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.