Refund policy

5. Cancellations and Returns

5.1 We are obliged to supply goods that are in conformity with the contract.

5.2 Please keep your invoice or receipt for anything you buy from us. It will ensure we can help you if you need to send something back. 5.3 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 customerservice@loft.co.uk, call us on 0161 872 2363 or write to us at Venture House, 227 Ayres Road, Old Trafford, Manchester, M16 0NL, 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.

5.4 You must take reasonable care of the goods until you return them or we collect them. Products must remain in the packaging in which they are delivered until collected by, or returned to, us. If you cancel your order under condition 5.3 after having received the goods, you should return the goods to us at Unit 6 Maple Industrial Estate, Ardwick, Manchester M12 5AQ 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 5.3. There will be an additional charge for the collection, as set out in condition 6.1.

5.5 If you cancel your order and return the goods in accordance with conditions 5.3 and 5.4, 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 this has been caused by your handling the goods in a way which would not be permitted in shop. 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 en route. We may therefore charge an additional fee for wasted delivery costs in these circumstances, as set out in condition 6.1.

5.6 If the goods you purchase are faulty, we may offer a repair, exchange or refund as appropriate in accordance with your consumer rights. We may ask you to provide us with photos showing the fault, or we may need to inspect the product before agreeing a return or a refund.

5.7 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 5.7, 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.

5.8 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.

6.1 Additional fees may be chargeable in the following circumstances. If you cancel your order on the day of delivery, or we are unable to deliver the goods, or are required to make a return visit, for any of the following reasons, or you would like us to collect products which you are returning due to a change of mind, we may charge you an additional fee to cover our costs, as set out below: