30-day money-back guarantee on the Lotao online store

At Lotao, we pride ourselves on the quality of our products and want to ensure that you are completely satisfied with your purchase. That's why we offer you a 30-day money-back guarantee to give you the confidence to try our products.

Money Back Guarantee Terms:
  • Validity: The money-back guarantee is valid for a period of 30 days from the date of purchase for purchases made in the Lotao online store.
  • Order number required: Please keep your order number as it will be required to process the refund.
  • Warranty Limitation: Warranty refund can only be requested for 1 unit of each product. If you have ordered multiple units of the same product, the remainder must be returned unopened and in its original condition.
  • Exclusion of large containers: Large containers are excluded from the guarantee. If you are not sure whether you like the products, you should order the smallest size. The large containers include the 1kg veggie mince, 2kg natural jackfruit, 2.8kg natural jackfruit in a can and the 1kg sizes of special rice.
  • Special case of mix boxes: In a mixed box, such as the all-in introductory box, each product within counts as a single unit.
  • Return costs: The costs for returning the products are at your expense and must be borne by you yourself.
  • Refund Amount: The refund amount includes the purchase price of the returned unit, less any shipping costs or discounts. The refund will be made using the same payment method you used for the purchase.

Refund process:
  1. Contact us: If you are not satisfied with a product, please contact our customer service team using this link within the 30-day period to indicate your intention to request a refund.
  2. Return Instructions: After contacting us, you will receive detailed instructions on how to return the affected unit(s).
  3. Inspection and Processing: After we receive the returned unit(s), we will inspect the condition and issue the refund. This process can take up to 14 business days.
  4. Refund confirmation: You will receive a confirmation email once the refund has been processed. The amount will be refunded to your original payment method.

Please note that the 30-day money-back guarantee only applies to products purchased through the official Lotao store. Products purchased from authorized dealers or other points of sale are subject to the respective return policies of those points of sale.

We hope this money-back guarantee gives you the confidence to try our products. If you have any further questions, we will be happy to help you. Thank you for choosing Lotao!