Returns & refunds
Your cancellation, return and refund rights when buying from The Loft UK online.
Changing your mind
For most goods bought online, you may cancel without giving a reason by telling us within 14 days after the goods are delivered to you (or to the person you nominate to receive them). After telling us, you normally have a further 14 days to send the goods back.
Please contact us at hello@theloftuk.co.uk and include your order reference. You are responsible for the direct cost of returning change-of-mind goods unless we agree otherwise or the law requires us to pay it.
Condition of returned goods
You may inspect goods as you would in a shop. We may make a lawful deduction if handling beyond that needed to establish the nature, characteristics and functioning of the goods reduces their value.
Refunds
Where the statutory cancellation right applies, we will refund the price paid and any standard outbound delivery charge that was paid. Our current standard UK delivery charge is £0. We will make the refund using the original payment method unless you agree otherwise.
For returned goods, we may wait until we receive the goods back or you provide evidence that you sent them back. Refunds will then be made within the period required by law.
Faulty, damaged or incorrect goods
If goods are faulty, not as described, damaged on arrival or we sent the wrong item, contact us as soon as possible. Your rights under consumer law are separate from, and are not reduced by, the change-of-mind policy above.
Items that may be excluded
Some goods can be excluded from the change-of-mind cancellation right where the law allows, for example certain personalised, perishable or sealed hygiene goods after unsealing. If an exception applies to a product, we will make that clear before purchase. This does not remove rights relating to faulty or misdescribed goods.
Model cancellation notice
You do not have to use this wording, but you can copy it into an email or letter:
Order reference: [reference].
Ordered on / received on: [date].
Name: [name].
Address: [address].
Date: [date].
Send it to The Loft UK / JG Smith, The Loft UK, 6 Lufton Close, The Rings, TS17 5LR, or by email to hello@theloftuk.co.uk.
Who we are
The Loft UK is operated by JG Smith.
Trading and returns address: The Loft UK, 6 Lufton Close, The Rings, TS17 5LR
Email: hello@theloftuk.co.uk
Last updated: 12 September 2026