Lazada's commitment to you

Choosing what to feed your baby can be a challenging task. So many options, so many decisions, so many worries! Let us take some of that load off your mind with Lazada's Milk Formula Guarantee.

Our promise means that milk formulas on Lazada are guaranteed for: 

300% Money Back Guarantee

The Guarantee only applies to products that bears the Lazada Guarantee seal in the product image:

You will be able to easily identify products that are sourced directly from the manufacturer, so you can shop for infant formulas and follow-on and growing up formulas with peace of mind.

Upon receiving a qualifying product, should you find that it breaches this Guarantee, you may contact us, within fifteen (15) days from the date of delivery of the product, to receive a full refund on your purchase and an additional compensation credit based on the purchase price of the affected product.

Should you contact us, a photo of the affected product, including the expiry date and/or manufacturing code, must be attached. The following Terms and Conditions apply:

The Lazada Milk Formula Guarantee (“Guarantee”) Terms and Conditions

This Guarantee shall only apply to product bearing the following Lazada Guarantee Seal in the product image (“Qualifying Product”):-

1. These terms and conditions govern the Guarantee provided by Ecart Services Malaysia Sdn. Bhd. (“Lazada”) and are in addition to any and all other terms in the Terms of Use for the  Lazada Malaysia e-commerce platform located at https://www.lazada.com.my/terms-of-use/ , which are incorporated by reference into these Terms. For the avoidance of doubt, capitalised terms used and not defined herein have the same meaning as given to such terms in the Terms of Use.  

2. CONDITIONS

• This Guarantee shall ONLY apply to Qualifying Products that:-

a. are not authentic or genuine; AND/OR

b. have expired or have less than seven (7) months to expiry from the Delivery Date.

3. HOW TO SUBMIT CLAIM AND ITS PROCESSES

a) Upon receipt of the Qualifying Product, should you find that it breaches this Guarantee as mentioned above at the section Conditions, you may submit your claim* via this link within fifteen (15) calendar days from the Delivery Date** (inclusive of the delivery date) of the product.

*We do not accept claim submitted via phone calls or emails.

**Delivery Date means the date when the Qualifying Product is delivered with the status of the delivery of the product is “Delivered” as shown in the Lazada’s delivery detail.

b) Please provide the following during your submission of the claim:-

i) Particulars as required in the form;

ii) Screenshot of the product image found on Lazada platform;

iii) Screenshot of expiry date of the Qualifying Product.

c) If the claim is on the authenticity of the Qualifying Products, Lazada Malaysia may require the Customer to return the Qualifying Products for investigation and inspection purposes, if necessary.

d) Any customer whose claim is accepted shall be deemed as a Qualifying Customer.

e) Lazada will process and review the claim within 14 calendar days upon receipt of the duly completed submission of the form and/ or the returned Qualifying Products, whichever is later.

f) Customer will be contacted via registered email only pertaining to the outcome of the claim.

4) CLAIM

a) For successful claim, Qualifying Customer will receive the refund and reimbursement in the following manner:-

i) 100% refund back to the Qualifying Customer’s mode of payment when the purchase was made based on the actual price paid for the Qualifying Product including any shipping fee, whether on promotion or not, less the value of voucher(s) if any; and

ii) 200% reimbursement will be credited directly into Qualifying Customers’ Lazada Wallet account as a rebate, value of which will be calculated based on the price of the Qualifying Product at the point of purchase (price of the SKU during the purchase made).

Example:-

a) The 200% reimbursement as a rebate is only for purchases on Lazada Malaysia Platform and not for withdrawal. The rebate shall only valid for three (3) months from the date the amount is credited to Qualifying Customers’ Lazada Wallets.

b) Lazada Wallet terms and conditions shall apply to the use of Lazada Wallet; Customers who have not activated their Lazada Wallet account are required to activate their Lazada Wallet account prior using the rebate credited.

5) MISCELLANEOUS

a) Milk Formula products without the Guarantee Seal come from our Lazada Marketplace vendors are not guaranteed by Lazada.

b) Any Clause in these Terms, the Terms of Use, Terms and Conditions for Sale, the Privacy Policy as well as such other terms and conditions as may be agreed or accepted by a Customer, that are invalid, unenforceable or illegal shall be enforced as far as possible in accordance with its terms, but shall otherwise be deemed severed and shall not affect the enforceability of any other terms
and/or conditions, which shall continue to be valid and enforceable to the fullest extent permitted by law.

c) Lazada Malaysia reserves the sole right to alter, modify, add to or otherwise vary these Terms at any time and from time to time, and in such manner as Lazada Malaysia deems appropriate at its absolute discretion. In the event of variation of these Terms, if a Customer continue to participate to submit a claim thereafter, the Customer shall be bound by the Terms as so amended and
shall be deemed to have accepted the Terms as so amended.

d) Lazada Malaysia shall not be liable for any non-performance, error, interruption or delay in the performance of its obligations under these Terms (or any part thereof) or in connection with this Guarantee if this is due, in whole or in part, directly or indirectly to an event or failure which is beyond Lazada Malaysia’s reasonable control, for example but not limited to for lost, late, misidentified or misdirected claims or telecommunication or computer hardware or software performance, errors, delays or failures. Lazada Malaysia disclaims
all warranties with respect to this Guarantee, the mechanism of which is provided ‘as is’ and ‘as available’.

e) The laws of Malaysia shall apply and govern these Terms. Any dispute arising out of or relating to these Terms, including the existence, validity, interpretation, performance, breach or termination thereof or any dispute regarding non-contractual obligations arising out of or relating to it shall be referred to and finally resolved by arbitration administered by the Asia International Arbitration Centre under the AIAC Arbitration Rules. The seat of arbitration shall be Malaysia. The number of arbitrators shall be one. The arbitration proceedings shall be conducted in English.

f) All Lazada Malaysia’s decisions on this Guarantee are final and binding including but not limited to determining eligible claimants, validity of submissions, pricing errors, displayed price, time and date cut offs, limits of promotion, and amount of credits. No correspondences will be entertained.

g) Customers agree that they shall:

(i) abide by the applicable terms and conditions accordingly; and

(ii) not dispute nor make any oral or written complaints, public announcements or statements relating to this Guarantee, or by any other act or omission, directly or indirectly bring Lazada Malaysia into disrepute.

h) Lazada has the right to, at its sole discretion and without prior notification, reject, refuse or exclude a Customer from this Guarantee claim including (without limitation) where the entry is not complete, incorrect, non-compliant or non-fulfilment of any of the applicable terms, or where there is any attempt to compromise or tamper with this Guarantee mechanism. Lazada Malaysia reserves the right not to disclose the reasons for unsuccessful claims. No correspondence will be entertained.

i) Lazada shall not be liable for or pay any taxes associated with this Guarantee payout to Customers. Any taxes imposed by a competent body as a result of any participation shall be the responsibility of the Customers.

j) Claims and details submitted in connection with this Guarantee shall be the property of Lazada Malaysia.

k) Each Customer hereby agrees to indemnify and hold the Lazada Malaysia and each of its affiliates each of their respective directors, employees, agents and representatives (the "Released Parties") harmless from and against any losses, damages, rights, claims, or cause of action of any kind arising, in whole or in part, directly or indirectly, as a result of the Customer’s conduct or breach of applicable terms and conditions.