Refund policy

RETURN AND REFUND POLICY

Because many of our products are oversized furniture and home goods shipped directly from third-party fulfillment warehouses, please review this policy carefully before placing your order.

  1. ORDER CANCELLATIONS

To request a cancellation, contact us as soon as possible at admin@hello-lotus.com.

An order may be canceled for a full refund only if it has not yet been submitted to our fulfillment partner.

If the order has already been submitted for processing or purchase, we will contact our fulfillment partner and attempt to cancel or intercept it. Cancellation or interception is not guaranteed, even if a tracking number has not yet been issued.

Any cancellation fee, interception fee, shipping charge, carrier fee, processing fee, or other cost resulting from a customer-requested cancellation will be deducted from the customer’s refund. These charges may be substantial and may significantly reduce or eliminate the refund.

A refund will be issued only after our fulfillment partner confirms that the order has been successfully canceled or intercepted and provides the final charges. The refund will equal the amount paid minus all applicable cancellation, interception, shipping, carrier, and processing costs.

If the order cannot be canceled or intercepted, it will continue to delivery and must follow the return policy below. Tracking information may take up to 48 hours to become available after fulfillment processing begins.

  1. DAMAGED, DEFECTIVE, MISSING, OR INCORRECT ITEMS

Please inspect all packages and products immediately upon delivery.

If an item arrives visibly damaged, defective, missing parts, or incorrect, contact us within 48 hours of delivery at admin@hello-lotus.com.

Please provide:

• Your order number
• Clear photos or videos showing the issue
• Photos of the complete product
• Photos of the exterior and interior packaging
• Photos of the shipping label
• A description of the damage, defect, missing parts, or incorrect item
• For missing-part claims, please mark the corresponding part number on the packing list, parts list, or assembly manual and clearly state the quantity missing

Do not assemble, install, modify, discard, or return the product or packaging until we provide instructions. Failure to retain the original packaging or provide the required evidence may affect our ability to process the claim.

Depending on the circumstances, we may provide replacement parts, a replacement product, a partial refund, or a full refund. We may also require the item to be returned.

  1. RETURNS FOR BUYER’S REMORSE

Return requests for reasons such as changing your mind, ordering the wrong size or color, no longer needing the item, or the item not fitting the intended space must be submitted within 14 days after delivery.

To qualify for a return, the item must be:

• Unused and unassembled
• Unmodified and uninstalled
• In its complete original packaging
• Complete with all parts, hardware, manuals, and accessories
• In resalable condition

Return approval is not guaranteed. Do not ship an item back without written return authorization and return instructions from us. Unauthorized returns may be refused and may not qualify for a refund.

  1. RETURN SHIPPING AND FEES

For buyer’s-remorse returns, the customer is responsible for all return shipping, freight, pickup, and delivery charges.

Original shipping and delivery charges are nonrefundable. If the order included free shipping, the actual outbound shipping or freight cost paid to deliver the order may be deducted from the refund.

Any applicable supplier restocking fee, return-processing fee, redelivery fee, storage fee, address-correction fee, or other carrier charge may also be deducted from the refund. These costs may significantly reduce or eliminate the refund.

We will provide the applicable return instructions and any known charges before an authorized return is arranged.

  1. REFUSED AND UNDELIVERABLE SHIPMENTS

Customers must provide a complete and accurate delivery address and telephone number and must cooperate with the carrier regarding delivery appointments and access.

Orders refused for reasons other than verified shipping damage, or orders that cannot be delivered because of an incorrect address, unavailable recipient, missed delivery appointment, restricted access, or failure to cooperate with the carrier, may be treated as buyer’s-remorse returns.

The customer may be responsible for the original shipping cost, return freight, redelivery charges, storage fees, and other carrier charges. These amounts may be deducted from any approved refund and may significantly reduce or eliminate the refund.

If the shipment appears damaged at delivery, take clear photos before refusing it and contact us immediately for instructions whenever possible.

  1. NON-RETURNABLE ITEMS

The following items are not eligible for buyer’s-remorse returns:

• Items that have been assembled, installed, used, damaged, or modified
• Items without complete original packaging
• Items missing parts, hardware, manuals, or accessories
• Clearance or final-sale items
• Customized or made-to-order products
• Gift cards

These restrictions do not apply when an item is verified to have arrived damaged, defective, missing parts, or incorrect.

  1. RETURN PROCESS

To request a return, email admin@hello-lotus.com with your order number, reason for the return, and photos of the product and packaging.

If the return is approved, we will provide the authorized return address and instructions. Products may be shipped from different warehouses, so the address shown on the package or our business contact address may not be the correct return location.

Customers must use an appropriate shipping or freight service and retain all tracking, delivery, and condition records. We are not responsible for returned items that are lost, damaged, or delivered to an unauthorized address.

  1. REFUNDS

Refunds are issued only after:

• A cancellation or interception has been confirmed by our fulfillment partner and all related charges have been determined
• An authorized return has been received and inspected
• A damaged, defective, missing, or incorrect-item claim has been reviewed and approved

Approved refunds will be issued to the original payment method, less any applicable cancellation, interception, shipping, freight, restocking, processing, redelivery, storage, damage, missing-part, or other authorized deductions.

Please allow up to 10 business days for us to process an approved refund. The customer’s bank or card issuer may require additional time to post the refund.

  1. DELIVERY DELAYS

Carrier transit times and estimated delivery dates are estimates and are not guaranteed.

Refunds will not be issued solely because of delays caused by carriers, severe weather, natural disasters, inaccessible delivery locations, incorrect customer information, or other circumstances outside our reasonable control.

  1. CONTACT US

For cancellations, returns, refunds, damaged items, missing parts, or incorrect items, contact:

Lotus Home & Living Store
Email: admin@hello-lotus.com