Refund policy
Last updated: December 17, 2025
At Loom & Latch, we want you to love what you ordered. This Refund Policy explains how returns, exchanges, and refunds work for purchases made on loomandlatch.com.
Contact
To start a return or exchange, email us at support@loomandlatch.com with your order number and the item(s) you’d like to return.
Legal business name: Nikhil Bector (sole proprietor)
Operating name: Loom & Latch
Return address: 7 Princeton Avenue, Halifax, Nova Scotia, B3R 2A1, Canada
1) Returns (change of mind)
We accept returns on eligible items within 30 days of delivery.
To be eligible, items must be:
- Unused, unwashed, and in original condition
- Free of pet hair, odors, stains, bite marks, or visible wear
- Returned with any original packaging/tags where applicable
If an item is returned in used or unsellable condition, we may refuse the return or issue a partial refund (where permitted).
2) Non-returnable items
Unless defective or required by law, the following are not eligible for return:
- Final sale / clearance items
- Gift cards
- Items that have been used (for hygiene reasons) or are not in resellable condition
3) Damaged, defective, or incorrect items
If your order arrives damaged, defective, or you received the wrong item, contact us within 48 hours of delivery and include photos. We’ll make it right with a replacement, refund, or store credit depending on the situation.
4) Exchanges
If you need a different size/style, email us and we’ll help you exchange (subject to stock availability). Exchanges must meet the same eligibility conditions as returns.
5) Return shipping costs
- Change-of-mind returns: return shipping is paid by the customer
- Defective/damaged/wrong item: we will cover return shipping or provide an alternative solution
Original shipping charges are non-refundable unless required by law or the return is due to our error.
6) Refunds
Once your return is received and inspected, we’ll notify you of approval or rejection.
If approved:
- Refunds are issued to the original payment method
- Processing typically takes 5–10 business days after inspection (bank/payment provider timelines can vary)
7) International orders (US / UK / AU)
International customers are responsible for any duties, taxes, or customs fees charged by their country. These fees are not refundable by Loom & Latch.
8) UK customers — cooling-off rights
If you are a UK consumer, you may have a legal right to cancel most online purchases within 14 days of receiving your goods, and then return them within a further period, subject to exceptions.
To use this right, contact us within 14 days of delivery stating you wish to cancel, then follow our return instructions.
9) Australia — consumer guarantees
For Australian customers, this policy operates in addition to your rights under Australian Consumer Law. You may be entitled to a repair, replacement, or refund for products that are faulty or not as described, and businesses can’t take those rights away.
10) Canada — your rights
In Canada, return and exchange practices are generally set by the seller’s stated policy, and consumer protection can also involve provincial/territorial guidance.
Nothing in this policy limits any rights you may have under applicable consumer protection laws.