Returns, Refunds & Exchanges Policy

Last updated: 20 August 2025

At Lotus Fun, each order is carefully prepared and checked before shipment. Please review your product selection, colour, size, style and variant carefully before completing your purchase.

Returns for Change of Mind or Incorrect Selection

We do not generally accept returns or provide refunds for:

• Change of mind or personal preference.

• Selecting the wrong product, design, colour, size or variant.

• Misreading or overlooking the selected product or variant at checkout.

• Deciding that you prefer another product or design after receiving your order.

• Differences that are clearly shown or described on the applicable product page.

Customers are responsible for reviewing the product name, photographs, description, selected options and final cart details before completing checkout.

If the product delivered matches the product and variant shown on your order confirmation, it will not be considered an incorrect item.

Incorrect Items

If we have sent you a product or variant that is different from the item shown on your order confirmation, please contact us as soon as possible after delivery.

Please provide:

• Your order number.

• Clear photographs of the item received.

• Clear photographs of the packaging and shipping label.

Once verified, we will arrange an appropriate resolution, which may include replacement, return or refund.

Please retain the item and its original packaging while your claim is being reviewed. We may require the incorrectly shipped item to be returned.

Damaged or Defective Items

If your item arrives damaged or has a manufacturing defect, please contact us promptly after delivery and provide your order number together with clear photographs or video showing the issue.

Normal wear and tear, accidental damage, misuse, improper storage, or damage occurring after delivery is not considered a manufacturing defect.

Once the issue has been verified, we will provide an appropriate resolution.

Returns Must Be Authorised

Please do not return an item without first contacting Lotus Fun.

Any return that we approve must follow the return instructions provided by our customer support team.

Unauthorised returns may not be accepted or eligible for a refund.

Refunds

Where a refund has been approved, it will be issued to the original payment method after any required returned merchandise has been received and inspected.

Original shipping charges and other non-refundable charges are not refundable unless required by applicable law or the refund results from an error by Lotus Fun.

Depending on your bank or payment provider, additional processing time may be required before the refund appears in your account.

Orders in Transit

An order that is still in transit is not automatically considered lost because of a delay or a temporary lack of tracking updates.

We do not normally issue a refund solely because an order is still travelling within its estimated delivery timeframe.

If a shipment is significantly delayed or suspected to be lost, please contact us. We will review the tracking information and, where appropriate, investigate the shipment with the relevant shipping provider.

If a shipment is confirmed lost in transit, we will provide an appropriate resolution, which may include replacement or a full refund.

Estimated delivery dates are estimates and are not guaranteed unless expressly stated otherwise.

Refused and Unclaimed Deliveries

Customers are responsible for providing complete and accurate delivery information and, where applicable, cooperating with the carrier or customs authorities.

If a shipment is returned to us because it was refused, unclaimed, could not be delivered due to incorrect or incomplete customer-provided information, or because the recipient failed to complete required customs or delivery procedures, any refund or reshipment will be assessed after the parcel has been returned to us.

Shipping, return, customs or other costs incurred may be deducted where permitted by applicable law.

Customs, Duties and Taxes

International customers are responsible for any customs duties, import taxes or other charges imposed by their destination country unless otherwise stated at checkout.

A customer's refusal or failure to pay applicable import charges does not automatically entitle the order to a full refund.

Order Cancellations

Please contact us as soon as possible if you need to cancel an order.

Once an order has entered processing, fulfilment or shipment, cancellation may no longer be possible.

If payment was only authorised and was never captured, any temporary authorisation shown by your bank will generally be released according to the bank or card issuer's processing timeframe.

Exchanges

Exchanges are not guaranteed and must be approved by Lotus Fun before an item is returned.

If you accidentally selected the wrong product or variant, please contact us. Although this does not qualify as an incorrect shipment by Lotus Fun, we may, at our discretion, offer an alternative solution.

Evidence and Order Verification

To help protect both our customers and Lotus Fun, we may maintain fulfilment records, including order information, packing records and photographs taken before shipment.

For claims involving an incorrect, missing, damaged or defective item, we may review these records together with information provided by the customer and the shipping carrier.

Mandatory Consumer Rights

Nothing in this policy is intended to exclude, restrict or override any consumer rights or remedies that cannot legally be excluded under the laws applicable to your purchase.

Where mandatory consumer protection laws provide rights that differ from this policy, those mandatory rights will apply.

Contact Us

If you experience an issue with your order, please contact Lotus Fun Customer Support with your order number and relevant details.

We will review your request and assist you in accordance with this policy and applicable consumer protection laws.