Refund policy
Returns, Refunds & Warranty
At LuvlyPlay, we want every purchase to feel right. If something doesn't work out, we'll do our best to make it right—quickly and respectfully.
30-Day Return Policy
You have 30 days from the date of delivery to request a return.
To be eligible for a return, your item must be:
- Unopened, unused, and in its original condition
- In the original packaging with all tags attached
- Hygienically sealed (where applicable)
For health and safety reasons, we cannot accept returns of products once the protective seal or plastic packaging has been opened, unless the item is defective or arrived damaged.
The following items are non-returnable for hygiene reasons:
- Lubricants, oils, and consumables
- Items where the hygiene seal has been broken
- Customized or personalized items
- Sale or clearance items (unless defective)
How to Start a Return
- Email us at support@luvlyplay.com with your order number and reason for return.
- Our team will review your request within 24 hours and provide return instructions, including the return address.
- Pack the item securely in its original packaging.
- Ship the item back using a tracked shipping service.
Important: Items returned without prior authorization will not be accepted. Please do not send returns to the address on the original shipping label, as this is not our return address.
Return Shipping Costs
- Change-of-mind returns: return shipping costs are the responsibility of the customer.
- Defective, damaged, or incorrect items: we will cover the return shipping cost or provide a prepaid return label.
Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund within 3 business days.
If approved, your refund will be processed to your original payment method within 5-7 business days. Please note that it may take an additional 3-10 business days for your bank or credit card company to post the refund to your account, depending on their processing times.
If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at support@luvlyplay.com.
Order Cancellation
You may cancel your order for a full refund if it has not yet been dispatched. Please contact us at support@luvlyplay.com within 12 hours of placing your order.
Once an order has been dispatched, it cannot be canceled, but you may follow our standard return process upon receiving the item.
Damaged or Incorrect Items
Please inspect your order upon delivery. If your item is defective, damaged, or you received the wrong product, please contact us within 7 days of delivery at support@luvlyplay.com with:
- Your order number
- A description of the issue
- Photos or a short video showing the defect or damage
We will evaluate the issue promptly and offer a replacement, refund, or store credit—whichever you prefer.
Address Errors & Failed Deliveries
Please ensure your shipping address, contact number, and recipient name are accurate at checkout. We cannot issue refunds for deliveries that fail due to incorrect customer-provided information.
If you notice an error before your order has been processed, please contact us immediately at support@luvlyplay.com.
One-Year Warranty
At LuvlyPlay, your satisfaction and confidence in our products are at the heart of everything we do. We proudly offer a One-Year Warranty to protect you against any manufacturing defects.
What's Covered:
- Manufacturing defects in materials or workmanship
- Electrical or mechanical malfunctions not caused by misuse
If your product develops a fault within 12 months from the date of purchase, we'll replace it or issue a gift voucher of equal value—whichever suits your needs best.
What's Not Covered:
- Damage caused by misuse, improper cleaning, or neglect
- Normal wear and tear
- Products damaged due to accidents, loss, or theft
- Consumables such as lubricants, oils, and batteries
- Items in the Games category
- Purchases made using gift cards or store credit
How to Make a Warranty Claim
- Contact our Customer Care team at support@luvlyplay.com with your order number and a brief description of the issue (photos or videos are very helpful).
- If your claim is approved, you'll be asked to return the faulty product. Return shipping costs are the customer's responsibility for warranty claims.
- Upon inspection, we'll issue a replacement or gift voucher (up to a maximum of $249 per item, excluding shipping).
Additional Notes:
- If your original order included a free gift, its value may be deducted from the replacement or gift voucher amount.
- Gift vouchers issued under warranty are valid for 90 days from the date of issue.
- LuvlyPlay reserves the right to decline claims that do not meet the criteria or show signs of misuse.
Payment Disputes
If you have any concerns about a charge on your account or believe there is an issue with your order, please contact us first at support@luvlyplay.com before initiating a chargeback or dispute with your bank.
We are committed to resolving issues quickly—most cases are fully resolved within 1-2 business days. Unauthorized chargebacks may delay refunds and complicate the resolution process.
Need Help?
Our friendly customer support team is always here to assist you with questions, product guidance, or help with your warranty claim. We're committed to making sure your experience with LuvlyPlay is as satisfying and worry-free as possible.
Email: support@luvlyplay.com
Response time: within 24 hours
Last updated: April 27, 2026