Last updated: November 30, 2025
Currency: USD
Regions served: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal

1) About this page

Loxsport sells in-stock solid-wood furniture and wood décor and supports returns from the regions listed above.

This policy explains how order issues are handled and how returns, exchanges, and refunds work. All amounts are shown and refunded in USD.

Where eligible, Loxsport may arrange a return label or freight pickup and, for international orders, may provide paperwork that helps reduce delays during return processing. When our return label and documents are used, there is generally nothing to pay at delivery for the return (DDP on returns where available), consistent with our Shipping Policy.

Note: This policy is written mainly for large solid-wood furniture (beds, benches, console tables, large shelves, tree bookcases). Smaller décor items follow the same rules but typically use parcel return methods; details are confirmed when you contact support.

2) Quick overview

Return request window: 30 days from delivery — start by contacting support with your Order ID.
Restocking fee: none on eligible returns.
Refund timing: within 7 business days after the return is received 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 1–2 business days on working days (local warehouse time).

Who pays return shipping
If it’s our fault (wrong item, verified defect, or verified carrier damage): Loxsport pays return shipping (and covers replacement shipping when applicable).
If you changed your mind (space/size/finish preference): you pay return shipping. We may be able to arrange a label or freight pickup quote; the cost is confirmed before the return ships and may be paid by you or deducted from the refund.

3) Return eligibility (condition requirements)

To keep returns safe in transit and fair for all customers, returned items must meet these conditions:

Items must be new, unused, and unmodified.
Signs of use or alteration—such as scratches, dents, stains, odors, pet hair, drilled holes, refinishing, glue residue, or added leveling hardware—make change-of-mind returns ineligible.
Include original protective materials where possible (foam, corner guards, hardware packs, manuals, tools). If anything is missing, re-pack to an equal or higher protection level.
Items that were installed or altered may be eligible only if we confirm a verified defect or verified carrier damage and authorize the return.
Return shipments must start from one of the regions listed at the top of this page.

4) Natural wood is naturally unique

Solid timber naturally varies in grain, figure, tone/shading, small knots, and mineral streaks. These are normal characteristics of real wood and are not defects when consistent with the product description.

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

If your item arrives damaged, shows a clear verified defect, or you received the wrong model/size/finish, we will make it right.

Examples that may be covered include crushed corners, cracked panels/tops, chipped or peeling finish, misaligned joinery, tops that do not sit level, unstable bases/legs, or hardware that cannot be secured correctly.

What we will do (shop-fault)
In these cases, Loxsport will provide prepaid return shipping (parcel label or scheduled freight pickup) and offer either a replacement (subject to inventory availability) or a full refund in USD. Outbound shipping paid at checkout for the affected item is also refunded when applicable.

For minor cosmetic issues where a high-quality fix is faster, we may offer replacement parts (when applicable) or a touch-up kit instead of requiring a full return, with your agreement.

Reporting timeframe (recommended)
For the fastest resolution, contact us within 72 hours of delivery when possible and include photos/video as described in Section 8.

6) Change of mind (space, size, or finish preference)

If you change your mind, returns may be available within 30 days of delivery if the item is unused, unmodified, and packed safely to protect it in transit.

Return shipping (change-of-mind)
You are responsible for return shipping costs. When possible, we can help arrange a label or freight pickup quote and confirm the cost with you in advance. Depending on the method, you may pay the carrier directly or the cost may be deducted from your refund (you will be told before the return ships).

Refund scope (change-of-mind)
After inspection confirms like-new condition and all parts are present, we refund the product price in USD. Original outbound shipping is not refunded on change-of-mind returns.

7) Items not eligible for return

Gift cards and final-sale/clearance items clearly marked as such on the product page are not returnable, except where damaged or defective on arrival.

Also not eligible: items that have been used, installed, modified, or refinished; returns sent without a valid Return Authorization (RA) from Loxsport; and bundle/free-gift checkouts where not all items are returned (we may deduct the prorated value of missing items).

8) How to start a return

Step 1 — Contact support within 30 days of delivery
Use the site contact form or email [email protected] and include your Order ID, your delivery address, and your reason for return (issue-based or change-of-mind).

For damage or verified defects (recommended within 72 hours)
Attach clear photos or a short video showing the outer carton, the inner packing, and the affected areas. Keep all packaging until next steps are confirmed.

9) Authorization, labels, pickup & return address

We typically reply within 1–2 business days.

If eligible, we will provide:
a prepaid label or scheduled pickup for shop-fault returns, or
return shipping options and costs for change-of-mind returns.

Return address (normally):
Loxsport Returns Department, 749 Port America Place, Dallas, TX, 76051

Label/pickup authorization expiry: labels and pickup authorizations usually expire after 10 calendar days. Please ship your parcel or be available for pickup within that window.
Return Authorization required: returns must include the RA provided by Loxsport. Shipments sent without prior authorization may be delayed.
Transit handling: once an authorized return shipment receives its first carrier scan, the return follows the carrier service level and the instructions we provide.

10) Packing guidance

To help your item arrive safely, secure all major components so nothing shifts inside the carton/crate, reuse original foam/corner guards/blocking where possible, bag all hardware and secure it inside the carton/crate, and seal all seams firmly. If the original carton is unavailable, use a new heavy-duty box or a pallet crate with thick padding on all sides.

For freight returns, we will confirm pallet requirements and provide bill of lading (BOL) details.

11) What we inspect on arrival

When your return arrives, our team verifies the model/size/finish, confirms all components and hardware are present, checks for signs of use or modification, and checks whether packing protection was sufficient.

If parts are missing, the item shows use/alteration, or inadequate packing causes new transit damage, we may reduce the refund to cover repair/replacement costs or, where practical and if you prefer, return the item to you. We will explain any adjustment before finalizing the refund.

12) Refund timing and method

Once your return is received and passes inspection, we process the refund within 7 business days. Refunds go to the original payment method in USD (cards/PayPal). Store credit can be issued instead if you request it. Banks may need additional business days to post funds. Any currency conversion differences are set by your payment provider, not by Loxsport.

13) Exchanges

Exchanges (for example, switching to a different size/finish) may be available within 30 days when inventory allows.

Issue-based exchanges (damage/defect/wrong item): we cover shipping.
Preference exchanges (change-of-mind): the customer is responsible for shipping unless we agree otherwise in writing for a specific case.

Replacement shipments are arranged after the original item is received and passes inspection. Sending a replacement before receiving the original is not available.

14) Refused deliveries and undeliverable shipments

If a delivery is refused without prior notice and the carrier reports no damage, we can coordinate the return. Outcomes may include rescheduling delivery or issuing a refund after the item is received and inspected, with fees handled according to whether it is shop-fault or change-of-mind.

Shipments that are undeliverable due to repeated missed appointments or incorrect/insufficient addresses may return to sender. We can re-ship after verifying the address and payment of any carrier return, storage, or re-delivery fees at cost where applicable.

If refusal is due to visible carrier-caused damage that you note with the driver, we handle the claim and no re-delivery fees apply to you.

15) Taxes, duties, and customs on returns (international)

For eligible returns from covered regions, we may provide return labels and paperwork to reduce delays.

Shop-fault returns: if we provide the label and documents, we cover necessary return shipping and related processing as described in your return instructions.
Change-of-mind returns: if you use a self-arranged courier, you are responsible for customs charges and any loss/damage in transit. If we can provide a label/paperwork option, we will explain costs and responsibilities before you ship.

This approach matches our Shipping Policy and aims to make outbound and return handling as straightforward as possible.

16) Regional compliance notices

Nothing in this policy limits mandatory consumer rights in your country (including EU/UK statutory rights for eligible goods and Australian Consumer Law consumer guarantees). Where local law provides greater protection, Loxsport will honor the greater protection.

17) Need assistance?

We normally reply within 1–2 business days (Mon–Fri, local warehouse time). For faster resolution, include your Order ID, delivery address, and clear photos/video for damage/defect reports.

Contact us via:

Phone: +1 (214) 236-3898

Email: [email protected]

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