Refund Policy
Refund and Exchange Policy Last Updated: June 2026
At Lofty's Furniture, we want you to love your purchase. We stand behind the quality of our products and offer a straightforward return and exchange process under the following conditions.
Important: Policy Scope This Refund Policy applies exclusively to orders placed through our website at www.loftysfurniture.co.uk. Items purchased in-store are subject to a separate in-store policy. Please speak to a member of our team in-store for details.
Return Window You must initiate your return or exchange request within 15 days of receiving your order. Requests initiated after 15 days will not be accepted.
Eligibility for Returns and Exchanges For a product to be eligible for a return or exchange, it must meet all of the following conditions:
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The item must be unused.
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It must be in its original packaging.
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All tags, labels, and protective materials must be intact.
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The product must be in sellable condition (no damage, stains, scratches, or signs of assembly or use).
Please note that furniture items are large and often made to specific specifications. We encourage you to carefully review product dimensions, materials, and descriptions before purchase. For more information, please contact us at info@loftysfurniture.co.uk.
Exchanges We are happy to exchange your item for a different product, colour, or size, provided the item meets the eligibility conditions above. Please note that a redelivery fee will apply to all exchanges. To request an exchange, contact us at info@loftysfurniture.co.uk within 15 days of delivery with your order number.
UK Consumer Rights & Your Cooling-Off Period Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a statutory right to cancel your online order within 14 days of receiving your goods for any reason — no explanation needed. This is known as the cooling-off period. We voluntarily extend this to 15 days for your convenience.
Under the Consumer Rights Act 2015, if goods are faulty, not as described, or not of satisfactory quality, you have additional rights — including the short-term right to reject the goods for a full refund, usually within 30 days of purchase.
For full details on your consumer rights, please visit: Accepting returns and giving refunds: the law on GOV.UK.
Non-Refundable Items The following items are not eligible for return or refund (except where required by law):
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Custom or made-to-order furniture. Please note: custom orders are non-refundable once production begins.
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Clearance, sale, or final-sale items.
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Products that have been assembled or installed.
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Items damaged after delivery due to customer handling or misuse.
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Original shipping charges — these are non-refundable on change-of-mind returns. If your item is faulty or we made an error with your order, original shipping costs will also be refunded in full.
Return Process
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Contact our customer support team at info@loftysfurniture.co.uk within 15 days of delivery to initiate a return or exchange. Please provide your order number and photos of the item if requested.
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Once approved, you will receive return instructions and a return authorisation number.
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We will arrange collection of the item using our in-house team or one of our delivery partners.
Collection Fee: A fee of £49 will be deducted from your refund for change-of-mind returns. This fee covers the cost of collection and does not apply if the item is faulty, damaged on arrival, or if we made an error with your order — in those cases, collection is arranged at no cost to you.
Return Transit Responsibility Lofty's Furniture is not responsible for items lost or damaged in transit during return. We strongly recommend you arrange collection through our in-house team. If we are not arranging the collection, please use a tracked, insured service and retain proof of postage.
Refunds for Reduced Value Under the Consumer Contracts Regulations, if an item has been handled beyond what is reasonably necessary to inspect it, we reserve the right to make a deduction from your refund to reflect any reduction in the value of the goods. We will notify you of any such deduction before processing your refund.
Inspection and Refund Timeline
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Once we receive the returned item, our team will inspect it to ensure it meets the eligibility criteria.
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We aim to process refunds within 7 business days of inspection. Please note that your bank or payment provider may take an additional 5–10 business days for the refund to appear on your statement.
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Refunds are issued to the original payment method used at checkout.
If a return is not approved: We will notify you of the reason. The item will be returned to you at your expense, or held for collection. We are unable to issue a refund for items that do not meet the eligibility criteria.
⚠️ Received a Damaged or Faulty Item?
Please act within 3 working days of delivery.
If your item arrives damaged, defective, or not as described, contact us immediately at info@loftysfurniture.co.uk with:
Your order number
Clear photos of the damage or fault
We will arrange a free collection and offer you a full replacement or refund — whichever you prefer. You will not be charged any collection fee, and your original shipping costs will be refunded in full.
This is in line with your rights under the Consumer Rights Act 2015.
Changes to This Policy Lofty's Furniture reserves the right to update this Refund Policy at any time. Any changes will be posted on this page with the updated date. Nothing in this policy affects your statutory consumer rights.