Refund policy

Thank you for shopping at LOFTPET. If you are not entirely satisfied with your purchase, we are here to help.

1. Returns

You have 14 calendar days from the date of delivery to request a return. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition you received it.

To initiate a return, please email us at contact@loftpet.com with your order number and the reason for the return. Our team will respond within 2 business days with return instructions.

2. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed to your original payment method within 5–10 business days. Depending on your bank or payment provider, it may take an additional 3–5 business days for the refund to appear on your statement.

3. Exchanges

We accept exchanges for a different size, color, or variant of the same product. To request an exchange, email us at contact@loftpet.com within 14 calendar days of delivery. Exchanges are subject to product availability.

4. Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 3 calendar days of delivery with clear photos of the item and its packaging. We will arrange a replacement or full refund at no additional cost to you.

5. Return Shipping

Return shipping costs are the responsibility of the customer, unless the return is due to a damaged, defective, or incorrectly shipped item. In those cases, LOFTPET will cover return shipping.

6. Non-Returnable Items

Items that show signs of use, wear, or damage caused by the customer are not eligible for return or refund.

7. Late or Missing Refunds

If you have not received your refund within the expected timeframe, please check with your bank or payment provider first. If you have done so and still have not received your refund, contact us at contact@loftpet.com and we will look into it.