Returns & Refunds

We make our products with care, and we want you to feel the same way about every order. If something isn't right, we'll do our best to put it right.

If you have a question or an issue with an order placed at loft.com, please email us at info@loftmoto.com or reach us through our Contact page. If you bought a Loft product from a shop or another retailer rather than from us directly, please contact them in the first instance.

Once you've heard back from us and your return has been agreed, send your order back by post with a short note explaining the reason for the return — it genuinely helps us improve. Please include this inside the parcel with the item.

Returning an item

To be eligible for a return, your order should:

• Be returned within 14 days of the day you received it
• Be unused and in the same condition you received it
• Be in its original, unopened packaging with any seal intact

Because our products are cleaning and care formulas, we're unable to accept returns on bottles that have been opened or unsealed. We'd encourage you to be sure of your choice before opening a product.

If something arrives damaged or faulty

In the rare event that an item reaches you damaged, faulty, or isn't what you ordered, please get in touch with your order number and a photo. We'll arrange a replacement or refund.

Sending your return

Please make sure your return reaches us safely. We recommend a tracked or recorded service, and that the cover matches the value of your order, as we can't be responsible for items lost on the way back to us. For a change-of-mind return, return postage and original delivery charges are at your own cost. Where a return is due to our error and we've agreed it with you, we'll reimburse your postage.

Parcels can take a few working days to reach us depending on the service used. Once your return arrives, we'll inspect and process it within 2 working days.

Refunds

When your return has been processed, we'll refund your original payment method. Depending on your bank, refunds can take a further 3–5 working days to appear in your account. We'll email to let you know once it's done.

Your statutory rights

None of the above affects your statutory rights as a consumer.