RETURNS, QUERIES / COMPLAINTS & NOTICES

1) Upon delivery the Buyer will inspect the package/packaging. Where the package/packaging is/or appears to be damaged in any way then the Buyer must bring this to the attention of the deliverer. Where items are signed for on delivery the Buyer must mark “package damaged” when signing for the item.

(2) Immediately upon receipt the Buyer will properly inspect the Goods and shall notify the Supplier in writing by email info@loopofficial.com within 5 working days of delivery if the Goods are damaged or do not comply with any of the Contract. If the Buyer fails to do so the Buyer shall be deemed to have accepted the Goods.

(3) Where a claim of defect or damage is made, after contacting the Supplier in accordance with clause 8(2) above, the Buyer must comply with the Returns Instructions provided by the Supplier. The Buyer is under a duty to take care of the Goods until they have been returned to the Supplier. Once the Supplier has received the returned Goods and if the Goods are defective then the Supplier will either provide a replacement or a credit note (excluding the proportion of delivery costs relating to the faulty item). However, any failure to follow the requirements and procedures detailed in this clause 8 and the buyers obligations at clause 9 following will be considered a breach by the Buyer and the Supplier will not provide a replacement or a refund.

(4) All Goods to be returned must clearly show the order number obtained from the Supplier together with any information the Supplier stipulates in the Returns Instructions.

(5) Where returned Goods are found to be damaged due to the Buyer’s actions the Buyer will be liable for the cost of remedying such damage.

(6) All goods to be returned must be returned using Royal Mail Recorded Delivery or similar service which requires a signature upon receipt. Return postage is paid by the buyer. The seller will not reinburse return postage costs under any circumstances.

(7) All items returned must be sent to the sellers address. Items sent for return must be received back either by the seller or the Third Party Vendor within 7 days from the date of acceptance of the return.

(8) Where Goods are purchased and deemed unwanted, the Buyer can return them at their own cost.  Items must be returned as originally sent (ie in original packaging etc). You must notify us in writing by email of any unwanted items within 7 days of receipt of the order. The Buyer can return the unwanted/change of mind items at their own cost and receive a credit note for the full amount of the purchased products less the original postage cost to be spent on any other items on the website or offset against a future purchase. All credits notes are issued at the discretion of Loop.

(9)  Any issues, concerns or complaints whatsoever about Our products or services must be raised by the Buyer with Us before approaching any third party. Third parties include but is not limited to independent review sites, chargeback services including bank, credit/debit card or paypal. Reasonable time must be given to allow us to resolve your complaint. You must contact us in writing on info@loopofficial.com and must include: Your name, Order number, Best contact telephone number and a full detailed description your reason for contact.

We will acknowledge any contact We receive within 2 working days and aim to provide a full response within 28 days, but We shall be entitled to take up to 56 days to provide Our full reply. Each complaint will be dealt with by an individual complaints manager. Once We provide you with an internal response, Our response will be final.