Refund policy
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. And the most important condition is that your items are still under guarantee.
Before you claim a refund Please read the below terms carefully:
LOFTEK Limited Warranty (12 Months)
In addition to our 30-day return policy (see “30-Day Money-Back Guarantee” below), LOFTEK offers the following limited warranty for all products we sell directly. This limited warranty applies only to the original purchaser.
Note: In order to receive warranty fulfillment or services, you must present the order number and confirmation from your LOFTEK purchase. We do not guarantee warranty benefits for customers without a valid order number.
I. What the Warranty Covers
This warranty covers the purchaser of any LOFTEK product. It warrants the product(s) against manufacturing or workmanship defects for a period of 12 months, starting from the date of purchase.
During this period, we will refund or replace any defective or malfunctioning product at no charge to you excluding actual shipping cost.
II. What the Warranty Does Not Cover
• Products without sufficient proof of purchase
• Purchases from unauthorized resellers.
• Improperly operated devices.
• Lost or stolen products.
• Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly)
• Purchases made outside of the stipulated warranty period.
• Non-quality related issues (after 30 days of purchase).
• Free products.
• Improper maintenance.
• Improper installation.
• Aftermarket modification.
• Ownership period exceeding 12 months.
III. Period of Coverage
The standard LOFTEK warranty covers a period of 12 months starting from the date of original purchase.
In addition, customers may apply for an additional 6 months of coverage (for a total of 18 months) by registering on www.loftek.us (see 18-Month Extended Warranty above).
Note: If you receive a replacement product due to our warranty, the warranty still remains valid. However, the listed timeframe is still based on your original purchase date, not the date of receiving your replacement.
IV. 30-Day Money-Back Guarantee for Any Reason
Undamaged products may be returned for a full refund for any reason within 30 days of the date the item was delivered to the designated shipping address. Once the returned item arrives back in LOFTEK’s warehouse for inspection, the refund process will begin.
• Returns must include all accessories
• Items must include original packaging
• For non-quality related full refund claims, the buyer is responsible for all the shipping costs( including the actual shipping cost we sent the order to you and the return shipping fee we repaid)
• For non-quality related warranty claims, LOFTEK refunds the cost of the product itself, excluding actual shipping cost
• Returns may be rejected if items do not meet the above requirements
Note: Refund requests for the 30-day money back guarantee expire 30 days after opening a warranty claim. It is not possible to process a request for a refund for non-quality issues for items that have expired this 30-day window. For purchases not made directly through LOFTEK’s online stores, please contact retailers for refunds. For quality-related issues, please see below.
V. What LOFTEK Will Do to Resolve Problems
If you submit a valid warranty claim that adheres to all of the conditions listed in this document, we will confirm your warranty processing within 1-3 business days. You will have the choice of receiving a full refund (based on the original price at the time of purchase) or an identical replacement product.
After beginning the return process, one of two procedures will happen. If you ordered through Amazon or another third-party purchasing platform, we will guide you through that platform’s return/refund procedures (if any). If you ordered directly from us, we will arrange our own RMA ticket and begin processing your refund or replacement immediately. For information about shipping, see “Procedures for Obtaining Service” below.
Note: Replacement products may differ from original products in terms of appearance, color, and minor features. We periodically upgrade or modify certain product models, and do not guarantee that specific product versions will remain available. However, we will provide a replacement as close to the original as possible.
VI. Procedures for Obtaining Service
Before submitting a warranty claim, please refer to the specific FAQs for your product and attempt any troubleshooting suggestions.
If you believe the item is defective and under warranty, please or contact us at sales@loftek.us. If a replacement or refund is required, we will begin the process immediately in accordance with “What LOFTEK Will Do to Resolve Problems” above.
• Orders less than 30 days old: If it comes to the product quality issue, LOFTEK will bear any shipping costs associated with your claim by providing prepaid shipping labels, if not, You will be responsible for paying for the actual shipping costs from both side for returning your item.
• Orders greater than 30 days old: You are responsible for freight costs to and from LOFTEK. It’s recommended that you ship your package with tracking and insurance. LOFTEK is not liable for any stolen or lost packages.
Valid proof of purchase:
• Order number from online purchases made through LOFTEK or LOFTEK’s authorized resellers
• Sales invoice
• Dated sales receipt from an authorized LOFTEK reseller that shows a description of the product along with its price
Please note more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to).
Shipping costs must be covered by buyer in the following situations:
• Returning products for any reason other than a proven defect
• Warranty claims on items taken outside the original country of purchase
• Buyer’s accidental returns
• Returning personal items
• Returning items claimed to have defects but found by LOFTEK quality control to be in working condition
• Returning defective items in international shipping
• Costs associated with unauthorized returns (any returns made outside of the approved warranty process)
When returning items with a prepaid shipping label provided by LOFTEK, LOFTEK takes responsibility for any damage or loss incurred in transit. When returning items for non-quality issues, buyer assumes responsibility for any damage or loss incurred in transit. LOFTEK does not provide refunds for items damaged in transit for non-quality related warranty claims.
In the event that you have misplaced your order number, refer to the following information:
• Products purchased from LOFTEK: We may be able to locate your order using your email, name or shipping address and phone number.
• Products purchased from an authorized LOFTEK reseller: You may contact the reseller to see if they can provide a copy of your receipt.
• Products received as a gift: You can ask the gift giver to provide you with a copy of the receipt or to claim the warranty on your behalf.
Ⅶ. Refuse One Package
• If your order shipped directly from the US and cannot be modified, you may refuse the package or return it using our Online Returns Center. (NOTICE: Before you refuse the package, please kindly contact us first.)
*About the refund, we will deduct the actual shipping cost we sent the order to you with some big size items on our website, which the shipping cost should be too much.
• If your order shipped directly from China, please kindly note that we will not issue any refund with your order if you refuse to receive the package we sent to you because we cannot receive the returned package in that case.
To return your product, you should first contact us by email: sales@loftek.us, then we will provide you the available address for your return. Any questions or need support, please feel free to e-mail us at sales@loftek.us or leave a message to us at www.loftek.us
Please note that although our default return address is: 39899 Balentine Dr, #200, Newark, CA 94560, United States, prior to returning your item, please contact us for a return address closer to your location.
