To start the return process for your order, please enter your email address or phone number and the order number below.

How do I return?

  • Enter your order number and email address in the fields above and click Start
  • Follow the instructions and select the items you want to return
  • You will get a confirmation email with the shipping guidelines once the return request is approved

 

What items are returnable?

You can return your items within 30 days of receipt of your shipment.

  • They must be in original condition
  • In the original packaging
  • Returns made without receipt may be refused. 
  • Only items purchased directly from www.lotile.com will be accepted. 
  • Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.

Free gifts or promotional items are not returnable!

 

What if the item(s) i received are defective/incorrect/damaged?

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:

· Order number
· Proof of purchase
· Video or photo of the faulty product (if applicable)
· Complete delivery address
· Contact telephone number/Email

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.

Are there any charges for return?

  • There are no charges for return
  • Original shipping charges are non-refundable
  • You are responsible for the charges of the return shipping

 

When will I receive my refund?

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.

 

How long is the returns process?

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.

 

How do I change or cancel my order?

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.