Returns & Refunds
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
We do recommend reviewing our Returns & Refunds Policy before submitting your Returns Request form.
If you have any questions related to returning your item(s) or receiving a refund, please do not hesitate to contact us at email@example.com or through our CONTACT US page on our website.
What Is Your Returns Policy?
We hope that you love your purchase, but we do understand that sometimes things just aren't quite right.
Our Returns Policy and many of our suppliers policies means you have 14 days from receipt of the product to let us know you want to return an item directly to us or to the supplier directly if we ask you to do so for a refund or exchange, subject to the exclusions outlined.
Returning Your Items
You must first submit your returns request using the form linked here. If your request is approved, you will receive a returns form as well as additional information to complete your return. Please take careful note of the returns address provided.
The returns form must be completed and clearly affixed to the return as well as any returns labels.
Items must be packaged securely in their original packaging and must include appropriate labels where and when required such as: Fragile, Oversized Item, Glass, etc.
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.
Condition of Items Accepted For Return
Items returned must be unused, free from defects, returned in their original packaging and be in a brand-new and re-sellable condition.
Returning Made-To-Order, Handmade & Bespoke Items
Made-To-Order, Handmade, and Bespoke items are not refundable unless the item has been delivered in damaged condition.
If the items are damaged upon delivery, they are then open to being 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.
Returning Items With Variations
All dimensions are approximate and shapes and colours may vary slightly from the images displayed on our website.
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 in the wood). Therefore, these items are normally not refundable as the variations are not defects but natural occurrences.
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. will not be able to accept your return.
We request that you please submit any photos showing the damage when making your Returns Request.
Returning Items That Require Assembly
We are unable to refund any item that has been opened, assembled or modified in any way or form. Please ensure you carefully refer to the dimensions of the item(s) and of the space you intend for the items to be placed 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.
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.
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.
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.
My Item Has Arrived Damaged
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.
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.
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 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 full in this scenario.
What Items Are Not Returnable or Refundable?
The below are non-returnable and non-refundable items under any circumstance:
- Perishable products such as food, plants, perfumes and toiletries.
- Personalised products, custom, and customised items.
- Any product that has been used, returned without original packaging or tags, or is returned in an unsaleable condition. Damaged or faulty items must be returned in their original packaging.
- Items that require assembly (please see Return of Items That Require Assembly for more information).
- Items that are made-to-order, handmade or bespoke (please see Returning Made-To-Order, Handmade & Bespoke Items for more information).
- 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 in the wood). Therefore, these items are normally not refundable as the variations are not defects but natural occurrence (please see Returning Items With Variations for more information).
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?
If your refund is approved or partially approved, you can expect to receive your refund within 3 - 5 days of receiving confirmation of our approved refund status from Luxury Loft Co.
Items paid for by Klarna, Clearpay or Laybuy will have the funds refunded to your Clearpay or Laybuy account. If 3 - 5 days have passed and you do not see the funds back in your account, we advise you reach out directly to Klarna, Clearpay or Laybuy directly to discuss this.
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, the return, and any other requirements. If refunded to your bank account or card, please reach out to your bank or card provider directly if the funds do not appear within 3 - 5 business days.
Most of the time, partial refunds will be refunded by store credit - some exceptions include if the order was paid for by using Klarna, Clearpay or Laybuy.
Returning an Item From An Order On Which A Discount Was Used or 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 Making A Return Or Receiving A Refund 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 CONTACT US page.