Return policy

If you want to inform us of your return by letter, you can use this model form. An email to our customer service is also sufficient.

Return address:

Lotana BV
Business park Parwijskant
Slachterijstraat 3-i
2260 Westerlo (Belgium)

Sending and the cost of the return shipment is at the expense of the customer. You are free to choose your parcel service. Please note: returning a package from abroad to Belgium is more expensive than a domestic shipment.

From the terms and conditions:

7 Right of withdrawal

7.1 General

7.1.1 If the Customer is qualified as a consumer, he has a right of withdrawal with regard to the Products purchased through the Webshop. Pursuant to (Boek VI Marktpraktijken & Consumentenbescherming van het Wetboek Economisch Recht) Book VI Market Practices & Consumer Protection of the Code of Economic Law, the Customer has the right to withdraw from the order within 14 calendar days without giving reasons. The withdrawal period expires 14 calendar days after the day on which the Customer or a third party designated by the Customer, who is not the carrier, takes physical possession of the good.

7.1.2 If the Customer is no consumer, he will under no circumstances have a right of withdrawal and the present provisions in connection with the right of withdrawal do not apply.

7.2 Exercise of the right of withdrawal

7.2.1 To exercise the right of withdrawal, the Customer must inform LOTANA of his decision to cancel the order by means of an unambiguous statement by e-mail ( The Customer can also use the model withdrawal form for this, but is not obliged to do so. To meet the withdrawal period, it is sufficient for the Customer to send his communication regarding the exercise of the right of withdrawal before the withdrawal period has expired.

7.3 Consequences of exercising the right of withdrawal

7.3.1 If the Customer revokes his order, the Customer will receive back from LOTANA all payments he has made at that time, including delivery costs without delay and in any case no later than 14 calendar days after LOTANA has been informed of the decision of the Customer to cancel the order, on the understanding that LOTANA will only issue a refund when (i) it has actually received the returned Products from the Customer or (ii) the Customer has demonstrated that he has returned the Products.

7.3.2 LOTANA will then pay the Customer back with the same payment method as with which the Customer carried out the original transaction, unless the Customer has explicitly agreed otherwise.

7.3.3 In any case, the Client will not be charged for the reimbursement. LOTANA may withhold the refund until it has received the Products back or until the Customer has demonstrated that he has returned the Products, whichever is the earliest.

7.3.4 The Customer must return or return the Products to LOTANA immediately, but in any case no later than 14 calendar days after the day on which he has notified LOTANA of his decision to cancel the order. LOTANA. The Customer is on time if he returns the Products before the period of 14 calendar days has expired. The costs of returning the Products, as well as the other related costs (such as but not limited to customs costs, taxes, VAT and storage costs) are for the account of the Customer, unless otherwise agreed.

7.4 Reimbursement of delivery costs

7.4.1 In case of partial withdrawal, LOTANA is not obliged to refund any delivery costs.

7.5 Commissioning / packaging

7.5.1 The returned Product may not have been taken into use and must be in the same condition as at the time of delivery. The Customer is liable for the depreciation of the Products resulting from the use of the Products, which goes beyond what is necessary to determine the nature and characteristics of the Products as he can do in the store. LOTANA reserves the right to deduct this depreciation from the refund to the Customer. In any case, return is only accepted if the Products are clean and undamaged. A depreciation is therefore applied for the following situations, without this list being exhaustive:

-Products from which the packaging, protective film or seal has been removed;

-Products for which accessories or parts are missing;

-Products with an odor foreign to LOTANA's store (e.g. cigarette odor, pet odor, etc.);

-Dirty, damaged or incomplete Products.

7.5.2 In addition, the Product must be returned in its original packaging and including all accessories supplied with the Product, without the Customer however having the right to remove the price card or other labels (thus allowing LOTANA, even after withdrawal, resell the Product to a third party).