Legal & Policies

1. Cancellation Before Pickup

Orders cancelled before successful pickup are generally eligible for a full refund.

2. Failed Pickup

If pickup fails due to operational reasons attributable to Loop, customers may be eligible for a full refund. Charges may apply where pickup failure occurs due to:

• Sender unavailability
• Incorrect address
• Improper packaging
• Restricted items
• Misdeclaration

3. Failed Delivery

Where shipment pickup has already occurred but delivery ultimately fails, applicable forward charges, return charges, storage fees, or partner carrier fees may be deducted before any eligible refund is processed.

4. Incorrect Address / Receiver Issues

Refund eligibility may be affected where shipment delivery fails due to:

• Incorrect address
• Receiver unavailable
• Refusal to accept shipment
• Incomplete contact information

5. Refund Timelines

Approved refunds are generally processed within 5 business days, subject to banking and payment partner timelines.

6. Duplicate or Excess Charges

Verified duplicate billing or excess charging may be adjusted or refunded after review.

7. Non-Refundable Circumstances

Refunds may not apply in cases involving:

• Fraudulent activity
• Restricted or prohibited goods
• Customs seizure or government action
• Force majeure events
• Incorrect declarations
• Legal violations