LOFTGRAIN · CUSTOMER INFORMATION

Terms of Service

Welcome to loftgrain. These Terms of Service explain the conditions that apply when you browse our website, purchase furniture and home products, or use our customer support services. Please read them carefully before placing an order.

Understanding These Terms

By accessing our website or placing an order, you agree to these Terms of Service to the extent permitted by applicable law.

These terms establish the general conditions governing purchases, payments, delivery, returns, customer responsibilities, and use of our website.

Nothing in these terms is intended to exclude or restrict consumer rights that cannot lawfully be waived.

1. About loftgrain

loftgrain operates an online retail website offering furniture and home products to customers in the United States.

Throughout these Terms of Service, the terms "loftgrain," "we," "us," and "our" refer to the business identified in the Contact Information section below.

The terms "you," "your," and "customer" refer to individuals who browse our website, communicate with us, or purchase products through our online store.

2. Eligibility and Website Use

You must have the legal capacity to enter into a purchase agreement under the laws applicable to you, or obtain appropriate authorization from a parent or legal guardian.

You agree to use our website for lawful purposes and to provide accurate information when completing purchases or requesting customer assistance.

You must not:

• Use the website for fraudulent, unlawful, or deceptive activities.
• Attempt to gain unauthorized access to our website, systems, or customer information.
• Introduce malicious software or interfere with website security or functionality.
• Use automated systems in a manner that materially disrupts our services.
• Misrepresent your identity or provide knowingly inaccurate payment or delivery information.

3. Product Information and Descriptions

We aim to provide clear and useful information about the furniture and home products offered on our website.

Product listings may include dimensions, materials, colors, finishes, product features, assembly requirements, care instructions, and other relevant specifications.

Because furniture is often selected for a particular room or purpose, we encourage you to review measurements and product details carefully before purchasing.

Product photographs are intended to represent the appearance of the items offered. Actual colors may vary slightly because of lighting conditions, display settings, and the characteristics of individual materials.

We will address material inaccuracies or discrepancies in accordance with applicable consumer protection laws and our Return & Refund Policy.

4. Natural Materials and Furniture Characteristics

Furniture made from natural materials may display variations in grain, knots, texture, shade, or surface pattern. Such variations can be inherent characteristics of the materials rather than manufacturing defects.

Wood, fabric, metal, glass, and other furniture materials may respond differently to temperature, humidity, sunlight, cleaning products, and normal household use.

Minor natural variations should be distinguished from damage, manufacturing defects, or products that materially differ from their advertised descriptions.

Nothing in this section limits your right to return eligible products within the applicable return period or seek remedies for defective or misrepresented goods.

5. Product Availability

Products displayed on our website are offered subject to availability.

Occasionally, an item may become unavailable after an order is submitted because of inventory changes, fulfillment issues, or circumstances affecting supply.

If we cannot fulfill an accepted order, we will notify you and explain the available options, which may include an appropriate alternative or cancellation and refund.

We will not substitute a materially different product without your agreement.

6. Pricing, Taxes, and Additional Charges

Product prices are displayed on our website and confirmed during checkout.

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

Shipping charges, where applicable, are presented separately according to the shipping terms described below.

We may update product prices from time to time. Price changes do not retroactively alter the agreed price of an accepted order.

If a material pricing error is identified, we will contact you before proceeding with any affected transaction. We will not impose an increased price on an accepted order without your agreement.

7. Orders and Purchase Confirmation

When placing an order, you are responsible for reviewing the selected products, quantities, specifications, delivery address, and payment information before submitting your purchase.

After an order is submitted, an electronic confirmation may be sent to the email address provided during checkout.

An automated acknowledgment confirms receipt of your order request but does not necessarily mean that every item is available or that fulfillment has been completed.

We may contact you if additional information is required to process an order or resolve an issue affecting fulfillment.

If an order cannot be accepted or fulfilled, any payment already collected for the canceled portion will be refunded in accordance with applicable law.

8. Payment Terms

Payment must be completed using an accepted payment method made available during checkout.

By submitting payment information, you confirm that you are authorized to use the selected payment method.

Payment transactions may be processed by independent payment service providers and may be subject to their applicable security procedures and terms.

We may review or temporarily hold an order where reasonably necessary to verify a transaction or investigate suspected fraudulent activity.

If payment cannot be authorized or completed, we may be unable to process the associated order.

9. Shipping and Delivery Within the United States

loftgrain provides delivery to customers within the United States.

The free shipping threshold is calculated using the merchandise subtotal before shipping. The applicable currency for the 99.99 threshold is the currency displayed at checkout.

Order processing and delivery are separate stages. The estimated delivery period begins after shipment, not when the order is initially placed.

Delivery estimates may be affected by carrier operations, transportation conditions, the size and weight of furniture, or other circumstances outside normal shipping operations.

We will address shipping delays, delivery failures, and other fulfillment issues in accordance with applicable consumer protection requirements. Delivery estimates do not eliminate any cancellation or refund rights provided by law.

10. Furniture Delivery and Receiving Your Order

Furniture products may require additional care during transportation because of their dimensions, weight, packaging, or fragile components.

Please ensure that the delivery information provided during checkout is accurate and that the delivery location is reasonably accessible for the product ordered.

Before purchasing large furniture, we recommend checking relevant measurements, including doorways, hallways, staircases, elevators, and the intended placement area.

When your order arrives, inspect the external packaging and product when reasonably possible. If you notice visible damage, missing components, or an incorrect item, please contact our customer support team.

Failure to identify damage immediately upon delivery does not automatically waive your rights regarding defective, damaged, or nonconforming goods.

11. Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible at plankwright@loftgrain.com.

Requests to modify product selections, quantities, or delivery information may be subject to the order's fulfillment status.

If an order has already shipped, we may not be able to stop the shipment or change its destination.

An order already in transit does not automatically remove your applicable cancellation or return rights. Eligible cancellations and refunds will be handled under our Return & Refund Policy.

12. 14-Day Returns and Exchanges

loftgrain offers a 14-day change-of-mind return and exchange period for purchases made through our website.

You may notify us of your decision to withdraw from a purchase within 14 days after receiving the product, without providing a reason.

For orders delivered in multiple shipments, the period begins when the final item is received.

After notifying us of your decision, you must return the goods without undue delay and no later than 14 days after communicating your withdrawal.

Products should be handled with reasonable care and returned with their supplied components and accessories. Opening packaging or assembling an item does not automatically remove your cancellation right.

For voluntary change-of-mind returns, the customer is responsible for the direct return shipping cost unless otherwise agreed or required by applicable law.

Please contact customer support for return instructions appropriate to the size, weight, and packaging requirements of your furniture. The complete return conditions and optional withdrawal form are provided in our Return & Refund Policy.

13. Refunds and Reimbursement

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

Additional delivery charges resulting from your selection of a more expensive shipping option are not included in the standard delivery reimbursement.

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

After a return has been received and assessed, refunds are typically processed within 3–7 days, provided that this does not extend the applicable 14-day reimbursement deadline. Acceptable proof of return shipment will be considered in accordance with the rule above.

Refunds are issued using the original payment method unless you expressly agree otherwise. loftgrain does not charge an additional refund processing fee.

Once a refund has been issued, your bank or payment provider typically requires 5–10 days to post the funds to your account. This external processing period is separate from our refund issuance deadline.

14. Damaged, Defective, or Incorrect Products

If a product arrives damaged, defective, incomplete, or materially different from what you ordered, please contact our customer support team as soon as reasonably possible.

When available, please provide your order number, a description of the issue, and photographs showing the affected product or packaging.

Depending on the circumstances, an appropriate resolution may include replacement parts, an exchange, or a refund.

If a return is required because of our error or a verified product defect, we will arrange an appropriate solution without requiring you to bear reasonable return transportation costs associated with that issue.

Your legal rights concerning defective or misrepresented goods are not limited by the voluntary 14-day change-of-mind return period.

15. Furniture Assembly and Installation

Some furniture products may require assembly or installation after delivery. Please review the relevant product information and follow any instructions supplied with the item.

Before assembly, check that the components and hardware correspond to the supplied instructions.

Furniture should be assembled on an appropriate surface using suitable tools and reasonable care. Products requiring anchoring or other safety precautions should be installed in accordance with the manufacturer's instructions.

If components appear damaged, missing, or incompatible, stop assembly and contact customer support for assistance.

Improper assembly or modifications may affect product safety and may be relevant when evaluating damage claims, but do not eliminate rights or remedies that cannot lawfully be restricted.

16. Product Care and Responsible Use

Furniture should be used for its intended purpose and maintained according to the applicable product care instructions.

Appropriate care may include avoiding excessive moisture, unsuitable cleaning chemicals, prolonged exposure to direct sunlight, or loads exceeding the product's intended capacity.

Customers should take reasonable precautions when moving, assembling, cleaning, or repositioning heavy furniture.

We are not responsible for damage attributable solely to misuse or unauthorized alterations to the extent permitted by applicable law. This provision does not limit liability for defective products, inaccurate instructions, or other matters for which liability cannot legally be excluded.

17. Customer Accounts and Information Accuracy

If our website offers customer account functionality, you are responsible for maintaining the confidentiality of your login credentials and using reasonable care to protect access to your account.

You agree to provide accurate contact, billing, and delivery information when placing orders or using account-related services.

Please notify us if you identify an unauthorized transaction or believe that your account information has been compromised.

We may take reasonable steps to protect website security and investigate suspicious account activity, consistent with applicable law.

18. Intellectual Property

The website's original text, graphics, branding, design elements, product presentation, and other protected materials may be subject to copyright, trademark, and other intellectual property rights.

Unless permitted by applicable law or authorized by the relevant rights holder, you may not reproduce, distribute, commercially exploit, or misrepresent protected website content.

You may use website content for ordinary personal shopping activities, including reviewing product details and retaining purchase information.

References to third-party trademarks or materials do not imply that loftgrain owns those rights.

19. Customer Reviews and Submitted Content

If our website provides product reviews, feedback features, or other customer submission options, you are responsible for the accuracy and lawfulness of the content you choose to submit.

Customer submissions must not contain unlawful material, malicious content, unauthorized personal information, or material that infringes the rights of others.

We may moderate or remove content that violates these terms, applicable law, or reasonable website security requirements.

We will not require customers to provide misleading reviews or waive legally protected rights to express truthful opinions about their purchases.

20. Privacy and Personal Information

We process personal information in connection with website operations, order fulfillment, payment administration, delivery coordination, returns, and customer service.

Our Privacy Policy provides additional information about the categories of personal information involved, relevant processing purposes, disclosures to service providers, and applicable consumer privacy rights.

Please review our Privacy Policy for information about how personal information is handled when using our website.

21. Third-Party Services and External Links

Our website may contain links to third-party websites or use external services that support payments, shipping, website functionality, or other aspects of the shopping experience.

Independent third-party websites and services may operate under their own terms and privacy policies.

We are not responsible for independent third-party content or practices outside our control, except where applicable law imposes responsibility on us.

22. Website Availability and Technical Issues

We seek to maintain a functional and accessible online shopping experience. However, website access may occasionally be interrupted by maintenance, technical issues, connectivity problems, or circumstances beyond our reasonable control.

We may make reasonable changes to website functionality to maintain security, correct technical problems, or improve the shopping experience.

Temporary website interruptions do not remove contractual obligations or consumer remedies arising from accepted orders.

23. Warranties and Consumer Protections

Furniture and home products are subject to any warranties, representations, and consumer protections that apply under relevant law.

Product-specific warranty information, where applicable, should be read together with the relevant product description or documentation.

We do not intend to exclude warranties or remedies that cannot legally be disclaimed, including applicable rights concerning defective, unsafe, or misrepresented products.

Nothing in these terms prevents a customer from exercising rights available under applicable federal or state consumer protection laws.

24. Limitation of Liability

To the extent permitted by applicable law, loftgrain will not be responsible for losses caused solely by circumstances outside our reasonable control or by a customer's misuse of products contrary to applicable instructions.

Any limitation of liability under these terms applies only to the extent legally permitted and does not exclude liability that cannot lawfully be limited.

Nothing in these terms excludes or limits liability for fraud, intentional misconduct, or other matters for which applicable law prohibits exclusion or limitation.

These terms do not restrict your rights to obtain refunds, replacements, damages, or other remedies where required by applicable consumer protection law.

25. Events Beyond Reasonable Control

Certain events beyond our reasonable control may affect the ability to process or deliver orders. These may include severe weather, natural disasters, transportation disruptions, labor interruptions, government restrictions, or significant technical failures.

If such circumstances affect an order, we will take reasonable steps to communicate relevant information and address the situation.

This provision does not eliminate cancellation, refund, or other remedies that customers are entitled to receive under applicable law.

26. Complaints and Dispute Resolution

If you experience an issue with an order, delivery, refund, or product, we encourage you to contact our customer support team so that we can review the matter.

Please provide your order number, a description of the concern, and any relevant supporting information.

We will consider the circumstances and seek a reasonable resolution consistent with our published policies and applicable law.

Nothing in these terms requires you to waive statutory rights, submit to mandatory arbitration, or give up access to courts or regulatory authorities where such rights are available under applicable law.

27. Applicable Law

These Terms of Service are interpreted in accordance with applicable laws governing the relevant transaction and the parties involved.

Because loftgrain serves customers in the United States, mandatory federal and state consumer protection requirements may apply depending on the circumstances of a purchase.

Nothing in these terms is intended to deprive customers of mandatory protections available under applicable law.

28. Relationship With Other Store Policies

These Terms of Service should be read together with our Return & Refund Policy, Privacy Policy, and other applicable information displayed during the purchasing process.

Our Return & Refund Policy provides more detailed procedures for exercising the 14-day cancellation right, arranging furniture returns, requesting exchanges, and obtaining refunds.

Our Privacy Policy explains how personal information is processed in connection with shopping and customer service activities.

If a general provision of these terms conflicts with a more specific customer protection expressly provided in another applicable store policy, the provision offering that protection will govern, subject to mandatory legal requirements.

29. Changes to These Terms

We may revise these Terms of Service to reflect changes in our operations, website functionality, product offerings, or applicable legal requirements.

Revised terms will be made available on our website. Where legally required, we will provide appropriate notice or obtain consent.

Changes will not retroactively reduce contractual rights associated with an accepted purchase without a lawful basis or the customer's agreement where required.

30. Severability and Interpretation

If any provision of these Terms of Service is determined to be invalid or unenforceable under applicable law, that provision will be limited or disregarded only to the extent necessary.

The remaining provisions will continue to apply to the extent legally permissible.

Section headings are included for convenience and do not independently alter the meaning of the provisions they introduce.

31. Contact Information

If you have questions about these Terms of Service, your order, furniture delivery, returns, refunds, or customer support, please contact loftgrain using the information below.

loftgrain · Thoughtful furniture, dependable service.