Refund policy

Refund and Return Policy

Food and Ingestible Products

Due to the sensitive and perishable nature of our food and ingestible products, Lotus Pēs (Pty) Ltd enforces a strict no refund, return or exchange policy. We are unable to accept returns or issue refunds under any circumstances, including but not limited to dissatisfaction with the product or a change of mind.

Disclaimer – Natural Variations

Our products are handcrafted in small batches using fresh, natural, minimally processed ingredients. As a result, variations in taste, colour, texture and consistency are normal and to be expected. Flavour intensity and colour may differ depending on seasonal variations, ripeness of fresh produce, mineral content and other natural factors. These variations are not considered defects and do not qualify as grounds for return, refund or exchange.

In the unlikely event that incorrect product(s) are delivered or there is an item missing from your order, you must notify us within 24 hours of receiving your order by emailing orders@lotuspes.com.

  • Clear photos of the incorrect product(s) and the packaging the products came in
  • Your order confirmation email

If any item(s) are out of stock at the time of packing or an item is missing from your order, you will receive a store credit code equal to the value of the missing item(s), redeemable on your next purchase.

Disclaimer: The consistency and condition of our products may vary due to extreme heat or cold during transit. Lotus Pēs (Pty) Ltd is not responsible for any impact caused by weather conditions, including but not limited to melting, spillage or freezing.

Personal Care Products

In accordance with South Africa’s Public Health regulations, personal care products cannot be returned or exchanged once delivery has been completed and proof of delivery has been provided. This policy is in place to prevent the potential spread of contaminants and to protect the health and safety of all our customers.

Order Cancellations and Modifications

Our fulfilment process begins immediately after an order is placed. We will make every effort to assist with changes or cancellations but if the order has already been processed or shipped, we may not be able to accommodate your request. All confirmed orders will be subject to the terms of this Refund and Return Policy.

Returns and Refunds

Faulty Items or Fulfilment Errors

If you receive a faulty item or if there has been an order fulfilment error, please contact orders@lotuspes.com within 7 days of the delivery date.

  • Your order number
  • The name of the faulty or incorrect item(s)
  • A description of the issue and clear photographic evidence

Original shipping costs (from us to you) will not be reimbursed and will be deducted from any refund, even if free shipping was applied at checkout. Refunds will be issued as store credit excluding the original shipping charge. Cash refunds are not offered.

Delivery Issues

Receiver Not Available

Please ensure you are available via the contact details provided when placing your order. If the courier is unable to reach you after multiple attempts, the parcel will be returned to us. If your parcel is returned due to non-availability or non-response, re-delivery costs will be charged to the customer. If you choose to cancel the order after the parcel has been returned, all shipping costs will be deducted from the refund.

Stock Availability

If an item becomes unavailable after your order has been placed, Lotus Pēs reserves the right to cancel the affected item(s) or the entire order. A full refund will be processed back to your original form of payment. You will be notified via email if any item(s) in your order cannot be fulfilled.

Compliance with Applicable Laws

This policy complies with all applicable consumer protection laws and regulations, including the Consumer Protection Act 68 of 2008 (South Africa), which recognises that perishable goods and unsealed health products are exempt from return for public health and safety reasons, except in cases of clear defect or contamination.

Policy Updates

Lotus Pēs reserves the right to update or modify this policy at any time without prior notice. Any changes will be posted on our website and will apply to all purchases made after the date of the update.

By placing an order with Lotus Pēs, you acknowledge and agree to the terms outlined in this Refund and Return Policy.