Returns, Replacements & Refunds

How to request a return, replacement, or refund.

At a glance

Return and replacement requests must be raised within 48 hours of delivery.
All requests (return, replacement, refund) are submitted via Report & Support in the app.
Refunds, when approved, typically reflect in 5–10 business days.

You may request a return if the delivery was not completed as agreed (e.g. wrong address, item not delivered, or significant damage reported at handover).
Return requests must be raised within 48 hours of delivery completion.
We will review your request and, if eligible, arrange for the item to be picked up from the delivery address. Return pickup may incur an additional fee depending on distance and size.
Items must be in the same condition as at delivery. We reserve the right to refuse returns if items are used, altered, or damaged after delivery.

If an item arrived damaged or incorrect, you may request a replacement instead of a return.
Replacement requests must be made within 48 hours, with clear photos of the issue where possible.
We will coordinate with the delivery partner and, when applicable, arrange a new delivery. Replacement delivery fees may apply.
Replacements are subject to availability and the nature of the issue. We may offer a refund instead if a replacement is not feasible.

Refunds may be issued when a delivery is cancelled before pickup, or when we determine that a return or replacement is not possible or fair to you.
Refund eligibility is decided on a case-by-case basis. We will notify you of the outcome and, if approved, process the refund to your original payment method.
Refunds typically reflect in 5–10 business days, depending on your bank or payment provider.
Delivery fees may be partially or fully non-refundable if the cancellation or issue was due to circumstances on your side (e.g. wrong address, unavailability at pickup).

All return, replacement, and refund requests are handled through Report & Support in the app.
Open Report & Support and choose "Request a return", "Request a replacement", or "Request a refund" as appropriate. Include your delivery request ID and a short description of the issue.
For damage or wrong-item issues, include photos in your email to support@loady.app or in a follow-up to the same address. We will review and guide you through the next steps.