We aim to ensure that every customer is satisfied with their purchase.
If a product does not meet expectations, it may be returned in accordance with the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)), including provisions relating to consumer guarantees such as acceptable quality, fitness for purpose, and correspondence with description.
This policy outlines the conditions, requirements, and procedures for returns and refunds for purchases made through the website.
To facilitate inventory management, we do not offer direct exchanges.
If a customer wishes to obtain an alternative item, the original product must be returned in accordance with this policy, and a new order must be placed through the website.
Return requests may be submitted within 15 days of receiving the order.
A product may be returned provided that:
Customised products or items assembled by the customer are not eligible for return unless they are faulty or incorrectly supplied.
A return shipping label is included inside the parcel at the time of delivery, allowing customers to initiate the return process.
To initiate a return request, customers must contact us and provide:
Order number
Items to be returned
Reason for return (including photos if the item is damaged or incorrect)
Once the request is received, a confirmation email with further instructions will be provided.
If the return is not related to a faulty product or incorrect delivery, the customer is responsible for the return shipping costs.
The return address will be provided via email after the return request has been approved.
Returns sent without prior approval or to an incorrect address will not be accepted.
Order Not Dispatched
If an order is cancelled within 24 hours after payment confirmation and before dispatch, a full refund will be issued.
Order Dispatched
Refunds will be processed after the returned product is received and verified, provided it meets the return conditions.
Faulty or Incorrect Items
If the product is faulty or incorrectly delivered, we will cover the return shipping costs and issue a full refund.
After receiving and verifying the returned product, refunds will be processed within 2 to 4 business days.
A confirmation email will be sent once the refund has been completed.
The exact time for funds to appear may vary depending on the customer's financial institution or payment provider.
Email: reportissue@loftgopad.com
Phone: +81 (708) 914 91 13 36
Address: A202, AVENUE NOMURA, 107-3 KOKUBUNJI-CHO NII, TAKAMATSU-SHI, KAGAWA 769-0101, JAPAN
Customer Service Hours: Monday to Friday, 10:15 AM – 3:15 PM (AEST)
Service Area: Australia
The store manages all return and refund requests in accordance with the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)), including obligations relating to remedies, refunds, and consumer guarantees for furniture products.
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