How refunds and cancellations work on Lotaja.

This policy applies to all purchases made through stores hosted on Lotaja.shop. It sets out the conditions for requesting a refund or return, the responsibilities of vendors and customers, and when Lotaja.shop may step in to help resolve a dispute.

Each vendor on Lotaja.shop is independently responsible for setting and displaying their own return and refund policy, managing order fulfillment and cancellations, and processing approved refunds through their integrated payment processor.

Vendors are required to clearly disclose any refund or return policy on their product pages or store policies, honor approved refunds and return requests in a timely manner, and respond to customer queries or disputes within 3 business days.

Customers have the right to request a refund or return in line with the vendor's published policy, to cancel an order before it is marked as fulfilled or shipped where the vendor allows this, and to report fraudulent or deceptive activity by a vendor to Lotaja.shop.

Refunds may be issued when an item was not received within the vendor's delivery window, when the item received is significantly different from its description, when the item is defective, damaged, or incomplete on delivery, or when a vendor failed to fulfill an order and did not respond within a reasonable time.

Refunds do not usually apply to a simple change of mind unless the vendor's own policy allows it, to incorrect orders caused by customer error, or to personalized or custom-made items unless they are defective.

To request a refund, contact the vendor directly through their store or order page and provide a detailed explanation, along with supporting images where they help. If the issue remains unresolved after 5 business days, escalate the matter to Lotaja.shop support at support@lotaja.shop.

Lotaja.shop may step in when a vendor fails to respond within 5 business days, has a history of unresolved complaints, or when fraud or gross misconduct is suspected. This can include temporarily withholding vendor payouts, issuing refunds to customers from the vendor's balance, or suspending or banning a vendor from the platform.

Our role in these situations is limited to mediation. We do not guarantee a resolution in every case and are not financially liable for transactions between customers and vendors.

Refunds for digital goods such as downloads, subscriptions, or licenses are at the vendor's discretion, unless the item is inaccessible or corrupted, or the customer was charged in error.

Fees paid to Lotaja.shop, such as for premium store plans, add-ons, or domain purchases, are non-refundable except when a duplicate payment was made in error or 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.

Customers may cancel an order that has not yet been processed, shipped, or delivered, where the vendor allows cancellations within a defined window. Vendors must clearly define their cancellation policy and honor any accepted cancellation requests promptly.

If a customer initiates a chargeback without first attempting to resolve the issue through the store or Lotaja.shop, their account may be suspended. False claims or abuse of the refund system may result in a ban from making purchases on Lotaja.shop and, where financial loss is incurred, legal action.

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

If you have questions or need assistance, contact us at support@lotaja.shop.