Refund policy

At Loftycareshop, we are committed to offering returns and exchange services for the majority of our products. Please note that final sales, including embroidered and personalized clothing, promotional items and any other items marked as final sale, are not eligible for returns or exchanges - Final sale - Non-returnable products. 

30-day return policy

Our return policy allows you to return your items within 30 days of receiving your order. To be eligible for a return, the item must be in its original condition, unworn or used, with tags still attached and in its original packaging. You will also need to provide your order number. Items returned without prior return request will not be accepted.

Return or Exchange Conditions

To be eligible for a refund or exchange, returned items must meet the following criteria:

  • Be clean and free of unusual odors or animal hair.
  • Be in their original packaging, with labels still attached.
  •  Be in their original condition (without signs of wear).

Loftycareshop will not issue refunds for items with visible signs of use. All products are thoroughly inspected upon receipt. Loftycareshop reserves the right to refuse a return or exchange for items that do not comply with these conditions and to return the item to the customer at their expense. In this case, a restocking fee may apply.

Product return process

To return a product, please follow the steps below:

  1. Contact us: Send an email to services@loftycareshop.ca specifying the products you wish to return as well as your order number.

  2. Receive a PR code: We will email you a PR code within 24-72 hours.

  3. Prepare your shipment: Place the products in a shipping bag. Bring the items to a DHL office with your shipping bag and PR code. The agent will ship your return package free of charge.

  4. Keep your tracking number: We strongly recommend keeping the tracking number provided by DHL to track the shipment and have all the necessary information in the event of a delivery problem. No refund will be possible without the tracking number.

Please allow one to two weeks for product receipt and inspection at our facility. Refund will be made to the same payment method used for the original purchase, less a $9.99 fee to cover shipping costs. You will receive an email when the return is processed. Please allow two to five business days for your bank to complete the transfer of funds.


Process for exchanging a product

To exchange a product, please inform us of your intention by contacting us by e-mail at services@loftycareshop.ca mentioning your order number. We will provide you with the necessary instructions within 24 to 72 hours.
Since you are responsible for sending the return package, we strongly recommend that you keep the tracking number provided by DHL to track the shipment and have all the necessary information in case of a delivery problem. Without the tracking number, no exchange can be made in the event of a delivery problem.

Return of defective, damaged or incorrect products

It is the customer's responsibility to check the condition of the goods upon receipt. If you receive a defective, damaged or incorrect product, please contact us within 7 days of receipt at services@loftycareshop.ca including photos of the product and your order number. Leave the labels on the product. We will respond within 24 to 72 hours and replace the item at no additional cost.

Return processing times

Returns are generally processed within 5 days. During periods of high traffic and promotions, this delay may extend up to 8 working days. After receiving and inspecting the package to verify that the contents are in perfect condition, we will begin the returns process. You will receive an email when the return has been processed. Allow two to five business days for the refund to be made to the payment method used during the purchase.

For any questions, please contact us at services@loftycareshop.ca

To ensure rapid processing of your request, please avoid sending several consecutive emails. We process requests in chronological order and sending multiple messages could delay our response beyond 48 hours.