Our refund policy

Return Policy

We want you to be completely satisfied with your purchase. We understand that sometimes a return may be necessary, we have outlined our return policy below to ensure a smooth and transparent process. For returns please follow the link to submit your order information. A member of our customer service team will respond to you within 2 working days.

Return Period and Exemptions

Most items can be returned within 14 days from the date of delivery. However, please note that any made-to-order items or furniture that has been custom specified by a customer cannot be returned. We apologise for any inconvenience this may cause.

Conditions for Return

To be eligible for a return, the item must be in a re-sellable condition and returned in its original packaging and wrapping. Please ensure that the item has not been used, as we cannot accept returns for used products. If the item received was damaged, kindly inform us within 7 days of delivery.

Please note that sale items are non-returnable. This policy is in place because sale items are offered at a reduced price, often due to clearance or special promotions, and are therefore considered final sale.

Initiating a Return

To initiate a return, simply email us at info@loopandtwist.co.uk with your order number. Our customer service team will guide you through the process and provide further instructions.

Return Process and Charges

Once the item is picked up by our courier, it will be returned to our warehouse for inspection. If the returned item meets the necessary criteria, we will process the refund. Please note that customers are responsible for covering the return shipping cost and a restocking fee. The return charge is £50 for most chairs and stools, while bulky items such as sofa segments and armchairs carry a charge of £100 per item. The return shipping cost will be deducted from the refund amount.

Refunds

Refunds will be issued using the same original payment method used for the purchase. Once the returned items are received at our warehouse, we will process the refund within 5 working days.

Exchanges

If you would like to exchange a returned item for another product of equal or lesser value, we are happy to assist you. Please note that return fees will still apply in this case.

Order Cancellation

Please review your order carefully before finalising it, as we are unable to cancel orders once they have been processed. However, if you need to cancel an order, please notify us within 48 hours of placing it. If the order has already been shipped, you will need to accept the delivery and initiate a return following the instructions provided.

Made-to-Order and Customised Items

Unfortunately, made-to-order items and furniture that has been custom specified by a customer cannot be returned or cancelled. We appreciate your understanding regarding this policy.