Lotando Return and Refund Policy

Last updated: February 1st, 2023

Thank you for shopping at Lotando.

If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns.

The following terms are applicable for any products that You purchased with Us.

Interpretation and Definitions


The words of which the initial letter is capitalized have meanings defined under the following conditions.
The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.


For the purposes of this Return and Refund Policy:

  • Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Lotando Jewelry Marketplace Srl, Barcelona, Spain.

  • Goods refer to the items offered for sale on the Service.

  • Orders mean a request by You to purchase Goods from Us.

  • Service refers to the Website.

  • Website refers to Lotando, accessible from https://lotando.com/

  • You means the individual consumer (private person) accessing or using the Service.

Your Order Cancellation Rights

You are entitled to cancel Your Order within 14 days after delivery.

The deadline for cancelling an Order is 14 days (336 hours) from the moment You received the Goods and have taken possession of the item delivered.

In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement.
You can inform us of your decision by visiting this page on our website: https://lotando.com/contact/

We will reimburse You no later than 14 days from the day on which the vendor receives the returned Goods.
We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.

Conditions for Returns

In order for the Goods to be eligible for a return, please make sure that:

  • The Goods were delivered in the last 14 days.
  • The Goods must be returned unworn, undamaged and unused, with all tags attached and the original packaging and documents included and in good condition.

The following Goods cannot be returned:

  • Goods made to Your specifications or clearly personalized.
  • Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery: earrings with piercing clasps.
  • Goods which are, after delivery, according to their nature, inseparably mixed with other items.
  • Goods which have been modified by You and do not satisfy the Return Quality Control.

Once the product is returned to the vendor, the vendor will check it meticulously (precious metal quality and polish, diamonds and gemstones quality, weight etc.) and Lotando will proceed to the refund only if the product is in perfect condition.

If anything (product and/or product components, documents, packaging) from the original package is missing, the return cannot be accepted and the refund will be refused.

We reserve the right to refuse returns of any Goods that does not meet the above return conditions in our sole discretion.

Only regular priced Goods may be refunded.
Unfortunately, Goods on sale or promotion cannot be refunded.
This exclusion may not apply to You if it is not permitted by applicable law.

Faulty items

If you receive an item in a damaged packaging, please refuse to sign and do not accept delivery to the shipping company at the moment of delivery.

Damaged packaging claim can only be used while in presence of the delivery person from the shipping company so, make sure the packaging is in perfect condition when You receive the item.

Any damaged packaging claim, once the delivery has been accepted, cannot be eligible to a return and a refund.

If You refuse to sign the receipt and You refuse the delivery based on a damaged packaging, the shipping company will return the item to the vendor and Lotando will refund you the whole amount of Your Order.

If you receive an item in a flawed or damaged condition, the deadline for contacting Us through our contact form at https://lotando.com/contact/ is one hour after the delivery has been accepted and the receipt has been signed.

Any claim based on a flawed or damage condition of the item, received by Us through our contact form at https://lotando.com/contact/, later than one hour after delivery cannot be eligible to a return and a refund.

Returning Goods

You are responsible for the cost and risk of returning the Goods to Us.
You should use the return label provided in the original box and You must use the same shipping method as the delivery of the product (for example : Insured shipment with DHL Express).

All return expenses, including new necessary packaging, insured shipping, any applicable taxes, fees, duties and any other related costs have to be paid in full by You directly to the shipping company before the order is returned.

We cannot be held responsible for Goods damaged or lost in return shipment.
Therefore, We request an insured and traceable mail service using the same shipping company as the original delivery.
We are unable to issue a refund without actual receipt by the vendor of the Goods and without the vendor being able to inspect the returned item condition and quality.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us at: https://lotando.com/contact/