Returns & Refund Policy

We hope you’re completely satisfied with your LotaSquad purchase. However, if you need to request a return, please read the following policy carefully.

Change-of-mind returns

We offer a 30-day return period, beginning on the day you receive your order.

The LotaSquad WC47 is a personal hygiene product. For health and hygiene reasons, we cannot accept a change-of-mind return once its hygiene seal has been broken or removed.

To qualify for a change-of-mind return, the WC47 must:

• Be completely unused;

• Have its original hygiene seal intact and unbroken;

• Be returned with all components, accessories and instructions;

• Be in its original packaging and in a resaleable condition; and

• Be accompanied by proof of purchase.

Opening the external delivery packaging does not affect your right to return the product, provided the product’s hygiene seal remains intact.

Your statutory rights are not affected.

Starting a return

To request a return, contact us at hello@lotasquad.com within 30 days of receiving your order. Please include your order number and the reason for your return.

Returns must be authorised before being sent. Items returned without first contacting us may not be accepted.

Once your return has been approved, we will provide return instructions. Returns should be sent to:

LotaSquad Returns
Unit 19A
Carfin Industrial Estate
Motherwell
ML1 4UZ
United Kingdom

Please package the item securely. We recommend using a tracked postal service, as you remain responsible for the item until it is received by us.

For non-faulty change-of-mind returns, the customer is responsible for the return postage cost. Original delivery charges will be refunded where required by law, up to the cost of our standard delivery service.

Faulty, damaged or incorrect items

Please inspect your order as soon as it arrives. If your WC47 is faulty, damaged in transit or you have received the wrong item, contact us promptly at hello@lotasquad.com so that we can assess the issue and put it right.

Please provide:

• Your order number;

• A description of the problem; and

• Clear photographs or a short video showing the fault or damage, where reasonably possible.

We may provide reasonable troubleshooting instructions before arranging a return, as some issues can be resolved without returning the product.

Where an item is confirmed as faulty, damaged or incorrectly supplied, we will provide an appropriate remedy in accordance with your statutory rights. This may include a repair, replacement or refund. We will cover reasonable return postage costs for confirmed faulty, damaged or incorrect items.

The hygiene-seal restriction does not affect your legal rights where a product is faulty, damaged, not as described or otherwise not of satisfactory quality.

Damage caused by misuse, accidental damage, improper storage, failure to follow the supplied instructions or unauthorised modification is not considered a manufacturing fault.

Non-returnable items

We cannot accept:

• A WC47 that has been used where no genuine fault is present;

• A WC47 whose hygiene seal has been broken or removed, unless it is faulty;

• Items returned incomplete, damaged or altered by the customer;

• Gift cards; or

• Personalised or specially made products, except where faulty or otherwise required by law.

Sale or promotional items remain covered by your statutory rights. If a sale item is returned solely because you have changed your mind, it must meet the eligibility requirements set out above.

Exchanges

We do not offer direct change-of-mind exchanges. If your sealed and unused item qualifies for return, you may return it for a refund and place a separate order for the replacement product.

If the product is faulty, damaged or incorrect, please contact us before placing another order.

Cancelling an online order

You may cancel your order before it has been dispatched by contacting hello@lotasquad.com.

For eligible online purchases, you also have the right to notify us that you wish to cancel within 14 days of receiving the order and then return it within a further 14 days.

However, this cancellation right does not apply to sealed goods that are unsuitable for return for health or hygiene reasons once the hygiene seal has been broken after delivery. This does not limit your rights if the product is faulty.

Refunds

We will notify you once your return has been received and inspected and will confirm whether your refund has been approved.

Approved refunds will be issued to your original payment method. We will process the refund within 14 days of receiving the returned item, although your bank or card provider may take additional time to show the funds in your account.

For an eligible statutory cancellation, we will refund the product price and the cost of our standard delivery service. Any additional amount paid for an upgraded or express delivery service will not normally be refunded.

We may make a reasonable deduction from the refund where permitted by law if an item has been handled beyond what is necessary to establish its nature, characteristics and functionality. This does not override the hygiene-seal exclusion described above.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact hello@lotasquad.com.

Contact us

For any questions about returns or refunds, contact:

Email: hello@lotasquad.com
Returns address: Unit 19A, Carfin Industrial Estate, Motherwell, ML1 4UZ, United Kingdom

LotaSquad is a trading name of Carnivore Cartel Ltd.