Returns & Refunds Policy

1. Return Window

You may request a change-of-mind return within 14 calendar days after the order is delivered.

To meet the return deadline, you must contact us within this period and clearly state that you wish to return the item. Where applicable, the item must then be sent to the authorised return location within the timeframe provided in our return instructions.

Nothing in this policy limits any mandatory consumer rights that apply in your country or region.

2. Return Authorisation

All returns require prior approval and a Return Merchandise Authorisation (RMA) or written return instructions from Lomera Living.

To request a return, please contact our customer support team and provide:

• Your order number
• The product name and quantity
• The reason for the return
• Photographs showing the complete item and its current condition
• Photographs of the original packaging
• Any other information reasonably required to assess the request

Please do not send an item back before receiving written instructions. Unauthorised returns may be refused, delayed or subject to additional transportation and handling costs.

3. Return Address

The return address will be assigned according to the product, order and customer location. Returns may be directed to an authorised warehouse or processing partner in the destination country or region.

Returns must not be sent to the manufacturer, the original dispatch location or an address printed on the shipping packaging unless we have expressly authorised that address in writing.

Lomera Living does not publish a universal return address because different products and destinations may require different return arrangements.

4. Return Condition

To qualify for a change-of-mind return, the item should:

• Be unused and uninstalled
• Be free from stains, odours, scratches and other customer-caused damage
• Include all parts, accessories, hardware and instructions
• Be returned in its original packaging wherever reasonably possible
• Be packaged securely for return transportation

Customers may inspect an item as reasonably necessary to confirm its nature, characteristics and condition. Handling beyond what is reasonably necessary may result in a reduction of the refund where permitted by applicable law.

Please retain all packaging until you have inspected the item and decided to keep it.

5. Items That Cannot Normally Be Returned

The following items may not qualify for a change-of-mind return, except where required by applicable law:

• Custom-made, personalised or made-to-order products
• Items that have been assembled, installed, altered or modified
• Items damaged through misuse, improper assembly or inadequate repackaging
• Items missing essential parts, hardware or accessories
• Hygiene-sensitive products that have been opened or used
• Gift cards
• Items clearly identified before purchase as final sale or non-returnable, where such exclusions are legally permitted

These exclusions do not remove any rights relating to products that are damaged, defective, incomplete, incorrectly described or different from what was ordered.

6. Change-of-Mind Return Costs

For an approved change-of-mind return, the customer is responsible for the direct cost of returning the item, including suitable packaging and any required carrier service.

Furniture return costs can be substantial because they depend on the product’s packaged dimensions, weight, collection address and destination warehouse. We will provide or confirm the available return arrangement and estimated cost before the return is scheduled.

Any original delivery costs included in or charged for the order will be treated in accordance with applicable law. Where legally permitted, actual outbound transportation costs may be deducted from the refund.

A reasonable inspection, repackaging or restocking deduction of up to 10% may apply where permitted by law and where the returned item requires additional work before it can be resold. Any deduction will be explained before the refund is completed.

No restocking fee will be charged for a verified damaged, defective, incomplete or incorrect item.

Where required by applicable law, an estimated return cost or a reasonable basis for calculating that cost will be provided before purchase. The final return arrangement and cost will be confirmed after we receive the return request and delivery details.

7. Return Transportation

Unless otherwise agreed in writing, customers must use the return method and destination provided in the approved return instructions.

The customer is responsible for ensuring that the product is packaged safely and handed to the authorised carrier. We recommend retaining photographs of the packaged item and proof of collection or dispatch.

Lomera Living is not responsible for loss or additional damage caused by inadequate return packaging or by an unauthorised return method, except where applicable law provides otherwise.

8. Damaged, Defective, Incomplete or Incorrect Items

If an item arrives damaged, defective, incomplete or different from what you ordered, please contact us as soon as reasonably possible.

To help us assess the issue, please provide:

• Photographs of the outer packaging
• A photograph of the shipping label
• Photographs or video of the complete product
• Close-up images of the damaged or affected area
• Details of any missing parts
• Information about whether assembly has begun

Please keep the item, packaging, parts and accessories until we have reviewed the claim and provided instructions.

Depending on the nature and severity of the issue, available remedies may include replacement parts, repair support, a partial refund, replacement or a refund.

Reasonable return costs arising from a verified issue for which Lomera Living is responsible will not be charged to the customer.

9. Delivery Damage and Refused Delivery

If the outer packaging appears significantly damaged at delivery, please photograph it and ask the carrier to record the condition where possible.

Do not refuse delivery solely because the outer packaging shows minor wear. Furniture packaging is designed to protect the item during transportation, and external marks do not necessarily mean that the product is damaged.

Where there is a reasonable concern that the item itself has been seriously damaged, please document the condition and contact us promptly.

A delivery refused without a valid product-related reason may be treated as a change-of-mind return, and applicable transportation, storage and return costs may be deducted where permitted by law.

10. Return Inspection

Returned items will be inspected after they arrive at the authorised warehouse or processing location.

The inspection may consider:

• Product condition
• Signs of use, installation or assembly
• Packaging condition
• Missing parts or accessories
• Customer-caused damage
• Transportation damage caused by inadequate return packaging

We will notify you of the outcome and explain any proposed deduction where applicable.

11. Refunds

Approved refunds will be issued to the original payment method.

After the returned item has been received and inspected, we aim to process the approved refund within 5–10 business days. Where applicable law requires reimbursement within an earlier or specific period, that legal timeframe will apply. We may withhold reimbursement until the returned goods are received or acceptable evidence of return is provided, where permitted by law.

Your bank or payment provider may require additional time to display the refund after it has been issued.

Shipping, return, storage, redelivery, repackaging or restocking deductions will only be applied where permitted and will be explained as part of the refund assessment.

12. Exchanges

We do not guarantee direct exchanges because product availability, price and delivery arrangements may change.

Where an exchange is not practical, the original item may be handled as an approved return and the replacement item may need to be placed as a new order.

Replacement arrangements for verified damaged, defective, incomplete or incorrect items will be handled separately.

13. Order Cancellations

If you wish to cancel an order before dispatch, please contact us as soon as possible.

Cancellation is not guaranteed after processing, packaging, customisation or carrier collection has begun. If an order has already been dispatched, it may need to be handled under the return process, and applicable transportation costs may apply.

Custom-made, personalised or made-to-order products may not be cancellable once production has begun, except where required by applicable law.

14. Refunds for Unshipped Orders

If Lomera Living is unable to ship an item and the order is cancelled, the affected unshipped item will be refunded to the original payment method.

We will not replace a required monetary refund with store credit unless the customer expressly agrees and applicable law permits it.

15. Contact Us

To request a return or ask about an existing return, please contact our customer support team and include your order number.

We aim to respond within 2–3 business days. Please wait for written authorisation before arranging return transportation.

Last updated: August 2, 2026