1. Standard Return Window

Eligible standard-stock merchandise may be submitted for return authorization within 30 calendar days after delivery.

A return request does not automatically authorize a return.

All returns require approval and return instructions from The Lotus Group before merchandise is shipped back.

2. Return Eligibility

Unless the return results from our error, a verified defect, or shipping damage, merchandise generally must be:

• unused;
• unopened;
• clean and sanitary;
• in the original manufacturer's or distributor's packaging;
• in resalable condition;
• free from writing, customer labels, stickers, markings, or damage;
• complete with all components and accessories; and
• returned in the original case and inner-pack configuration when applicable.

Because many of our products are intended for food-contact use, opened inner sleeves, opened sanitary packaging, or merchandise with compromised food-contact packaging may not be returnable.

3. How to Request a Return

Email support@thelotusgroup.us and provide:

1. order number;
2. product SKU or description;
3. quantity to be returned;
4. reason for the return;
5. customer name and contact information; and
6. photographs or supporting documentation where applicable.

If approved, we will provide a return authorization and instructions.

Do not ship merchandise back to the address shown on the original shipping carton unless we specifically instruct you to do so.

Products may ship from warehouses or manufacturers that are different from the authorized return location.

4. Do Not Return Merchandise Without Authorization

Unauthorized returns may be refused, returned to the customer, or subject to additional handling or freight charges.

Issuance of a shipping label does not by itself constitute final approval of a refund or credit. Returned merchandise remains subject to inspection.

5. Customer-Requested Returns

If an eligible product is being returned because the customer:

• ordered the wrong product;
• ordered the wrong size or quantity;
• no longer needs the product;
• changed their mind;
• selected an incompatible lid or container; or
• otherwise requests a return for a reason not caused by The Lotus Group,

the customer is generally responsible for return transportation costs.

Original shipping, expedited shipping, freight, handling, customs, and accessorial charges are generally non-refundable unless required by law or otherwise approved by The Lotus Group.

6. Restocking Fee

Approved returns of non-defective merchandise may be subject to a restocking fee of up to 20% of the merchandise value.

The applicable restocking fee may depend on product condition, manufacturer or supplier requirements, handling, case configuration, and whether the product can be returned to available inventory.

If a supplier or manufacturer imposes a higher fee on a special-order return, we will disclose the applicable charge before authorizing the return whenever reasonably practicable.

No restocking fee will be charged for a verified return resulting solely from an incorrect shipment or verified defect attributable to The Lotus Group.

7. Non-Returnable Products

Unless defective, damaged when delivered, incorrectly shipped by us, or otherwise required to be returnable by applicable law, the following are final sale and not eligible for return or exchange:

• custom-printed products;
• personalized products;
• made-to-order merchandise;
• customer-specific products;
• products for which customization or production has begun after customer approval;
• special-order or non-stock products procured specifically for the customer, unless The Lotus Group expressly approves the return;
• opened cases when sanitary product integrity cannot reasonably be verified;
• opened inner sleeves or opened food-contact packaging;
• used merchandise;
• merchandise that has been contaminated;
• merchandise altered, repacked, relabeled, or modified by the customer;
• merchandise damaged after delivery through improper handling or storage;
• products identified as Final Sale, clearance, liquidation, or discontinued final-sale merchandise;
• sample kits or individual samples, unless otherwise stated; and
• products that cannot reasonably be resold because of their condition.

Nothing in this section eliminates rights that cannot legally be waived.

8. Custom-Printed and Personalized Products

Custom-printed, personalized, or made-to-order products are non-returnable and non-refundable once production, printing, tooling, procurement, or customization has begun, except for a verified defect or an error attributable to The Lotus Group.

Customer approval of an artwork proof or production specification constitutes authorization to manufacture according to that approved proof or specification.

A finished product will not be considered defective solely because of reasonable commercial variation in:

• color;
• shade;
• printing;
• registration;
• artwork position;
• product texture;
• dimensions; or
• other manufacturing tolerances.

If you believe a custom order was manufactured incorrectly, contact us before using or distributing the merchandise.

9. Damaged Products

If parcel-delivered merchandise arrives damaged, contact us as soon as reasonably practicable.

For faster processing, we request notification within 5 business days after delivery.

Please provide:

• order number;
• affected SKU;
• affected quantity;
• photographs of damaged merchandise;
• photographs of the exterior carton;
• photographs of interior packaging;
• shipping label; and
• any other information reasonably requested.

Do not dispose of damaged merchandise or packaging until instructed by The Lotus Group.

10. Visible Freight Damage

Palletized and LTL shipments should be inspected before the delivery receipt is signed.

Any visible shortage or damage should be specifically noted on the carrier's delivery receipt.

Photographs should be taken when reasonably practicable.

Examples include:

"3 cartons crushed"

"1 case missing"

"pallet wrap torn"

If a shipment is severely damaged, contact us promptly for assistance.

Failure to document visible freight damage at delivery may limit our ability to recover from the carrier and may affect available remedies where permitted by applicable law.

11. Concealed Freight Damage

If damage is discovered after an apparently intact freight shipment is opened, notify us promptly.

For efficient carrier-claim processing, we request notification within 5 business days after delivery.

Retain the product, cartons, pallet, packaging materials, labels, and other evidence until instructed otherwise.

12. Incorrect Products

If we ship a product different from what was ordered, notify us within 5 business days after delivery.

Do not use the incorrect product.

We may provide a return label, arrange carrier pickup, issue a replacement, issue a credit, or provide another appropriate remedy.

For a verified shipping error attributable to us, The Lotus Group will bear reasonable return transportation costs when return of the merchandise is required.

13. Shortages

Report a suspected shortage within 5 business days after delivery.

Before submitting a shortage claim, confirm whether the order was divided into multiple shipments.

For freight shipments, visible shortages should be documented on the carrier's delivery receipt before signing whenever possible.

We may compare the claim with warehouse records, package weights, shipment documentation, carrier records, photographs, bills of lading, or proof of delivery.

14. Product Defects

If a product appears to have a manufacturing defect that was not apparent at delivery, contact us promptly after discovery and generally within 30 days after delivery, unless a longer applicable manufacturer warranty or non-waivable legal right applies.

Provide photographs and, if available, lot numbers, production codes, carton markings, and a description of how the product was being used.

We may request samples of the affected product for inspection.

Normal manufacturing tolerances or inappropriate use do not necessarily constitute a product defect.

15. Product Compatibility and Customer Selection

Customers are responsible for confirming that products are appropriate for their intended application.

Returns based on product fit, lid compatibility, equipment compatibility, temperature performance, capacity, dimensions, color preference, or other customer-selection issues will generally be treated as customer-requested returns unless our product information was materially incorrect.

Customers purchasing commercial quantities are encouraged to obtain and test samples when compatibility or performance is important.

16. Claim Documentation

We may require reasonable documentation to evaluate a return or claim, including:

• photographs;
• video;
• product samples;
• lot numbers;
• case labels;
• shipping labels;
• packing slips;
• delivery receipts;
• bills of lading;
• purchase documentation; or
• written descriptions of the problem.

Failure to provide reasonably requested information may delay or prevent verification of the claim.

17. Retention of Merchandise

Do not discard, destroy, donate, resell, or otherwise dispose of merchandise that is the subject of an active damage or defect claim unless The Lotus Group authorizes disposal.

We or the applicable manufacturer, supplier, insurer, or carrier may need to inspect the product.

18. Return Shipping

When a return results from customer preference or ordering error, the customer is responsible for return transportation unless we agree otherwise.

When a return results from a verified error by The Lotus Group, verified product defect, or covered shipping damage, we will provide appropriate instructions and, when return shipment is required, arrange or reimburse reasonable return transportation as applicable.

Customers should not independently purchase expensive freight transportation and assume it will be reimbursed without prior authorization.

19. Return Packaging

Returned merchandise must be packed securely to prevent damage in transit.

The customer may be responsible for damage occurring during unauthorized or inadequately packaged return transportation.

Whenever possible, use the original shipping carton or equivalent protective packaging.

Do not place shipping labels directly on retail or inner product packaging unless instructed.

20. Inspection of Returned Merchandise

All returned merchandise is subject to inspection.

A return may be denied or the credit reduced if merchandise is:

• opened;
• used;
• damaged;
• incomplete;
• contaminated;
• missing packaging;
• missing quantities;
• not the product authorized for return; or
• otherwise materially different from the condition represented in the return request.

21. Refunds and Credits

After an approved return is received and inspected, we will process the applicable refund, credit memo, replacement, or account credit.

For consumer purchases, approved refunds will generally be issued to the original form of payment where appropriate.

For commercial accounts, wholesale purchases, invoice customers, or business-to-business transactions, we may issue a credit memo or account credit where appropriate.

Refunds and credits are based on the amount actually paid for the eligible merchandise, less any applicable restocking fee, return freight, non-refundable shipping charges, supplier charges, or other disclosed deductions.

Processing times may vary by financial institution and payment method.

22. Exchanges

Where practical, an approved exchange may be processed as:

1. a return and credit for the original merchandise; and
2. a separate order for the replacement merchandise.

Replacement merchandise is subject to current pricing and availability.

23. Marketplace Orders

Products purchased through Amazon, Walmart, a third-party marketplace, distributor platform, or other external sales channel may be subject to that marketplace's applicable return and claim procedures.

Where marketplace rules conflict with this Policy, mandatory marketplace requirements may control for that transaction.

24. Abuse and Fraud Prevention

We reserve the right to review and reasonably restrict return privileges in cases involving suspected fraud, repeated abuse, unauthorized returns, materially false claims, product substitution, or other misuse of the return process.

Nothing in this section limits rights protected by applicable law.

25. Contact Us

To request a return or submit a claim:

The Lotus Group

Email: support@thelotusgroup.us

Phone: 205-861-0240

Please include your order number in all correspondence.