Customer Care
Returns & Refunds
Your satisfaction is our priority. We offer a hassle-free 30-day return policy on all purchases.
30-Day Returns
Return within 30 days of delivery
Free EU Returns
No cost for returns within EU
Fast Refunds
Processed within 5-7 business days
Our Return Policy
We want you to be completely satisfied with your Lotessa purchase. If for any reason you're not happy with your order, you may return it within 30 days of delivery for a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Eligible Items for Return
Items That Can Be Returned
- Unopened essential oil bottles with intact seals
- Unused diffusers in original packaging
- Unopened gift sets
- Accessories in original, unused condition
- Damaged or defective items (any condition)
Non-Returnable Items
- Opened essential oil bottles (except if defective)
- Used diffuser pads or refills
- Gift cards
- Items marked as final sale
- Items returned after 30 days
How to Return an Item
Contact Us
Email us at info@lotessa.com with your order number and reason for return. Our team will respond within 24-48 hours.
Receive Return Label
Once approved, we'll send you a prepaid return shipping label (for EU customers) and detailed instructions on how to package your return.
Ship Your Return
Pack the item securely in its original packaging, attach the return label, and drop it off at your nearest shipping point.
Receive Your Refund
Once we receive and inspect your return, we'll process your refund within 5-7 business days to your original payment method.
Refund Information
Refunds will be credited to the original payment method used for the purchase:
- Credit/Debit cards: 5-10 business days after refund is processed
- PayPal: 3-5 business days after refund is processed
- Klarna: Refund applied to your Klarna account within 5-7 business days
Original shipping costs are non-refundable unless the return is due to our error or a defective product.
Exchanges
Want to exchange your item for something different? We're happy to help! The fastest way to ensure you get what you want is to:
- Return the original item for a refund
- Place a new order for the desired item
This ensures you get the new item as quickly as possible without waiting for us to receive your return first.
Damaged or Defective Items
If you receive a damaged or defective item, we sincerely apologize for the inconvenience. Please contact us immediately with:
- Your order number
- A description of the damage or defect
- Photos of the damaged item and packaging
We'll arrange for a replacement or full refund at no additional cost to you. You won't need to return damaged items in most cases.
International Returns
For customers outside the European Union:
- Return shipping costs are the responsibility of the customer
- We recommend using a trackable shipping method
- Please mark package as "Returned Goods" to avoid customs issues
- Any customs fees or duties paid on the original order are non-refundable
Contact us at info@lotessa.com for the return address and any specific instructions for your country.
Questions?
If you have any questions about returns or need assistance, we're here to help.
Still Have Questions?
Check our FAQ or get in touch with our friendly customer support team.