Refund & Return Policy
Last Updated: December 23rd, 2025
At The Lofty Store, customer satisfaction is our top priority. This Refund & Return Policy explains the conditions under which returns, refunds, and exchanges are accepted when you shop with us.
By placing an order on our website, you agree to the terms outlined below.
1. Returns Eligibility
We accept returns under the following conditions:
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The return request is made within 2 months of receiving your order
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The item is unused, unworn, and in its original condition
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The item is returned with original packaging, tags, and accessories (if applicable)
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Proof of purchase (order number or receipt) is provided
Certain products may not be eligible for return due to hygiene or safety reasons.
2. Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned or refunded unless they arrive damaged or defective:
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Beauty and cosmetics products
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Baby and maternity products (where hygiene is affected)
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Personal care items
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Clearance or sale items
Please read product descriptions carefully before purchasing.
3. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery. Provide clear photos or videos of the issue so we can resolve it quickly.
In such cases, we will offer a replacement, refund, or store credit at no additional cost.
4. Return Process
To initiate a return:
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Contact us through our Contact Us page within the return window
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Provide your order number and reason for return
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Our support team will guide you through the return instructions
Returns sent without prior approval may not be accepted.
5. Refunds
Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.
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Approved refunds will be processed to the original payment method
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Refunds may take 10–15 business days to appear, depending on your payment provider
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Original shipping fees are non-refundable (unless the item is faulty or incorrect)
6. Exchanges
If you would like to exchange an item for a different size, color, or variant, please contact us. Exchanges are subject to product availability.
7. Return Shipping Costs
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Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect
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Shipping charges are non-refundable
8. Order Cancellations
Orders can only be cancelled within 12 hours of placement. Once processing or shipping has begun, cancellations are not possible.
9. International & Dropshipping Orders
As we operate using a dropshipping model, some products may ship from international suppliers. Delivery times and return handling may vary accordingly.
10. Your Consumer Rights (UK)
This policy does not affect your statutory rights under UK consumer law, including your right to cancel online purchases within 14 days under the Consumer Contracts Regulations.
11. Contact Us
If you have any questions about our Refund & Return Policy, please contact us via our Contact Us page. Our support team will be happy to assist you.
The Lofty Store is committed to providing fair, transparent, and customer-friendly return and refund solutions.