Sales and Refunds

Thank you for shopping with Loft Home and taking interest in our furniture. We want to make sure your engagement with us is a fulfilling one that will bring you happiness and joy—because that’s what buying furniture is all about.

Please find the terms and conditions for our sales and refunds below, applicable to all transactions at Loft Home. By placing an order or making a purchase at Loft Home, you have agreed to all the terms set forth below along with Loft Home’s Privacy Policy and Terms of Use.

30-DAYS NO REASON RETURN & REFUND

Every product in our store is specially curated to ensure that they are what you need, and we hope that every purchase made with us will be beyond satisfactory. However, we understand that sometimes a product may not meet expectations, or may not be the right fit in your home. Therefore, we offer a 30-day no-reason return and refund, where no questions will be asked.

The Return

Return requests can only be made within 30 days of receiving the item. To initiate this request, please contact us so that we can facilitate the process. Please note that the policy is subject to the conditions below:

  • There are 20% restocking fee and 3.5% credit card charge (if applicable) per returned item, inclusive of delivery; these fees will be deducted from your refund.
  • Only items in as-new condition can be returned. Products with scratches, stains, damages or any other modifications will not be accepted. We reserve the right not to refund a product that, in our reasonable opinion, has become of unacceptable quality due to fair wear and tear, misuse; or as a result of failure to take reasonable care of the product.
  • Please return the items in the original packaging which is designed carefully to avoid shipping damages. If you have already discarded the original packaging, you can use the best material that you can find to package the item securely to avoid damage in transit back to us. We encourage customers to photograph the items scheduled for return and the condition of the packaging before handing them over to our delivery partners.
  • Kindly note that we are unable to accommodate returns / exchanges / refunds for the following items:
    • Any item labelled as 'Promotional Item' or sold during 'Warehouse Sales'
    • Any form of Display items
    • Any item that requires procurement process, described as ‘Made to Order’ or ‘Customised’ items
    • All mattresses and rugs items

The Refund

Shipping and credit card charges is a fixed cost we incur from our logistics partners. As such, a 20% restocking fee and 3.5% credit card charge based on the original invoiced value will be deducted from your refund. You may find a simple formula for the refund amount here: Order Value - Discount Value - Restocking Fee - Credit Card Charge - Delivery Fee = Refunded Amount (S$). Please do note that the restocking fee and credit card charge will still apply if you wish to return the item(s) in order to place another order. 

Refunds will be performed after we have collected the returned item. All refunds will take 7 business days to process and we will issue refunds in the form of credit back to the original method of payment. Loft Home reserves the right to change the mode of refund.

ORDER CHANGE OR CANCELLATION

If you change your mind and decide to cancel your order or any item(s) in your 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).

As an example, if your order is scheduled to be delivered on Thursday this week, you are required to cancel the order before the end of last Friday, assuming there is no public holiday in between.

Do take note that items that requires procuement process, custom-made items or items marked as 'Promotional Pieces' cannot be cancelled.

In the event that you wish to cancel your existing order and place a new order, kindly note that a new delivery lead time will be given at the time of the new purchase.

All refunds will take 14 business days to process and will be credited back to the original mode of payment. Loft Home reserves the right to change the mode of refund.

Restocking Fee

Any cancellation will be subjected to a restocking fee of 20% of the price sold per line item (after discounts, if any) due to logistics and handling.

Credit Card Charge

Any cancellation will be subject to a credit card charge of 3.5% of the price sold per line item (after discounts, if any), inclusive of delviery, due to payment platform handling fees. 

Cancellation of Orders with Discount Voucher

If you cancel any item(s) in your order with a discount voucher/coupon applied, you will be refunded only the final paid price after the applied discount – which is apportioned among the items in your order according to their respective value. The value discount will be apportioned in this manner: (Each line item’s purchase price / total order value) x discount voucher value.

Upon cancellation of item(s) in your order, the whole absolute-value of the discount voucher which was initially applied will not be re-issued or re-apportioned to the remaining item(s) in the revised order. The remaining item(s) that are not cancelled are still entitled to the discount value that was initially apportioned per line item before the cancellation of item(s) in your order.

Refund Formula

Here is an example scenario: A customer made an order with 2 line items, in which the Final Price Paid for the order was $950 (total order value was $1,000 with $50 discount coupon applied), and paid by credit card with 3.5% credit card charge. The table below explains how the Refund Amount will be calculated.

Item Order Value Discount Value Restocking Fee & Credit Card Charge Amount to be refunded if item cancelled
Item A $600 ($600/$1,000) x $50 = $30 ($600-$30) x (20%+3.5%) = $133.95 $600 - $30 - $133.95 = $436.05
Item B $400 ($400/$1,000) x $50 = $20 ($400-20) x (20%+3.5%) = $89.30

$400 - $20 - $89.30= $290.70

Delivery $50 $50 x 3.5% = $1.75

$50 - $1.75= $48.25

This means we will refund you the following:

Order Value – Discount Value – Restocking Fee - Credit Card Charge = Refunded Amount (S$)

The above Cancellation Policy is not applicable to all products. For cancellation details pertaining to a specific product, please refer to the Product Info section in its product page. “Promotional Item”, items that requires procurement and customization are not eligible for cancellation.

Please email us at support@lofthome.com to process this request.

ORDER CONFIRMATION

We will send you Sales Order Confirmation and Tax Invoice by email within the day of purchase that will reflect the products purchased and the lead time.

It is the responsibility of the customer to check if the product(s) purchased and the lead time(s) are correct. Loft Home is not be obligated to fulfil the order if there are any discrepancies after 48 hours from the time of order. 

Sales representative will then follow up the order via WhatsApp within 3 business days, using the phone number you provided at checkout. Please note, to protect customer privacy, sales representative will respond only to the contact number and email specified in the sales order.

DELIVERY

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 endeavour to ensure that all the products on our website are accurately described, according to information provided to us by our suppliers. Unfortunately, there may be instances where our website will contain errors and we reserve the right to correct any errors or inaccuracies at any time, including after you have placed an order.

If the product is hand-made or made from natural or organic materials, there will be small variations between the product image(s) and the product you receive. This will always be stated on the individual product.

We endeavour to ensure that all colours are displayed accurately, but please keep in mind that colours may appear slightly differently on different displays/screens and lighting. The shade of colour from displays/screens and lighting is not a fault or error.

We aim to update our website regularly and may change the content at any time. If the need arises, we may suspend access to our website, or close it indefinitely. We ensure our website contains accurate information and content, however, we reserve the right to update our website as soon as an inaccuracy or error is brought to our attention.

30-DAY PRICE PROTECTION

We offer a 30-Day price protection policy from the date of purchase only available for orders from our website. You will have to contact us within 30 days from the date of purchase and ask for a price adjustment voucher if the item goes on sale, only applicable to price adjustment on lofthome.com and does not apply to any other 3rd-party platforms. 

PROMOTIONAL & DISPLAY ITEMS

"Promotional Item', display items and "Warehouse Sales" may have inherent cosmetic defects, and may not appear brand new. By purchasing, you acknowledge that you are fully aware of these cosmetic defects and that the discounted price of these items sold reflect this acknowledgement.

"Promotional Item", display items and "Warehouse Sales" are not applicable for any other promotion, sale, discount, code, coupon and/or offer.

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