Refund Policy

Your Satisfaction Matters. Here's How Refunds Work With Us.

Introduction

At Lotta, we care about your shopping experience and want to ensure you are confident with every purchase. If something isn’t quite right, we offer a return option within 14 days, following the guidelines set by the Kuwaiti Consumer Protection Law.

Items Eligible for Return

Products must be returned in the same condition they were received—unused, sealed, and in their original packaging, along with all accessories, manuals, and any included materials. A valid proof of purchase is required for all returns.

Note: Some products cannot be returned, such as personal care items, undergarments, food or perishable goods, customized or made-to-order items, and digital or downloadable products.

How to Start a Return

If you wish to return an item, please get in touch with our customer support team at support@lotta-kw.com within 14 days of your purchase. Our team will guide you through the next steps and explain how to send the item back.

Condition of Returned Products

Returned items must be in perfect, unopened condition. Items that show signs of use, damage, or missing components may not qualify for a refund.

Fees & Shipping Costs

Shipping charges and handling fees are non-refundable. Customers are responsible for the cost of returning the product to Lotta unless the item was received damaged or faulty.

Refund Process

Please return the product directly to the Lotta office, regardless of whether the order was delivered or collected in-store. Once we receive the item, our team will examine it and update you regarding the refund decision. Approved refunds will be issued through the same payment method used for the purchase, and processing may take 1–5 business days, depending on your bank.

Damaged or Faulty Items

If you received an item that is damaged or not functioning properly, contact our customer support immediately at support@lotta-kw.com. The product will need to be returned to the Lotta office for inspection. If the issue is confirmed, we will arrange either a replacement or a refund, based on your preference and product availability.

Seller Responsibilities

Marketplace sellers must:

- Respond to refund requests promptly.

- Maintain product quality standards.

- Cooperate with Lotta support team.

Failure to comply may result in account penalties or suspension.

Legal Notice

This policy is aligned with the requirements of the Kuwaiti Consumer Protection Law to ensure fairness and transparency.

Contact Support

If you have any questions or need further help, please contact our support team at support@lotta-kw.com

1. Privacy Policy

Lotta values your privacy. This policy explains how we collect, use, and protect your personal data.

1.1 Data We Collect
- Account information (name, email, business details)
- Transaction data (orders, payments)
- Communication and support messages
- Website usage data (via cookies and analytics)

1.2 How We Use Your Data
- To operate and improve our platform
- To process transactions
- To communicate updates and offers
- To prevent fraud and ensure platform safety

1.3 Data Sharing
- We do not sell your data. We may share it with:
- Payment providers and logistics partners
- Legal authorities when required
- Third-party services for analytics and hosting

1.4 Your Rights
You may request to access, correct, or delete your personal data at any time.

2. Seller Policy

2.1 Seller Responsibilities
- Ensure all listings are accurate and legal.
- Fulfill orders within agreed timelines.
- Maintain professional communication with buyers.

2.2 Prohibited Products
- Lotta prohibits the sale of:
- Counterfeit goods
- Hazardous materials
- Items restricted by Kuwait law

2.3 Fees and Payouts
- Platform fees will be transparently disclosed.
- Sellers must link a valid payment method for withdrawals.
2.4 Dispute Resolution
- In case of disputes, Lotta will mediate fairly based on platform evidence and policies.

3. Buyer Policy

3.1 Buyer Commitments
- Buyers must provide accurate delivery and payment information.
- Disputes should be raised within 7 days of receiving goods.

3.2 Refunds & Returns
- Returns and refunds are governed by the seller's policy.
- Lotta may step in for mediation if a resolution is not reached.

4. Intellectual Property

All content on Lotta, including logos, images, and software, is the property of Lotta or its licensors. Unauthorized use is prohibited.

5. Changes to the Policy

Lotta reserves the right to modify these policies at any time. Continued use of the platform implies acceptance of the updated terms.

6. Contact Us

If you have any questions about these policies, please contact us at: support@lotta-kw.com