Back Up of Sales and Refunds | Ellson 20250108

Thank you for shopping with Loft Home and for your interest in our furniture. We aim to make every experience with us a positive and rewarding one, because furnishing your home should be a joyful and fulfilling journey.

Please review the following Sales and Refund Terms and Conditions, which apply to all transactions at Loft Home. By placing an order or making a purchase with us, you agree to be bound by these terms, together with Loft Home’s Privacy Policy and Terms of Use.

30-DAYS NO REASON RETURN & REFUND

Every product at Loft Home is carefully curated, and we hope each purchase meets your expectations. However, we understand that occasionally a product may not be the right fit for your space. As such, we offer a 30-day no-reason return and refund policy, subject to the conditions outlined below.

The Return

Return requests must be submitted within 30 days of receiving the item. To initiate a return, please contact our support team so we may assist you with the process.

Please note that the following conditions apply:

  • A 20% restocking fee per returned item will be charged and deducted from the refund amount.
  • Only items in as-new condition are eligible for return. Products with scratches, stains, damage, signs of use, or any form of modification will not be accepted. Loft Home reserves the right to reject a return if, in our reasonable opinion, the product has deteriorated due to misuse, improper handling, or failure to take reasonable care.
  • Items must be returned in their original packaging, which is designed to protect the product during transit. If the original packaging has been discarded, customers are responsible for using suitable alternative packaging to ensure safe return.
  • Customers are strongly encouraged to photograph the item and packaging condition prior to handing it over to our delivery partners.

The Refund

Delivery and restocking fees are fixed costs incurred through our logistics and payment partners. As such, refunds will be calculated as follows:

Order Value - Discount Value - Restocking Fee(20%) - Delivery Fee(S$50/trip) = Refunded Amount (SGD). 

Please note:

  • The 20% restocking fee applies even if the return is made in order to place a new purchase.
  • All refunds are issued in the form of store credit and will be credited to the account used to place the order.
  • Refunds will be processed after the returned item has been collected and inspected.
  • Please allow up to 7 business days for refund processing.
  • Loft Home reserves the right to determine or change the mode of refund where applicable.

Non-Refundable Items

  • Returns, exchanges, or refunds are not applicable for the following items:
  • Any item labelled as “Promotional Item” or sold during Warehouse Sales
  • Display items of any kind
  • Items requiring procurement, including Made-to-Order, Pre-Order, or Customised items
  • Mattresses and rugs

ORDER CHANGE OR CANCELLATION

Orders or individual items may be cancelled free of charge within 48 hours of receiving the order confirmation. In such cases, the full amount paid will be refunded as store credit.

For cancellations made after 48 hours, the following will apply:

  • A 20% restocking fee per item will be charged
  • Any delivery fees already incurred will not be refunded
  • Items that require procurement, are custom-made, or are labelled as Promotional Items are not eligible for cancellation

All approved refunds will be processed within 7 business days and credited as store credit. Loft Home reserves the right to determine or amend the refund method.

Restocking Fee

All order cancellations are subject to a 20% restocking fee, calculated based on the sold price per line item (after discounts, if any). This fee covers logistics, handling, and administrative costs.

Cancellation of Orders with Discount Voucher

If an order includes a discount voucher or coupon and one or more items are cancelled, the refund will be based on the final paid amount after discounts, apportioned across the items according to their respective value.

The discount allocation is calculated as follows:

(Individual Item Price ÷ Total Order Value) × Discount Voucher Value

Please note:

  • The original discount voucher will not be re-issued or re-applied after cancellation.
  • Remaining items in the order will retain their originally apportioned discount, provided all voucher conditions continue to be met.

Refund Formula

The following example illustrates the refund calculation. A customer placed an order with two line items and paid a final amount of $950, based on an original order value of $1,000 with a $50 discount coupon applied.

Item Order Value Discount Value Restocking Fee Amount to be refunded if item cancelled
Item A $600 ($600/$1,000) x $50 = $30 ($600-$30) x 20% = $114 $600 - $30 - $114 = $456
Item B $400 ($400/$1,000) x $50 = $20 ($400-20) x 20% = $76

$400 - $20 - $76= $304
Delivery $50

$0

This means we will refund you the following per line item:

Order Value – Discount Value – Restocking Fee = Refunded Amount (SGD)

The above cancellation policy does not apply to all products. For product-specific cancellation terms, please refer to the Product Info section on the respective product page.

Promotional items, as well as items that require procurement or customisation, are not eligible for cancellation.

To request a cancellation, please email us at support@lofthome.com.

REFUND METHOD

All refunds will be issued as store credit by default.
The store credit will be credited to the account used to place the order and can be used for future purchases on our website.

Additional Terms for Store Credit Refunds:

  • Refund Method: Loft Home reserves the right to determine or adjust the refund method where applicable.
  • Processing Time: Please allow up to 14 business days for the refund to be processed after approval.
  • Non-Refundable Items: Customised, made-to-order, clearance, and sale items are strictly non-refundable.

ORDER CONFIRMATION

A Sales Order Confirmation and Tax Invoice will be sent to you by email on the day of purchase, detailing the products purchased and their estimated lead times.

Customers are responsible for verifying that the product details and lead times are correct. Loft Home will not be obligated to fulfil the order if any discrepancies are raised after 48 hours from the time of order.

Our sales representative will follow up via WhatsApp within 3 business days, using the contact number provided at checkout.
To protect customer privacy, our team will respond only to the phone number and email address stated in the sales order.

DELIVERY, CHANGE OR CANCELLATION

In the event that you wish to cancel your existing order and place a new order, please notify us at least 3 full business days before the date of agreed delivery to avoid being charged for delivery. (Note: The day you inform Loft Home of the cancellation will not be regarded as a business day in advance.) A new delivery lead time will be given instead for the new purchase.

Please review the Delivery Terms page to learn about how and when you will receive the products you purchased. While we do our best to fulfil the delivery of your order punctually, the actual delivery can be impacted by events beyond Loft Home’s control once it leaves our facilities. Loft Home cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth delivery process.

PRODUCT INFORMATION

We make every effort to ensure that all products on our website are accurately described based on information provided by our suppliers. However, there may be occasions where errors or inaccuracies occur. Loft Home reserves the right to correct any such errors or inaccuracies at any time, including after an order has been placed.

For products that are hand-made or crafted from natural or organic materials, slight variations may occur between the product images displayed and the actual product received. Where applicable, this will be clearly stated on the individual product page.

While we strive to display product colours as accurately as possible, actual colours may vary slightly due to differences in screen settings, lighting conditions, and display devices. Such variations in colour are not considered defects or faults.

We aim to keep our website content up to date and reserve the right to amend, update, or remove content at any time. Where necessary, we may temporarily suspend access to our website or discontinue it indefinitely. While we take reasonable steps to ensure the accuracy of all information, we reserve the right to make corrections as soon as any inaccuracies or errors are identified.

30-DAY PRICE PROTECTION

We offer a 30-day price protection policy from the date of purchase, applicable only to orders placed on our website.
If an item goes on sale within 30 days of purchase, please contact us within this period to request a price adjustment voucher.

Price adjustments are valid exclusively on lofthome.com and do not apply to purchases made through any third-party platforms.

PROMOTIONAL & DISPLAY ITEMS

Promotional items, display items, and Warehouse Sale items may have inherent cosmetic imperfections and may not appear brand new. By proceeding with the purchase, you acknowledge and accept these conditions and understand that the discounted pricing reflects such cosmetic imperfections.

Promotional items, display items, and Warehouse Sale items are not eligible for any additional promotions, discounts, codes, coupons, or offers.