At Lotus Lab, we attach the utmost importance to the satisfaction of our customers, whether they are suppliers, wholesalers or end-users of our products. As a leader in thearomatherapy and raw materials sector, we are committed to providing you with top-quality products. However, if you are not entirely satisfied with your order, we have put in place a simple and transparent return and refund policy to guarantee you the best possible customer experience.

Right of withdrawal and returns

In accordance with Moroccan law, you have 14 calendar days from receipt of your order to inform us of your decision to cancel and return the products. We accept returns of products provided they are in their original condition, unopened, unused and in their original packaging.

Return conditions

  • Products must be returned within 14 days of receipt of the order.
  • Returned products must be in their original packaging, unopened and unused.
  • Shipping costs are at the customer’s expense unless the product is defective or the error is caused by Lotus Lab (product error, damaged product, etc.).

Refund Process

Once we have received your return request, we will process your refund within 7 to 10 working days after receipt and verification of the returned products. Refunds will be made via the original method of payment used at the time of purchase. Please note that shipping costs will not be refunded, except in the following cases:

  • Defective or damaged product upon delivery.
  • Delivery error on our part (incorrect product).

Exceptions and non-returnable products

For health and safety reasons, some products cannot be returned or exchanged, in particular :

  • Essential oils, raw materials and other aromatherapy products once opened.
  • Products purchased in bulk or for professional use, unless the products are defective or in poor condition upon delivery.

Defective or Damaged Products

If you receive a damaged or defective product, you must notify us immediately, within 48 hours of receiving the order, by sending an email to contact@lotuslab.ma. We will proceed with an exchange or refund according to your preference and the nature of the returned product.

Terms of exchange

If you wish to exchange a product for another reference or another product, it is possible to do so under the same return conditions mentioned above. Exchanges may incur additional costs if the new order exceeds the value of the returned product. If you wish to make an exchange, we advise you to contact us beforehand to avoid any ordering errors.

Customer Commitment and Satisfaction

As a trusted supplier and wholesaler of natural products, cosmetics andaromatherapy, Lotus Lab is committed to complying with all consumer protection standards under Moroccan legislation. We do our best to provide you with products of the highest quality, but if for any reason you are dissatisfied, we will endeavor to find a quick and satisfactory solution.

Contact us

If you have any questions about our returns policy or need assistance with a refund or exchange request, our customer team is available to help: