Refund policy

Sending Something Back

You have 30 days from the day your order arrives to return anything that is not right, for a refund, a replacement or an exchange.

Whatever you paid with is where the money goes back. No restocking fee, and we will not try to talk you into a credit note.

What UK Law Gives You

Our 30 day window sits on top of rights you already hold, and nothing here reduces them.

The Consumer Contracts Regulations 2013 give you 14 days from delivery to cancel for any reason, without explaining yourself, then a further 14 days to send the goods back. Cancel that way and we refund the goods plus the standard outbound delivery charge.
The Consumer Rights Act 2015 requires goods to be as described, of satisfactory quality and fit for purpose. Where they are not, you can reject them for a full refund inside 30 days, or ask for a repair or replacement for up to six months.

Condition We Can Accept

Unworn and unwashed, as it reached you, with tags and original packaging
Trying something on to check the fit is entirely fine, exactly as you would in a shop
Underwear, swimwear and bodysuits only while the hygiene seal is intact
Personalised and made to order pieces cannot come back

Anything returned visibly worn out, washed, altered or damaged after delivery may see a reduced refund. We email you first and explain why before doing that.

Starting a Return

First, email us. Send your order number, which items are coming back, why, and a photo if anything arrived damaged or wrong.

Then wait for our reply. Within 24 hours you get the returns address, an authorisation number and instructions. Where the fault is ours, a prepaid label comes with it.

Then post it. Pack securely with the authorisation number inside. Use a tracked service, because we cannot refund a parcel that never reaches us.

Please do not post anything before you have the authorisation, and do not use the address printed on your original parcel. That is a dispatch point, not our returns facility, and parcels sent there go astray.

Our returns address is Sylvester Path, Hackney, London, E8, United Kingdom.

Who Covers the Postage

We do when an item is faulty, damaged, or not what you ordered. Prepaid label, nothing for you to pay.

You do when you have changed your mind or want a different size.

Damaged or Wrong Items

Look over your order when it lands. If something is faulty, damaged, or simply not what you ordered, whether that is the wrong size, colour or piece entirely, email us within 30 days with a photo and your order number. You choose: full refund including the original delivery cost, or a replacement.

Colour on Screen

Product photography is shot under studio lighting and every screen renders colour differently. A shade slightly off from the photograph is not a manufacturing fault.

It is still covered. If the colour is not what you pictured, both the 30 day window and your statutory right to cancel apply, so send it back for a refund.

Exchanges

Want a different size or a different piece? Email us and we will arrange it. On a size or preference swap you cover postage to us and we cover sending the replacement out. If we sent the wrong thing, both directions are ours.

Faster in practice: request a refund on what you have and place a fresh order straight away. The replacement then ships immediately rather than waiting on the return to land.

Getting Your Money Back

Once your return reaches us and passes inspection, we process the refund within 5 working days and email you the moment it goes through. Your bank then needs a further 3 to 10 working days to display it.

It returns to the original payment method, because that is the only route payment providers permit. We cannot send it to a different card.

Outbound delivery charges come back where you cancelled within the statutory 14 days, or where the item was faulty or not as described.

More than 14 working days since we confirmed and still nothing? Email us and we will trace it with our payment processor.

Cancelling Before Dispatch

Free, any time before the order goes out. Email us with your order number and CANCEL ORDER in the subject line as soon as you decide. Our fulfilment runs automatically and orders reach packing quickly, so speed helps.

Already on Its Way

Once dispatched we cannot recall a parcel. Refuse it at the door, or take delivery and start a return under the terms above.

If the Address Was Wrong

Delivery details are the customer's responsibility at checkout. We cannot take liability for parcels delayed or lost because an address was incomplete or incorrect.

Where delivery fails for that reason, any carriage we are charged comes off the refund. If you would rather we resend to a corrected address, the additional postage is yours.

Uncollected and Refused Parcels

Parcels left uncollected at a depot or collection point, or refused at the door, return to us automatically. In those cases the return carriage we are charged is deducted from the refund.

If You Are Unhappy With Us

Email us with COMPLAINT in the subject line and we respond within 5 working days. You can also get free, independent advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.

Summary

Return window: 30 days from the day it arrives
Statutory cancellation: 14 days to cancel, 14 more to return
Postage if you changed your mind: paid by you
Postage if faulty or wrong: paid by us, prepaid label
Restocking fee: none
Refund processed: within 5 working days of inspection
Bank posting: a further 3 to 10 working days
Refund route: original payment method only
Cannot be returned: personalised items, opened hygiene products
Cancellation: free any time before dispatch

Governing Law

This policy is governed by the law of England and Wales and by applicable United Kingdom consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing here affects your statutory rights.

Contact

Store Name: Lofifo
Company Name: RHEAKALI LLC
Entity Number: 0008085412
Warehouse and Returns Address: Sylvester Path, Hackney, London, E8, United Kingdom
Company Address: 1209 Mountain Road Pl NE, Ste R, Albuquerque, New Mexico, 87110, United States
Email: info@lofifo.com
Phone: +44 7441 429628