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Refund policy

This Return and Refund Policy applies to all modular sofa orders placed on the LOXROOM official website for delivery within the United States. By placing an order, you acknowledge and agree to the terms outlined below.

1. 30-Day Return & Exchange Policy

We offer a 30-day return and exchange window for all eligible items, starting from the date of confirmed delivery.

  • Returns: Eligible items may be returned within 30 days of delivery for a full refund of the purchase price.
  • Exchanges: Eligible items may be exchanged for a different size, color, or model within 30 days of delivery. Price differences will be charged or refunded accordingly.

Non-returnable & non-exchangeable items

The following items are not eligible for return or exchange:

  • Custom-configured or made-to-order sofas
  • Final sale and clearance items
  • Items that have been fully assembled, used beyond reasonable inspection, or show signs of wear, damage, or modification caused by the customer
  • Items returned without original packaging and protective components (where applicable)

2. How to Initiate a Return or Exchange

To start a return or exchange request, please contact our customer support team at info@loxroom.com with the following information:

  • Your order number
  • Reason for return or exchange
  • Clear photos of the item and its original packaging (if applicable)

Our customer support team is available Monday–Friday, 9:00 AM–6:00 PM EST (GMT-5). We will respond to all return, exchange, and refund inquiries within 1 business day. If you do not receive a response, please check your spam or junk folder.

Once your request is approved, we will provide you with the designated return warehouse address and detailed return instructions.

3. Return Condition & Packaging Requirements

To qualify for a full refund or exchange, returned items must meet the following standards:

  • The return request must be submitted within 30 days of confirmed delivery.
  • The item must be in original, unused condition with all original tags, components, and accessories included.
  • Items must be securely packaged for return. We strongly recommend using the original factory packaging.
  • If original packaging is no longer available, you must use equivalent protective wrapping to prevent damage in transit. Photos of the repackaged item may be required for insurance verification.

We advise retaining all original packaging for at least 30 days after delivery, until you have confirmed full satisfaction with your purchase.

4. Damaged or Defective Items

If your item arrives damaged in transit or has a manufacturing defect, please report the issue to us within 48 hours of delivery.

  • Please include your order number and clear photos of the damaged product, defects, and outer shipping packaging in your message.
  • For verified transit damage or manufacturing defects, you may choose between a free replacement or a full refund, and you are not required to return the damaged item at your own cost.
  • We will handle all courier damage claims directly on your behalf.
  • Once your claim is verified and approved, we will arrange a replacement shipment within 3–5 business days. We will also coordinate disposal or return pickup of the damaged item at our own cost.

5. Return Shipping Costs

Return shipping costs are determined based on the reason for return:

  • LOXROOM-responsible returns (wrong item shipped, manufacturing defect, confirmed transit damage): We cover 100% of return shipping costs and will provide a pre-paid return shipping label via email.
  • Customer-responsible returns (changed mind, size/style mismatch, no longer needed, ordering error): You are responsible for arranging and paying for all return shipping costs. A 10% restocking fee may apply to returns of opened or partially assembled items.

We recommend using a trackable shipping service for all customer-responsible returns, as we cannot process refunds for items that are lost in return transit and not received by our warehouse. No additional hidden handling fees will be charged beyond the stated return shipping and restocking fees (if applicable).

6. Refund Processing & Timeline

  • We will inspect all returned items within 2 business days of delivery to our return warehouse.
  • Approved refunds will be processed within 3 business days after inspection is completed.
  • All refunds will be issued to your original payment method in the same currency used for purchase.
  • For PayPal and Shop Pay payments: Refunds may take up to 3 business days to appear in your account.
  • For credit card payments: Refunds may take 3–7 business days to post to your account, depending on your card issuer’s processing schedule.

7. Order Cancellations

  • You may cancel your order free of charge within 24 hours of placement, before the order enters the processing stage.
  • Cancellation requests submitted after the order has begun processing will be reviewed on a case-by-case basis. If the order has already been dispatched, standard return policies will apply.

8. Failed Delivery & Refused Shipments

  • If a shipment is returned to us due to an incorrect or undeliverable address provided by the customer, or because the customer refuses delivery without valid reason, return shipping costs and any associated fees will be deducted from your refund.
  • If delivery fails due to carrier error or LOXROOM’s mistake, we will reship the order at no additional cost to you, or issue a full refund upon request.

9. Contact Us

If you have any questions about our return, exchange, or refund policy, please contact our customer support team at info@loxroom.com.