Refund policy
1. The full-cycle guarantee
Use it through a whole cycle. If it is not the fresh start you hoped for, tell us and we will make it right.
Here is what that means in practice. Email within 60 days of delivery with your order number and what happened. We start with the easy fixes, which is usually a swap to the other format or a replacement. If it still is not right for you, we refund what you paid for that order.
We do not ask you to mail anything back. Period underwear you have worn and a wash you have opened belong with you, not in a return parcel.
One claim per customer, on your first order with us.
2. Change of mind
Outside the guarantee above, purchases are final. Our sheets and pods are single-use consumables and cannot be resold once they have shipped, so we do not take returns or issue cash refunds because you changed your mind or ordered the format you did not want.
If it is the format, write to us anyway. Sheets and pods cost the same and swapping you across is usually the whole fix.
3. Damaged, defective, or the wrong item
If your order arrives damaged, leaking, defective, or materially different from what you ordered, email within 7 calendar days of delivery with:
- your order number
- a clear photo or a short video of the problem
- the shipping label
Once we have confirmed it, we replace the affected units with the same product and quantity at no cost to you, or give you store credit for their value if you would rather have that. You can keep or discard the items. We do not need them back.
Wrong item or wrong quantity in the box? Same seven days, same address, and we ship the right thing at no additional cost.
4. Cancelling an order
Before your order reads Fulfilled you can cancel it for a full refund. Email us, or use the cancel button in your account. Once it reads Fulfilled the parcel is on its way, and sections 1 and 3 are what cover you from there.
5. Subscriptions
Pause or cancel at any time, through the customer portal link in each subscription email or from your LotusVida account page. Our subscriptions run on Seal Subscriptions.
Pausing or cancelling stops your next renewal. If you cancel partway through a plan, any parcels you have paid for that we have not yet shipped are refunded in full, automatically. Anything already shipped is yours to keep.
6. What this policy does not cover
Outside the guarantee in section 1 and the cover in section 3, these are not refundable:
- gift cards, digital or physical, once delivered
- promotional bundles, except where a specific offer says otherwise in writing
7. If you are in the European Union or the United Kingdom
We currently ship to the United States and Canada. If we ship an order to an address in the European Union or the United Kingdom, you may cancel the contract within 14 days of delivery for any reason, provided that:
- the goods are unopened and sealed. For hygiene reasons the right of withdrawal lapses once the seal is broken (Directive 2011/83/EU, Article 16(e));
- you notify us in writing before the 14 days are up. Email is fine;
- you cover the cost of return shipping.
When the unopened goods reach us we refund the product price, plus the least expensive outbound shipping option we offered, within 14 days, to your original payment method, unless you ask for store credit instead.
8. Governing law
This policy is governed by the laws of the State of Delaware and applicable United States federal law. Mandatory consumer-protection laws of your country, state or province of residence still apply and prevail where they conflict.