LOFTGRAIN · CUSTOMER CARE

Return & Refund Policy

We want you to feel confident when choosing furniture and home essentials from loftgrain. This policy explains your options for returns, exchanges, cancellations, and refunds, including how we handle furniture that arrives damaged or does not match your order.

Policy at a Glance

Return and exchange window: 14 days after receiving your order.

Change-of-mind returns: Accepted within the 14-day window, subject to the conditions below.

Refund processing: Typically 3–7 days after the return has been received and assessed, subject to the 14-day refund deadline described below.

Bank processing: Typically 5–10 days after a refund is issued.

Customer support: plankwright@loftgrain.com

1. Your 14-Day Right to Cancel and Return

You may cancel your purchase for any reason within 14 days after you, or someone you designate, receives the product. You do not need to provide a reason for changing your mind.

For an order delivered in multiple shipments, the 14-day period begins when the final item in that order is received.

To exercise this right, you must notify loftgrain of your decision before the 14-day period expires. You may contact us by email or use the withdrawal form provided at the end of this policy.

Your cancellation request is considered timely if you send your notice before the 14-day deadline. Once you notify us, you must send the goods back without undue delay and no later than 14 days after communicating your decision to cancel.

2. Return Eligibility and Furniture Condition

Furniture and home products should be handled with reasonable care while you decide whether they are suitable for your space.

When preparing a return, please:

• Include all components, hardware, accessories, and assembly instructions supplied with the product.
• Use the original packaging whenever available, or other protective packaging suitable for the item's size, weight, and materials.
• Protect wooden surfaces, upholstered sections, glass panels, metal finishes, corners, and other vulnerable parts from damage during return transportation.
• Disassemble furniture carefully where appropriate and keep small parts together to avoid loss or damage.

You may inspect a product as reasonably necessary to determine its nature, characteristics, and functionality. However, you may be responsible for any reduction in value caused by handling beyond what is reasonably necessary for that purpose.

Opening packaging or assembling an item does not automatically eliminate your 14-day cancellation right. Any applicable deduction will be based on the actual reduction in value rather than an automatic restocking penalty.

3. How to Request a Return

To begin a return, email plankwright@loftgrain.com with your order number, the item you wish to return, and your decision to cancel or request an exchange.

You may also use the cancellation form included below. Providing a reason is optional for a change-of-mind return.

Our support team will provide return instructions appropriate to the product. Because furniture can be large, heavy, or fragile, please contact us before arranging transportation so that the item can be returned safely.

Do not send products to our business contact address unless our team has expressly confirmed that it is the appropriate return destination. The contact address listed below is not automatically a return receiving location.

4. Return Shipping and Transportation Costs

For a voluntary change-of-mind return, the customer is responsible for the direct cost of returning the product, unless loftgrain agrees otherwise or applicable law requires a different arrangement.

Return transportation costs may vary depending on the item's dimensions, weight, packaging requirements, and the type of carrier service needed. Large furniture may require specialized handling rather than standard parcel shipping.

Please ensure that returned items are securely packaged. Damage caused by inadequate return packaging or unnecessary handling may affect the amount refundable, to the extent permitted by applicable law.

If a return is necessary because we supplied the wrong product or the item arrived damaged or defective, please contact us before paying for return transportation. We will arrange an appropriate resolution without requiring you to bear the reasonable return shipping costs associated with our error or a verified product issue.

5. Refunds and Processing Times

When you exercise your 14-day right to cancel, loftgrain will reimburse all payments received from you for the canceled purchase, including the cost of the least expensive standard delivery option offered for that purchase.

Additional charges resulting from your choice of an upgraded or more expensive delivery method are not included in the standard delivery reimbursement.

We may withhold reimbursement only until we have received the returned goods or you have supplied evidence that you have sent the goods back, whichever occurs first.

Once the return has been received and assessed, refunds are typically processed within 3–7 days, provided this does not extend the applicable 14-day reimbursement deadline. If acceptable proof of return shipment is supplied first, we will not delay reimbursement solely because the goods have not yet arrived.

Refunds will be issued using the original payment method unless you expressly agree otherwise. No additional refund processing fee will be charged by loftgrain.

After we issue the refund, your bank or payment provider typically requires another 5–10 days to post the funds to your account. This is an external financial processing period, not an extension of loftgrain's refund issuance deadline. Actual posting times depend on your financial institution.

6. Exchanges

If you would prefer a different item, size, or finish, you may request an exchange within 14 days after receiving your order.

Please contact our customer support team with your order number and the product you would like instead. We will review your request based on product availability and the condition of the original item.

Differences in product prices and any applicable return transportation costs will be explained before you proceed with a voluntary exchange.

If a direct exchange cannot be arranged, you may exercise your return and refund rights and place a separate order for the preferred product. An exchange request does not reduce or replace your 14-day cancellation right.

7. Damaged, Defective, or Incorrect Items

We understand that furniture requires extra care during handling and delivery. If your order arrives damaged, defective, incomplete, or different from what you purchased, please contact us as soon as reasonably possible after discovering the issue.

To help us assess the situation, please include:

• Your order number and the affected product.
• A brief description of the problem.
• Clear photographs of the affected area, if available.
• Photographs of any visible packaging damage, if available.

Please retain the packaging when practical until the issue has been reviewed. Do not continue assembling or using furniture if doing so could create a safety risk or cause further damage.

Depending on the circumstances, an appropriate resolution may include replacement components, an exchange, or a refund. We will discuss the available options with you and address the issue in accordance with applicable consumer protection requirements.

Providing photographs can help us resolve an issue efficiently, but the absence of photographs does not automatically invalidate your rights. Nothing in this section limits any rights or remedies available under applicable law.

8. Natural Materials, Dimensions, and Product Characteristics

Furniture made with natural materials may display variations in grain, knots, texture, color, and surface pattern. These characteristics can be part of the material's natural appearance and do not necessarily indicate a defect.

Colors may also appear slightly different depending on lighting conditions and screen settings. Please review the product description, dimensions, materials, and care information before purchasing.

Natural material variation should be distinguished from manufacturing defects, damage, or products that materially differ from their descriptions.

These considerations do not restrict your 14-day right to return a product without giving a reason, nor do they limit any applicable legal remedies for defective or misrepresented goods.

9. Assembly, Use, and Product Care

Please follow the assembly, installation, cleaning, and maintenance instructions supplied with your furniture. Proper handling helps preserve the product's appearance, stability, and functionality.

Avoid exposing furniture to conditions that are unsuitable for its materials, such as excessive moisture, prolonged direct sunlight, or cleaning products that may damage the finish.

Damage caused by improper assembly, accidental impact, unsuitable cleaning products, or use inconsistent with the product's intended purpose may be considered when assessing a claim or any reduction in value.

Normal handling necessary to inspect a product does not automatically disqualify it from a change-of-mind return. Your statutory rights concerning defective products remain unaffected.

10. Order Cancellation Before Delivery

If you decide to cancel an order before it arrives, please notify us by email as soon as possible.

If the order has not yet entered the shipping process, we will review whether fulfillment can be stopped. If the order has already shipped, delivery may still take place, and we will provide instructions for returning the product.

A shipment already in transit does not remove your applicable cancellation rights. Any refund due following a valid withdrawal will be handled according to Section 5 of this policy.

11. Shipping Information for U.S. Customers

loftgrain provides delivery within the United States.

The shipping threshold is based on the merchandise subtotal before shipping. The applicable currency for the 99.99 threshold is the currency displayed at checkout.

The delivery estimates above are separate from the time required to process an order. Furniture size, carrier handling requirements, and transportation conditions may affect actual delivery dates.

All applicable taxes and related charges are included in the product prices displayed on our website. You will not be required to pay additional taxes, duties, or related import charges beyond the product price and any disclosed standard shipping charge.

If a canceled purchase qualifies for a refund of the original standard delivery charge, that reimbursement will be calculated according to Section 5.

12. Model Withdrawal Form

You may use the following form to notify us that you wish to withdraw from your purchase. Using this form is optional; a clear statement sent by email is also sufficient.

You may copy the completed information into an email and send it to our customer support address. You do not need to print or physically sign the form when submitting it electronically.

13. Consumer Rights and Policy Interpretation

This policy describes the return, exchange, and refund commitments offered by loftgrain to customers purchasing through our website.

Our 14-day change-of-mind cancellation policy is a store commitment and should not be interpreted as a statement that all U.S. purchases are subject to a uniform federal cooling-off period.

Nothing in this policy excludes, restricts, or waives consumer rights or remedies that cannot lawfully be limited under applicable federal or state law.

If any provision conflicts with a mandatory legal requirement, the applicable legal requirement will control, and the remaining provisions will continue to apply to the extent permitted by law.

14. Contact loftgrain

If you have questions about a return, exchange, refund, damaged delivery, or your cancellation rights, please contact our customer support team. Include your order number when available so we can identify your purchase.

loftgrain · Thoughtful furniture, clear customer care.