Refund policy

LOFACE is committed to providing a high-quality outdoor experience. We offer a 30-day free return guarantee. 
Special Note: This policy specifically applies to vacuum-compressed sofas. Once unpacked and expanded, these items cannot be resold. Therefore, return conditions are strictly enforced based on product characteristics. We appreciate your understanding.


1. 30-Day Return Period

  • Application Deadline: Return requests must be submitted within 30 days of delivery. Requests beyond this period will not be accepted.

  • Important Notice: For shipping damage or quality issues, evidence (photos/video) must be provided within 14 days of delivery. Failure to do so may affect the approval process.

2. Mandatory Pre-Approval

All returns must be authorized in advance. Unauthorized returns are strictly prohibited.

  • How to Apply: Email support@lofaceliving.com.

  • Required Materials: Order number, recipient name/phone/email, clear photos of the entire item, and a video demonstrating the condition (exterior, packaging, expansion status, and any defects), along with a description of the issue and your request (Refund Only or Return & Refund).

  • Review Cycle: We will review your request within 1–3 business days. Upon approval, we will provide return instructions and the designated warehouse address via email. Please do not ship returns to any other address — unauthorized returns sent to incorrect addresses will not be processed and no refund will be issued.

3. Return & Refund Standards

A. Non-Quality Issues (Sizing misjudgment, personal preference, etc.)

(1) Unopened / Original Vacuum Packaging Intact:

  • Returns accepted within 30 days.

  • Refund Amount: Original payment minus shipping costs (both ways) and a 5% handling fee.

(2) Opened / Vacuum Film Removed (Non-Quality):

Once the sofa has been expanded, it cannot be restored to its vacuum-compressed state for resale. Returns may still be requested within 30 days, however all round-trip shipping costs are the sole responsibility of the buyer, in addition to the 5% handling fee. Please carefully review dimensions and product details before opening.

B. Quality Issues (Workmanship defects, damaged materials, missing parts, etc.)

  • Requests are accepted regardless of whether the item is unpacked or assembled.

  • Options: 1. Full Refund or 2. Free Replacement.

  • Return shipping costs are covered by LOFACE.

C. Shipping / Packaging Damage (Refusal or damage found after signing)

  • Verified logistics damage: Full Refund or Free Reshipment.

  • All shipping fees and customs losses are covered by LOFACE.

4. Costs & Timing

  • Refund Review: Once your return is received and inspected at our U.S. warehouse, we will notify you of the approval or rejection of your refund within 3–5 business days.

  • Refund Arrival: After approval, the credit will automatically be applied to your original method of payment. Typically 3–10 business days (depending on the payment channel).

    • Shipping Responsibility:

      Non-Quality Returns: The buyer is responsible for all round-trip shipping costs. These costs, along with the 5% handling fee, will be deducted from your final refund.
      Quality/Logistics Damage: LOFACE covers all shipping and replacement costs.

    • Transaction Fees: Please note that for non-quality returns, original transaction fees (including installment interest or processing fees) are non-refundable.

    5. Non-Refundable Circumstances

    • Requests submitted beyond 30 days or lack of valid photo/video evidence.

    • Unauthorized returns sent back without approval.

    • Non-quality issues where the item is opened, expanded, or cannot be resold.

    • Irreparable damage due to misuse, modification, or natural disasters.

    • Sizing or style errors where the product has already been unpacked.

    • Malicious returns or "dislike" claims for opened products.

    6. Dispute Resolution 

    If you are not satisfied with the outcome of your refund request, we encourage you to:

    • Contact our support team at support@lofaceliving.com to request a secondary review. Please include any additional evidence or context.

    • Escalate via your payment provider: If a resolution cannot be reached, you may file a dispute through PayPal's Resolution Center or initiate a chargeback through your credit card issuer. We are committed to responding to all payment provider disputes promptly and in good faith.

    • We aim to resolve all disputes within 5–7 business days of escalation.

    7. Packaging Damage & Refusal Terms

    • If the outer packaging is severely damaged, deformed, or wet upon arrival, the buyer has the right to refuse delivery.

    • After refusal, please immediately provide photo/video evidence (damaged box, shipping label, item status) and contact us within 48 hours.

    • Verified logistics damage will result in either a Full Refund or One Free Reshipment.

    • Refusal without valid evidence or for personal reasons will result in the buyer bearing all round-trip logistics costs and product risks.

    8. Order Cancellation Policy

    • Within 24 hours of purchase: Cancel for a 100% full refund — no fees, no questions asked. Contact us immediately at support@lofaceliving.com.
    • After 24 hours (unshipped): A 20% cancellation fee will be deducted to cover production and processing costs already incurred.
    • After shipment: Orders that are packed or in transit cannot be canceled. Forced refusals will require the buyer to bear all round-trip shipping, customs, and related costs.

    9. Important Tip: Unboxing Video Recommendation

    To protect your rights, we strongly recommend recording a continuous, clear video when opening your LOFACE order. This video serves as critical evidence to help us expedite any claims regarding manufacturing defects or shipping damage and ensures a fair, efficient resolution.

    10. Installment Payments (via PayPal Pay Monthly)

    For orders purchased using PayPal Pay Monthly or other PayPal credit services:

    • Refund Process: All refunds will be processed through Shopify and credited back to your PayPal balance or the specific PayPal installment plan.

    • Automatic Adjustments: Once LOFACE issues a refund, PayPal will automatically adjust your outstanding balance. If a full refund is issued, your payment plan will be cancelled. If a partial refund is issued, it will be applied to your remaining principal balance, which may reduce the number of remaining payments or the final payment amount.

    • Interest & Fees: Any accrued interest already paid to PayPal is governed by PayPal's own lending terms and is non-refundable by PayPal — this is PayPal's policy, not LOFACE's. LOFACE will always refund the full eligible purchase price to your PayPal account; how PayPal applies that refund to your installment plan is managed automatically by PayPal on their end.

      No action is required on your part. Once LOFACE issues the refund, PayPal will handle all adjustments automatically. If you have questions about how the refund affects your installment plan, you are welcome to message us via the store or email support@lofaceliving.com, and we will do our best to assist.

    • Continued Payments: You are advised to continue making your scheduled payments until the refund is officially reflected in your PayPal account to avoid any late fees from the provider.

    • Timing: PayPal’s internal processing may take 3–10 business days after LOFACE has approved and issued the refund.