Refund and Returns Policy

Overview

Returns and Exchange Policy for LOFT-E® Product

At LOFT-E®, we want to ensure your satisfaction with our products. If you receive a damaged or defective item, we will do our best to resolve the issue promptly. Please review our Returns and Exchange Policy below:

1. Damaged or Defective Products:

  • If you receive a damaged or defective product, please contact our customer service team within 14 days of delivery (you then have a further 14 days to send the products back to our address).
  • We will require photographic evidence or a detailed description of the damage or defect to process your claim.
  • Upon verification, we will provide you with two options: (a) a replacement product at no additional cost to you, or (b) refund the amount of the faulty goods.

2. Returns for Other Reasons:

  • Returns for reasons other than damage or defects are accepted within 14 days of delivery (you then have a further 14 days to send the products back to our address).
  • If you wish to return a product for a reason other than damage or defects, you may do so within the specified time frame.
  • However, returns for reasons other than damage or defects will be refunded as store credit for the value of the returned product.

3. Exchange Process:

  • We do not offer direct exchanges for reasons other than damage or defects.
  • If you wish to exchange a product for a different item, you must initiate a return (as per section 2) and then use the store credit issued to place a new order for the desired item.

4. Condition of Return:

  • For damaged or defective products, please ensure the item is in its original packaging, unless otherwise instructed by our customer service team.
  • We reserve the right to refuse returns if the product shows signs of misuse, intentional damage, or improper handling.

5. Contacting Customer Service:

  • For all inquiries or concerns regarding returns and exchanges, please contact our customer service team at 0800 8101009.
  • Our customer service representatives are available from 9 am – 5 pm, Monday to Friday, to assist you.