Return, Exchange, or Refund Policy

 

1. Scope of Application and Return Period

This policy is established in accordance with applicable consumer protection laws and sets out the conditions under which returns and refunds may be accepted.

Return or exchange requests may be submitted within 30 calendar days from the date the order is received.

Requests made after this timeframe will not be accepted.

2. Conditions for Returns and Exchanges

Returned or exchanged items must meet all of the following conditions:

• Items must be unused, in original condition, and free from damage not caused during delivery.

• Original packaging must be intact and include all accessories, manuals, and labels supplied with the item.

• Items produced to specific customer requirements or customised selections are not eligible for return or exchange.

• Items affected by improper use, incorrect installation, or insufficient care are not eligible.

Requests that do not meet these conditions may be declined.

3. Return Process

Request Submission
To begin a return, customers should contact support and provide the order reference number along with the reason for return.

Once reviewed, return instructions will be issued.

Return Label
A return label may be included with the original shipment. If provided, it should be used when sending the item back.

Return Steps

• Securely repackage the item, preferably using the original packaging.

• Attach the return label to the parcel.

• Use a trackable delivery service to ensure safe return.

If the return is not related to an incorrect or faulty item, return shipping costs are the responsibility of the customer.
If the return results from a damaged, defective, or incorrect item, return shipping costs will be covered.

4. Exchange Process

To exchange an item for a different option or variation:

1. Complete the return process as outlined above.

2. Place a new order for the preferred item.

This approach supports accurate stock allocation and efficient processing.

5. Refunds

After the returned item is received and inspected, notification will be provided regarding approval.

If approved:

• Refunds are issued using the original payment method unless an alternative is agreed.

• Processing generally occurs within 3–7 business days following inspection.

• The time required for funds to appear may vary depending on the payment provider.

6. Damaged or Incorrect Items

If an item arrives damaged or does not match the order, contact support within 5 calendar days of delivery and include clear photographs of the item and packaging where possible.

After assessment, arrangements will be made for:

• Return or collection of the item, and

• Dispatch of a replacement at no additional cost.

If a replacement cannot be supplied, a full refund will be issued.

7. Exceptions

Returns and exchanges are not accepted for:

• Custom-made or personalised items.

• Other exclusions permitted under applicable Australian consumer regulations.

8. Policy Updates

This policy may be revised to reflect operational adjustments or regulatory changes.
Any updates apply only to orders placed after the revised version is published.

9. Contact Information

For questions related to returns, exchanges, or refunds, please use the contact details below:

Address: APT BLK 301B ANCHORVALE DRIVE #10-63 SINGAPORE 542301SINGAPORE
Phone: +65 (899) 46862
Email: orderstatus@loftova.com
Service Hours: Monday to Friday, 9:00 am – 5:00 pm (excluding public holidays)