Refund policy

Standard Return Policy
Our policy lasts 30 days from the date of delivery for regular-priced items. Refund requests within 30 days of item(s) being delivered will be refunded via the original payment method.

No refunds can be provided on clearance and sale items.

We aim to process your return within 5 days of receiving the returned item(s). Refunds are automatically issued when a return is processed.

If the aforementioned timeframes have elapsed, we cannot offer you a refund. These rules do not affect your statutory rights.

Loomi Guarantee
We believe we make some of the best Merino activewear in the world. If for any reason you're not satisfied with your purchase, follow the instructions below to return an item with proof of purchase within 30 days of the original purchase for a replacement or refund.

Request a Return
To complete your return, we require proof of purchase (order number or confirmation email) or date and location of sale if at an event.

To be eligible for a return, your item must be unused and in the same condition that you received it with the original packaging attached.

Non-returnable items:

• Gift cards
• Sale items.

Contact us at info@loomiactive.com

Please mark your email as "Return Refund/Exchange" and provide the following details in your email:

• Order number
• Product description and quantity of the item(s) you wish to return (as shown on your order confirmation email or text)
• Reason for return.
• Exchange preference or refund detail.

Once we receive your email request, our team will send you a returns address to return your items.

Return Delivery
You will be responsible for paying the shipping costs for returning your item(s). Shipping costs are non-refundable.

Returned items are your responsibility until they reach us, so please ensure they are properly packed to avoid any damage during transit. We recommend obtaining proof of postage or using a trackable shipping service in case you need to contact us about your return, as the parcel remains your responsibility until it arrives back with us. If you are shipping an item over £50, consider purchasing shipping insurance if your chosen shipping method does not cover loss or damage in transit.

Exchanges
We cannot offer exchanges for items purchased, only refunds. If you want a replacement item, please place a new order online, and your return will be processed separately.

Received a Damaged or Defective Item?
If you have received a damaged or defective item, please contact us at info@loomiactive.com with the following information, and a member of our team will contact you within 2 business days to arrange a replacement or refund:

• Order number and date of purchase
• Your name, contact email address, and telephone number
• Description and/or a picture of damage or defect.

Returning an Incorrect Item
If you have received an item that does not match your order, please contact us at info@loomiactive.com with the following information:

• Order number and date of purchase
• Description and quantity of the incorrect item(s) received.

You will be contacted within 2 business days with details on how to return the incorrect item(s) along with a free return shipping label. When the incorrect items have arrived back with us, we will inspect them and arrange for the originally ordered items to be shipped.

Exemptions
We are unable to accept returns for gift cards, and no refunds can be provided for clearance and sale items.

Refunds
Once your return is received and inspected, our team will process a refund for the item(s). Returns will be processed in approximately 5 days from the date of receipt.

You will receive an email notification once we have completed your return. Any refund will be automatically issued to the original payment method. This process typically takes 10 working days, depending on your payment provider.

Please note that there are certain situations where only partial refunds are granted (if applicable):

• Any item(s) not in its original condition or damaged for reasons not due to our error
• Any item(s) returned more than 30 days after delivery.

This policy does not affect your statutory rights.