Our Commitment to You

At LoomBros, we take pride in the quality of our luxury home textiles. We want you to be completely satisfied with your purchase. If you're not happy for any reason, we offer a hassle-free returns and refund policy.

30-Day Return Window

You may return most items within 30 days of delivery for a full refund, provided:

  • Items are unused, unwashed, and in their original packaging
  • All tags and labels are still attached
  • Items are in resalable condition
  • You have proof of purchase (order confirmation or receipt)

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Pillows and pillow protectors (once packaging is opened)
  • Mattress protectors and mattress toppers (once packaging is opened)
  • Items marked as "Final Sale" or "Non-Returnable"
  • Personalised or custom-made items
  • Items that have been washed, used, or damaged by the customer
  • Gift cards and vouchers

How to Return an Item

Step 1: Contact Us

Email us at returns@loombros.com or call +44 (0) 123 456 7890 with your order number and reason for return.

Step 2: Receive Return Authorisation

We will provide a Return Merchandise Authorisation (RMA) number and return instructions within 24-48 hours.

Step 3: Pack and Ship

Securely pack the item(s) in original packaging if possible. Include your RMA number inside the package.

Step 4: Receive Your Refund

Once we receive and inspect your return, we'll process your refund within 5-7 business days.

Return Shipping Costs

  • Faulty or Incorrect Items: We cover all return shipping costs
  • Change of Mind: Customer is responsible for return shipping costs
  • Free Returns: Available on orders over £100 (UK mainland only)

We recommend using a tracked and insured shipping service. LoomBros is not responsible for items lost or damaged in return transit.

Refund Processing

  • Refunds will be credited to the original payment method
  • Please allow 5-7 business days for the refund to appear in your account after processing
  • Original shipping charges are non-refundable (unless the return is due to our error)
  • Partial refunds may be issued for items returned in less than perfect condition

Exchanges

We currently do not offer direct exchanges. If you would like a different size, colour, or product, please return the original item for a refund and place a new order. This ensures faster processing and product availability.

Damaged or Faulty Items

If your item arrives damaged or is faulty:

  • Contact us within 48 hours of delivery
  • Provide photographs of the damage or fault
  • Do not dispose of the packaging until the issue is resolved
  • We will arrange a free collection or replacement at no additional cost

Sale Items

Items purchased during promotional sales are subject to the same return policy unless stated otherwise. Items marked as "Final Sale" are not eligible for returns or refunds.

International Returns

International customers are responsible for return shipping costs and any customs duties or taxes. Please contact our customer service team for specific instructions regarding international returns.

Quality Guarantee

We stand behind the quality of our products. If your LoomBros textile develops a manufacturing defect within 12 months of purchase (with normal use and proper care), we will repair, replace, or refund the item at our discretion. This guarantee does not cover normal wear and tear, damage caused by misuse, or failure to follow care instructions.

Contact Our Returns Team

Our dedicated returns team is here to help:

LoomBros Returns Department

Email: returns@loombros.com

Phone: +44 (0) 123 456 7890

Hours: Monday - Friday, 9:00 AM - 5:00 PM (GMT)

Returns Address:

LoomBros Returns Centre

123 Textile Lane

London, United Kingdom