Returns & Exchange

A 14-day return and exchange policy applies with the original receipt. Personal-use cosmetics, medicines requiring specific storage, and altered products are non-returnable.

For website and app orders, your order page in your account is your receipt. Show it in a branch or quote the order reference.

• Bring the item and your receipt to any Lotus branch, or
• Call the hotline 16310, or message a pharmacist on WhatsApp, and we will arrange it with the branch that served you.

The pharmacist confirms how your money comes back on the same channel. Most delivery orders are paid on delivery, so a cancelled or refused order usually means nothing was collected in the first place.