Returns and refunds

The short version

You have 30 days from the delivery date to send anything back. There is no restocking fee, no return shipping fee and no deduction of the original shipping cost, because shipping was free. The full amount you paid returns to your original payment method.

How to start a return

1. Email orders@loftstead.com with your order number, which starts with cs_ and is on your confirmation email.
2. We reply within one business day with a prepaid return label as a PDF and a QR code you can show at the carrier counter.
3. Repack the item in its original packaging, attach the label and drop it off. Keep the drop off receipt until the refund lands.

Condition we accept

Items must be unused and complete, with the original packaging, headcovers, cases, manuals and accessories. A putter that has been rolled on a practice green is fine. A putter that has been played on a course, scratched, or regripped is not, because it can no longer be sold as new.

Bags and travel covers must be free of course dirt and airline markings. Rangefinders must include the battery, case and cloth.

If an item arrives back outside this condition we contact you with photographs before doing anything. You can have it shipped back at no cost, or accept a partial refund. We do not make that decision for you.

Refund timing

Refunds are issued within five business days of the return arriving at our facility, and most are same day. Stripe returns the money to the original card or wallet. Your bank then takes its own time, usually three to ten business days, to post it to your statement.

You get an email at the moment the refund is issued, with the amount and the payment method it went back to. There are no hidden deductions on that figure.

Exchanges

We do not process exchanges as a swap, because it slows the refund down. Return the item for a full refund and place a new order for what you want. If the new order is a putter length change, tell us in the same email and we will hold a unit for you so it does not sell out while the return is in transit.

Damaged, defective or wrong item

Photograph the item and the outer box and email within seven days of delivery. A replacement ships the same day we see the photographs. You do not have to wait for the faulty item to reach us, and you are never asked to pay twice.

Cancellations before shipping

An order can be cancelled at no cost until it enters fulfilment. Email orders@loftstead.com from the address on the order with your order number. A person confirms within one business day.

Warranty claims are separate

Two year limited warranty against manufacturing defects runs for 2 years from delivery and is handled outside this return window. A zipper that fails in month eight is a warranty claim, not a return. Email us with photographs and the order number and we will repair or replace it.

Return address

Do not send anything back without a label from us, because unannounced parcels cannot be matched to an order.

Your statutory rights

This policy sits on top of the rights you already have under applicable US federal and state law. Nothing here reduces them.