Refund policy

Return & Refund Policy

At Loft & Stone (a trading name of ECOM HAUS LIMITED), we are committed to offering quality products and a transparent shopping experience. We accept returns and exchanges for both defective and non-defective products in accordance with the policies outlined below.

1. Return Window

We offer a 30-day return policy. This means you have 30 days after the date your item is delivered to request a return or exchange. If 30 days have passed since your delivery, we unfortunately cannot offer you a refund or exchange.

2. Product Condition Requirements

To be eligible for a return or exchange, the product condition must be New only. Specifically, the item must be:

In the exact same condition that you received it
Unworn, unused, and unwashed
In its original packaging with all original tags and labels attached
Accompanied by the receipt or proof of purchase

Note: We do not accept returns for perishable goods, custom/personalized products, personal care goods, or gift cards.

3. Return Method

All returns must be sent by mail.

4. Return Shipping Fees & Return Labels

For Change of Mind (Customer Remorse): The customer is responsible for the cost of return shipping. You will need to print your own return label and mail the item back to us at your own expense. Original shipping charges are non-refundable.
For Defective, Damaged, or Incorrect Items: If the item is faulty or we made an error, Loft & Stone will cover the return shipping costs. We will provide a prepaid return shipping label for you to download and print.

5. Restocking Fees

We do not charge any restocking fees (No cost / 0% restocking fee).

6. How to Initiate a Return (Step-by-Step)

Step 1: Email us at support@loftandstone.com within 30 days of receiving your item. Please include your order number, the reason for the return, and clear photos if the item is damaged or defective.

Step 2: Once your return is approved, we will provide you with a Return Authorization and instructions on how to mail your package.

Step 3: Securely pack the item in its original packaging and mail it to our business address:

ECOM HAUS LIMITED (Loft & Stone)
17/F Glenealy, 2A, Central, Hong Kong Island, Hong Kong SAR

(Note: Items sent back to us without first requesting a return will not be accepted).

7. Exchanges

We accept exchanges. If you need to exchange a product for a different size, color, or a replacement for a defective item, please email us at support@loftandstone.com to initiate the exchange process. The same 30-day window and "New" condition requirements apply.

8. Refund Processing Time

Once your return is received by mail and inspected at our facility, we will send you an email to notify you that we have received your returned item and whether your refund has been approved.

If approved, your refund will be processed and automatically applied to your original payment method within 10 days. Please remember it can take additional time for your bank or credit card company to process and post the refund to your account.

Contact Information

If you have any questions about our return policy, please contact us:

Trading Name: Loft & Stone
Registered Business Name: ECOM HAUS LIMITED
Business Registration Number: 77659193
Email: support@loftandstone.com
Phone: +852 2862 2716
Business Address: 17/F Glenealy, 2A, Central, Hong Kong Island, Hong Kong SAR
Business Hours: Mon-Fri, 9:00 am - 6:00 pm HKT