1. Returns and Exchanges
Return services are available for eligible orders.
Exchange services are not offered.
Furniture items are typically large and involve specialised handling and higher logistics costs. Inventory structure and availability may also vary. For these reasons, direct exchanges are not supported. Where applicable, items may be returned for a refund, and customers may place a new order if an alternative product is required.
2. Order Cancellation Before Shipment
Orders cancelled within 48 hours of purchase and before shipment are eligible for a full refund.
Refunds are issued using the original payment method.
Orders placed more than 48 hours ago or already shipped cannot be cancelled. In such cases, customers are advised to receive the product and submit a return request within the applicable return period.
3. Return Eligibility and Conditions
Return requests must be submitted within 30 days of receiving the product.
Items must be unused, in good condition, and suitable for resale.
All original accessories, manuals, and included items must be returned together with the product.
Returns may not be accepted if items show signs of misuse, improper handling, customer-caused damage, or if the request is submitted outside the allowed timeframe.
4. Damaged or Incorrect Items
Products damaged during delivery may be eligible for a refund.
Products that do not match the original order may be eligible for a refund.
Depending on the circumstances, a full or partial refund may be offered after review. No return-related fees will be charged in these situations.
5. Return and Refund Request Process
Requests should be submitted by email as the preferred contact method.
The request must include the order number and the reason for the return or refund.
Each request is reviewed based on order status and eligibility conditions.
If approved, customers will be guided through the return process.
After the returned item is received and inspected, a refund will be initiated within 3 business days using the original payment method.
6. Return Method and Fees
A return label is included with the original shipment and should be used for eligible returns.
Returns due to a change of mind may result in deductions, such as the original shipping cost.
Returns related to product defects or delivery damage do not incur return fees.
Items damaged by the customer or not meeting return conditions are not eligible for a refund.
7. Refund Timing
Refunds are processed through the original payment provider.
The time required for funds to appear in the customer’s account depends on the policies of the relevant bank or payment institution.
8. Contact Information
Business Hours: Monday to Friday, 09:00–17:00
Email: payments@loftgetio.com
Phone: +81 (704) 131 12 92
Address: W1227, 1-4 NISHIHIRANUMA-CHO, NISHI-KU, YOKOHAMA, KANAGAWA 220-0024, JAPAN
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