Refund policy
Last updated: 11 July 2026
We hope you are happy with your purchase from Blue Lotus. If you change your mind or experience a problem with your order, please review the policy below.
This policy applies to UK consumer orders placed through our website. Nothing in this policy affects your statutory rights.
CHANGE-OF-MIND RETURNS
If you change your mind about an eligible purchase, you must notify us of your decision to cancel within 14 days of receiving your order.
Once you have notified us, you must return the eligible goods within a further 14 days.
To be eligible for a change-of-mind return, products must be:
- Unopened and unused;
- In their original sealed packaging;
- In a resalable condition; and
- Returned with all original packaging supplied with the product.
Please contact us before returning any item so that we can provide you with the correct return instructions and return address.
OPENED OR UNSEALED PRODUCTS
For health, safety and hygiene reasons, oils and other sealed products that are not suitable for return once opened cannot be accepted for change-of-mind returns after their protective seal or packaging has been opened, broken or otherwise compromised.
Please inspect the exterior of your product before opening it. If you believe that an item is damaged, faulty, incorrect or not as described, please contact us before using or disposing of it.
This restriction does not affect your statutory rights in relation to products that are faulty, damaged, incorrect, not as described or otherwise do not conform to the contract.
RETURN POSTAGE COSTS
For change-of-mind returns, the customer is responsible for arranging and paying the direct cost of returning the goods to us.
Return postage costs are non-refundable except where required by law.
We strongly recommend using a tracked and appropriately insured postal service and retaining proof of postage. You are responsible for ensuring that the returned goods are packaged securely and returned in accordance with the instructions we provide.
Where goods are faulty, damaged, incorrect or otherwise do not conform to your statutory rights, we will cover reasonable return costs where required by law.
We do not accept returns sent on a cash-on-delivery, postage-due or similar basis.
FAULTY, DAMAGED OR INCORRECT ITEMS
If your order arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible.
To help us investigate and resolve the issue, we may ask you to provide:
- Your order number;
- A description of the issue;
- Clear photographs of the product and packaging; and
- Any other information reasonably required to assess the problem.
Please do not dispose of the product or its packaging until we have confirmed that they are no longer required.
Where a product does not conform to your statutory rights, we will provide the appropriate remedy in accordance with applicable UK consumer law. Depending on the circumstances, this may include a refund, repair, replacement or other remedy.
REFUNDS
Once your return has been received, we will inspect it and confirm whether it meets the applicable return requirements.
Where a refund is due, it will be issued to your original payment method within the timeframe required by law.
For eligible cancellations, we will refund the price paid for the returned goods and the cost of our standard delivery option where required by law. If you selected a more expensive or enhanced delivery service, any additional amount paid above the cost of our standard delivery option will not be refunded unless required by law.
We may withhold reimbursement until we have received the returned goods or you have supplied evidence that the goods have been returned, whichever occurs first, where permitted by law.
Please note that your bank or payment provider may require additional time to process the refund after it has been issued.
NON-RETURNABLE ITEMS
Unless the goods are faulty, damaged, incorrect, not as described or otherwise covered by your statutory rights, we cannot accept change-of-mind returns of:
- Sealed products that are not suitable for return for health protection or hygiene reasons once opened or unsealed;
- Products that have been used;
- Products with a broken, removed or compromised protective seal where the applicable legal exemption applies;
- Products that have been damaged after delivery through misuse, improper handling or failure to follow relevant instructions; or
- Any other goods excluded from cancellation rights under applicable law.
CANCELLING AN ORDER BEFORE DISPATCH
If you wish to cancel or amend an order before it has been dispatched, please contact us as soon as possible.
We will make reasonable efforts to accommodate your request, but we cannot guarantee that an order can be cancelled or amended once processing has begun.
If your order has already been dispatched, the applicable cancellation and returns provisions set out in this policy will apply.
REFUSED, UNDELIVERABLE OR UNCOLLECTED ORDERS
If an order is returned to us because:
- Delivery was refused;
- An incorrect or incomplete delivery address was provided; or
- The parcel was not collected from the carrier within the required timeframe,
we may deduct reasonable return or redelivery costs from any refund where permitted by law.
This does not affect your rights where a delivery failure was caused by us or our delivery provider.
HOW TO REQUEST A RETURN
To request a return, cancel an eligible order or report a problem with your purchase, please contact us using the contact details provided on our website.
Please include your order number and the reason for your request so that our team can assist you efficiently.
Do not return any product without first contacting us and receiving the appropriate return instructions.
YOUR STATUTORY RIGHTS
Nothing in this Returns & Refunds Policy excludes, restricts or limits any rights or remedies available to you under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.