Refund policy

Order changes

Our fulfilment partner processes orders very efficiently, so we are unable to accommodate order change requests once you have placed your order. This includes: cancellations, adding items, removing items, replacing items, changes on shipping preferences, and combining multiple orders.

This is about changing your mind on an order that is already on its way. It does not affect what happens if something arrives damaged, wrong or faulty. See below.

Damaged, wrong or faulty items

If your order arrives damaged, if you got the wrong item, or if a product is faulty or not what it was described as, tell us and we will put it right. Email hello@lotuswei.com, ideally within 3 days of delivery, with photos of the product, the packaging and the packing slip. Photos help us sort it fast. They are not a condition of your claim.

Once we confirm the issue, we send a replacement or refund the product price, your choice. Most of the time you keep the damaged item. If we do ask for it back, we cover the return shipping and give you the address.

Your rights under Singapore law

Nothing here limits your rights under the Consumer Protection (Fair Trading) Act 2003 or the Sale of Goods Act 1979.

If a product does not match its description, is not of satisfactory quality, or is not fit for the purpose you bought it for, you can ask us to put it right. For products like ours a repair makes no sense, so you can go straight to a replacement, a price reduction, or a refund.

If the problem shows up within 6 months of delivery, the law assumes the product was already faulty when we delivered it, and it is on us to show otherwise. After 6 months you still have the same rights, you just need to show us the fault was there at delivery. Email hello@lotuswei.com and we will sort it out.

Refund method and timing

When we refund you, the money goes back to the payment method you used at checkout. Card refunds (Visa, Mastercard, American Express, UnionPay) are processed by Shopify Payments. PayNow, GrabPay, ShopeePay and other local methods are processed by HitPay. Allow up to 30 days for a refund to reach you, whichever method you paid with. Questions about a refund? Email hello@lotuswei.com.

Changed your mind?

We do not refund or exchange for change of mind, opened or unopened. Exchanges are only for damaged or wrong items. Here is why.

If you feel you made a mistake in choosing a product, either because of the scent or some other reason, know that we trust that when you order it, you know what you need. It may be for a bit later, or after your next shift. We have seen people change from hating a scent to being a raving fan, in minutes, days or weeks. So simply set it aside for now.

Or it could be that you really do need it now, but you are facing some inner resistance. In that case, start using it and notice what it brings up for you. We are committed to personal transformation, and want to honor that in you.

If you have a question about your order, email hello@lotuswei.com.

Gift cards

Gift cards bought on this store can only be used on this store. Gift cards bought on lotuswei.com (our US store) cannot be redeemed here, and gift cards bought here cannot be redeemed on lotuswei.com. If you are holding one from the other store, email us and we will help.

We are here at hello@lotuswei.com if you have questions.