Returns and Refunds Policy | Luxury Loft Co.
Luxury Loft Co.'s Returns and Refunds Policy are updated on a regular basis to ensure they are in line with the latest Consumer Contract Regulations that have replaced the Distance Selling Regulations.
This does not affect your statutory rights.
Please take a moment to review our Returns & Refunds Policy detailed below for important information on how Returns and Refunds work at Luxury Loft Co.
While we guarantee our best efforts to describe each object as accurately as possible, all descriptions, specifications, images and particulars of weights, dimensions and materials have been given by way of identification only and the use of such information shall not constitute a sale by description.
Delivery timeframes provided are approximate and are estimates only. While we endeavor to meet our estimated delivery dates, occasionally, due to unforeseen factors, delays in delivery occur. Luxury Loft Co. will not be held responsible for any delay or failure to deliver products within the estimated timeframes if it is wholly or partly caused by circumstances which do not lie within our control.
SECTIONS OF THIS POLICY
What Is Your Returns Policy?
How Do I Make A Return?
What Items Can Be Returned?
What Items Are Not Returnable or Refundable?
Change of Mind Returns & Cancelled Orders
Items Requiring Assembly
Items With Variations or of a Handmade Nature
Bespoke, Custom Made, Made To Order, & Personalised Items
My Item Has Arrived and It Is The Wrong Item
Damaged or Faulty Goods
Consumer Rights - Damaged & Faulty Goods
Can Luxury Loft Co. Collect My Return From Me?
Returns Costs, Fees, & Charges
When And How Will I Receive My Refund?
How Will I Know If My Refund Is Successful?
Returns for Orders Using PayPal, Credit or Debit Card
Returns for Orders Using Gift Card or Store Credit
Returns for Orders Using Clearpay, Klarna, or Laybuy
Returning an Item From An Order On Which A Discount Was Used or Applied
My Question Has Not Been Answered
The Furniture Ombudsman
WHAT IS YOUR RETURNS POLICY?
We hope that you love your purchase, but we do understand that sometimes things just aren't quite right.
In compliance with the Consumer Contracts Regulations, we offer a cooling off period of 14 days during which time you can return your order directly to us, subject to the exclusions outlined. The 14 day period starts the moment you place your order and is active up to the earliest of the date the product is delivered to you or the date the first delivery attempt was made.
During the cooling off period, you may unpack the item to see if it is to your liking. You may also try it, similar to the way you would in a physical store, as long as you do not put it to actual use. As soon as you put the article to use, the cooling off period ends.
While we offer free delivery on eligible orders and reduced delivery costs for all other orders by absorbing most of the cost ourselves, our competitive pricing means we cannot offer free returns except in the event that your order arrives in a faulty or damaged condition.
HOW DO I MAKE A RETURN?
If you would like to return an item from your order, please submit a returns request by clicking on the link: MAKE A RETURN
Please take the time to review our Returns & Refunds Policy before submitting your Returns Request to ensure your return is accepted and reduce any delay in receiving your refund.
When making your Returns Request, you will be provided with a range of return options. Once you have chosen your desired option and provided the required information, please wait for our team to review and approve your Returns Request. Upon approval, further instructions will be provided to you. Your Return is unlikely to be accepted if you do not wait for further instructions or fail to follow the instructions provided.
All item(s) being returned must be fully tracked and insured to the full value of the retail price of the good(s) at the time of the return being made. Tracking information and confirmation of your return must be shared with us to ensure your return does not get lost and avoid delays in refunding you. All items must be packaged securely in their original packaging and must include the returns label (shared with you once your return has been approved) and any other appropriate labels where and when required such as: Fragile, Oversized Item, Glass, etc.
WHAT ITEMS CAN BE RETURNED?
All items to be returned must be unused, free from defects, returned in their original packaging and be in a brand-new and re-sellable condition and follow the requirements listed below.
All Returns Must Be:
- Unused, unaltered, with no damage or signs of use outside of the listed item condition or how it was received.
- Have no signs of assembly or of being unassembled.
- Returned with original product packaging: boxes, UPCs, bags or any items used to wrap and protect the item unless explicit permission for alternate packaging has been granted
- Sure to include all items that were included in the original package, such as cords, cables, remote controls, manuals, warranty, etc.
- With the original tags, labels, and/or any accompanying materials that were originally included.
Luxury Loft Co. reserves the right to hold the customer liable for loss of value of the returned item and grant a partial refund deducting for the loss of value if the return received contradicts the requirements for returns listed above and elsewhere in this policy and in our Terms and Conditions, if the item is returned in a different condition from which it was received, or if the item is not packaged securely to prevent damage in shipment.
This does not affect your statutory rights.
WHAT ITEMS ARE NOT RETURNABLE OR REFUNDABLE?
The following items can not be returned unless they are faulty, damaged, missing or otherwise not in accordance with specification:
- Made-To-Order and Bespoke items. These items are often one-of-a-kind or made to your specifications.
- Made to Measure Furniture and Accessories. These products are made to your specifications.
- Personalised Items
- Handmade Items
- Items Requiring Assembly
For health and hygiene reasons we are unable to offer refunds or exchanges on the following items unless they are returned unused and in their original packaging:
- Mattress Toppers
- Mattress and Bedding protectors
- Duvets and Duvet covers
- Pillows and Pillowcases
- Throws & Blankets
In addition to the exclusions listed above, please make sure you refer to the sections titled Items Requiring Assembly, Items With Variations of a Handmade Nature, and Bespoke, Custom Made, Made To Order, & Personalised Items for guidance on returns and refunds for orders containing items of this nature as other exclusions may apply.
This does not affect your statutory rights in respect of faulty, damaged or missing items or goods.
ITEMS REQUIRING ASSEMBLY
We are unable to accept the return of items that have been opened, assembled, modified, used or damaged, in any form, from the date of their delivery as these are deemed to be fully accepted by the customer.
Please ensure you carefully refer to the dimensions of the item(s) and of the space you intend for the items to be placed in at the time of placing your order.
When you receive items that need assembly, prior to installing, it is necessary that you carefully examine the specifications and instructions for assembly and any parts specified to confirm that you have all of the relevant parts and that you are able to fit the item in strict compliance with the manufacturer's instructions.
We strongly advise that you keep hold of the original packaging and all other materials included with the item before commencing with assembly.
Products that have been fitted incorrectly will not be refundable nor will Luxury Loft Co. take responsibility for any consequences that may arise from the incorrect fitting of items. Luxury Loft Co. firmly advises that you utilise only certified and experienced joiners and electricians to install your items.
If the item(s) returned show signs of incorrect assembly which in turn caused the fault / damage then the item may be returned back to the customer and a return / exchange will be refused – all charges will be at the customer’s expense.
This does not affect your statutory rights.
In compliance with the Consumer Contracts Regulations, a cooling off period of 14 days applies during which time you can return your order directly to us, subject to the exclusions outlined. The 14 day period starts the moment you place your order and is active up to 14 days from the earliest of the date the product is delivered to you or the date the first delivery attempt was made.
During the cooling off period, you may unpack the item to see if it is to your liking. You may also try it, similar to the way you would in a physical store, as long as you do not put it to actual use or act in a manner that acts to reduce the value of the item. As soon as you do either of these, the cooling off period ends automatically.
We highly recommend contacting the manufacturer directly to utilise any guarantees or warranties for items that are deemed to be accepted or have been used and would not be covered under our returns policy.
We highly recommend contacting the manufacturer directly to utilise any guarantees or warranties on items requiring assembly to take advantage of the additional resolutions provided irregardless of acceptance or use of the item.
ITEMS WITH VARIATIONS OR OF A HANDMADE NATURE
Items that are considered to be reproductions or antique in nature, are handmade / handcrafted / handwoven / handpainted, or made from solid wood and other similar natural materials are likely to have natural variations present (for example - size, colour, knots and patterns). Variation in size, colour, finish, texture, natural grain pattern, knots, movement of timber, etc are an integral part of the way these products are naturally made and promoted. These items are normally not refundable as any variations are not defects but natural occurrences.
We strongly recommend that you have made yourself fully aware about the nature of our offered hand-made or natural material products to avoid any disenchantment at a later stage.
The below attributes are considered as part and parcel of our products with variations. This is not an exhaustive list.
- Different shades of wood or finish.
- Slight design difference from picture – example the carving is not exactly the same as the published picture.
- Small filler marks – as long as the extent of filler does not cover a high percentage of the piece.
- Dimension differences – within acceptable levels. This applies to positioning of shelf or product height etc and not just overall dimensions.
- Two pieces not being exactly the same – we already state that if a customer wants to ensure exactly matching pieces they must order ‘bespoke’ products
- Fabric orientation – where the pictures on fabrics are not in exactly the same locations as on the photographs
- Fabric colour different to picture – down to the difficulty in colour rendition of various computers
- Gap around the drawers and doors to give room for change in temperature.
- In Painted and screen printed items, a minor off-touch as the entire process is manually done and is not machine generated and variations do happen due to wood surface or otherwise.
BESPOKE, CUSTOM MADE, MADE TO ORDER, & PERSONALISED ITEMS
Made-To-Order, Handmade, Bespoke and Personalised items are not returnable nor refundable as they have been commissioned by Luxury Loft Co to be made for your order and are not subject to the Consumer Contracts Regulations.
In this instance, return and cancellation requests are at the discretion of Luxury Loft Co. and we may have to pass on any reasonable costs borne by the company - this can be up to 40% of your total order value. All dimensions are approximate and shapes and colours may vary slightly from the images displayed on our website.
This does not affect your statutory rights.
If your item has been delivered in damaged condition or is faulty, this must be communicated to Luxury Loft Co. within 48 hours of the order being received. After this time period, the damage or fault is considered to have occurred after the delivery event.
DAMAGED OR FAULTY GOODS
Every item is carefully packaged and quality checked before despatch but we understand that damage may occur during delivery. Please inspect the item as soon as it is delivered to you and let us know of any noticed damage and / or imperfections within 48 hours of your order being delivered to you. After 48 hours has passed, we are unable to process your return or refund request.
If the item is damaged upon delivery, the item can be returned and refunded if the damage has been communicated to Luxury Loft Co. within 48 hours of the order being received. After this time period, the damage is considered to have occurred after the delivery event and Luxury Loft Co. may not be able to accept your return.
Luxury Loft Co. will cover the full expenses of the return if you have noticed a defect or fault on your item/s, and contacted us within 48 hours by email. We will work with you to resolve any issues as quickly as possible and in line with the Consumer Contract Regulations. We will ask you to email a photograph of the damage, including the packaging if possible. Please note that failure to provide the correct and requested information and images means that we will not be able to investigate the issue further and you will be responsible for the full costs of the return if accepted.
Damaged items are not subject to fees related to returning an item as Luxury Loft Co. will bear the full cost in this scenario. Depending on the extent of the damage, you may be requested to dispose of the item instead of returning it to Luxury Loft Co.
This does not affect your statutory rights.
CONSUMER RIGHTS - DAMAGED & FAULTY GOODS
The Consumer Rights Act gives you a clear early right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described as long as you do this within 30 days from the date you take ownership of your product. Please raise a Returns Request here and select the option for returning damaged or faulty goods.
If you are outside the 30 day right to reject, under the Consumer Rights Act, a refund will not be able to be claimed if the item is faulty. Luxury Loft Co. will repair or replace any goods which are of unsatisfactory quality, unfit for purpose or not as described with the most reasonable repair or replacement option. We will request images of any damage or fault reported and inspect the item to assess whether the item should be repaired or replaced under the Consumer Rights Act.
Luxury Loft Co. may choose to offer a partial refund if the first attempt at a repair or replacement is unsuccessful.
We highly recommend contacting the manufacturer directly to utilise any guarantees or warranties on items purchased as you may find these to offer resolutions more generous than those provided by your statutory rights or our Returns & Refunds Policy, especially for items outside of the 30 day right to reject, goods that are deemed to have been accepted or put to use, and circumstances in which a full replacement or full refund is sought.
CHANGE OF MIND RETURNS & CANCELLATIONS OF ORDERS
You have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations, are explained in more detail below:
You have 14 days after the day you (or someone you nominate at the time of placing your order) receives the products to change your mind.
To meet this Change of Mind cancellation deadline, you must notify us by written communication that you wish to exercise your right to cancel before the cancellation period has expired. You may do this via our online cancellation form or by email following the instructions detailed here.
Where applicable, please keep a copy of your cancellation notification for your own records.
If the products have already been dispatched to you or you have already received them, you must return them to us without undue delay and in any event not later than 14 days from the day on which you communicate the cancellation of your order to us. You will have to bear the direct cost of returning the products to us.
If you are exercising your right to change your mind, you will receive a full refund of the price you paid for the products and any minimum applicable delivery charges to the credit or debit card, or other payment method you have used to pay. We will process the refund without delay and, in any event, not later than (a) 14 days after the day we receive back from you any products supplied; or (b) if you communicate your desire to cancel your order before Luxury Loft Co. or the manufacturer has begun production of prepared your items for delivery, 14 days after the day on which we receive your cancellation notification. We may withhold the refund until we have received the products back and have had the opportunity to review and inspect the returned items.
If you are exercising your right to change your mind:
- We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop.
- If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you agree to pay us the appropriate amount.
- Luxury Loft Co. reserves the right to refuse a refund on the item should the item not be returned in a fully resalable condition.
Returning Cancelled Orders
Because we aim to get your order with you as soon as possible, with many items despatched same day, it’s unlikely we will be able to cancel your order. You can submit your cancellation request here.
This does not affect your statutory rights.
Statutory Cancellation Rights
To cancel your order under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations you can refuse delivery from the courier or follow Luxury Loft Co.'s Returns process within 14 days of receipt of your goods. This cancellation right does not apply to products listed as exclusions in our returns policy, including those found in the section What Items Are Not Returnable or Refundable unless they are faulty or damaged.
Please refer to the sections What Items Are Not Returnable or Refundable and Change of Mind Returns for further information.
MY ITEM HAS ARRIVED AND IT IS THE WRONG ITEM
While every effort is made to ensure you receive the correct items in your order, if you have received an item that does not meet the original item description, please contact us immediately (within 48 hours) so that we can arrange for redelivery of the correct item and the return of the incorrect item. Luxury Loft Co. will cover the costs of the return in this scenario if reported within the required 48 hour time frame.
CAN LUXURY LOFT CO. COLLECT MY RETURN FROM ME?
Yes, Luxury Loft Co. can arrange for one of our couriers or courier partners to collect your return.
If you require Luxury Loft Co. to arrange a collection for your return(s), please let us know at the time of submitting your returns request.
Collection fees will apply depending on the item, location, weight, courier service required (ex: small parcel, large parcel, two-man) and any other relevant factors. A collection service charge of 10% of the retail value of the item at the time of purchase will also apply (minimum £2.50). You are solely responsible for the collection fees and service charge and not Luxury Loft Co.
If your Returns Request has been approved, you will be provided with further information on how the collection will work and the time and date for the collection. Please have the item properly packaged and ready for the courier. We recommend you photograph the item and its packaging prior to collection by the courier to document its condition in the event the item gets damaged during its return transport.
Please be aware that a wasted delivery charge will be applied which you will solely be responsible for if you are not at home at the agreed collection time, if the courier is unable to collect the item due to improper packaging / missing labels or if there are any access issues that Luxury Loft Co. and the courier have not been made aware of prior to the collection being booked. If there are any access issues to your property that the courier must be aware of to successfully collect the item, please let us know when making your Returns Request.
RETURNS COSTS, FEES & CHARGES
You, the purchaser, are responsible for all and any fees relating to a return being made including but not limited to shipping and postage, courier collection charges, full shipping insurance, restocking fees, oversized item fees and handling charges.
Certain items will be subject to a 20% restocking and handling fee - if this applies to the item you plan on returning, we will inform you of this at the time of your returns request being made. The items this restocking fee applies to are normally those which are large and oversized items such as items of furniture, wall and ceiling lighting, mirrors, rugs, and fragile goods.
If the item to be returned is to be collected by a courier arranged by Luxury Loft Co., you will be provided with the time and date for the collection which will be communicated to you. Please have the item properly packaged and ready for the courier. A wasted delivery charge will be applied which you will be responsible for if you are not home at the agreed collection time or if the courier is unable to collect the item due to improper packaging / missing labels.
Luxury Loft Co. reserves the right to hold the customer liable for loss of value of the returned item and grant a partial refund deducting for the loss of value if the return received contradicts the requirements for returns and refunds listed here and elsewhere in our Returns & Refunds policy and in our Terms and Conditions, if the item is returned in a different condition from which it was received and / or if the item is not packaged securely to prevent damage in shipment.
HOW WILL I KNOW IF MY REFUND IS SUCCESSFUL?
Upon the receipt and inspection of your returned item, Luxury Loft Co. will notify you to let you know that your return has been received.
You will also be told if your returned item has been approved or rejected.
If the item is approved for a refund with no issues, you will receive a full refund of the price paid for your item at purchase minus any costs related to returns fees and charges.
If the item is approved for a partial refund (normally due to not being in a re-sellable condition or in original packaging), you will receive a refund for the amount communicated.
WHEN AND HOW WILL I RECEIVE MY REFUND?
Returns for Orders Paid Using PayPal, Credit or Debit
Items that were paid for by Paypal, Credit or Debit Card will be refunded back to the original method of payment or in the form of Luxury Loft Co. store credit depending on the nature of the item and the return and any other agreements or requirements.
Once your refund has been processed by Luxury Loft Co., please allow for 3 - 5 business days to receive the funds back into your account in accordance with your payment provider’s policies.
If the funds do not appear within 3 - 5 business days, please reach out to your bank or card provider directly for assistance as Luxury Loft Co. is unable to investigate the delay or take any action on refunds which have been confirmed by Luxury Loft Co. to your payment provider and are awaiting processing by your bank or card provider.
Returns for Orders Using Gift Cards or Store Credit
If you have used funds from a gift card or store credit, these will be refunded to your gift card or store credit within 1 - 2 business days though many customers receive their funds within the hour.
Returns for Orders Paid Using Clearpay, Klarna, or Laybuy
Items paid for by Klarna, Clearpay or Laybuy will have the funds refunded to your Klarna, Clearpay or Laybuy account in accordance with the terms of your agreement with the payment provider. If 3 - 5 business days have passed and you do not see the funds back in your account, we advise you to reach out directly to Klarna, Clearpay or Laybuy to discuss this.
For more information, please refer to:
Regardless of the method of refund, Luxury Loft Co. aims to process all refunds without delay, and in any event, not later than 14 days after the day on which confirmation of the refund has been communicated to you.
RETURNS ON ORDERS ON WHICH A DISCOUNT WAS APPLIED
If a discount was used or applied when you placed your order and you subsequently return any part or all of the discounted order, this may make you ineligible for the discount on any of the items of your order.
We reserve the right to remove the whole discount provided on your full order from the refund you are due.
MY QUESTION ABOUT HAS NOT BEEN ANSWERED
If you have any questions on our Returns & Refunds policy which has not already been answered, please do not hesitate to reach out to us at firstname.lastname@example.org or via our chat or CONTACT US page.
Before you make a complaint we ask that you please make sure you have tried all other options to allow us to help with your issue. The solution to many common problems can be found within our FAQs here.
If you still feel that it is necessary to raise a formal complaint, you can find our complaints procedure here.
THE FURNITURE OMBUDSMAN
If you have made a complaint and have exhausted all the options provided by Luxury Loft Co., or you are not satisfied with the resolution we have provided, you have the right to refer your dispute to Alternative Dispute Resolution.
To demonstrate our commitment to responsible retailing, Luxury Loft Co. is a fully registered member of the Furniture Ombudsman. The Furniture Ombudsman is an independent not-for-profit organisation which raises standards and is approved by the government and the Chartered Trading Standards Institute (the Competent Authority) to provide dispute resolution services under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
As a recognised alternative dispute resolution body, The Furniture Ombudsman investigates unresolved complaints and decides cases along the same principles as those used by the courts. The Furniture Ombudsman takes into account any and all relevant consumer legislation, together with the requirements of the Ombudsman Code of Practice for Full Members.
To find out more about The Furniture Ombudsman and how to use their service, please see here.