Return Policy

All Sales Are Final: All purchases are final. We do not accept returns or exchanges for a simple change of mind.

Defective or Damaged Items: If you receive a defective or damaged product, please contact our Customer Service Team at cs@lador.us within 7 days of receipt. To process your request, you must include the following three supporting photos:

• A photo of the product as a whole.
• A photo of the expiration date and LOT code (found on the bottom of the product).
• A photo of the packaging and shipping label (ensuring the tracking number is clearly visible).

Refund Process: Refunds are only issued once the item is confirmed to be defective or damaged. All approved refunds will be issued back to your original payment method.

Third-Party Purchases: If your purchase was made through a third-party retailer (online marketplaces, select shops, etc.), please contact them directly for assistance.

Refund Policy

• Damaged & Wrong Items: Any issues with damaged or incorrect items must be reported to our Customer Service team within 14 days of receiving your order. Requests made after this period may not be accepted.
  Please inspect your order upon arrival and contact our Customer Service Team with detailed pictures of the damaged or incorrect product. We will evaluate the issue and assist you if there is damage or a defect.
• FREE Gift Eligibility Policy: Free gifts are available for orders that meet a minimum order amount in USD, calculated after discounts but before shipping fees, taxes, or additional charges.
  If an extra discount is applied at checkout, causing the order total to drop below the required amount, the free gift may be automatically removed. Please kindly note that this change might not be immediately visible on the checkout page or in your order confirmation.
  We are unable to offer reships or refunds for changes in free gift eligibility due to discounts. However, if your order qualifies for a free gift but it is missing due to a packaging error or inventory issue, we will issue a coupon for your next purchase as compensation.
• Lost Packages: LADOR does not provide compensation for lost shipments.
  However, if the delivery service company acknowledges a delivery mistake, compensation may be offered. Clear evidence must be provided, and the delivery service company must recognize the error. False claims regarding the delivery status may lead to action being taken.
• Stolen Packages: Once a package is correctly delivered, LADOR and the delivery service are not responsible for any theft.
• Incorrect Delivery Information / Inability to Contact the Recipient: If your package cannot be delivered due to an incorrect or incomplete address, or if the delivery service cannot contact the recipient, no reshipment or refund will be issued. We highly recommend providing complete and accurate shipping information (phone number, email, name, building, room, entrance code, etc.) and monitoring your phone and email to avoid missing calls from the delivery service.
  

   

  If you experience any issues with your delivery, please reach out to our Customer Service Team(cs@lador.us) as soon as possible.

  As we operate in a different time zone, it may take a little time to coordinate with local delivery providers. In the meantime, we strongly recommend that you also reach out to your local delivery service directly using the contact information below:

  • Custom Tax Payment Refusal: Customers are fully responsible for any customs-related issues, including customs taxes, import taxes, and other associated fees. This includes customs fees, handling service fees, administrative fees, and warehousing fees. As customs policies vary by country, customers should contact their local customs office for more details. LADOR will not provide refunds for any customs-related issues.

   

  • Shipping Delays: According to our Shipping Policy, delivery may be delayed or interrupted due to circumstances beyond our control, such as inclement weather, service disruptions, customs duties, local customs inspections, etc. LADOR is not responsible for delays and will not issue refunds for shipping fees or the order total in such cases.

   

  • Price Adjustments During Promotions: LADOR occasionally offers promotions or sales, which may affect the pricing of our products. Please note that the price of an order placed before & after a promotion cannot be adjusted or compensated based on the promotion.

   

  • Hazardous Goods: Each country has its policies regarding hazardous materials. LADOR is not responsible for informing customers about these policies. We recommend contacting your local customs office to determine if the product you are purchasing is classified as hazardous.

   

  • Termination of Agreements and Refunds Policy: Both the Client and we have the right to terminate any Services Agreement for any reason, including the ending of services that are already underway. No refunds shall be offered, where a Service is deemed to have begun and is, for all intents and purposes, underway. Any monies that have been paid to us that constitute payment in respect to the provision of unused Services shall be refunded. Refunds, if any, are at the sole discretion of the Company and are limited to the amount of the order under dispute. By default, refunds will be made to the same payment instrument used for Service unless otherwise specified by the Client. Refunds will be credited within 1-7 business days and are dependent on the bank/card.

   

  • Force Majeure: Neither party shall be liable to the other for any failure to perform any obligation under any Agreement which is due to an event beyond the control of such party including but not limited to any Act of God, terrorism, war, political insurgence, riot, civil unrest, act of civil or military authority, uprising, earthquake, flood or any other natural or man-made eventuality outside of our control, which causes the termination of an agreement or contract entered into, nor which could have been reasonably foreseen. Any Party affected by such event shall forthwith inform the other Party of the same and shall use all reasonable endeavors to comply with the terms and conditions of any Agreement contained herein.