Kinda, I dropped a note to customer services that the dimensions of this Lifelike 9" weren’t as advertised and could I exchange for something else. It almost goes without saying that customer services obliged (they are so good)
… and at the time I didn’t even realise there was such a policy
I’ve used it a couple of times, but it was a while ago now, and it was a bit different then. They’ve updated it fairly recently so you now have 60 days to mull it over, and you get a refund instead of a swop (which I think I’d prefer). Here’s the blurb:
Sex Toy Happiness Promise
If you’re not completely happy with a sex toy you have bought from Lovehoney, let us know why within 60 days of receiving it and we’ll give you a full refund.
To make a claim under the Sex Toy Happiness Promise, fill in the Returns form above and choose ‘Sex Toy Happiness Promise Claim’ as the reason for returning the item.
The number of refunds you may receive under the Sex Toy Happiness Promise is limited entirely at Lovehoney’s discretion.
Please note that lingerie, lubes and better sex products and bondage items are not covered by the Sex Toy Happiness Promise
A couple of times I bought something quite expensive which just didn’t work for me. One was faulty, so I got a refund, and the other time I swapped for something else the same price.
I have also bought a couple of things on offer which haven’t worked out - in that case an item which might be quite expensive at full price can only be exchanged for the equivalent of the offer price, and if you bought a basket load of things to make up an offer then Lovehoney works it out. If you get £50 toy for £15 after all offers etc are added to your basket then you will get £15 to spend if you want to send it back.
So, it is good for full price things, but think carefully if you want to send pricey items back if you bought them on offer.
I’ve used the Sex Toy Happiness Promise 2 times because the toys I had originally ordered didn’t work for me. Both times I contacted Customer Care and the assistants helped me choose something that would be better for me.
It’s been a long time since I used it, but I didn’t get an email either time, but I did get a ‘refund processing’ email back in January when I returned something, so that may have changed? If it’s been longer than 14 days you should chase them up.