Refund policy

Return Policy

At Loft Club, we want you to feel complete confidence in the structural rigidity, smooth folding kinematics, and architectural finish of our loft access and storage hardware. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Because wall-mounted loft ladders and ceiling racks feature powder-coated aluminum rails and structural steel mounting flanges susceptible to bolt washer compression marks, drywall dust, and rubber foot scuffing during installation, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Architectural Hardware Condition

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following condition criteria:

  • The folding loft ladder, telescoping attic stair, overhead rack, or handrail kit must be completely unbolted from walls or ceilings, unclimbed, unsoiled, and in its original, brand-new condition.
  • Bolt Torque Mark & Rubber Foot Inspection Notice: Hardware may be carefully unboxed indoors in clean, dry hands to confirm folded dimensions and color finish. We strictly cannot accept ladders or brackets that have been drilled or bolted onto timber studs, steel beams, or concrete walls (tightening structural lag bolts leaves permanent washer indentations and scratches through powder-coated mounting flanges, while extending a ladder onto flooring marks non-slip rubber base feet and internal telescoping glide bushings).
  • Aluminum rails, serrated steps, and scissor arms must show zero tool marks, plaster dust, paint smudges, or bending stress.
  • Masonry expansion anchors, structural lag screws, and Allen hex keys must remain sealed in their original factory blister/poly pouches.
  • All original packaging—including molded foam edge protectors, protective rail sleeves, attached safety rating labels, and installation templates—must remain 100% complete and undamaged inside the return parcel.
  • Custom-fabricated ceiling-height orders or commercial builder bulk orders are strictly ineligible for change-of-mind returns.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping and bulky-goods freight costs associated with returning their items. Return shipping costs are non-refundable. Because loft ladders and steel storage frames are long, heavy items requiring protective foam-lined boxing, we recommend using a trackable courier service with parcel transit insurance, as Loft Club cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@loftclub.shop within 30 days of delivery. Please include your order number, product model/height size, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized bulky-item repacking instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a ceiling height size, powder-coat finish, or delivery address), contact us immediately at support@loftclub.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned shipment arrives at our designated logistics facility, our architectural hardware quality control inspectors will examine each component under bright lighting (verifying unscratched powder-coated mounting brackets free of bolt marks, unblemished aluminum rails, clean unused rubber feet, sealed fastener kits, and complete foam-lined cartons). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@loftclub.shop for further assistance.