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 must be provided within 7 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 and provide return instructions and the U.S. warehouse address.

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:

  • Once the sofa expands, it cannot be restored or resold.

  • NO returns or refunds will be issued.

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. 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.

    7. Order Cancellation Terms

    • As vacuum-compressed sofas are made-to-order, costs for materials, labor, and processing are incurred immediately after payment.

    • Unshipped Orders: Cancellation will incur a deduction of 20% of the order amount to cover incurred production and service costs.

    • Shipped/Packaged Orders: Orders that are completed, packed, or in transit cannot be canceled. Forced cancellations or refusals will require the buyer to bear all round-trip shipping, customs, and related losses.

    8. 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.

    9. 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: Please note that while LOFACE refunds the purchase price (subject to our return standards), any accrued interest already paid to PayPal is typically non-refundable by the provider.

    • 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.