New Returns Policy FYI (Jan2018)

Hello all!

You may have noticed some new developments at Lovehoney recently e.g. the subscription offer. We hope many of you have managed to take advantage of this amazing offer.

There is another new development that will not affect you all too much but we wanted to inform you of it all the same before it happens. The change is to our returns policy.

New Lovehoney Returns Policy - Free Returns and 1 Year Product Guarantee

There are three parts to the policy:

  1. Free Returns for 30 Days on all products

Any customer who is not happy with any item they receive from Lovehoney can return it for free up to 30 days later, providing it is unused and is in its original packaging/has its original tags. We will offer you an exchange or a full refund.

For Example: You have purchased a Lifelike lover 9 inch for the OH. Sadly, they think this is horrible and way too big! They don’t want it so you return it for a smaller size or simply get a refund.

UK law says you have 14 days to return an item so we think this is still a brilliant policy.

2. 1 Year Free Returns on faulty products

When you create a Lovehoney account, you qualify for our awesome 1-year product guarantee. If anything goes wrong with your product, we’ll replace it for up to a year after purchase.

For example: You order the Lelo Sona Clitoral Stimulator and sadly within a year of having it, it stops sucking, you can contact Customer Care to arrange a replacement.

UK law says you have 30 days to return a faulty item - and that will of course apply to non-account holders - so we think this is still a brilliant policy!

3. The Sex Toy Happiness Guarantee

Lovehoney account holders also qualify for our Sex Toy Happiness Guarantee. If you're not completely happy with a sex toy you have bought from Lovehoney, let us know why within 30 days of receiving it and you can return it for free and we'll replace it with one that we think will work for you. This applies to all sex toys only. Lingerie, lubricants and essentials, bondage items or gifts and games are excluded.

For Example: You have purchased the Desire Clitoral Vibrator, you have used it and felt like it was too rumbly for you and want to send it back. Fill out the returns form, selecting ‘Sex Toy Happiness Guarantee Claim’. Return it as usual within the 30 days. We will then contact you to discuss exchanging it for a more suitable product.

So you can still shop risk-free and try new sex toys. No other retailer we can think of offers this, so we think it is still a brilliant policy!

We know that this will take some getting used to, so our Customer care team are on hand 24/7 to help answer any queries you may have around this.