Refund policy
Refund & Returns Policy
At Lotus Pēs, we take great care in preparing and packaging every order. Please review our refund and returns conditions before purchasing from Lotus Pēs Wellness, Lotus Pēs Baby or DVOTE.
Returns & Exchanges
For hygiene, health and safety reasons, we do not accept change-of-mind returns or exchanges of opened, used, unsealed or otherwise compromised personal care products, including skincare, haircare, oils, creams and other body care products.
Food, beverages, supplements and other consumable products are also non-returnable.
We do not ordinarily offer voluntary returns or exchanges for incorrect personal selections, dissatisfaction with fragrance, texture, colour or personal preference.
Damaged, Defective or Incorrect Products
If your order arrives damaged, defective or incorrect, please contact orders@lotuspes.com as soon as possible, preferably within 48 hours of delivery.
Include your order number, a description of the issue and clear photographs of the product and packaging.
We will assess the matter and arrange an appropriate remedy in accordance with applicable consumer protection laws. This may include a replacement or refund.
Please retain the affected product and its packaging until the matter has been resolved.
Missing Items
If an item is missing from your delivery, please notify us within 48 hours of receiving your parcel, including your order number and photographs of the contents received.
Once verified, we will arrange for the missing item to be supplied or provide an appropriate refund.
Personal Care & Product Sensitivities
Individual experiences with skincare, haircare and wellness products may vary.
A change of mind, dissatisfaction with results or personal preference does not automatically qualify a product for a refund or exchange.
If you experience an adverse reaction, discontinue use.
Natural Product Variations
Lotus Pēs consumable products are made using natural ingredients and may vary slightly in colour, aroma, consistency or appearance between batches.
Normal variations that do not affect product quality or safety are not, on their own, grounds for a refund or exchange.
Incorrect Delivery Information & Returned Parcels
Customers are responsible for ensuring their delivery address, email address and contact number are accurate and complete at checkout.
Where a parcel is returned because of incorrect or incomplete customer-supplied information, unsuccessful delivery attempts or failure to collect an available parcel, the customer may be responsible for the original delivery fee, return-to-sender charges and any additional redelivery costs actually incurred.
Where a refund is otherwise available, applicable customer-caused delivery and return charges may be deducted.
Order Cancellations
Orders are submitted for fulfilment after confirmation. Once processing or dispatch has begun, cancellation requests may not always be accommodated.
Customers retain any cancellation or withdrawal rights provided by applicable law.
Refund Processing
Approved refunds will be processed through the original payment method where practicable, or another agreed method.
Refund processing times may vary depending on the payment provider or banking institution.
Where a refund is required by law, the applicable statutory timelines and remedies will apply.
Consumer Rights
Nothing in this policy limits the rights afforded to customers under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or other applicable legislation.
Contact Us
For order-related returns, refunds or exchanges, please email orders@lotuspes.com.
Customer support operates Monday to Friday, excluding South African public holidays.