Refund policy
Can I Return My Order?
Yes, absolutely.
If you are not happy with your order, you can send it back within 30 days of receiving your item. We want every experience with Lofifo to feel right, and when it does not, we are here to make putting it right simple.
Your Legal Rights
Alongside our 30-day policy, provincial consumer protection law applies and we cannot reduce those rights:
- Most provinces give you remedies if goods are not as described, of acceptable quality, or fit for the purpose you made known at purchase.
- Personal information is handled under PIPEDA and applicable provincial privacy law. You may contact the Office of the Privacy Commissioner of Canada at priv.gc.ca.
Return Eligibility Requirements
To be eligible for a return, items need to meet the following conditions:
- The item should be in the same condition you received it, unworn and unwashed, with all parts, components and original packaging
- Trying an item on for fit is fine, but damage from improper use is not covered
- Personalised and made-to-order items cannot be returned
If an item comes back worn, washed, altered or damaged beyond trying it on, we may reduce the refund. We will tell you first and explain the reason.
How to Return Your Order
Step 1. Contact Us
Send an email to info@lofifo.com and include:
- Your order number
- The reason for your return
- A photo of the item if it turned up damaged
- Your name and address
Step 2. Wait for Our Response
We review your request within 24 hours and send you the return address, a return authorisation number and any further instructions. Where the return is our fault, we include a prepaid returns label.
Step 3. Send Your Package
Post the parcel to the address we provide, with your return authorisation number inside. We recommend a tracked service, as we cannot refund parcels that never reach us.
Important: please use only the returns address we send you, not the one on the original packaging.
Return Shipping and Fees
For returns due to a change of mind or an exchange request, you are responsible for return postage.
If the return is due to an error on our part, such as an incorrect item, a manufacturing fault or damage in transit, we cover return postage in full and send you a prepaid label. In those cases you may choose a replacement or a full refund. We will never ask you to accept a voucher or credit note instead of your money back.
There is no restocking fee on any return.
Damaged or Incorrect Items
Please inspect your order carefully on delivery. If your item arrives faulty, damaged or incorrect, whether that is the wrong size, colour or style, contact us at info@lofifo.com within 30 days of delivery so we can make it right.
Product Accuracy
Product images are for illustrative purposes. Colours may look different from the actual product because of studio lighting, photographic conditions and differences in screen settings.
A colour variation of this kind is not a manufacturing fault. It is still covered by our 30-day return window, so if the item is not what you pictured you can send it back for a refund.
Size and Item Exchange
If you would like to exchange your item for a different size or product, you are responsible for return postage. We cover the cost of sending the replacement out to you. Where the exchange is because we sent the wrong item or the item is faulty, both legs are on us.
Exchanges
The fastest way to receive a different item is to:
- Request a return for the item you currently have
- Once the return is approved, place a new order for the item you want
This means you get your new item as quickly as possible without waiting for the return process to complete.
Refund Processing
Once your return has been received and inspected, your refund is processed within 5 working days. Your bank or card issuer then takes a further 3 to 10 working days to post the funds to your account.
Refunds are issued via the original payment method, as payment providers only allow refunds along the original payment path. Outbound delivery charges are refunded where the item was faulty or significantly different from its description.
If your refund was confirmed more than 14 working days ago and you still cannot see it, email info@lofifo.com.
Cancellations
You may cancel your order free of charge at any point before it has been dispatched. To cancel, please contact us at info@lofifo.com as soon as possible with your order number and the subject line CANCEL ORDER.
Our fulfilment is automated, so orders reach packing quickly and early notice helps. If it is too late to cancel, wait for the parcel and return it under the terms above.
Orders Already in Transit
After dispatch an order can no longer be cancelled. You can refuse the parcel when it is delivered, or accept it and then contact us to start a return.
Incorrect Address Details
It is the customer's responsibility to provide accurate delivery information at the time of ordering. We cannot accept liability for delayed or undelivered parcels resulting from incorrect address details.
If delivery is not possible because of an incorrect address, any shipping costs incurred are deducted from the refund amount. If you would like the order reshipped after correcting the address, the additional shipping cost is your responsibility.
Uncollected or Refused Packages
A parcel that is refused at the door or left uncollected at a depot or collection point comes back to us automatically. The return carriage we are charged is then deducted from your refund.
Complaints
If you are unhappy with how we have handled a return, email us with the subject line COMPLAINT and we will respond within 5 working days. Your provincial consumer protection office or the Competition Bureau can also help.
Summary
- Return window: 30 days from date of receipt
- Store return window as stated. No federal statutory cooling-off period applies to these orders.
- Return postage if you change your mind: Paid by you
- Return postage if the item is faulty or incorrect: Paid by us
- Restocking fee: None
- Processing time: Refund within 5 working days after inspection, then 3 to 10 working days to reach your bank
- Refund method: Original payment method only
- Exceptions: Personalised and made-to-order items cannot be returned
- Cancellation window: Any time before dispatch
Governing Law
This return policy is governed by the laws of Canada. Nothing in this policy affects your statutory rights.
Contact
If you have any questions, email info@lofifo.com. We are happy to help.
- Store Name: Lofifo
- Sold by Lofifo, 3089 Fontana Court, Burlington, Ontario, L7M 2M1, Canada. Email: info@lofifo.com
- Warehouse Address: Unit 2, Fellgate, Morecambe LA3 3PE, United Kingdom
Customer Service: Monday to Friday, 8:00 am to 6:00 pm | Saturday and Sunday: Closed
We aim to respond to all enquiries within 24 hours. You can also reach us through our Contact Us page.