Bought from this website and shipping within the US? You have 30 days from delivery to send your order back, and your first return with us ships free on a prepaid label we email you — as long as the box comes back unopened.
Shipping outside the United States? You have the same 30 days, the same conditions and the same warranty, and we're happy to take the order back. The one difference is the postage: free return shipping is a US-only service, so an international return travels at your own cost.
Bought from a store, from Amazon or from another marketplace? That seller handles your refund — but your LOVETOY warranty may still apply. See who handles what.
Returns & Refunds
For orders placed on this website.
To start a return, email support@buylovetoy.com with your order ID. We'll write back with what to do next. Please don't open the box before you hear from us — once the packaging has been opened we can no longer take the item back.
- How long you have30 days from the day your order is delivered, wherever you are.
- Condition — please read this oneThe box has to come back unopened. Once the packaging has been opened we can't take the item back, even if you never used it — for hygiene and safety reasons it can't be sold to anyone else. The packaging also needs to be undamaged. Every return is inspected when it reaches us, and whether an item still meets these conditions is assessed at our discretion. If you're unsure whether a product is right for you, please ask us before you open it — we're happy to help.
- Return shipping — United StatesYour first return with us ships free, on a prepaid label we email you. If you've already used your free return on an earlier order, the postage on this one is at your own cost.
- Return shipping — everywhere elseWe don't offer free returns on orders shipped outside the United States, so there's no prepaid label. You're welcome to send the item back within the same 30 days, but the postage is at your own cost, and we'd suggest a tracked service so we can confirm it arrives.
- What you get backThe product value. If your order didn't use our free shipping service, or you paid extra for shipping, that shipping charge is not refunded and will be deducted from your refund.
- ExchangesPostage both ways — sending the item back to us and sending the replacement out — is at your expense.
Once your return reaches us, we'll email you to confirm we've received it and issue your refund.
Bought somewhere else?
Refunds are not provided. If a refund is required, please contact the store or marketplace seller where the purchase was made, as refunds must be handled by the original seller.
Your warranty may still apply. If you bought from an authorized US retailer and the product fails within the warranty period, file a claim with us and we will ship you a replacement at our expense. Keep your receipt — you'll need to upload it.
Bought from a store in your own country? Please contact that retailer. They handle returns, refunds and warranty service locally.
Warranty
Everything bought from this website is covered — wherever in the world we shipped it. We also cover customers in the United States who bought from an authorized LOVETOY retailer; just keep your receipt. If you bought from a store or a marketplace anywhere else, please contact that seller — they have their own policies and will look after you.
Not sure whether the store you bought from is an authorized retailer? Email us a photo of your receipt at support@buylovetoy.com and we'll check for you.
The warranty is separate from returns — it covers a product that fails, so of course the box will have been opened. The unopened condition applies only to change-of-mind returns.
| Product type | Warranty period |
|---|---|
| Battery-operated products | 6 months |
| Rechargeable products | 1 year |
| Products with no motor | Not covered |
For products that include a detachable, replaceable charging part, only the charging part itself is protected under the warranty.
The consumer warranty begins from the date of purchase and applies to mechanical failures or manufacturing defects only. Replaced goods continue to be covered under the remaining warranty period. The warranty is non-transferable and does not extend beyond the original purchaser of the products.
The seller's sole warranty obligation is to repair, replace, or refund, at its discretion, any goods deemed defective during the warranty period. The seller makes no warranty of merchantability or fitness for any particular purpose regarding the goods.
What the warranty does not cover
- Normal wear and tear
- Battery corrosion
- Misuse or improper handling
- Unavoidable natural events
- Melting caused by contact between items made from TPE, TPR or PVC materials
- Using the wrong lubricant on the product
- Slight color differences, color fading, or packaging damaged during transportation
How to file a warranty claim
Have these ready before you start:
- The SKU / item number and product name
- The purchase date and the name of the store where you bought it
- A photo or scan of your receipt (JPG, PNG, HEIC or PDF, up to 10 MB)
- A short video of the defect — under 20 seconds works best (MP4, MOV, JPG, PNG or HEIC, up to 20 MB)
Once we have verified the defect, a replacement will be shipped to you at our expense. After we receive your returned product you can expect the replacement within 7–14 business days. The warranty covers one replacement of the original item or part, or another item of equivalent value and functionality.
Under the warranty we replace rather than refund. If your order is still within 30 days and the box has never been opened, you can return it for a refund instead — see Returns & Refunds above.
In short: who handles what
Where you bought the product decides who looks after your refund and your warranty claim.
| Where you bought it | Returns & refunds | Warranty service |
|---|---|---|
| This website, shipped within the US | We handle it — see Returns & Refunds above | Yes |
| This website, shipped internationally | We handle it — return postage at your own cost | Yes |
| An authorized US retailer | Contact that retailer | Yes (receipt required) |
| Amazon, eBay or another marketplace | Contact that marketplace seller | Contact that marketplace seller |
| A store outside the USA | Contact that retailer | Contact that retailer |
Still need help?
Email us at support@buylovetoy.com with your order ID and we'll take it from there.