Politique de remboursement
Refund and Return Policy
At Loafster, we want you and your pet to love your order. Please read our policy below before completing your purchase.
Damaged, defective, or incorrect items
We only replace or refund items that are genuinely damaged, defective, or different from what you ordered, and only when the problem is confirmed with proof. To make a claim, contact us at info@loafster.shop within 14 days of delivery and include:
- your order number;
- clear photos or a short video showing the damage or defect, and the item as it arrived (including the packaging and shipping label when possible).
We review every claim. If the proof shows that the item is damaged, defective, or incorrect, we will provide a free replacement or a refund, and there is no need to send the item back. Claims without proof, claims made after 14 days, and damage caused by use, washing, chewing, or normal wear cannot be accepted.
Change of mind
Because each item is shipped individually from our fulfillment partners, we are unable to accept returns for reasons such as sizing preference, change of mind, or general dissatisfaction not related to a defect. Please review our size guide carefully before ordering to choose the best fit for your pet.
Lost or delayed orders
If your order has not arrived within the estimated delivery window and tracking shows no movement for 10 or more business days, contact us and we will investigate with our shipping partner and issue a refund or replacement if the order is confirmed lost.
Order cancellations
Orders can be cancelled for a full refund only if the request is made within 12 hours of purchase, before the order has been processed for shipment.
How to request a refund
Email info@loafster.shop with your order number, a short description of the issue, and photos if applicable. We aim to respond within 1 to 2 business days.