change of mindAvailableAvailable

Money back guaranteeYesYes

Regenerasia verified-service of sellersYesYes

Depending on the applied Return policy, you may return your item to us within 7 or 14 calendar days. Countdown starts from the date you received the item to the post stamp date on the return parcel.

Requirements and documents needed for return:

Include proof of purchase (Regenerasia Invoice or Seller Center Delivery Note) in your package box.

Provide Bank details in the Return Form if original payment are made via Cash on Delivery or Over the Counter and in case you pay the return shipping fee upfront.

Send item in its original packaging.

Provide return reason and meet related acceptance conditions (more information below).

Products Exempted from Change of Mind Returns:

Due to regulatory or hygiene issues, certain product categories or conditions cannot be returned due to change of mind. Please find the list below:

CategoryNon-returnable Products

Electronics• Items where the customer filled out the warranty card

Media, Game & Music• Periodical books, newspapers, magazines and journals , E-books, E-journals

• DVDs, video games, software or similar products

• Virtual goods, such as gaming top up cards

Toys, Kids & Babies• Bathing & grooming products, teeters & soothers, oral care products

• Breast pumps, milk formula, & baby food

Fashion• Lingerie & nightwear, shapewear, swimwear, earrings, underwear & socks

Watches & jewelry• Altered items (e.g. resizing of jewelry or watches done by the customer)

Health & Beauty• Fragrances, perfumes, creams, makeup, hair care, oral care, and deodorants

• Personal pleasure products

• Food supplements

Home & Living• Food & treats, pet care

Sports & Outdoors• Food supplements

• underwear & socks, swimwear

Other• Clearance products

• Free gifts

Refund/Replacement option:

For valid return claims on items sold by Lazada you may decide between refund, replacement, and store credit (please indicate on the return form, refund options may vary depending on your payment method).

For valid return claims on items sold by third party merchants, the replacement option is not yet available.

Your item may not be returned after 7 calendar days for items under 100% Buyer Protection and 14 calendar days for items under Satisfaction Guaranteed.

Beyond this period, in case the item is covered by a manufacturer’s warranty, please contact the manufacturer directly to organize the return.

You may also find the contact information of your product’s warranty center on the warranty card inside your package.

Read more about warranty information here.

If you have received an incorrect, defective, or damaged item, we will be happy to refund you the shipping charge, including EMS. Please keep your EMS invoice in case questions arise throughout the return process.

During the shipment, you may track your package status using the tracking number provided to you by ThaiPost or by our logistics partner.

Your return status may also be tracked or via our Order Tracking Tool.

ThaiPost may take up to 7 business days to deliver your package to our warehouse.

After we receive your package at our warehouse, the quality evaluation process may take up to 7 business days. Please kindly be informed that for certain products, this process may take more time.

It may take you up to 45 days to receive your refund, depending on your payment method and refunding bank’s policy. This process will only begin after we have completed the quality evaluation of your returned product.

After this time, your bank will be in charge of transferring your credit (including return courier charges) to your account. You will receive your refund within 3 – 7 working days for bank transfers and one month billing cycle for credit/debit card refunds – depending on your bank policies.

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