Refund policy

5. Cancellations, Returns and Warranty

5.1 Standard Returns

5.1.1 Where you are a consumer based in the UK or EU and you have bought goods via our website, over the telephone or via email, you have the right to cancel your contract for any reason, until 14 days after you (or a neighbour nominated by you to accept delivery on your behalf) receives the goods, or where the goods are delivered in instalments until 14 days after you (or a neighbour nominated by you to accept delivery on your behalf) receives the last instalment of the goods. To cancel your contract, you can email Customer Services at orders@loft.co.uk, call us on 0161 872 2363 or write to us at 2 Hattons Road, Trafford Park, Stretford, Manchester M17 1PS, quoting your order number or invoice number, and providing your name and address. Please note that this right does not apply to made-to-measure goods or goods which are made to your specification.

5.1.2 You must take reasonable care of the goods until you return them or we collect them. Products must be returned in the packaging in which they were delivered and in re-saleable condition. If you cancel your order under condition 5.1 after having received the goods, you should return the goods to us at 2 Hattons Road, Trafford Park, Stretford, Manchester M17 1PS without undue delay and in any event not later than 14 days from the day on which you notify us of your cancellation, unless we have agreed to collect them from you. You will be responsible for the direct cost of returning the goods. If you would like us to collect the goods, please contact us using the contact details in condition 5.1. There will be an additional charge for the collection, as set out in condition 6.1.

5.1.3 If you cancel your order and return the goods in accordance with conditions 5.1 and 5.2, we will refund the amount paid by you for the goods, including any charges for delivery of the goods to you, save that the maximum refund for delivery costs will be the least expensive delivery method we offer to your delivery address. However, please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods if they have not been returned in the packaging in which they were delivered and in re-saleable condition. We will pay the refund within 14 days after the day we receive the goods from you, using the same means of payment as you used for the initial transaction. Please note that if you cancel your order on the day of delivery, the goods will already have been loaded onto the van and may already be on route. We may therefore charge an additional fee for wasted delivery costs in these circumstances, as set out in condition 6.1.

5.1.4 Except where goods are faulty, or you have a right to cancel your contract, return of unwanted goods will only be accepted at our discretion and may be subject to payment of any reasonable costs incurred by us in connection with your order, as set out in condition 6.1. Where we have agreed to accept a return of goods under this condition 5.4, we will refund you any amounts paid for the goods, less the delivery charges and any other reasonable costs incurred by us in connection with your order.
5.1.5 Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these terms will affect these legal rights.

5.2 Warranty for Defective Goods

5.2.1 We offer a warranty where goods are found to be defective within 12 months from the delivery date. The warranty period commences upon the date of delivery of the goods and unless otherwise specified.

5.2.2 The warranty is limited to defects due to faulty design, materials and/or workmanship, it excludes damage arising from normal wear and tear, misuse or neglect (including but not limited to improper assembly, maintenance or storage), or where damage has occurred due to events outside of our control, including but not limited to flooding or changes to the condition of your property. The warranty includes normal residential use, it does not cover use within a commercial or business setting.

5.2.3 The warranty will be invalidated where goods have not been assembled by a LOFT employee or agent under our ‘Assembly and Installation’ service if the damage / fault is deemed to have been caused by, or materially contributed to, by the assembly method.

5.2.4 Assembly instructions and care instructions are provided with all goods; please follow the advice contained therein and contact us if you have any queries using the contact details in condition 1. Failure to follow the advice contained in these documents will invalidate your warranty.

5.2.5 White goods are not included under the LOFT warranty; white goods will be supplied with a manufacturer’s warranty which you should activate on receipt of goods according to the manufacturer’s instructions. In the event of a fault, you should contact the manufacturer directly.

5.2.6 Where goods develop a fault within the applicable warranty period, you should notify us in writing immediately (using the contact details in condition 1 above) upon the defect becoming apparent quoting your order number (see condition 2.4) and providing full details, including the make and model of the item, the date purchased and photographs / videos of the fault where possible. We may request to inspect the goods before confirming that the goods can be returned.

5.2.7 You must take reasonable care of the goods until you return them or we collect them. You must make them available for us to inspect and collect as requested. If you dispose of the goods without providing us reasonable opportunity to inspect and collect them, this will invalidate your warranty.

5.2.8 If the fault is covered under the warranty, we will arrange for goods to be repaired, replaced or refunded, such resolution is at our sole discretion, this does not affect your statutory rights.
The repair or replacement, together with collection and/or delivery costs to/from the original delivery address, will be provided free of charge within the warranty period, subject to relevant lead time(s) and stock availability.

5.2.9 Unless we specifically confirm otherwise in writing before an order is placed, we do not warrant that any goods are suitable for commercial property use, or for business purposes. Such a warranty can be requested by placing special and bespoke orders by prior inquiry.

5.2.10 Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these terms will affect these legal rights.

6. Additional fees

6.1 Additional fees may be chargeable in the following circumstances. 

A working day is Monday - Friday, excluding bank holidays. 

Reason	Additional charge
Order cancelled or postponed giving less than 1 working days' notice before the day of delivery (where the van has been loaded and/or the goods are on route)	£50 (plus VAT) for order under £500 (plus VAT), 10% of order value for orders with value over £500 (plus VAT)
Partial cancellation of order giving less than 1 working days' notice before the day of delivery (where the van has been loaded and/or the goods are on route)	10% of value of cancelled items
We are unable to deliver goods because we are unable to gain access to the delivery address (e.g. where there is no one available to take delivery of the goods, or key(s) / access code(s) are not available), or we do not deem it safe to make the delivery due to conditions at the delivery address.	£50 (plus VAT) for order under £500 (plus VAT), 10% of order value for orders with value over £500 (plus VAT)
Collection of products for exchange/refund due to a change of mind	£50 (plus VAT) return fee if value of returned products is under £500 (plus VAT). POA if value of returned products is over £500
Delivery in instalments at customer’s request	POA dependent on how many deliveries are required and the delivery site location