Last updated October 02, 2025 · Applies to furniture only · Currency USD
Regions served United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal

About this page

Loxsport crafts solid-wood furniture and delivers to the regions listed above. This policy explains how Loxsport addresses issues and how returns, exchanges, and refunds are handled for furniture orders. All amounts are shown in USD. Where eligible, Loxsport arranges return labels or freight pickups and settles duties, VAT/GST, brokerage, and customs processing at the return stage, so nothing is due at the door when Loxsport’s paperwork is used (DDP on returns where available).

At a glance

• Return period: Thirty days from delivery. Start by contacting support with your order number.

• No extra charges on eligible returns: Loxsport issues the label or books the freight collection and covers cross-border taxes and duties when Loxsport documents are used. No restocking fee on eligible returns.

• Refund timing: Within seven business days after the item arrives and passes inspection, refunded in USD to the original payment method (store credit available on request).

• Proof of purchase: Order number or the email/phone used at checkout.

• Support cadence: Replies within one to two business days on working days (CST).

Eligibility for furniture returns

• Items must be new, unused, unassembled, and unmodified so heavy hardwood parts remain protected in transit.

• Wear or alteration—scratches, dents, stains, odors, pet hair, drilled holes, refinishing, or bases that were leveled/installed—disqualifies preference returns.

• Include original protections where possible (foam, corner guards, hardware packs, manuals, tools). If anything is missing, repack to an equal or higher level of protection.

• Items that were assembled, installed, glued, or altered can return only when Loxsport confirms a manufacturing defect or verified carrier damage.

• Intended use is indoor residential/studio. Some larger pieces require pallet pickup or a liftgate; Loxsport will outline the steps during scheduling.

• Return shipments must originate from the covered regions listed at the top of this page.

Natural wood characteristics

Solid timber naturally varies in grain, tone, small knots, and figure. These are inherent material traits rather than defects and are assessed as such in every covered country.

If something is wrong (damage, defect, or wrong item)

If a piece arrives damaged, has a production fault, or does not match the ordered model/size/finish, Loxsport will put it right. Common issues include crushed corners, cracked tops, chipped coating, mis-cut or misaligned joinery, tops that will not sit level, unstable bases, or hardware that will not seat correctly.
Loxsport provides prepaid return freight (parcel label or scheduled freight pickup) and offers a replacement subject to stock/lead time or a full refund in USD. Any outbound shipping paid at checkout for that item is refunded. For minor cosmetic matters where a faster high-quality remedy exists, Loxsport may send replacement parts or a touch-up kit.
For international returns, Loxsport covers VAT/GST, duties, brokerage, and customs processing when Loxsport’s return label and documents are used (DDP on returns).

Change of mind (space, size, or finish)

Preference returns are available within 30 days if the item is unused and properly packed. Loxsport pays the return freight; you do not pay beyond checkout. After inspection confirms complete parts and like-new condition, Loxsport refunds the product price in USD.
Original outbound shipping, if any was paid at checkout, is not refunded on preference returns. For exchanges, any price difference is settled in USD when the exchange is processed.

Items not eligible for return

• Gift cards, final-sale/clearance items, and custom or made-to-order furniture (non-standard sizes, special edges, custom stains/finishes, inlays/carvings, non-standard bases) unless defective or damaged at delivery.

• Furniture that has been used, assembled, installed, modified, or refinished.

• Orders with a promotional bundle or free gift must return all items; otherwise, Loxsport may deduct the prorated value of missing items from the refund.

How to start a return

Email [email protected] or use the site contact form within 30 days of delivery, and include your order number with a short description.
For damage or defects, contact Loxsport within 72 hours and attach clear photos or a brief video of the outer carton, inner packing, and affected areas. Keep all packaging until next steps are confirmed.
Loxsport responds within 1–2 business days. If the request is eligible, Loxsport will issue a prepaid parcel label or schedule a freight pickup and provide packing guidance.
Return address: Loxsport Returns Department, 749 Port America Place, Dallas, TX, 75261.
Labels and pickup authorizations generally expire after ten calendar days; please ship or be available within that window. After the first carrier scan, transit risk transfers to Loxsport. Returns must include the Loxsport Return Authorization provided with the label; shipments sent without prior authorization may be delayed.

Packing guidance (furniture)

• Immobilize tops, legs, and bases so nothing shifts in transit.

• Reuse original foam and corner guards whenever possible.

• Bag all hardware and tools and secure the bag inside the carton or crate.

• If the original carton is missing, use a new heavy-duty box or pallet crate with thick padding on all sides and seal every seam firmly.

• For freight returns, Loxsport will confirm pallet requirements and provide BOL (bill of lading) information.

What inspectors verify on arrival

Reviewers confirm the model, size, and finish; check that all components and hardware are present; look for any signs of use or alteration; and ensure protective packing is adequate to prevent new transit damage.
If parts are missing or protection is inadequate and damage occurs, Loxsport may reduce the refund to cover repair or replacement or—if you prefer—return the item. No new fees are charged to you; Loxsport coordinates and pays the necessary logistics.

Refund timing and method

Once the return arrives and passes review, Loxsport processes the refund within seven business days to the original payment method in USD (major cards or PayPal). Store credit is available on request. Card issuers and banks may need additional business days to post funds. Any FX conversion or spread is determined by your card or bank.

Exchanges

Requests for a different size or finish are accepted for 30 days when inventory allows.
For preference exchanges, Loxsport covers shipping both ways. For issue-based exchanges (damage, defect, wrong item), shipping is also covered.
Replacements ship after the original item is received and passes inspection; cross-shipping is not available.

Refused deliveries and undeliverable shipments

If a delivery is refused without prior notice and the carrier reports no damage, Loxsport will still coordinate the return and cover carrier charges. Loxsport can reschedule at no cost or issue a refund as outlined above after the item is received and inspected.
If refusal is due to visible carrier-caused damage noted with the driver, Loxsport will handle the claim and no re-delivery fees apply.

Taxes, duties, and customs on returns (international)

For eligible returns from covered countries, Loxsport prepares the re-import documents and pays VAT/GST, duties, brokerage, and customs processing, provided you use Loxsport’s label and instructions. Using an unapproved self-arranged courier shifts responsibility for customs charges and loss/damage to the sender and may delay processing.

Processing and shipping times (reference)

Most furniture orders prepare to ship in one to two business days (Mon–Fri; U.S. public holidays excluded). Typical post-dispatch transit ranges are six to eight business days to the U.S. & Canada, seven to nine to Europe & UK, and nine to ten to Australia. For service methods and tracking behavior, see Loxsport’s Shipping Policy.

Regional compliance notices

• EU/UK consumer rights: Nothing here limits statutory rights in the EU/UK (including cooling-off rights where applicable). Where local law provides a longer mandatory window or additional remedies, Loxsport honors the greater protection.

• Payment and currency: All refunds and exchanges are calculated and issued in USD. Any FX conversion shown by your card or bank is determined by that provider.

Need assistance?

Loxsport replies within one to two business days (Mon–Fri, CST). For faster resolution, include the order number, delivery address, and photos or video when reporting damage or defects.

Address: 749 Port America Place, Dallas, TX, 75261

Phone: +1 (214) 236-3898

Email: [email protected]

Support Time: Mon–Sun: 8:00 AM-5:00 PM CST