Return, Exchange, or Refund Policy

1. Return Conditions

Customers have a maximum of 15 days from the date of receiving the order to submit a return request.

Return requests are accepted under the following conditions:

• The item received does not match the order placed.
• The product has defects or damage identified at the time of delivery.
• The customer chooses to return the product within the allowed period, provided the item is returned in its original condition, unused, unassembled, with original packaging and all included accessories.

A return shipping label is included inside the package upon delivery.

2. No Direct Exchange

For operational and stock availability reasons, our store does not offer direct exchanges.

If a customer wishes to obtain a different model or variation, the original product must be returned first, and a new order can be placed after the refund has been completed.

3. Order Cancellation

Customers may request order cancellation within a maximum of 24 hours after payment confirmation.

If the order has already been dispatched or the specified time period has passed, cancellation will not be possible.
In such cases, customers must wait for delivery and then submit a return request according to the return procedure.

4. Request Procedure

To submit a return or refund request, customers must contact our store’s customer support via email and provide the following details:

Order number
Reason for the request
Photographs if the product is damaged or defective

5. Return Shipping

The return label is already included inside the package received by the customer.

If the product is defective or incorrect, our store will cover the return shipping cost in accordance with consumer guarantees under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010).

If the return is requested for personal reasons, the return shipping cost will be the responsibility of the customer.

The product must be returned properly packaged, in good condition, and complete with all original accessories.

6. Processing Time

Once the returned product is received and verified, the refund will be processed within 2–3 business days.

After completion, the customer will receive a confirmation.

7. Refund Method

The refund will be issued using the same payment method selected at the time of purchase.

The actual time for funds to appear may vary depending on the processing time of the financial institution or payment service provider.

8. Customer Contact — Store

For any enquiries regarding returns or refunds, please contact:

Phone: +81 (708) 929 80 92
Email: yourhelpdesk@loftgoyard.com
Address: 3-21-5 HASHINOUCHI, IBARAKI-SHI, OSAKA 567-0805, JAPAN
Customer Service Hours: Monday to Friday, 8:10 AM – 5:10 PM (AEST), excluding Australian public holidays
Delivery Area: Australia

Our store is committed to providing a transparent and reliable return process, ensuring customer rights are protected under the Australian Consumer Law (Competition and Consumer Act 2010).