Refund and Cancelation Policy

1. Scope of Policy

This policy applies to all purchases made through stores hosted on Lotaja.shop. It outlines:

• Conditions for requesting a refund or return
• Responsibilities of vendors and customers
• When Lotaja.shop may intervene in disputes

2. Vendor Responsibilities

Each vendor on Lotaja.shop is independently responsible for:

• Setting and displaying their return/refund policy on their store
• Managing order fulfillment, cancellations, and customer complaints
• Processing approved refunds through their integrated payment processor

Vendors are required to:

• Clearly disclose any refund or return policy on product pages or in store policies
• Honor approved refunds and return requests in a timely manner
• Respond to customer queries or disputes within 3 business days

3. Customer Rights

Customers have the right to:

• Request a refund or return in line with the vendor’s published policy
• Cancel an order before it is marked as fulfilled or shipped (if allowed)
• Report fraudulent or deceptive activity by vendors to Lotaja.shop

4. Refund Eligibility

Refunds may be issued under the following conditions:

• The item was not received within the vendor’s delivery window
• The item received is significantly different from the description
• The item is defective, damaged, or incomplete upon delivery
• The vendor failed to fulfill the order and did not respond within a reasonable time

Non-eligible cases may include:

• Change of mind (unless specified in vendor policy)
• Incorrect orders due to customer error
• Personalized or custom-made items (unless defective)

5. How to Request a Refund

To request a refund:

1. Contact the vendor directly via their store or order page.
2. Provide a detailed explanation, along with supporting images (if applicable).
3. If unresolved after 5 business days, escalate the matter to Lotaja.shop support at support@lotaja.shop.

6. Dispute Resolution by Lotaja.shop

Lotaja.shop may intervene in disputes under the following conditions:

• The vendor fails to respond within 5 business days
• The vendor has a history of unresolved complaints
• Fraud, scam, or gross misconduct is suspected

Our intervention may include:

• Temporarily withholding vendor payouts
• Issuing refunds to customers through the vendor’s balance
• Suspending or banning vendors from the platform

Note: Lotaja.shop’s role is limited to mediation. We do not guarantee resolution in all cases and are not financially liable for transactions between customers and vendors.

7. Digital Products and Services

Refunds for digital goods (e.g., downloads, subscriptions, licenses) are at the vendor’s discretion unless:

• The digital item is inaccessible or corrupted
• The customer is charged in error

8. Subscription and Service Fees (Lotaja.shop Users)

Fees paid to Lotaja.shop (e.g., for premium store plans, add-ons, or domain purchases) are non-refundable except when:

• A duplicate payment was made in error
• A service was not activated as promised

To request a service-related refund from Lotaja.shop directly, contact billing@lotaja.shop within 7 days of the transaction.

9. Cancellations

Customers may cancel orders if:

• The order has not been marked as processed, shipped, or delivered
• The vendor allows cancellations within a defined window

Vendors must clearly define their cancellation policy and honor any accepted cancellation requests promptly.

10. Chargebacks and Fraudulent Claims

If a customer initiates a chargeback without attempting to resolve the issue via the store or Lotaja.shop, their account may be suspended. False claims or abuse of the refund system may result in:

• Ban from making purchases on Lotaja.shop
• Legal action if financial loss is incurred

11. Policy Changes

Lotaja.shop reserves the right to modify this Refund Policy at any time. Updates will be posted here with the new effective date.

12. Contact Information

If you have questions or require assistance: