Refund policy

Lactelle hopes that you are satisfied when you receive your order. However, we understand that some orders may need to be returned or exchanged (Please note the Special Restrictions section for return exclusions). If this is the case, you have 30 days after receiving your purchase to return the product(s) and request a refund. We have streamlined our return process to better facilitate refunds or exchanges. Refunds or exchanges will be processed according to the guidelines below.

Disclaimer

Address or Customer Error:
If a package is returned intact to Lactelle due to address error (or any other error) made by the customer, the customer will be responsible for any shipping fees incurred. A refund will be issued for the merchandise only. Please ensure that you enter the correct shipping address at checkout. We cannot change the shipping address once the order is placed. If a package is returned due to an error in the address provided, or if it is marked “refused,” “unclaimed,” or “undeliverable,” and you would like it reshipped, a reshipping fee will apply.

Violation of Laws:
If a package is returned to Lactelle due to violations of a country's laws, the customer will be responsible for all related fees (e.g., quarantine, warehousing, or shipping). A refund will be issued minus shipping costs.

Customer Refusal:
If a package is refused due to additional fees (e.g., taxes or duties), Lactelle will issue a refund minus the freight and taxes after receiving and inspecting the returned goods. The customer is responsible for all incurred shipping fees.

Custom Seizure:
If a package is seized by customs or abandoned by the carrier, the customer will not receive credit for the order. If Lactelle receives the returned package intact, a refund will be issued for the product only, minus shipping fees and taxes.

Lost Packages:
Lost packages must be reported to Lactelle within 30 days of shipment confirmation. Lactelle cannot be held liable for refunds or replacements beyond this period. If the return shipping cost exceeds the value of the goods ordered, Lactelle will instruct the carrier to abandon the package. In this case, no refund will be issued, but the customer will not be liable for return shipping costs.

Destroyed or Unreturned Packages:
If a package is destroyed by customs or the carrier, or if it is otherwise not returned to Lactelle, we cannot issue a refund.

Duties or Taxes:
Any duties or taxes are the customer's responsibility.

Product Defect, Damage, or Wrong Shipment

You may be eligible for a full refund, including shipping fees, if the item is confirmed to be defective, damaged, or incorrect.

  1. Contact us as soon as possible after delivery at support@lactelle.com.
  2. Attach pictures of the item for immediate assistance.
  3. To ensure proper claim processing, include the completed RMA form with your return.

Upon inspection:

  • If the item is confirmed defective or incorrect, we will ship a replacement free of charge.
  • If the exact replacement is unavailable, a full refund will be processed to the original payment method.

Undelivered, Unclaimed, Refused, or Returned Packages

  • Shipping costs are non-refundable for undelivered, unclaimed, refused, or returned packages, unless the error was caused by Lactelle.
  • For “free shipping” orders, the shipping cost will be deducted from the refund.
  • Any shipping cost you incur to return products will not be refunded unless it is a company error.

Special Restrictions

You may return unopened merchandise in its original condition, including packaging and the packing slip, within 30 days of receipt. You will receive a full refund minus shipping charges, unless we made an error.

Non-returnable items:

  • Opened or used items (unless defective or damaged) cannot be returned.
  • Items must be unaltered, unworn, undamaged, and include all tags and original packaging.

Return Process

Step 1:
Within 30 days of receiving your order, email support@lactelle.com to explain your reason for return/exchange and request a Return Authorization (RA) number.

  • Returns without an RA number will not be accepted. Lactelle reserves the right to refuse unauthorized returns.

Step 2:
Prepare the items securely in their original packaging, including the original order invoice and completed return details.

Step 3:
Ship the product using an insured or traceable shipping method to the return address provided after your RA request. Email the tracking number to us.

Upon receipt, your returned items will be inspected, and refunds will be processed within 7 business days back to the original payment method.

Refunds

After verifying the return:

  1. We will notify you via email upon receipt of the returned item.
  2. If approved, your refund will be processed to the original payment method within 7 business days.

Late or Missing Refunds:

  • If you have not received your refund:
    1. Check your bank account.
    2. Contact your credit card company (it may take time to officially post).
    3. Contact your bank, as processing delays can occur.
      If you still have issues, contact us at support@lactelle.com.

Exchanges

We only replace items if they are defective or damaged. To request an exchange for the same product, email us at support@lactelle.com.

Gifts

If an item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the return amount. Once the returned product is received, a gift certificate will be issued.
If the item was not marked as a gift, or the order was sent to the gift giver, the refund will be issued to the gift giver.

Return Address

(Only after receiving confirmation):
Fast Prep USA
6500 NW 21st Ave, Bay 9
Fort Lauderdale, FL, 33309 USA

Note: Customers are responsible for return shipping costs. Depending on your location, delivery times for exchanged products may vary.

We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned items.

For any assistance, please contact us at support@lactelle.com.