Last updated: January 02, 2026
Currency: USD

Regions covered: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal

About this page

Loxape accepts returns from the regions listed above. This policy explains how returns, exchanges, and refunds are handled for purchases made on our website. All financial amounts are processed in USD.

Where eligibility allows, Loxape may provide a prepaid return label (or schedule carrier pickup where available) and supporting documentation to help minimize cross-border return charges (DDP on returns where supported). When Loxape’s paperwork is used, nothing is due at the door.

Quick overview

• Return window: 35 days from the date of delivery. Always start by contacting support with your order number.

• Eligible returns: No restocking fee on eligible returns.

• Return shipping (eligible cases): Loxape provides a prepaid return label or pickup arrangement where available when Loxape’s instructions/documents are used.

• Refund timing: Refunds are initiated within 5 business days after the returned item arrives and passes inspection, issued in USD to the original payment method (store credit available upon request).

• Proof of purchase: Order number or the email/phone used at checkout.

• Support response time: Replies within 24 hours (Mon–Sun, PST).

Business days: Monday–Friday (PST), excluding U.S. federal holidays.

Return eligibility

To qualify for a return:

• Items must be new, unused, unmodified, and in like-new condition.

• All components originally included with the order must be returned.

Preference returns (change of mind) may be declined if there is evidence of:

• Use, wear, or damage after delivery

• Modification, alteration, refinishing, drilling, or permanent attachment/installation

• Missing parts/components

• Stains, strong odors, pet hair, or other signs of use

Condition note: Items that have been installed, glued, or significantly altered may only be accepted in cases where Loxape confirms a verified issue related to the item or verified carrier damage.

Return origin: Returns must be shipped from the covered regions listed at the top of this page.

Packaging requirement

Please include original protective materials whenever possible (wrapping, foam, inserts, manuals, and any hardware packs). If original packaging is not available, you must repack using materials that provide an equal or higher level of protection to prevent damage during return transit.

Natural material characteristics

Some items may include natural materials that vary in grain, tone, knots, or surface texture. These are inherent characteristics and are not considered defects.

If something is wrong (damage, defect, or wrong item)

If your order arrives damaged, has a defect, or does not match what was ordered, Loxape will correct the issue.

Report within: 72 hours of delivery
What to send: Order number + clear photos (or a brief video) of the outer carton, inner packing, and the affected area.

Resolution: Loxape provides return shipping support (prepaid label or pickup where eligible) and offers either:

• a replacement shipment at no charge, or

• a full refund in USD

Outbound shipping: Any outbound shipping fee paid at checkout for that item is also refunded for issue-based cases.

For international issue-based returns, Loxape may cover VAT/GST, duties, brokerage, and customs processing when Loxape’s return label and documentation are used (DDP on returns where supported).

Change of mind (preference returns)

Preference returns are accepted within 35 days of delivery if the item is unused and properly repacked.

Return shipping: Loxape provides return shipping support (prepaid label where eligible).
Refund amount: After inspection confirms all components are present and the item is in like-new condition, Loxape refunds the product price in USD.
Outbound shipping: Original outbound shipping fees paid at checkout (if any) are not refunded for preference returns.

Items not eligible for return

• Gift cards

• Final-sale/clearance items

• Items that have been used, modified, refinished, permanently attached/installed, or returned with missing components

• Promotional bundles/free gifts: all items must be returned; otherwise a prorated value may be deducted from the refund

How to start a return

Initiate within 35 days of delivery:
Email [email protected] or use the site contact form. Include your order number and a brief reason.

Damage/defect reports (within 72 hours):
Attach photos or a brief video of the packaging and affected area. Keep all packaging until next steps are confirmed.

Authorization & label/pickup:
Loxape replies within 24 hours (Mon–Sun, PST). If eligible, Loxape provides a prepaid parcel label (where supported) or pickup instructions and packing guidance.

Return address: Loxape Returns Department 9320–9500 7th Street, Rancho Cucamonga, CA, 91730 United States

Label/pickup validity: Labels and pickup authorizations may expire after 10 calendar days; please hand the parcel to the carrier (or be ready for pickup) within that window. Returns should include the Return Authorization details provided.

Packing guidance (small items)

• Immobilize all parts so they cannot shift or rub during transit.

• Reuse original foam/inserts whenever possible.

• Bag any small components/manuals and secure them inside the box.

• If original packaging is unavailable, use a new heavy-duty box with ample padding and seal every seam firmly.

Inspection on arrival

Inspectors verify the model/variant and condition, confirm all components are present, check for signs of use/alteration, and review whether packing protection was sufficient to prevent new transit damage.

If parts are missing or packing protection was inadequate and new damage occurs, the refund may be reduced to cover repair/replacement cost. If you prefer, Loxape may return the item to you.

Refund timing & method

After the return arrives and passes inspection, Loxape initiates the refund within 5 business days to the original payment method in USD (major cards or PayPal). Store credit is available upon request. Banks/payment providers may require additional time to post funds. Any FX rate or fees are determined by your bank or PayPal.

Exchanges

Exchange requests are accepted within 35 days when inventory allows.

• Shipping costs: For eligible exchanges, Loxape covers shipping support both ways where applicable.

• Price differences: Any price difference is settled in USD at the time the exchange is processed.

• Replacement timing: Replacement shipments are arranged after the returned item arrives and passes inspection. Cross-shipping is generally not available.

Refused deliveries and undeliverable shipments

If a delivery is refused without prior notice and the carrier reports no damage, Loxape will coordinate the return. Loxape may reship after address verification, or issue a refund as outlined above after the item is received and inspected.

If refusal is due to visible carrier-caused damage noted with the driver, Loxape will handle the claim and no re-delivery fees apply to the customer.

Taxes, duties & customs on returns (international)

For eligible returns from covered countries, Loxape may prepare return documentation and cover VAT/GST, duties, brokerage, and customs processing provided you use Loxape’s prepaid label and follow the supplied instructions (DDP on returns where supported). Using an unapproved, self-arranged courier may shift responsibility for customs charges and risk of loss/damage to the sender and may delay processing.

Regional compliance notices

EU/UK consumer rights: Nothing in this document limits statutory consumer rights in the EU/UK (including cooling-off rights where applicable). Where local law mandates a longer window or provides additional remedies, Loxape honors the greater protection.
Payment & currency: All refunds and exchanges are calculated and issued in USD. FX conversion shown by your bank/PayPal is determined solely by that provider.

Need assistance?

For the fastest resolution, include your order number, delivery address, and clear photos/video when reporting damage or defects.

Phone: +1 (310) 796-6371

Email: [email protected]

Support Time: Mon–Sun: 8:00 AM-5:00 PM PST