Sales and Refunds

Last Updated: July 26, 2026

Thank you for shopping with Loft Home.

Many Loft Home products are produced, sourced, or prepared specifically for each order. We begin coordinating production and fulfillment shortly after an order is confirmed, so please review your order details carefully before completing your purchase.

In this policy, “Loft Home,” “we,” “us,” and “our” refer to LOFT HOME US, LLC. “Customer,” “you,” and “your” refer to the person or entity placing an order through lofthome.us.

By placing an order through lofthome.us, you acknowledge that you have read and agreed to this Sales and Refunds Policy, together with our Terms of Use, Privacy Policy, Delivery Terms, and Warranty Policy.

Please note that Loft Home has a zero-tolerance policy for inappropriate behavior. Abusive, inappropriate, or harassing behavior toward our staff, contractors, delivery partners, or representatives will not be tolerated in any form. Any behavior deemed inappropriate toward any Loft Home associate may result in suspended delivery, blocked communications, refusal of service, or other actions necessary to ensure the safety, comfort, and respect of all Loft Home associates.

Important Information Before Ordering

  • Loft Home does not offer change-of-mind returns or exchanges after delivery.
  • You may request an order change or cancellation within 48 hours after receiving your order confirmation email.
  • Cancellation requests received within 48 hours will not incur a Loft Home cancellation or restocking fee. Non-refundable third-party payment-processing fees may still be deducted.
  • After 48 hours, production, sourcing, or fulfillment may already have begun, and changes or cancellations may not be accepted.
  • Once merchandise has been physically handed to a carrier, the order is considered shipped and cannot be canceled or recalled.
  • A shipped order cannot be canceled or refunded solely because its estimated arrival or delivery date changes.
  • Approved refunds are returned to the original payment method.
  • Loft Home offers 30-day price protection.

1. Order Confirmation and Acceptance

When you place an order through lofthome.us, you are submitting an offer to purchase products from LOFT HOME US, LLC under this policy and the other terms incorporated into it.

After placing your order, you will receive an order confirmation email showing the products purchased and other available order details.

Please review:

  • Product names and quantities;
  • Size, color, material, and configuration;
  • Billing and shipping information;
  • Discounts applied; and
  • Estimated lead times.

Please reply directly to your order confirmation email or contact support@lofthome.us immediately if any information is incorrect.

The order confirmation acknowledges that we have received your order. Loft Home may still decline or cancel an order because of product unavailability, pricing errors, payment verification issues, suspected fraud, delivery restrictions, or other reasonable business or legal reasons.

If Loft Home cancels an order after payment has been collected, we will refund the full amount to the original payment method.

2. Changes and Cancellations Within 48 Hours

You may request an order change or cancellation within 48 hours after receiving your order confirmation email.

To submit a request, reply directly to your order confirmation email or contact: support@lofthome.us

For requests received within this 48-hour period, Loft Home will refund the amount that we actually received from the applicable bank, card issuer, or payment provider for the canceled order or item(s).

Any third-party payment-processing fee charged and retained by the bank, card issuer, or payment provider, and not received by Loft Home, is non-refundable.

Changes to an order may affect the product price, availability, promotion eligibility, and estimated delivery date.

A change or cancellation is not complete until Loft Home confirms it in writing.

3. Requests Received After 48 Hours

After the 48-hour period, production, sourcing, procurement, or fulfillment may already have begun.

For this reason, change or cancellation requests received after 48 hours may not be accepted.

Where a late request can still be accommodated, Loft Home may consider:

  • The production or procurement status;
  • Whether fulfillment has begun;
  • Whether the item was made or sourced specifically for the order;
  • Whether the item is customized; and
  • Costs already incurred.

Any applicable costs will be disclosed before an approved late cancellation is processed.

Submitting a request does not mean that it has been approved until Loft Home confirms it in writing.

4. Orders That Have Shipped

An order is considered shipped when the merchandise allocated to the order has been physically handed to a carrier for transportation.

Once shipped, the merchandise has entered the transportation and fulfillment network and cannot be recalled.

Therefore:

A shipped order cannot be canceled or refunded solely because its estimated arrival or delivery date changes.

International furniture transportation may involve freight carriers, ports, customs authorities, warehouses, trucking companies, and last-mile delivery providers. Although Loft Home coordinates with these parties, we do not control their routes, schedules, inspections, staffing, capacity, or daily operations.

A delay after shipment does not, by itself:

  • Make the product defective;
  • Give the customer the right to cancel the order;
  • Give the customer the right to refuse delivery without charge; or
  • Require Loft Home to issue a refund.

This applies while the merchandise remains in transit, is undergoing customs or warehouse processing, is awaiting local delivery, or otherwise remains capable of being delivered.

An order is not considered lost simply because tracking has not updated or the estimated delivery date has passed.

If Loft Home or the carrier confirms that an order has been lost, destroyed, or has become permanently undeliverable, we will provide a replacement or refund for the affected item(s) under this policy.

5. No Change-of-Mind Returns or Exchanges

Because our products may be produced, sourced, or transported specifically for each order, we do not accept returns, exchanges, or refund requests because:

  • You changed your mind;
  • The product no longer suits your preferences or décor;
  • You selected the wrong size, color, material, style, or configuration;
  • The product does not fit the intended room;
  • The product or its packaging does not fit through the required access route;
  • Your personal circumstances changed;
  • You found the same or a similar product elsewhere at a different price; or
  • The order arrived later than its original estimated delivery date.

Please review all product information and measure your room, doorways, hallways, stairways, elevators, and other access points before ordering.

6. Damaged, Missing, Incorrect, or Defective Products

If your order arrives damaged, incomplete, incorrect, or with missing components, please follow the reporting requirements in our Delivery Terms.

Visible or concealed shipping damage, missing components, and incorrect products must be reported within 48 hours after the Proof of Delivery (“POD”) is signed.

Please contact support@lofthome.us and provide:

  • Your name and order number;
  • A clear description of the issue;
  • Photos of the complete product and affected area;
  • Photos of the packaging and product labels;
  • A copy or photo of the signed POD; and
  • Video evidence where helpful.

Damage visible at delivery must also be recorded on the POD before the delivery provider leaves.

Manufacturing defects discovered after the delivery-reporting period may be reviewed under our Warranty Policy.

Depending on the circumstances, an available solution may include:

  • Repair;
  • Replacement parts;
  • Product replacement;
  • A reasonably comparable substitute;
  • Store credit; or
  • Another appropriate remedy.

The available remedy and timing will depend on the issue, product and part availability, and applicable policies.

7. Refused Delivery

If you refuse delivery without Loft Home’s prior written authorization, the refusal will be treated as a customer-initiated refusal.

Refusing delivery does not cancel the order, constitute an approved return, or automatically entitle you to a refund.

If the shipment is returned to the warehouse or requires further handling because of the refusal, additional charges may apply, including:

  • Return transportation;
  • Storage;
  • Handling;
  • Reconsignment;
  • Redelivery;
  • Restocking; and
  • Reasonable recovery or disposal costs.

You remain responsible for the order and any applicable charges unless Loft Home confirms a cancellation, return, or refund in writing.

Refusing delivery solely because the order arrives later than the original estimated date does not qualify the order for free cancellation, free return, refusal without charge, or a full refund.

8. Refund Amount and Payment-Processing Fees

Approved refunds will be returned to the original payment method whenever technically possible.

For an approved cancellation within the 48-hour period, Loft Home will refund the amounts paid for the canceled order or products, including refundable taxes and delivery charges, less any applicable non-refundable third-party payment-processing fee.

 

Credit Card Processing Fees:

Credit card and payment providers charge a processing fee when a payment is completed. That original processing fee is generally retained by the payment provider and is not returned to Loft Home when the transaction is canceled or refunded.

For customer-requested cancellations or refunds, the actual non-refundable processing fee may therefore be deducted from the refund where permitted by law.

For credit card payments, this fee is generally approximately 3.3%–3.5% of the amount being refunded, depending on the card and payment method used.

This is not an additional Loft Home cancellation fee. It represents the payment processing cost charged and retained by the third-party payment provider.

For partial cancellations, the processing-fee deduction will be calculated proportionally based on the amount refunded.

No processing-fee deduction will be made where Loft Home cancels an order because we cannot fulfill it.

9. Refund Processing Time

Loft Home will process approved refunds within seven business days after:

  • The cancellation or refund has been approved;
  • We have received the information needed to process it; and
  • Any required inspection or verification has been completed.

After we process the refund, it will be sent to the original payment method.

Credit card refunds commonly appear within approximately three to five business days, but processing time depends on the card issuer and may take longer. Some refunds may take up to ten business days or may not appear until the next monthly statement.

Bank and card-issuer processing times are outside Loft Home’s control.

10. Orders Using Discount Codes or Vouchers

When a discount code or voucher is applied to an order, the discount is allocated proportionally among the eligible products according to their respective values.

The discount allocated to each item is calculated as:

(Item price ÷ total eligible merchandise value) × total discount amount

For example, if a $50 discount is applied to a $1,000 order with 2 line items. The table below explains how the Refund Amount for each item will be calculated:

 Item Order Value Discount Value Amount to be refunded if item canceled
 Item A $600 ($600/$1,000) x $50 = $30 $600 - $30 = $570
 Item B $400 ($400/$1,000) x $50 = $20

$400 - $20 = $320
 Delivery $150 -

-

If an item is canceled, the refund will be based on the final amount paid for that item after its allocated discount and any applicable deductions.

The discount allocated to a canceled item will not be:

  • Reissued;
  • Converted to cash;
  • Transferred to another order;
  • Reallocated to the remaining products; or
  • Restored for future use.

Products remaining in the order will retain only the discount originally allocated to them.

Unless otherwise stated in the promotion terms, discount codes and vouchers are limited to one use and cannot be transferred, reused, combined, or redeemed for cash.

11. Prices, Payments, and Taxes

All prices displayed on lofthome.us are in U.S. dollars unless otherwise stated.

Applicable sales tax, delivery charges, and other fees will be calculated and displayed at checkout.

Full payment is required when an order is placed using one of the payment methods available on the website.

You confirm that:

  • The billing and payment information provided is correct;
  • You are authorized to use the selected payment method; and
  • Sufficient funds or credit are available to complete the transaction.

Loft Home may correct pricing, product information, or calculation errors at any time.

If a material pricing error affects an order, we may contact you to confirm the corrected price or cancel the affected item and provide an applicable refund.

12. Product Information and Natural Variations

We make reasonable efforts to describe and display our products accurately.

Furniture made by hand or from natural materials may have reasonable variations in:

  • Color;
  • Grain;
  • Texture;
  • Pattern;
  • Veining;
  • Dimensions; or
  • Finish.

Colors may also appear different because of photography, lighting, display settings, and production batches.

Please review the product description, dimensions, materials, and variation notices before ordering.

Natural variations, minor dimensional differences, and differences caused by photography, lighting, natural material, or production batches are not considered defects, and do not qualify as grounds for a return, exchange, cancellation, or refund.

13. Promotional, Clearance, and Display Products

Promotional, clearance, final-sale, warehouse-sale, and display products may have cosmetic marks, packaging damage, or other disclosed characteristics reflected in their reduced price.

By purchasing a product with disclosed imperfections or sold on an “as-is” or final-sale basis, you acknowledge and accept the disclosed condition.

Unless otherwise stated, these products may be excluded from:

  • Additional discounts;
  • Promotion codes;
  • Coupons;
  • Price protection;
  • Changes or cancellations; and
  • Returns or exchanges.

Product-specific conditions displayed on the applicable product page also apply.

14. 30-Day Price Protection

Orders placed directly through lofthome.us may qualify for price protection if the same product and configuration is advertised at a lower public price on lofthome.us within 30 days after the original purchase date.

To request a price adjustment, contact support@lofthome.us within the 30-day period and include your order number.

Once verified, the eligible price difference will be issued as a Loft Home store credit for a future purchase.

Price protection:

  • Applies only to orders placed through lofthome.us;
  • Applies only to the same product, size, material, color, and configuration;
  • Does not provide a cash or original-payment-method refund;
  • Is limited to one price adjustment per eligible product;
  • Does not apply to third-party websites or marketplaces;
  • Does not include differences in delivery charges or taxes;
  • Does not apply to pricing errors; and
  • Does not apply to personalized codes, free gifts, bundle offers, clearance, final-sale products, or other promotions expressly excluded by their terms.

The store credit cannot be transferred, reused, or redeemed for cash.

Canceling an order in order to repurchase it at a lower price remains subject to the cancellation rules in this policy, and any new order will receive a new price, product allocation, and estimated delivery date.

15. Delivery

Please review our Delivery Terms for information about:

  • Delivery charges;
  • Estimated lead times;
  • Third-party carrier scheduling;
  • Furniture delivery locations;
  • Access and measurement requirements;
  • Delayed deliveries;
  • Storage;
  • Redelivery;
  • Proof of Delivery; and
  • Reporting shipping damage.

Estimated shipment and delivery dates are not guaranteed unless expressly confirmed by Loft Home in writing.

Once merchandise has been physically handed to a carrier, it cannot be canceled or recalled solely because the estimated delivery date changes.

16. Rights Required by Law

Nothing in this policy limits any refund, cancellation, warranty, or consumer right that cannot legally be excluded or waived.

If an order has not yet been shipped, we will provide any delay notice, consent option, cancellation right, or refund required by applicable law.

Under the federal Mail, Internet, or Telephone Order Merchandise Rule, “shipment” occurs when merchandise is physically placed in the possession of the carrier.

17. Contact Us

For order changes, cancellations, refunds, product issues, or questions about this policy, please contact us through our Contact Us page or email to support@lofthome.us.

Please include your order number and sufficient information for us to review your request efficiently.

 

This Sales and Refunds Policy is issued and administered by:

LOFT HOME US, LLC
Delaware File Number: 10695732
Registered Office: 131 Continental Drive, Suite 305, Newark, DE 19713

This registered office is maintained for corporate and legal purposes only. It is not a retail store, showroom, warehouse, customer-service center, delivery location, or return facility. Please do not send products, returns, or claim documents to this address.