All orders must be checked at the presence of the carrier at the moment of delivery. If you have received a damaged item you have to notify the carrier (check with the carrier for their contact information) and us at info@theloods.com the same day of receiving your order. All shipments are insured and we must comply with the insurance policy of the carrier in order to make a damage claim.

Only damage that has occurred during shipping and delivery is eligible for a damage claim. Please carefully read the items state of condition in the product description. Any damage and/or usage marks described in the product description and/or shown in the pictures is not eligible for a damage claim.

Any damage to the product must be notified to us and the carrier first before any further action is taken by the recipient. We do not accept claims for costs the recipient made after receiving the damaged item like repair or storage costs unless clearly approved by us prior.

We strive to offer you the best possible customer service. Any item(s) you wish to return have to be send to us within 14 days of receiving your order. Returns will only be accepted after they have been notified to us and have been approved in advance.

All shipping costs including any additional costs such as import taxes, customs duties and fees are for the recipient.

The recipient is responsible for the item(s) during shipping until they are received back by us. Rennalds (The Loods) will not accept any responsibility for loss or damage. Any items lost or damaged during shipping will not be refunded.

HOW TO RETURN AN ORDER

Step 1
You must notify us of your wish to make a return by sending us an email at info@theloods.com. Always state your order number as the subject line. If we are not notified within 14 days of receiving your order, the item(s) will be considered sold for good.

Step 2
Wait for an email confirmation with all the info about your return.

Step 3
Pack the package in a safe way and send it to us. Make sure the package is properly packaged. A safe and correct delivery is your responsibility.

Step 4
Once we have received the package, it takes 2-3 business days before we have performed a quality check. We will contact you by e-mail. After approval, the refund is made within 7-10 working days.