– Transaction Rejection or Dispute

If the cardholder rejects the transaction (e.g. requests a refund or dispute), Customers are required to contact us first to resolve the issue.

We are committed to handling issues fairly and amicably.

If the transaction is eligible for a refund under the policy, the refund will be processed via the original form of payment after review and approval.

– Proof of transaction and identity

To prevent fraud and comply with card company regulations, we may request and securely store the following information at the time of transaction:

+ We may request additional verification documents if necessary 

+ Cardholder’s signature on the invoice or purchase receipt

+ Confirmation of receipt (e.g. signed delivery note or photo taken upon receipt)

These documents will only be used in the event of a dispute and will be kept confidential in accordance with our privacy policy.

– Refund Conditions

Refund requests must be submitted within 7 days of delivery.

If the product arrives damaged, defective, or significantly different from the description, customers may contact us within 7 days after delivery for review and possible replacement or refund.

The product must be intact, unused, unopened, and in its original packaging (if applicable).

Products that have been opened, used, or applied are not eligible for a refund.

International delivery times may vary due to factors beyond our control (e.g. customs clearance, local logistics, or customer availability).

Delays caused by these factors do not qualify for a refund.

– Non-Refundable Items

Sale items, custom orders and gift cards are non-refundable.

Any item returned after 7 days of delivery will not be eligible for a refund.

– How to request a refund

Please email [customer@lotoang.com] with the following information:

Date of receipt

Reason for refund

Illustrative image (if available)

– Processing Time

Once the request is approved, the refund will be processed within 5–10 business days (depending on the payment provider)

– Shipping costs

Shipping costs are non-refundable. The customer is responsible for return shipping costs, unless the reason for the return is due to our fault (e.g. defective goods, wrong goods).

– Order Cancellation

Customers may request order cancellation before the order has been processed or shipped.

Once the order has been processed, prepared for shipment, or shipped, cancellation may no longer be possible.

Approved cancellations will be refunded via the original payment method.