Refund policy

At Loft Stilts, we take pride in the quality of our products and our customer service. If there’s an issue with your order, we’re here to help — transparently and fairly.

This policy applies to all purchases made from https://www.loftstilts.co.uk/ and is governed by UK consumer laws.

Returns

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

Eligible Returns

A return will be approved only in the following cases:

You received an incorrect item
The item arrived damaged or defective

To be eligible for a return:

The item must be unused
It must be in its original condition and packaging
Proof of purchase (order number or receipt) is required

How to Request a Return

To initiate a return, please contact us at:

📧 info@loftstilts.co.uk
📞 0121 274 3989

Please include:

Your order number
Reason for return
Clear photos (in case of damaged or incorrect items)

Returns sent without prior approval will not be accepted.

Exchanges

We do not offer direct exchanges.

The fastest and most efficient way to receive the correct product is to:

Request a return for the item you received
Once your return is approved, place a new order for the correct item

This ensures quicker processing and avoids stock delays.

Refunds

Once your return is received at our warehouse and inspected, we will notify you of the approval or rejection of your refund.

Approved Refunds

Refunds are issued to the original payment method
Refunds are processed within 1–2 business days after inspection
Shipping charges will be deducted from the refund amount

Please note: Original shipping fees are non-refundable unless the return is due to an error on our part.

Damaged or Incorrect Items

Please inspect your order upon delivery.

If your item is damaged or incorrect:

Contact us within 48 hours of delivery
Provide clear photos of the product and packaging

We will resolve the issue as quickly as possible.

Order Cancellation

Orders can be cancelled or modified only before 2:30 PM (UK time) on the day the order is placed
Once an order has been shipped, it cannot be cancelled