Refund Policy

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