Refund and Returns Policy
Last updated: 13 October 2026
Welcome to Lotus Bazar. We want every customer to receive fresh, good-quality groceries and reliable service.
This Refund and Returns Policy explains how we handle cancellations, damaged or incorrect products, missing items, and refund requests for orders placed through https://lotusbazar.co.uk.
1. Our Policy
We carefully prepare and pack orders to maintain product quality and food safety.
If an item arrives damaged, spoiled, incorrect, missing, or materially different from its description, please contact us as soon as possible so we can investigate and offer an appropriate resolution.
Nothing in this policy excludes or limits any consumer rights that cannot lawfully be excluded or limited under UK law.
2. Fresh Fish, Meat, and Perishable Groceries
Fresh fish, fresh meat, chilled foods, frozen foods, and other perishable groceries require special handling.
For food-safety reasons, we generally cannot accept ordinary change-of-mind returns of perishable products once they have been delivered, particularly where their safety, temperature, hygiene, or condition could be affected by returning them.
This does not affect your legal rights if a product is faulty, unsafe, spoiled, incorrectly supplied, or otherwise fails to meet the requirements of applicable law.
If a perishable item has a problem, please contact us promptly and keep the product appropriately stored while we review your request. Do not consume food that you believe is unsafe.
3. Damaged, Spoiled, or Incorrect Items
If you receive a damaged, spoiled, incorrect, or poor-quality item, please:
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Contact us as soon as reasonably possible after delivery.
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Provide your order number and details of the affected product.
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Where possible, provide clear photographs showing the product and its packaging.
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Follow our instructions regarding safe disposal, collection, or any other appropriate next step.
We will review the information and may offer a refund, replacement, redelivery, or another remedy appropriate to the circumstances and your legal rights.
Photographs can help us investigate, but they will not be an absolute requirement where it would be unreasonable to request them.
4. Missing Items and Order Errors
Please check your order after delivery.
If an item is missing, the wrong product has been supplied, or the delivered quantity differs from your order, contact us with your order number and the relevant details.
After reviewing the issue, we will arrange an appropriate resolution, which may include a refund for the affected item, a replacement, or redelivery where available.
5. Order Cancellations
If you need to cancel an order, contact us as soon as possible.
We will try to stop the order if it has not yet been prepared, dispatched, or handed over for delivery. Once an order has entered preparation or delivery, cancellation may no longer be possible for certain products.
Some distance-selling cancellation rights may not apply to goods that are liable to deteriorate or expire rapidly, including certain fresh food products. Other products and circumstances may be subject to different legal rules.
Nothing in this section removes any cancellation or refund rights you have under applicable law.
6. Refund Eligibility
We assess refund requests based on the circumstances, the product concerned, and applicable consumer law.
A refund or other remedy may be appropriate where:
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An item is damaged or spoiled on arrival.
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An item is incorrect or missing.
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A product does not match its description.
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An order has been cancelled and a refund is due.
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A payment has been taken incorrectly.
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Another circumstance gives you a legal right to a refund or other remedy.
For eligible non-perishable products, returns may be accepted where the item is unused, in its original condition, and returned with its packaging where appropriate. This does not restrict any statutory rights.
7. How to Request a Refund
To request a refund, contact us through the contact page at https://lotusbazar.co.uk.
Please provide:
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Your name.
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Your order number.
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The product or products concerned.
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A description of the problem.
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Photographs, if available and relevant.
We will review your request and contact you if further information is needed.
8. Refund Processing
Once we approve a refund, we will arrange it through the original payment method where possible.
The time it takes for the funds to appear in your account may depend on your bank, card issuer, payment provider, and the payment method used.
If we cannot refund the original payment method, we will contact you to discuss an appropriate alternative.
9. Delivery Charges
If an order or item qualifies for a refund, we will assess any associated delivery charges in accordance with applicable law and the circumstances of the order.
Where a refund is required by law, this policy will not be used to withhold amounts that you are legally entitled to receive.
10. Exchanges and Replacements
Where an item is damaged, spoiled, incorrect, or otherwise eligible for a remedy, we may offer a replacement or redelivery if the product is available and the proposed solution is appropriate.
For fresh and chilled goods, any replacement must be handled in a way that protects food safety.
11. Refunds for Promotional and Sale Items
Promotional and discounted products are subject to the same applicable legal protections as other products.
A sale price alone does not remove your rights if an item is faulty, incorrectly supplied, unsafe, or not as described.
12. Food Safety
Please refrigerate or freeze products as instructed on their packaging and follow all storage and use-by instructions.
If a product appears unsafe, do not eat it. Contact us promptly with your order details so we can assess the issue.
13. Contact Us
For refund, return, replacement, or order-related enquiries, please visit:
Website: https://lotusbazar.co.uk
Please include your order number so we can assist you more efficiently.