Liability Coverage & Claims Policy

1. Introduction

1.1. In the event of a lost or damaged parcel that had already been shipped, sellers may be eligible to make a claim under certain circumstances, subject to conditions.

1.2. Generally, tracked shipment through Lazada Logistics Partners will be eligible for liability coverage. Shipment that are not tracked are not eligible for liability coverage.

1.3. Sellers are also required to adhere and to follow Lazada Packaging Guidelines so as to ensure their products are protected from accidental damage.

2.     Untracked Shipments

Shipping Channel	Liability Coverage
Delivered-by-Seller*	Not covered.
Postal Mail (SingPost)	Not covered.

2.1. Orders shipped through DBS or Postal Mail (SingPost) are not covered and will not be eligible for claims under any circumstances.

2.2. Sellers may, at their discretion and expense, process their shipment through SingPost tracked services so as to reduce probability of accidental loss and/ or damage. Through SingPost tracked services, sellers may also be eligible for coverage by SingPost.

* Sellers shipping through DBS are also subject to other terms and conditions, please refer to Delivered-by-Seller Policy.

3.Tracked Shipments

3.1. Lazada shall assign the most suitable Logistics Partner to the seller. The seller may request for a review of the assignment; Lazada's decision shall be final.

Lazada Logistics Partner / Channel	Liability Coverage Limit (S$)
	Marketplace	LazMall
LEX+	Full**	Full**
NinjaVan	500	1,000
Qxpress	500	1,000
SingPost/ SpeedPost***	500	1,000
uParcel	500	1,000
Grab	500	1,000
JNT	500	1,000

3.2. For orders fulfilled via tracked shipment through Lazada Logistics Partners, the liability coverage is dependent on the shop type of the seller.

3.3. Sellers may at their own discretion and expense, procure their own insurance to cover for any loss or damage of high value orders in excess of the liability coverage provided above.

3.4 In circumstances where the shipping channel assigned to the seller is not listed above, the liability coverage shall be Singapore Dollars Five Hundred (500) for Marketplace sellers, and Singapore Dollars One Thousand (1000) for LazMall sellers.

** For claims in full, Lazada may take up-to two (2) weeks for verification and processing. Lazada will strive to process your claim in the shortest possible time. The outcome of verification and processing will be communicated from our Partner Support Center.

*** Including Tracked Letterbox delivery.

4.     Eligibility & Conditions of Claims

4.1. To be eligible for claims of Parcel Value in the event of an accidental loss or damage to orders, you must meet the following eligibility and conditions:

• Your seller account must not be imposed with payment blocks or severe policy violations,

• The parcel or product listing must not contravene content and listing policies, in particular, Prohibited and Controlled Products Policy or Intellectual Property Rights Policy.

• You must provide picture or video evidence that the parcel had been prepared and packed accordingly to Lazada Packaging Guidelines, and

• You must furnish all details in the claim form accurately.

4.3. All claims will be reviewed by Lazada and/ or its Logistics Partners. The outcome of the claim as determined by Lazada and/ or its Logistics Partners shall be final and binding.

4.4. Lazada reserves the right to reject claims should claims details are found to be inaccurate. Claims may also be suspended, withdrawn, or put on hold should there be indications or reasonable suspicion of fraud.

4.5. Lazada reserves the right to amend and adjust the eligibility criteria, conditions of claims, liability coverage with or without advance notice.

4.6. Subject to eligibility and conditions of claims, the compensation shall be the Parcel Value. Parcel Value is defined as the actual price paid by the customer for the parcel, after any seller-funded discount or voucher (but not any Lazada-funded discount or voucher), up to the Liability Coverage Limit set out in this policy. For the avoidance of doubt, any Lazada-funded voucher or discount cannot be claimed by the seller.