Exchange, Return and Repair Policies
* * Loki will not accept any item sent for repair or exchange that has not been pre-authorized with a Service Authorization Number. * *
EXCHANGE / RETURN POLICY
Loki strives to ensure that all customers are happy with the products that they purchase or receive as gifts. Bearing that in mind we want you to be aware of our policies in regards to Exchanges and Returns:
Exchanges will be accepted up to 30 days after the purchase of an item provided that the original tags are with the item and you have the receipt. If you purchased the item from our online store, your order number will be accepted in lieu of an actual receipt.
We accept exchanges for any sizing, color, don’t like the item, etc. In terms of shipping we will issue you a Service Authorization number and you will pay to ship the item(s) back to us. We will pay to return the new item to you which will balance out the shipping costs.
Returns will be accepted up to 90 days after purchase for a full refund to the originally provided purchase method (Refund to Cash for Cash, Card for Card, etc.) provided the item in question has not been washed, is still in “New” condition and the original tags are present. If for whatever reason you do not have the original tags, please state this in your SA Request.
Outside of the 90 days, we will accept a return up to 1 year from purchase for a refund to internal credit. By that we mean that we will take the purchase value of the jacket and apply it to any other purchase from our store or website. Past the 90 days there will be not be a return of money available.
Please wash all items prior to being sent in; If any items are deemed soiled upon receipt of them in our warehouse, they will be rejected and or we will charge a cleaning or restocking fee $10 up to $100 depending on the value of the item.
* * INTERNATIONAL REPAIR IS NO LONGER AVAILABLE.* *
Broken and/or worn out zipper sliders are a common issue and can be performed at many fabric stores and alterations business nationwide. Try using a local solution before contacting us for warranty.
Loki products have a limited warranty to the original owner against defects in materials and workmanship of the product for a period of 1 year. This no longer applies to zippers in most cases - see below. If a product ever fails due to a manufacturing defect, even after extended use, the product will be repaired or replaced, at our discretion. This warranty does not cover: damage caused by accident (for example broken zipper teeth from snagging and forcing it, slammed car door or dog chewing), improper care, negligence, laundering, normal wear and tear, or the natural breakdown of colors and materials over extended time and use.
Damage not covered under warranty will be repaired for a reasonable rate.
Repairs done outside of the average 1 year warranty coverage may cost depending on the needs of the repair. Any incurred charges will require settlement before them item(s) are returned to you.
Total lead time for repairs with charge is 2-8 weeks from the date of the repair and charge approval.
We do our best to repair the non-warranty products as accurately as possible, but sometimes the repair of the product can only be done by adding extra seams or by using materials with a difference in color compared to the color of the original product. In a lot of cases we can only use a contrasting color like black or grey. We do not replace complete panels.
All items sent back to Loki are on an evaluation basis. While we have assigned you an authorization number to return your item to us, it does not ensure that your repair request will be approved. If for any reason we do not approve it, we will send you an email or call you stating it's reason for pending authorization or disapproval.