Refund 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.
By completing a purchase, you acknowledge and agree that all sales are final.
In the unlikely event that incorrect product(s) are delivered, you must notify us within 24 hours of receiving your order by emailing orders@lotuspes.com.
Your email must include:
- Clear photos of the incorrect product(s) and the packaging
- Your order confirmation email
If any item(s) are out of stock at the time of packing, or an item is missing, 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
4.1 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.
Please include:
- 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.
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.