Lofta Returns Policy and Process | Lofta

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Rest Assured Return Policy

Lofta is committed to your satisfaction and will do everything possible to exceed your expectations – rest assured.

New & unopened products

You can return any new and unopened item within 60-nights from date of delivery for a full refund to your original payment method. Expedited shipping costs are not eligible for refund. Lofta makes it easy to send the returned products back – shipping labels are available with tracking details. Please note that refunds may take up to 10 business days. Products must be returned with all the original packaging, including manuals. Items that do not meet these requirements will be sent back to you.

To begin a return, please follow the Return Process to obtain a Return Merchandise Authorization (RMA) number.

Used & opened products

To ensure that you can use and evaluate the products you purchase and be assured they work for you, we offer a 60-night return option from date of delivery for most products -- with a few exceptions. Used or opened returned items will be refunded to a Lofta Store Credit (does not expire) or to original payment method with a 15% restocking fee. Expedited shipping costs are not eligible for refund. Lofta makes it easy to send the returned products back – shipping labels are available with tracking details. Please note that refunds may take up to 10 business days.

You may return the same item only once. We do not accept returns of products that have ordinary wear and tear, water damage, cigarette/cigar smoke damage, or any damage caused by improper use or accidents. Products must be returned with all the original packaging, in the manufacturer box, including manuals. Items that do not meet these requirements will be sent back to you.

Exceptions

The following products must be both new and unopened in their original packaging to qualify for the 60-night return policy above; these products can never be returned if used or opened:

• Home Sleep Test

• Stelo Glueclose Biosensor

• Battery and Power Converters / Adapters

• Solar Panels

• LoftaCare, LoftaCare Plus, LoftaCare Complete

• Lofta Gift Cards

Mask exchanges

At Lofta, we are dedicated to your comfort and success with CPAP therapy. To ensure that you find the right mask, we offer a 60-night return option for all complete mask systems (cushions, frames, and headgear bought separately are excluded). If the mask is not a fit for you, simply initiate a return [HERE](/content/apps/redo/returns-portal/login "HERE"/index.html) and select one of the “If Mask-“ return reasons. If you would like support and guidance with your mask exchange, add detailed comments within your return request and a Lofta representative will reach out to offer you assistance. If a specific mask style is exchanged and repurchased, it is not eligible for mask exchange again. Shipping costs are not eligible for refund. Please note that returns may take up to 10 business days to process

Enhanced returns for LoftaCare subscribers

Active Loftacare Subscribers enjoy an enhanced return policy which allows for a Active LoftaCare Subscribers receive additional perks with their returns: in addition to unlimited therapy support, they are allowed a 60-night refund in the form of original payment method – for most products. The initiation cost of the LoftaCare subscription, as well as expedited shipping costs are NOT eligible for refund. Products must be returned with all original packaging, including all instructional manuals, included cases/bags, and powercords (if indicated).

We do not accept returns of products that have ordinary wear and tear, water damage, cigarette/cigar smoke damage, or any damage caused by improper use or accidents.

Products that have been returned and repurchased are not eligible for return again. Lofta does not accept returns or products that have ordinary wear and tear, water damage, or damage caused by improper use or accidents. With returned orders, shipping cost will be deducted from the value of the refund, and it is subject to expiration after 14 days if not used.

To initiate an enhanced LoftaCare return, please connect with your therapy representative, or contact Lofta at: (800) 698-8000. Please do NOT process your return through the Lofta website.

Return process

To begin a return, please first click on the following link: https://lofta.com/apps/redo/returns-portal/login

Follow the steps below to initiate a return:

On the Returns Initiation page (above), enter in your order number and the email address used to place the order. You should have been sent an order confirmation email upon placing your order that includes a 6-digit number. (Note: only orders that have been fulfilled will be visible).
Click “Find My Order”.
Click the item(s) within that order that you are wanting to return until they are highlighted.
For each item, select most appropriate reason for the return request and add detailed comments. Some items are not eligible for return based on the specific product category, the date of purchase, or the used/opened status. If you have questions about eligibility, please call (800)-698-8000 or email sleep@lofta.com.
Guidance will be offered to drop package off at nearest FedEx. Select the nearest drop-off location, or select “Proceed without selecting a drop-off location”.
Upon confirming return details, select “Submit my Return”. Please note that the shipping cost is deducted from the value of the refund. It is also subject to expiration after 14 days if not used.
Once the returned package is received, please allow up to 10 business days to process. You will be contacted by our team if there are questions/issues with your return. If approved, the refund of either store credit or original payment will be applied promptly, and you will receive an email with receipt of the return. Once received, if your item or items are NOT in-line with the eligibility guidelines, it will be returned back to sender.

If you have any questions or issues with the above process, please call (800)-698-8000 or email sleep@lofta.com and we would be happy to assist you with your return.

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LoftaCare

LoftaCare Therapy Package

The gold standard in therapy equipment from ResMed all in one complete package.

Jump Start Coaching

A personalized call with a Lofta Sleep Coach to ensure your start of therapy was a success.

60-Night Success Guarantee

If you aren't convinced of the transformative effects within the initial 60-nights, we will refund your device purchase.

60-Night Mask Assurance

Free mask returns and exchanges for a full 60-nights to ensure you have the perfect fit.

On-Demand Dedicated Support

Your dedicated Lofta Sleep Coach will stay on call to support you at every step of your journey.

Connected Care

Lofta can remotely monitor your nightly sleep data and make therapy adjustments to your device accordingly.

Daily Reports Through MyAir

Every day, 365 days a year, receive an e-mail in your inbox showing your sleep therapy outcomes.

Compliance Reporting

On-demand clinical reports for an in-depth view of your outcomes and to meet compliance requirements.

3-Year Protection Plan

Lofta will replace any defective device for 3-years regardless of length of the factory warranty.

Exclusive Discounts

LoftaCare members get exclusive discounts on the CPAP resupply they need.

Telemed Details

This short video call (less than 5 minutes) is required for the independent medical practice to review your medical history and approve the use of a home sleep test. In some cases co-morbidities, underlying conditions or risk factors may be discussed, and the content of this call is at the discretion of the healthcare professional.

WatchPAT One

The easy-to-use, FDA-approved WatchPAT™ One from Itamar Medical can give a full picture of your sleep health in one night.

The WatchPAT™ One is an FDA and DOT approved portable sleep apnea diagnostic device. Its innovative technology ensures the accurate screening, detection, and follow-up treatment of sleep apnea.
Accurately measures for sleep apnea based on up to 7 different factors: PAT signal (peripheral arterial tone), heart rate, oximetry (blood oxygen level).
Measures true sleep time, sleep architecture, and central sleep apnea.
Validated against standard polysomnography (PSG).
Download the WatchPAT™ One app on Google Play or Apple App Store for instructions about how to apply the sensors.

SleepImage Ring

The SleepImage Ring is non-invasive, and comes in multiple sizes, it can be a good alternative for those who have encountered difficulties with other types of sleep test.

The SleepImage Ring is an intuitive and easy-to-use device that calculates cardiopulmonary coupling (CPC) data for comprehensive sleep assessment.
It measures parameters like pulse rate, heart rate variability, oximetry, sleep architecture, actigraphy, and more.
The generated report covers sleep opportunity, sleep apnea events, sleep pathology, and overall sleep quality.
With real-time monitoring, it captures data throughout the night and provides immediate feedback to healthcare practitioners.
Setting up and running the test is simple with the accompanying app, making it accessible to anyone.

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