To start the return process for your order, please enter your email address or phone number and the order number below.
You can return your items within 30 days of receipt of your shipment.
Free gifts or promotional items are not returnable!
Did you receive a faulty unit, or the wrong product? Simply not satisfied with your order?
Please contact our Customer Support team to start the return process. Please include the following information:
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do:
Contact the bank/credit card company. It may take some time before the refund is posted to your account.
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.
Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or canceled.
To check the status of your order, please log-in to your LOTILE account or contact our Customer Support team.