Returns & Refunds
Return Policy
Our return policy is valid for a period of 30 days from the date of delivery.
Return requests submitted after 30 days from delivery are not eligible for a refund or exchange.
To be eligible for a return, the item must be:
- unused and unopened
- in the same condition as received
- in its original packaging
A receipt or proof of purchase is required. Please do not send products directly to the manufacturer.
Non-Returnable Items
The following items are not eligible for return:
- Perishable goods (such as food, flowers, magazines)
- Intimate or hygiene items
- Hazardous materials, flammable liquids or gases
- Consumable goods that have been opened, tested, or used
- Gift cards
- Downloadable software
- Certain health and personal care products
Refund Eligibility
Refunds are available only for items returned in unused, unopened condition and in their original packaging.
Items that have been:
- opened
- used or tested
- damaged
- worn or altered
are not eligible for a refund.
Refunds are not issued based on personal preferences (for example: "I don't like the product" or "It doesn't meet my expectations") when the product has been opened or used.
Customers are responsible for verifying product suitability before purchase.
Partial Refunds (If Applicable)
Partial refunds may be granted in the following cases:
- Items returned damaged or incomplete for reasons not due to our error
- Items showing signs of wear or use
- Items returned outside of the stated return conditions
Items purchased on sale or at a discounted price are not refundable. In some cases, an exchange or store credit may be offered instead.
Refund Process
Once your return is received and inspected, you will receive an email confirming whether your refund is approved or rejected.
If approved:
- the refund will be processed
- a credit will be applied to the original payment method
- processing usually occurs within a few business days
If a refund is rejected, the item can be returned to you at your expense.
Late or Missing Refunds
If you have not received your refund:
- Check your bank account again
- Contact your bank or credit card provider (processing times may vary)
- If the issue persists, contact us at hello@lactobia.com
Exchanges
We replace items only if they are defective or damaged.
To request an exchange, please contact us at hello@lactobia.com with details and photos of the issue.
Gifts
If the item was marked as a gift and shipped directly to you:
- you will receive a gift credit once the return is approved
If the item was not marked as a gift:
- the refund will be issued to the original purchaser
Return Shipping Costs
Customers are responsible for return shipping costs. Shipping costs are non-refundable.
If a refund is issued, return shipping fees may be deducted from the refund amount.
For high-value items, we recommend using a trackable shipping service or purchasing shipping insurance.
Shipping & Delivery Issues
At Lactobia, we strive to ensure safe and timely delivery.
If a package is marked as "delivered" but not received, customers must contact us so we can assist with a carrier investigation.
Refunds or replacements are evaluated on a case-by-case basis after the carrier's investigation.
Order Cancellation
Orders may be canceled within 2 hours after confirmation.
Once an order has been shipped, cancellation is no longer possible. However, customers may request a return after delivery in accordance with this policy.
Faulty or Incorrect Items
If you receive a defective or incorrect item, you must contact us within 48 hours of delivery with supporting evidence.
Abuse Clause
We reserve the right to refuse returns or refunds in cases of:
- repeated or abusive refund requests
- non-compliance with this return policy
- false or misleading information
Policy Updates
These policies may be updated at any time without prior notice. Please refer to our Terms & Conditions or contact Customer Support for questions.
📧 hello@lactobia.com