Refund policy

Returns

We have a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. An item that is worn, used or without tags cannot be returned, even if it is defective, damaged or the wrong item. You'll also need the receipt or proof of purchase.

To start a return, contact us at customer@loff.au and include your order number and any relevant photos.

If your return is accepted, we will email you the return address in Upper Mount Gravatt, QLD. Customers pay standard return postage. We prefer Australia Post, but you may use any carrier. You are responsible for the parcel until it reaches us, including any loss or damage in transit. If your item is defective, damaged or not the item you ordered, we will email you a free prepaid return label instead.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at customer@loff.au.

Damages and issues

Please inspect your order upon receipt and contact us within 30 days if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.

Please take photos of the package and the product and email us at customer@loff.au. If we accept the return, we will email you a free prepaid return label.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on gift cards. Sale items are last items only and cannot be returned for a change of mind. If a sale item arrives defective, damaged or not the item ordered, contact us at customer@loff.au. Our standard remedy is a refund. If you ask for a replacement and we have the same item in stock, we can replace it instead. This does not affect your rights under the Australian Consumer Law, including your right to choose a refund or a replacement for a major failure.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, then make a separate purchase for the new item.

Refunds

We will notify you once we've received and inspected your return and let you know whether the refund has been approved. If approved, you'll be automatically refunded on your original payment method within 10 business days of us receiving your return. Please remember it can take some time for your bank or credit card company to process and post the refund, too.

If more than 15 business days have passed since we received your return, please contact us at customer@loff.au.