{"id":18032,"date":"2025-05-15T13:48:36","date_gmt":"2025-05-15T11:48:36","guid":{"rendered":"https:\/\/lotuslab.ma\/refunds-and-returns\/"},"modified":"2026-08-19T02:44:37","modified_gmt":"2026-08-19T00:44:37","slug":"refunds-and-returns","status":"publish","type":"page","link":"https:\/\/lotuslab.ma\/en\/refunds-and-returns\/","title":{"rendered":"Refunds and returns"},"content":{"rendered":"<p><\/p><p>At <strong>Lotus Lab<\/strong>, we attach the utmost importance to the satisfaction of our customers, whether they are <strong>suppliers<\/strong>, <strong>wholesalers<\/strong>, or end-users of our products. As a leader in the <strong>aromatherapy<\/strong> and <strong>raw materials<\/strong> 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 <strong>return and refund<\/strong> policy to guarantee you the best possible customer experience.  <\/p><h3 class=\"wp-block-heading\"><strong>Right of Withdrawal and Returns<\/strong><\/h3><p>In accordance with Moroccan law, you have a <strong>period of 14 calendar days<\/strong> from receipt of your order to inform us of your decision to withdraw and proceed with the return of the products. We accept returns of products provided they are in their original condition, <strong>unopened<\/strong>, <strong>unused<\/strong> and in their <strong>intact packaging<\/strong>. <\/p><h4 class=\"wp-block-heading\"><strong>Return Conditions<\/strong><\/h4><ul class=\"wp-block-list\"><li><strong>Products must be returned within 14 days<\/strong> following receipt of the order.<\/li>\n\n<li>Returned products must be in their <strong>original packaging<\/strong>, <strong>unopened<\/strong> and <strong>unused<\/strong>.<\/li>\n\n<li><strong>Shipping costs are at the customer&#8217;s expense<\/strong> unless the product is defective or the error is caused by Lotus Lab (product error, damaged product, etc.).<\/li><\/ul><h3 class=\"wp-block-heading\"><strong>Refund Process<\/strong><\/h3><p>Once your return request has been received, we will process your refund within <strong>7 to 10 working days<\/strong> after receipt and verification of the returned products. The refund will be made via the <strong>original method of payment<\/strong> used at the time of purchase. Please note that <strong>shipping costs<\/strong> will not be refunded, except in the following cases:  <\/p><ul class=\"wp-block-list\"><li>Defective or damaged product upon delivery.<\/li>\n\n<li>Delivery error on our part (incorrect product).<\/li><\/ul><h3 class=\"wp-block-heading\"><strong>Exceptions and Non-Returnable Products<\/strong><\/h3><p>For health and safety reasons, some products cannot be returned or exchanged, in particular:<\/p><ul class=\"wp-block-list\"><li><strong>Essential oils<\/strong>, <strong>raw materials<\/strong>, and other <strong>aromatherapy products<\/strong> once opened.<\/li>\n\n<li>Products purchased in <strong>bulk<\/strong> or for <strong>professional use<\/strong>, unless these products are defective or in poor condition upon delivery.<\/li><\/ul><h3 class=\"wp-block-heading\"><strong>Defective or Damaged Products<\/strong><\/h3><p>If you receive a <strong>damaged<\/strong> or <strong>defective<\/strong> product, you must inform us immediately, within <strong>48 hours<\/strong> following receipt of the order, by sending an email to <strong><a>contact@lotuslab.ma<\/a><\/strong>. We will proceed with an exchange or a refund according to your preference and the nature of the returned product. <\/p><h3 class=\"wp-block-heading\"><strong>Exchange Procedures<\/strong><\/h3><p>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. The exchange may result in additional costs if the new order exceeds the value of the returned product. If you wish to proceed with an exchange, we advise you to contact us beforehand to avoid any ordering errors.  <\/p><h3 class=\"wp-block-heading\"><strong>Commitment and Customer Satisfaction<\/strong><\/h3><p>As a trusted <strong>supplier<\/strong> and <strong>wholesaler<\/strong> in the field of <strong>natural products<\/strong>, <strong>cosmetics<\/strong> and <strong>aromatherapy<\/strong>, <strong>Lotus Lab<\/strong> is committed to respecting all standards relating to <strong>consumer protection<\/strong> 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 strive to find a quick and satisfactory solution. <\/p><h3 class=\"wp-block-heading\"><strong>Contact Us<\/strong><\/h3><p>For any questions regarding our <strong>return policy<\/strong> or if you need assistance with a refund or exchange request, our <strong>customer service<\/strong> team is available to help you:<\/p><ul class=\"wp-block-list\"><li>By email: <strong><a>contact@lotuslab.ma<\/a><\/strong><\/li>\n\n<li>By phone: +212673853109<\/li><\/ul>","protected":false},"excerpt":{"rendered":"<p>At Lotus Lab, we attach the utmost importance to the satisfaction of our customers, whether they are suppliers, wholesalers, or<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_yoast_wpseo_focuskw":"refund-and-return","_yoast_wpseo_title":"Refund and Return \u2014 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