Refund policy

Your right of withdrawal (EU). If you are a consumer in the EU, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason. To exercise this right, email support@hellolofte.com with your order number before the 14-day period expires. After notifying us, you have 14 days to return the item. We will reimburse you using the same payment method. We may withhold reimbursement until we receive the returned item or you provide proof that it was sent back.

Our 30-night comfort guarantee. In addition to your legal rights, we offer a 30-night trial. If LOFTE is not right for you within 30 days of delivery, email support@hellolofte.com with your order number and we will arrange a refund or exchange.

Return condition. New and gently used products are accepted. Items should be returned in resellable condition where reasonably possible. Please handle the product with care.

Return postage and fees. Customers are responsible for return postage for change-of-mind returns and returns made under the 30-night comfort guarantee. If the product is defective, damaged on arrival, or incorrect, LOFTE will cover reasonable return-postage costs. We do not charge a restocking fee.

How to start a return. Email support@hellolofte.com with your order number and the reason for the return. We will reply with the next steps and the return address. Refunds are processed within 5 business days after the returned product has been received and inspected.

Non-returnable items. Gift cards and clearly personalised items cannot be returned, except where required by law.

Nothing in this policy limits your mandatory consumer rights.