Returns Policy

Returns Policy

At LoveVella, we want every customer to feel confident when shopping with us. If you need to return an item, please contact us before sending anything back so we can confirm the correct return process.

Due to the intimate nature of the products we sell, strict hygiene rules apply to all returns.

Unwanted Items

If you change your mind, you must contact us within 14 days of receiving your order.

After contacting us, you then have 14 days to return the item.

To be accepted, unwanted items must be:

Unused
Unopened
In their original packaging
In a resaleable condition
Returned with all seals, shrink wrap and hygiene packaging intact
Returned with all accessories, instructions and parts included

For hygiene and safety reasons, we cannot accept returns of intimate products if the packaging, hygiene seal, shrink wrap or protective seal has been opened, removed, damaged or tampered with.

Hygiene-Sealed Products

The following items are strictly non-refundable and non-exchangeable once opened, unless faulty:

Sex toys
Vibrators
Dildos
Male toys
Anal toys
Lubricants and oils
Condoms
Lingerie and underwear
Bondage items
Personal intimate products
Any item supplied with a hygiene seal or protective packaging

Opened sealed items cannot be returned simply because they are unwanted.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

Faulty Goods

If your item appears to be faulty, please contact us before returning it.

We may ask you to provide clear photo or video evidence showing the fault. For powered products, this may include:

Charging the item or inserting batteries where applicable
Turning the product on and off
Showing the issue during normal operation
Showing the charging cable, battery compartment or controls where relevant

This helps us assess the issue quickly and confirm the best solution.

Faulty Item Assessment

Once we receive your information, and where required the returned product, we will assess the fault.

In some cases, we may need to liaise with our supplier, distributor or manufacturer before confirming the outcome. This may extend the processing time, but we will keep you updated.

If the item is confirmed as faulty, we may offer:

A replacement
A refund
Store credit, where agreed

If an item is returned as faulty but is found to be working correctly, we may return it to you. In this case, return delivery charges may apply.

Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong item, please contact us as soon as possible.

Please include:

Your order number
A clear description of the problem
Photos of the item
Photos of the packaging
Any other details that may help us resolve the issue

Please do not use or open the item if it is incorrect or damaged, unless we ask you to do so for assessment.

Return Shipping

For unwanted items, the customer is responsible for return postage costs.

We recommend using a tracked delivery service, as we cannot be responsible for returned items that are lost in transit.

If the item is confirmed as faulty, damaged or incorrect, we will provide a suitable solution in line with your consumer rights.

Non-Delivered or Returned Parcels

If a parcel is returned to us because of an incorrect address, failed delivery attempt, refusal of delivery or non-collection, we may deduct the original delivery cost and any return courier charges from any refund due.

If you would like the order resent, new delivery charges may apply.

Refunds

Once your return has been received and inspected, we will confirm whether your refund has been approved.

Approved refunds will be processed back to the original payment method where possible.

Please allow time for your bank or payment provider to process the refund after it has been issued.

We may reduce or refuse a refund if the item has been used, opened, damaged, returned incomplete or handled beyond what is necessary.

Items That Cannot Be Returned

We cannot accept returns for:

Opened intimate products
Used products
Items with broken hygiene seals
Items without original packaging
Items damaged after delivery
Items returned without contacting us first
Personalised or custom-made items, unless faulty
Gift cards or digital products, where applicable

How to Start a Return

To request a return, please contact us with your order number and reason for return.

Email: [add your customer support email]

Please do not send items back without contacting us first, as this may delay your return.

Important Note

Nothing in this Returns Policy affects your statutory rights. This policy applies to purchases made directly through the LoveVella website.