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 (once unsealed or opened)
  • Items where the hygiene seal has been broken
  • Customized or personalized items

If you are a consumer in the EU or EEA, your statutory 14-day right of withdrawal applies in addition to this policy — see the section below. Where this policy differs from your statutory rights, your statutory rights always prevail.

EU & EEA Customers: Your 14-Day Right of Withdrawal

If you are a consumer in the European Union or the European Economic Area, you have the statutory right to withdraw from your purchase within 14 days without giving any reason. This right applies to all eligible products, including sale and clearance items.

Withdrawal period

The withdrawal period expires 14 days from the day on which you, or a third party named by you (other than the carrier), receives the goods. If your order contains multiple items delivered separately, the period starts on the day you receive the last item. You may also withdraw from your order at any time before the goods are delivered.

How to exercise your right of withdrawal

To withdraw, inform us of your decision by an unequivocal statement before the withdrawal period expires. You can:

  • Use our online withdrawal form — available via the "Right of Withdrawal" link in our store footer. No account or login is required, and you will automatically receive a confirmation of your withdrawal request by email; or
  • Email us at support@luvlyplay.com — you may use the model withdrawal form below, but it is not mandatory.

Model withdrawal form

— To LuvlyPlay (support@luvlyplay.com):
— I hereby give notice that I withdraw from my contract of sale of the following goods:
— Ordered on / received on:
— Order number:
— Name of consumer:
— Address of consumer:
— Date:

Effects of withdrawal

  • We will refund all payments received from you, including standard delivery charges (excluding any supplementary costs that resulted from choosing a delivery option other than our least expensive standard delivery), without undue delay and no later than 14 days from the day we are informed of your decision to withdraw.
  • The refund will be made using the same payment method you used for the original transaction, and you will not incur any fees for the refund.
  • We may withhold the refund until we have received the goods back, or until you have supplied proof of having sent the goods back, whichever is earliest.
  • You must send the goods back without undue delay and no later than 14 days from the day you notify us of your withdrawal. Please contact us first so that we can provide the correct return address — do not use the address on the original shipping label.
  • You bear the direct cost of returning the goods.
  • You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Exceptions to the right of withdrawal

For health protection and hygiene reasons, the right of withdrawal does not apply to:

  • Sealed intimate products that have been unsealed after delivery (e.g. the hygiene seal or protective packaging has been opened);
  • Sealed consumables such as lubricants and oils, once unsealed or opened after delivery;
  • Goods made to your specifications or clearly personalized.

These exceptions never affect your rights for items that are defective or arrived damaged — see "Damaged or Incorrect Items" and our warranty terms below.

How to Start a Return

  1. Email us at support@luvlyplay.com with your order number and reason for return (EU/EEA customers withdrawing under their statutory right do not need to give a reason — the withdrawal form or a simple notice is enough).
  2. Our team will review your request within 24 hours and provide return instructions, including the return address.
  3. Pack the item securely in its original packaging.
  4. Ship the item back using a tracked shipping service.

Important: Items returned without prior contact may be delayed or impossible to match to your order. Please do not send returns to the address on the original shipping label, as this is not our return address — always contact us first to receive the correct return address.

Return Shipping Costs

  • Change-of-mind returns and statutory withdrawals: 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 status 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.

EU/EEA statutory withdrawals: withdrawals exercised under the EU right of withdrawal are not subject to approval. Your refund — including the original standard delivery charge — will be issued no later than 14 days after you inform us of your withdrawal, although we may withhold it until we have received the goods back or you have provided proof of postage.

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.

EU/EEA customers may additionally exercise their statutory right of withdrawal (see above) at any time from the moment the order is placed until 14 days after delivery.

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. Reporting an issue after 7 days never limits your statutory rights, including the EU legal guarantee of conformity described below.

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.

Your statutory rights are not affected: for consumers in the EU/EEA, this voluntary warranty is offered in addition to — and does not replace or limit — your statutory legal guarantee of conformity under EU law (a minimum of two years from delivery, with remedies free of charge). For UK consumers, your rights under the Consumer Rights Act 2015 are likewise unaffected.

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

  1. 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).
  2. 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 (this does not apply to claims under the EU statutory legal guarantee, where remedies are free of charge).
  3. 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: June 11, 2026