Refund policy

We are gleeful to accept returns and cancellations.

Request a cancellation within 3 hours of purchase.

Returns: Contact us within 14 days of delivery.
Ship item/s back within 14 days of delivery.

Requests after the above deadlines will not be processed.
Unfortunately, we cannot accept exchanges.


IMPORTANT NOTE:  
Please note that we will not be able to cancel your order if it is in production, a shipping label has been created, a tracking number has been generated, or it has already been shipped. Cancellation request must be sent to us with your order number by email lotusartgift@gmail.com within 3 hours (three hours) of placing your order.
Requests for cancellation of orders after the deadline specified in these policies will not be honored and processed.

Returns:
If for some reason the customer decides that needs to return to us the delivered order (hope this doesn't happen), or if it is necessary to re-delivery because your order was returned because of unclaimed shipments or incorrect/incomplete address - in these cases, the delivery cost will be paid off the customer.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. We’ll also need a proof of return shipping (a photo of a receipt from the supplier/ shipping label to us) will also be required, as well as providing us with a valid tracking number for the shipment.

To start a return, you can contact us at lotusartgift@gmail.com. Please note that returns will need to be sent to the return address: 
Ivan Tanchev
Lotus Design LTD
str. 16, № 1
4127 POPOVITSA
Bulgaria

If your return is accepted, we’ll send you an instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at lotusartgift@gmail.com.
 
If the goods are not returned in their original condition, the customer is responsible for any loss of value. We ship orders with tracking, you must also ship them back to us with tracking, and in the same good packaging and protected condition as you received them.
When item/s returns to us in the original good condition, we will refund the cost of your order but without the original shipping cost.
Please note that even if the initial delivery was free for you, it was paid for by the merchant, and will be deducted from your payment.
IMPORTANT:
Please note that if you send back an item/s to us without a tracking number, or not packed well enough and protected, we will consider that you have not properly complied with these policies and will not be obligated to refund your payment.

Exceptions / non-returnable items:
Certain types of items cannot be returned. Because of the nature of these items, unless they arrive damaged or defective during transport, we can't accept returns for:
- Custom, Personalized, and any special orders at your request
- Digital downloads
- Items with changed from the original colors or sizes at your request different from those offered in the ordered listing
- Gift cards

CUSTOM and PERSONALIZED ORDERS made especially for you and personalized items (with added names, date, quote, some other personalization, or other change to the initial appearance of the item at your request), оn sale items, or gift cards are not returnable, refundable or exchangeable.
Custom order sales, Personalized orders, or Gift cards are considered final. (no returns or exchanges, except for if they were damaged in transit).
Please get in touch if you have questions or concerns about your specific item.

Damages and issues:
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
The item/s delivered damaged in transit are also available for refund, or re-send a new one upon receipt of clear photos showing damages of the items, and their packaging, showing the shipping label and any damage to the packaging, if any.
Please contact us within 48 hours of delivery by sending us the necessary photos as proof of the damage.
We will do everything necessary to satisfy you so that you are happy with your order.

Refunds:
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at lotusartgift@gmail.com.

Tracking status "Delivered" but you did not receive it:
Please note that if your tracking number says "Delivered" but you have not yet received it, after shipping, ownership of the package has been transferred to you and we have no authority to investigate the situation.
We advise you to contact the delivery company in your area and provide them with the tracking number of your package. The delivery company should be able to assist you in finding out where your package is.
We also advise you to check to your neighbors if it was delivered to them by mistake.
We hope that you will never have such a case when you shop with us but please, note that refund requests will not be honored if the tracking number shows the status "Delivered".
When you place an order in our online store, you agree that the status "Delivered" of your package means that we have finally and correctly fulfilled our commitment to you.

Delivery was delayed:
Unfortunately, once your package has been handed over to the carrier, its movement and updates on its way to you are beyond our control.
In cases of delay, we advise you to contact the carrier company for assistance in the first instance.
You can also contact us by email lotusartgift@gmail.com. 
We will do our best to assist you as quickly as possible.

Lost in transit:
If there is no update on the movement of your package for 14 (fourteen) business days, or it was never delivered, we will agree that it was lost in transit.
Lost shipments are subject to refund or reshipment.

European Union 14 day cooling off period:
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

IMPORTANT NOTE - valid for all EU countries:
Please note that if you send back an item/s to us without a tracking number, or not packed well enough and protected, we will consider that you have not properly complied with these policies and will not be obligated to refund your payment.