Refund policy
Returns & Refunds Policy
We want your Lotour experience to feel simple, clean, and reliable. If you are not fully satisfied with your order, please review our returns and refunds policy below.
30-Day Return Policy
We offer a 30-day return policy, which means you may request a return within 30 days after receiving your order.
To be eligible for a return, your item must be unused, clean, in the same condition that you received it, and in its original packaging. You will also need the receipt or proof of purchase.
Because Lotour products are refillable travel containers designed for skincare, shower, and daily care routines, items that have been used, filled with liquid, washed after use, or show signs of wear may not be eligible for return unless they arrive damaged, defective, or incorrect.
How to Start a Return
To start a return, please contact us at sm@lotour.life with your order number and the reason for your return.
If your return is accepted, we will send you return instructions, including where and how to send your package. Items sent back to us without first requesting a return will not be accepted.
Please do not send your purchase back before your return request has been approved.
Bundle and Set Returns
If you purchased a bundle, gift set, or multi-piece set, the full set must be returned together. We are unable to accept partial returns for individual items from a set unless the item arrives damaged, defective, or incorrect.
Damages and Issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you receive the wrong item.
To help us review the issue, please include your order number and clear photos of the product, packaging, and shipping label.
If the issue is confirmed, we will help arrange a replacement, refund, or another suitable solution.
Non-Returnable Items
Certain items cannot be returned, including:
Used personal care containers
Items that have been filled with skincare, shampoo, conditioner, body wash, or other liquids
Items that have been washed after use or show signs of wear
Opened or used cleaning accessories
Final sale items
Gift cards
Custom or personalized items, if applicable
Please contact us at sm@lotour.life if you have questions about a specific item.
Exchanges
The fastest way to get the product you want is to return the item you have. Once the return is accepted, you can place a separate order for the new item.
If your item arrived damaged, defective, or incorrect, please contact us first at sm@lotour.life so we can help review the issue.
Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund is approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please remember that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at sm@lotour.life.
Return Shipping Costs
Unless the item arrives damaged, defective, or incorrect, customers are responsible for return shipping costs.
Original shipping fees, if applicable, are non-refundable unless the return is due to our error.
Return Policy Abuse
We reserve the right to refuse returns or refunds if we believe a return request is fraudulent, abusive, or inconsistent with the intended personal use of our products.
Order Cancellation
If you need to cancel your order, please contact us as soon as possible at sm@lotour.life.
If your order has not yet been processed or shipped, we will do our best to cancel it. If the order has already shipped, it will need to be handled as a return after delivery.
Contact Us
For any questions about returns, refunds, exchanges, or order issues, please contact us at:
Please include your order number so we can help you faster.
