Fair help.
Clear timelines.

1. Cancellation before dispatch

You may request cancellation before the order is packed or handed to the courier. Contact LOTUSIA immediately with your order reference and registered mobile number. Once an order has been dispatched, cancellation is no longer possible and the returns process below applies.

2. Eligible concerns

Please contact us if a parcel is damaged in transit, appears tampered with on arrival, contains an incorrect product, has an item missing, or has a material quality concern. We do not publish or promise an outcome before the concern is reviewed.

3. Report within 48 hours

Report eligible concerns within 48 hours of delivery. Keep the product, outer packaging, invoice or order details, batch information and clear photos or a short video available for review.

4. Food-product return conditions

For food safety, we cannot accept returns for products that have been opened, used, damaged after delivery or returned because of a change of preference. This does not remove your right to report a genuine delivery or product concern under this policy.

5. Review and resolution timeline

LOTUSIA aims to review complete evidence within 2 business days. For an eligible concern, the resolution may be a replacement, refund or another appropriate solution. If a refund is approved, it is initiated to the original payment method where possible and normally reflects within 5-7 business days, subject to your bank or payment provider.

6. Bulk, private-label and export orders

Bulk, private-label and export orders are handled under the commercial terms agreed for that order. Standard retail cancellation and return timelines do not automatically apply to these business orders.

7. Contact us

For a cancellation or order concern, use Contact us or message LOTUSIA on WhatsApp. Include your order reference, registered mobile number and photos where relevant.