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 you're completely satisfied with your purchase. That's why we offer a 30-day money-back guarantee, giving you the confidence to try our products.
Money-back guarantee terms and conditions:
- Validity: The money-back guarantee is valid for a period of 30 days from the date of purchase for purchases in the Lotao online shop.
- Order number required: Please keep your order number, as it is needed to process the refund.
- Warranty Limitation: Only one unit of each product is eligible for a refund under warranty. If you ordered multiple units of the same product, the remaining units must be returned unopened and in their original condition.
- Exclusion of bulk packaging: Bulk packaging is excluded from the guarantee. If you are unsure whether you will like the products, you should order the smallest size available. Bulk packaging includes the 1kg veggie mince and the 1kg sizes of special rice.
- Special case: Mix boxes: In a mixed box, such as a sampler set, each product within counts as a separate unit.
- Return shipping costs: The costs for returning the products are your responsibility and must be borne by you.
- Refund amount: The refund amount includes the purchase price of the returned unit, less any shipping costs or discounts. The refund will be issued via the same payment method you used for the purchase.
Refund process:
- Contact us: If you are not satisfied with a product, please contact our customer service via this link within the 30-day period to announce your intention to request a refund.
- Return instructions: After you contact us, you will receive detailed instructions on how to return the affected unit(s).
- Inspection and processing: After we receive the returned unit(s), we will inspect their condition and initiate the refund. This process can take up to 14 business days.
- Refund confirmation: You will receive an email confirmation 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 applies exclusively to products purchased through the official Lotao shop. Products purchased from authorized dealers or other retailers are subject to the respective return policies of those retailers.
We hope this money-back guarantee gives you the confidence to try our products. If you have any further questions, please don't hesitate to contact us. Thank you for choosing Lotao!
