退款政策

Return & Refund Policy

Effective Date: [20-10-2025]

By placing an order on www.thelofa.com you agree to the following return, refund, and cancellation terms.

1. Return Eligibility & Time Window

• You may initiate a return within 7 calendar days from the date on which you received the product (i.e. delivery date), subject to the conditions herein.
• Only products that are unused, unwashed, undamaged, and with all original labels, tags, packaging, and accessories intact are eligible for return.
  
• Items with signs of use, wear, alteration, damage (other than manufacturing defect), or missing tags are subject to rejection.
  
• If any order contain more than 5 products, only 3 product's return request will be approved- other products can be exchanged. 
• Some items may be non-returnable, and this will be clearly indicated in their product description (for example: “Final Sale”, personalized/custom goods, gift cards, undergarments for hygiene reasons, etc.).
  

2. How to Initiate a Return

1. Log in to your LOFA account and go to the Orders section.
   
2. For the delivered order, click “Return” next to the item(s) you wish to return.
   
3. Select the Reason for Return from the dropdown, and choose your Refund Method (see Section 4).
   
4. Submit the request. We will review and either approve or reject within 2–3 business days.
   
5. Alternatively, you may write to us at customercare@thelofa.com or contact customer care (phone:

+91 93722 46797

with your order number, item details, and reason.

Note: For claims of wrong item, missing parts, or damage, you must record an unboxing video (clearly showing package, opening, and contents) and share it within the return request. Without this proof, your return will be rejected.

3. Return Pickup / Self-Ship

• If your pin code is within our reverse-pickup service area, we will arrange a courier pick-up within 5–7 working days of return request approval.
  
• The courier will make two attempts at pick-up. If pickup fails, you must send the product yourself to our return address (see below).
  
• If your area is not serviceable for pickup, you will need to self-ship the item to our address at your cost.
  
• Return shipping charges are non-refundable, unless the return is due to our error (e.g., wrong/damaged item).
  
• For Cash On Delivery (COD) orders, a non-refundable charge of ₹ 99 will be deducted from the refund amount.
  

LOFA, Gala No-121, Kamla Bhavan, Sharma Industrial Estate, Walbhat Road, Shiv Shankar Nagar
Goregaon East, Mumbai, Maharashtra-40006

Phone: +91 93722 46797

4. Refund Methods & Timing

• After receiving and inspecting the returned item, we will send you an email notifying whether your return is approved or rejected.
  
• If approved, your refund amount will be processed within 5-7 working days.
  
• For prepaid orders, refunds will be credited to the original payment source (bank account, credit/debit card, UPI, wallet, etc.).
  
• For COD orders, we will send you a refund link where you need to enter your bank account details. Once redeemed, the refund will be processed. Please ensure all details are accurate; changes will not be permitted after redemption.
  
• If you used a promo code or discount, your refund will be based on the final amount paid after discount (not the original MRP).
  
• Bank processing times may take 2–3 billing cycles, depending on your card issuer or payment provider.
  
• If you don’t see your refund after this period, check your LOFA account’s order status; if there’s still an issue, contact customercare@thelofa.com

5. Cancellation Policy

• You may request cancellation within 24 hours of placing the order, provided the order has not been dispatched.
  
• To cancel, email customercare@thelofa.com or call our helpline (from your registered email / phone).
  
• If the order is unpaid or not shipped yet, we will cancel and refund 100%.
  
• If it has already been dispatched, cancellation may not be possible; instead, you will need to return the item per the returns policy above.

6. Rejection of Return

We may reject a return if:

• The product is used, washed, altered, or damaged.
  
• Original labels, packaging, or accessories are missing.
  
• Unboxing video (when required) is not provided for damage / wrong item claims.
  
• The product is non-returnable (per its description).
  
• The return request was filed outside the allowable window.
  
• The product is in unacceptable condition per quality check.
  

If rejected, we may return the product to you (at your expense).

7. Exchange Option (Optional)

If you wish to exchange (e.g. for different size or color) instead of a refund:

• You must still initiate a return for the original item and place a fresh order for the replacement item.
  
• An exchange request may not be guaranteed — it depends on stock availability and logistics.
  
• Return shipping for exchange (if self-shipped) is borne by the customer, unless the return is due to our error.
  

8. Limitations & Liability

• We are not liable for delays caused by external parties (couriers, payment processors, customs, etc.).
  
• We are not responsible for items lost or damaged in transit during the return shipment unless we arranged the reverse pickup.
  
• We reserve the right to amend or decline return/refund if policy terms are violated.
  
• This policy does not waive any rights you have under applicable consumer protection laws.
  

9. Dispute & Governing Law

• All disputes arising out of or related to returns, refunds, or cancellations shall be governed by the laws of India.
  
• Jurisdiction lies in Mumbai, Maharashtra).