Returns & Exchanges Policy

Last updated: August 11, 2026

1. Quick Overview

For your convenience, here's a summary of our return policy. Please read the full policy below for complete details.

Topic	Details
Return window	30 days from delivery date
Authorization required	Yes — you must request an RMA via email first
Return destination	Our U.S. returns center; the address is provided after approval
Return shipping cost	Customer pays for change-of-mind returns; we pay when the item is damaged, defective, or incorrect
Restocking fee	No restocking fee for eligible items returned in original condition
Refund method	Original payment method
Refund processing time	Within 5 business days after approval following inspection
Exchanges	Replacement or store credit may be offered, subject to availability
Damaged/wrong item	We cover the resolution and return shipping at no cost to you
Final Sale items	Cannot be returned (see Section 3)

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2. Return Eligibility

Return Window

You may request a return within 30 calendar days from the date your order is delivered, as confirmed by the carrier's tracking system.

Item Condition Requirements

To qualify for a return, items must meet ALL of the following conditions:

• ✅ In unused, unworn, and unaltered condition
• ✅ In the original packaging, including any boxes, pouches, dust bags, certificates, and inserts
• ✅ With all original tags, labels, and stickers still attached
• ✅ Including all accessories, free gifts, and bonus items received with the original order
• ✅ Free from damage, scratches, dirt, oils, perfume, smoke, pet hair, or any signs of wear or use
• ✅ Purchased directly from https://www.lotusritual.com (we do not accept returns of items purchased from third-party resellers)

If an item does not meet these conditions, we will contact you before completing the return. A deduction may apply only when packaging, accessories, or value are missing, or when the item shows damage or use beyond what is necessary to inspect it.

Proof of Purchase

You must provide proof of purchase when requesting a return, such as:

• Your order number
• Order confirmation email
• The email address used at checkout

We are unable to process returns without verification of the original purchase.

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3. Items That Cannot Be Returned (Final Sale)

The following items are FINAL SALE and cannot be returned, exchanged, or refunded under any circumstances:

• 🚫 Customer-requested personalized ritual preparation — Items that receive a custom blessing, cleansing, activation, or other ritual preparation specifically requested for the customer's order
• 🚫 Custom, personalized, or made-to-order items — Including engraved pieces, custom-cut crystals, made-to-size jewelry, and any product modified to your specifications
• 🚫 Gift cards and digital products — Including digital downloads, e-books, and online consultations
• 🚫 Opened smoke-cleansing items — Including sage bundles, palo santo, incense, smudge sticks, and similar consumables (for hygiene and safety reasons, once opened or unsealed, these items cannot be returned)
• 🚫 Items explicitly marked “Final Sale” before purchase — A promotional discount, coupon, or sale price alone does not make an item Final Sale
• 🚫 Wearable items used or worn — Bracelets, necklaces, earrings, rings, and other wearables that show any sign of having been worn
• 🚫 Items shipped without prior return authorization may be delayed or returned to the sender — See Section 4
• 🚫 Items returned beyond the 30-day window
• 🚫 Items not in original, resalable condition — See Section 2
• 🚫 Items damaged after delivery due to customer mishandling

Standard pre-shipment blessing: The complimentary blessing that Lotus Ritual performs for every piece before shipping is part of our standard fulfillment process. It does not by itself make an otherwise eligible item Final Sale or affect the customer's return rights under this Policy.

Important: If you are unsure whether your item qualifies, email us at [email protected] before sending it. Please use only the return address and instructions supplied in your approval email.

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4. How to Request a Return

ALL returns require prior authorization. Please follow these steps carefully:

Step 1: Contact Us

Email [email protected] within 30 days of delivery with the following information:

• Subject line: "Return Request – Order #[your order number]"
• Your full name
• Your order number
• The item(s) you wish to return (name and quantity)
• The reason for return
• Photos of the item(s) in their current condition (showing the unused state and original packaging)

Step 2: Wait for RMA Authorization

Our customer service team will review your request and normally respond within 1–2 business days. If your return is approved, we will provide you with:

• A Return Merchandise Authorization (RMA) number
• The address of our U.S. returns center
• Specific instructions for packaging and shipping your return

Step 3: Ship Your Return

Within 14 days of receiving your RMA, ship the item(s) back following the instructions provided. Be sure to:

• Include the RMA number clearly on the outside of the package and on a note inside
• Use original packaging when possible
• Pad the item adequately to prevent damage in transit (we are not responsible for items damaged during return shipping)
• Keep your tracking number for your records

Step 4: Wait for Inspection

Once we receive your return, our team will inspect the item(s) within 5 business days. We will email you to confirm:

• Receipt of your return
• Inspection results
• Approval or denial of your refund
• The final refund amount and any condition-based adjustment, if applicable

Returns sent without an RMA number or to an address other than the one in the approval email may be delayed or returned to the sender. Please wait for written authorization before shipping anything back.

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5. Return Shipping

Customer Responsibility

Return shipping costs are the responsibility of the customer, except in cases where the return is due to our error (see Section 7).

Return Address

Approved returns are sent to our U.S. returns center. The exact address and shipping instructions will be provided in your RMA confirmation email. Please do not send a return to the business address displayed elsewhere on our website unless that address is included in your approval email.

Recommended Practices

We strongly recommend that you:

• Use a trackable shipping service such as USPS, UPS, or FedEx
• Purchase shipping insurance for the value of the item(s)
• Keep your tracking number and receipt until your refund is processed

We are not responsible for returns that are lost, damaged, or delayed in transit. Without tracking and proof of delivery, we cannot confirm receipt of your return.

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6. Restocking Fee and Condition Deductions

We do not charge a restocking fee for eligible items returned unused and in their original condition.

If a returned item is missing packaging, accessories, gifts, or certificates, or shows damage or use that reduces its resale value, we may make a reasonable deduction reflecting the actual loss in value. If this applies, we will explain the proposed adjustment by email before issuing the refund.

Examples of issues that may result in an adjustment include:

• Missing original packaging, certificates, accessories, or included gifts
• Visible wear, scratches, residue, fragrance, or damage after delivery
• Damage caused by inadequate return packaging

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7. Damaged, Defective, or Incorrect Items

We stand behind the quality of our products. If you receive an item that is damaged, defective, or incorrect, we will make it right at no cost to you.

Eligible Situations

This applies if you received:

• An item damaged in transit (broken, cracked, shattered, etc.)
• A defective item (manufacturing flaw, missing components, malfunction)
• The wrong item (different product, color, size, or quantity than ordered)

What to Do

Contact us within 7 calendar days of delivery at [email protected] with:

• Your order number
• Clear photos of:
  • The outer shipping box (showing any damage)
  • The inner packaging
  • The damaged, defective, or incorrect item
  • Any visible shipping labels
• A brief description of the issue

Do not discard the item or packaging until we resolve the issue — we may need additional documentation.

We will review your claim within 3 business days and offer one of the following resolutions (at our discretion):

• Full replacement of the item (subject to availability)
• Full refund to your original payment method
• Store credit for the value of the item

Our Coverage

When the issue is our fault, we will:

• ✅ Cover return shipping costs (we'll provide a prepaid label or reimburse documented shipping expenses)
• ✅ Apply no return fee or condition deduction
• ✅ Refund the original shipping cost (if shipping was paid)

Time Limit

Claims submitted more than 7 days after delivery may be denied, as it becomes difficult to verify whether damage occurred in transit or after delivery. Please inspect your order promptly upon arrival.

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8. Refund Processing

Timeline

Once your return is received and inspected at our facility, we will:

• Notify you by email of approval or rejection within 5 business days
• If approved, process your refund within 5 business days
• Refund the approved amount to your original payment method

Refund Method

Refunds are issued to the same payment method used for the original purchase. We cannot issue refunds to a different card, account, or payment method.

Original Payment Method	Refund Goes To
Visa, Mastercard, Amex	The same credit/debit card
PayPal	Your PayPal account
Apple Pay / Google Pay	The underlying card or account

Bank Processing Time

Please note that after we issue the refund, your bank or card issuer may take an additional 3–10 business days to post it to your account.

This processing time is controlled by your financial institution, not by us.

What Is Refunded

• ✅ Refunded: The product purchase price and applicable product taxes, subject only to any disclosed condition-based adjustment
• ❌ NOT refunded (in standard returns):
  • Original shipping costs (if any were charged)
  • Return shipping costs (paid by customer)
  • Customs duties or import taxes paid directly to a carrier or government authority

In cases of our error (see Section 7), original shipping costs are also refunded.

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9. Exchanges

If you would prefer a different item, contact us before returning your order. Subject to availability, we may offer a replacement or store credit. If a direct replacement is not available, please:

1. Initiate a return for your original item following the process in Section 4
2. Place a new order for the desired item separately

This approach ensures the fastest delivery of your new item and allows you to use any current promotions or discounts on the new purchase.

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10. Order Cancellations

Before Dispatch

You may request to cancel your order before it has been dispatched by emailing [email protected] as soon as possible with your order number.

• If the order has not yet been processed, we will cancel it and issue a full refund (no restocking fee, no penalty)
• If the order has already entered fulfillment, cancellation may not be possible

After Dispatch

Once an order has shipped, it cannot be canceled. You may initiate a return after delivery under the standard return policy. Customer-paid return shipping applies to change-of-mind returns.

Refusing Delivery

We do not recommend refusing delivery as a way to cancel an order. Refused packages may be:

• Held by the carrier for an extended period
• Returned to us with delays of 4–8 weeks
• Subject to additional carrier fees

If a refused package is returned to us, it will be processed under the standard return conditions. Original shipping costs and carrier charges caused by the refusal are non-refundable.

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11. Refused Packages and Failed Deliveries

A package may be returned to us due to:

• Customer refusal
• Refusal to pay customs duties
• Incorrect or incomplete address provided at checkout
• Repeated failed delivery attempts (recipient unavailable)
• Carrier unable to access the delivery location

In any of these cases:

• We will email you when the returned package arrives at our facility
• You may choose to:
  • Have the package re-shipped (you will be charged for re-shipping costs based on current rates)
  • Receive a refund for the eligible product cost; original shipping costs, customs duties, and carrier charges caused by the failed delivery are non-refundable

If we do not hear from you within 30 days of our notification, the order will be considered abandoned and the items may be disposed of without further refund.

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12. Late or Missing Refunds

If you have not received your refund within 15 business days of our refund confirmation, please follow these steps:

1. Check Your Bank Account — Refunds may take time to post; check your account balance carefully, including pending transactions.
2. Contact Your Card Issuer or Payment Provider — For credit/debit cards: call the customer service number on the back of your card. For PayPal: check your PayPal transaction history. Refunds may take 3–10 business days (or longer) to officially post.
3. Contact Your Bank — Some banks have additional processing times before refunds appear on your statement.
4. Contact Us — If you've completed the steps above and still haven't received your refund, contact us at [email protected] with:
   • Your order number
   • The date of our refund confirmation email
   • A screenshot of your account statement showing the missing refund

We will investigate and provide proof of refund issuance from our payment processor.

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13. Contact Us

For all return-related inquiries, please contact:

Aura Mercantile LLC
1500 N Grant St Ste R
Denver, CO 80203
United States

📧 Email: [email protected]
🌐 Website: https://www.lotusritual.com

For fastest service, please use the subject line:

• "Return Request – Order #[your order number]" for return requests
• "Damaged Item – Order #[your order number]" for damaged or incorrect items
• "Refund Status – Order #[your order number]" for refund inquiries

We aim to respond to all return-related inquiries within 1–3 business days.

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Acknowledgment

By placing an order with Lotus Ritual, you acknowledge that you have read and understood this Returns & Exchanges Policy, including the 30-day request window, customer-paid shipping for change-of-mind returns, and the list of Final Sale items.

This Policy works in conjunction with our Terms and Conditions and Shipping & Delivery Policy. In the event of any inconsistency between this Policy and our Terms and Conditions, the Terms and Conditions shall prevail.

Last updated: August 11, 2026