Thinking about making a return to Lovehoney? Understanding the Lovehoney return policy before you buy can give you total peace of mind. It’s designed to be straightforward and customer-friendly, ensuring you can shop with confidence for everything from intimate apparel to pleasure products. This guide breaks down everything you need to know, from time limits to condition requirements, in simple, clear steps.
Lovehoney Return Policy
The core of the Lovehoney return policy is their 100% Happiness Guarantee. This is their promise to you. It means you can return any item for any reason within a specific period for a full refund or exchange. It’s one of the most generous policies in the industry. The key is to know the details so your experience is smooth.
What is the 100% Happiness Guarantee?
This guarantee is the foundation of their returns. It’s not just for faulty items. If you buy something and simply change your mind, it doesn’t fit right, or it just wasn’t what you expected, you’re covered. They stand by their products and want you to be completely satisfied with your purchase. There’s no need to feel awkward or make up a reason.
- It applies to almost everything they sell.
- You can return for a refund or an exchange.
- The standard return window is 365 days from your purchase date.
Standard Return Timeframe: 365 Days
You have a full year to decide if an item is right for you. This long window is exceptional. Most retailers offer 30 to 90 days. It means you don’t have to rush your decision. Just ensure you initiate the return within this one-year period. Remember, the clock starts from the date your order was placed, not when you received it.
Important Exceptions and Conditions
While the policy is broad, a few sensible exceptions exist. These are mainly for health, safety, and hygiene reasons. Knowing these upfront prevents any surprises later.
- Open and Used Items: Generally, you can return opened and gently used items under the Happiness Guarantee. This is unique to Lovehoney.
- Non-Returnable Items: Certain products cannot be returned for hygiene reasons once the seal is broken. This includes:
- Sex toys (if used)
- Nipple clamps and other intimate accessories
- Edible underwear and other consumables
- Condition Requirement: Items must be returned in a resalable condition with all original packaging and parts. They cannot be damaged beyond normal inspection.
Step-by-Step Return Process
Returning an item involves a few simple steps. Follow these closely to ensure your return is processed quickly.
Step 1: Start Your Return Online
Go to the Lovehoney website and find their Returns Center. You’ll need your order number and email address. Log into your account to see your order history and select the item(s) you wish to send back. You’ll be asked to choose a reason for the return from a dropdown menu.
Step 2: Choose Refund or Exchange
Decide if you want your money back or a different product. If you choose an exchange, you can pick the new item during this process. The system will guide you through it. If the new item costs more, you’ll pay the difference. If it costs less, you’ll get a refund for the difference.
Step 3: Package Your Item Securely
Place the item securely in its original packaging, if possible. Include all manuals, cords, and accessories. Put it in a plain shipping box. Do not use the Lovehoney-branded box it came in for the outer shipping box. This ensures discretion. You can reuse the brown outer box it arrived in if you have it.
Step 4: Attach the Provided Label
Once you complete the online steps, Lovehoney will email you a prepaid return shipping label. Print this label and attach it firmly to the outside of your package. Cover any old labels. In some regions, you might get a QR code to show at a drop-off point instead.
Step 5: Drop Off Your Package
Take your packaged and labeled item to the designated carrier drop-off location. This is usually a postal service or a parcel shop. Get a proof of postage receipt if you can. Keep this until you get confirmation your return was received.
Refund Methods and Timing
Once Lovehoney receives and inspects your return, they will process your refund or dispatch your exchange item. The speed depends on your original payment method.
- Credit/Debit Card: Refunds typically appear in 5-10 business days after processing.
- PayPal: Refunds are usually faster, often within 3-5 business days.
- Lovehoney Gift Card: Refunds to a gift card are almost instant once processed.
- Bank Transfer: Can take up to 10 business days to show in your account.
You will recieve an email notification when your refund is issued. Contact customer service if you haven’t heard anything after two weeks from the delivery confirmation.
International Returns
If you’re outside the UK or the US, the process is similar but shipping may differ. You might be responsible for return shipping costs unless the item is faulty. Always check the terms for your specific country on the Lovehoney website. Duties and taxes are generally non-refundable for international orders.
What to Do With a Faulty Item
If your item arrives damaged or stops working within the warranty period, the process is slightly different. You should still start the return online, but select “Faulty” or “Defective” as the reason. This ensures you are not charged for return shipping. Lovehoney will often send a replacement out quickly, sometimes before they even receive the faulty item back.
Tips for a Smooth Return Experience
- Keep the original packaging for at least a little while after purchase.
- Initiate your return online before sending anything back. Sending an item without notification causes major delays.
- Be honest about the reason for return—it helps them improve their products.
- Double-check that all small parts are included in the box before you seal it.
- Take a photo of your packaged item with the label attached for your records.
Lovehoney’s Exchange Policy
Exchanges are handled through the same return portal. You select the new item you want during the process. If it’s in stock, they will reserve it for you. The exchange is only finalized once your original return is scanned by the carrier and received by their warehouse. Then the new item ships out. You can track both steps in your account.
Returning Sale or Discounted Items
Items bought on sale can be returned under the same Happiness Guarantee. Your refund will be for the price you actually paid, not the original list price. If you used a promo code, the refund value reflects the discounted price. If you are exchanging a sale item, the value applied to the new item is what you originally paid.
Gift Returns
Returning a gift is easy but requires the order number. If you have the gift receipt, the order number is on it. The refund will go back to the original purchaser’s payment method. If that’s not possible, Lovehoney will usually issue the refund as store credit in the form of an e-gift card for the recipient to use.
Common Mistakes to Avoid
- Sending without notification: Always create the return online first.
- Using the branded box: Always use a plain outer box for discretion.
- Missing parts: Forgetting a charger or a small attachment can delay your refund.
- Missing the deadline: Mark the 365-day date in your calendar if your worried you’ll forget.
- Not checking country-specific rules: International customers should always review regional policies.
Contacting Customer Service
If you have any questions or run into problems, Lovehoney’s customer service team is helpful. You can contact them via:
- Live chat on their website (often the fastest option).
- Email through their contact form.
- Phone support during business hours.
Have your order number ready when you contact them. This speeds up the process significantly. They are used to handling all kinds of inquiries, so don’t be shy about asking for clarification.
Frequently Asked Questions (FAQ)
How long does a Lovehoney refund take?
After they receive your return, processing takes 3-5 business days. The refund then takes 5-10 business days to show on your card or PayPal. Refunds to a Lovehoney gift card are fastest.
Can I return used items to Lovehoney?
Yes, under their 100% Happiness Guarantee, you can return gently used items within 365 days. The main exception is for used sex toys and intimate accessories for clear hygiene reasons.
What is Lovehoney’s return shipping cost?
In the UK and US, Lovehoney provides a free prepaid return label for most returns. If you are returning an item just because you changed your mind from an international location, you may need to cover the return shipping cost yourself.
Does Lovehoney accept returns without original packaging?
It’s best to include all original packaging to ensure a smooth refund. However, if you no longer have it, contact customer service for advice before sending the item. They can often make an exception but may deduct a small fee.
Can I exchange an item for a different color or size?
Absolutely. The online return system allows you to select a different variant of the same product or a completely different item altogether for your exchange.
What if my Lovehoney item is faulty?
Start a return online and select “Faulty” as the reason. You will get a free return label, and they will prioritize sending a replacement. Their customer service is very responsive to these issues.
How do I return a gift from Lovehoney?
You need the order number from the gift receipt. Use the online returns portal and enter that number. The refund will go back to the original buyer, or you may be offered store credit instead.
Understanding the Lovehoney return policy means you can shop their extensive collections without any worry. Their 100% Happiness Guarantee is a genuine commitment to customer satisfaction. By following the clear steps and keeping the item in good condition with its packaging, you’ll find the process to be simple and stress-free. Remember, the key is to start your return online through your account and use the provided labels for a quick resolution.