Refund & Return Policy
Last updated: 15 July 2026
Returns
You may request a return within 7 days of receiving your item if it is defective, damaged, or not as described. Items must be in original condition with packaging.
Non-returnable items
- Custom made-to-order items produced to your request
- Items used or damaged after delivery
Refunds
Once the returned item is received and inspected, we refund the full amount within 7–14 business days via the original method (PromptPay/card through 2C2P or Xendit).
Return shipping
For seller error or defective goods, we cover return shipping. For change-of-mind returns, the buyer covers shipping.
🎥 An unboxing video is always required
Every return request must include one continuous, unedited unboxing video: start recording with the parcel still sealed and the shipping label clearly visible, then open it and show the contents in the same take. No video, no return. This rule protects buyers and sellers alike — it is the only evidence that proves the condition of the goods on arrival.
How a return works
- Press “Something is wrong — open a claim” on the order page, within 7 days of confirming delivery.
- Pick a reason and upload the unboxing video (required) plus any photos.
- The shop must respond within 3 days — no response counts as acceptance.
- Ship the item back as agreed, then enter the tracking number and parcel weight.
- The shop inspects the return and confirms the refund. If the two sides disagree, our team decides.
How your money is held
Your payment is held by Laaklaai and not passed to the shop until you confirm delivery and the 7-day claim window closes. If you open a claim, the money stays locked until the case is resolved — the shop cannot draw it.
⚖️ Returning a different item is fraud
We record the parcel weight at dispatch and compare it with the returned parcel. If they do not match, or the item returned is not the original, the refund is cancelled immediately, the account is flagged for every shop on the marketplace, and the shop may pursue legal action.
How to request
Contact teamlaaklaai@gmail.com with your order number and photos.