Return & Refund Policy

At Lotaotao Crafts, every product is made to your specifications and inspected before shipment. We stand behind our manufacturing quality and are committed to resolving any issues that arise.

If products arrive with manufacturing defects — such as incorrect dimensions, wrong materials, poor finishing, or faulty hardware — we will replace the affected items or issue a refund for the affected portion of the order. Claims must be submitted within 14 days of delivery with clear photos or videos documenting the issue.

If the quantity, color, finish, logo placement, or packaging differs from the approved sample or confirmed order specifications, please notify us within 7 days of receipt. We will investigate and provide a resolution — either a partial refund, replacement, or credit toward a future order.

If products are damaged during transit, please document the damage with photos of the outer carton and affected products immediately upon delivery. Depending on the shipping terms (FOB, CIF, DDP), we will either file a claim with the carrier on your behalf or guide you through the process. For DDP shipments, Lotaotao Crafts takes full responsibility for in-transit damage.

Before bulk production begins, we produce a pre-production sample for your approval. This sample represents the final product specifications — material, dimensions, finish, logo placement, and packaging. Bulk production only starts after you confirm the sample in writing. This ensures the final products match your expectations.

Approved refunds are processed within 14 business days via the original payment method (T/T bank transfer). The refund amount will be calculated based on the affected portion of the order. We do not refund shipping costs for FOB or CIF orders unless the issue was caused by our error.

To submit a return or refund claim:

• Email us at sales@lotaotaocrafts.com
• Include your order reference, a description of the issue, and clear photos or videos
• We will acknowledge your claim within 1 business day and provide a resolution within 5 business days