Of course, you can exchange anything that you don't like or that doesn't fit within 14 days of receipt and return it to us without any problems. You can find more information about this in the information in the cancellation policy.
Please contact us briefly before returning any items. You can reach us by phone from Monday to Friday (8 a.m. to 3 p.m.) at: +49 (0) 221 / 260 507 34 or conveniently by e-mail at: info@lotus-design.com.
Please send returns to:
Lotus Works GmbH; Lotus Design; Maarweg 233; 50825 Cologne, Germany.
Please use the original packaging for your return, if possible, or use a stable packaging material that is appropriate for the respective product. For sensitive and/or fragile products, we ask you to provide sufficient padding with suitable filling material.
If possible, please enclose a copy of the invoice with the delivery and make a clear note of your sender's address. This will make it easier for us to allocate the goods. You must bear the costs of the return shipment. Please do not return the goods postage unpaid, as we are charged very high fees for this (currently € 18,-). If the goods are returned to us freight collect, we will refuse to accept them and they will be returned to you. Please bear in mind that this will incur additional costs for you.
You can either return the goods by post/DHL or use any delivery service of your choice, e.g. DPD, Hermes, UPS etc. If you would like replacement goods, please note this on your copy of the invoice or similar.
Christmas
Of course we make an exception over Christmas. If you order something in December and then give it as a present and only know after Christmas whether you like it or not, you can of course return these orders until mid-January of the following year.
Complaints
If you have reason to complain, e.g. due to damage to the goods or quality defects, we will, after receiving and inspecting the returned goods, pay the return costs in the case of a guarantee claim and provide a replacement or refund the purchase price.
In any case, please coordinate the procedure with us and do not send any goods back to us carriage forward, as this will also lead to high costs for you. Send your complaint directly to the following email, we will process it with high priority as soon as possible: info@lotus-design.com.
Please be sure to include your order number, ideally directly in the subject line of the email, and send photos if necessary to explain and document your complaint.