Return and exchange policy

Order Cancellation Before Shipment

You may cancel your order at any time before it has been processed or shipped. We fully respect your decision and are committed to supporting you throughout the process. In such cases, a full refund will be issued to your original payment method, with no additional conditions or fees.

Returns & Exchanges Within the Valid Period

For all home products purchased through our platform, you may request a return or exchange within 30 days from the purchase date, provided that all applicable conditions are met.

Product Defects & Order Errors

If the item you receive is damaged (e.g., cracked wooden components that affect usability) or if we mistakenly send the wrong model, color, or size, you are eligible to request:

• A full or partial refund, or
• A replacement product

The final solution will depend on the specific situation.

Return & Exchange Conditions

To qualify for a return or exchange, the item must meet the following requirements:

• The product must be brand new and unused, with no scratches, stains, wear, or user-caused damage
• We strongly recommend keeping the original packaging to ensure safe return shipping; if unavailable, please use suitable protective packaging
• All accessories, manuals, warranty cards, and included components must be returned
• Product tags and labels must remain intact and undamaged

How to Request a Refund or Exchange

1. Submit Your Initial Request

You may contact us via:

• Email: Include your order number and a clear explanation of your request (e.g., design mismatch, décor incompatibility, quality issues). The more detailed your description, the faster we can assist you
• Phone: Our customer service team will guide you step by step

2. Review & Verification

Our support team will carefully review your request by:

• Verifying order and payment details in our system
• Checking whether the request is within the 30-day return period
• Assessing the product condition and reported issue

3. Return Shipment (After Approval)

If your request is approved, we will provide the official return address via email or phone. Please follow these instructions:

• Pack the item securely to avoid damage during transport
• Include a note or form with your order number, product details, and return reason
• Use a trackable shipping service

Each package includes a return label. Please use it if available. If it is missing, contact customer support for assistance.

4. Refund Inspection & Processing

Once we receive the returned item, it will be inspected promptly. If all conditions are satisfied, the refund will be approved and processed.

Refund Method & Timeline

• Processing time: Within 5 business days after inspection approval
• Method: Refunds are issued to the original payment method for security and traceability

Shipping Cost Policy

• Customer-related returns (change of mind, personal reasons): Shipping costs are borne by the customer
• Company-related issues (defects or incorrect items): We cover all return shipping costs and provide either a full refund or replacement. The return label can be used at no cost
• Non-compliant returns: Requests may be declined if the product is damaged due to misuse, missing original packaging, or not suitable for resale

Contact Information

For any questions regarding cancellations, returns, or exchanges:

Phone: +1 (210) 435-9028
Email: assist@loftnovaa.com
Address: 10001 FONDREN RD APT 801, HOUSTON, TX 77096, United States
Business Hours: Monday to Friday, 9:00 – 12:30 & 14:00 – 18:00 (EST)