Refund and Returns Policy

Returns & Cancellations Policy

At Ladyloving.co.uk, we want you to love your purchase. If you’re not completely satisfied, our guarantee has you covered.

Unwanted Items

Unwanted goods may be returned under the following conditions:

• Condition of Goods: Items must be unused, in their original condition, and in original packaging (including shrink wrapping, seals, etc.), and in a re-sellable condition.
• Time Frame: A return request must be submitted within 14 days of the customer receiving the goods.
• Return Shipping: Goods must be returned at your own expense.

If we believe goods have been used, or if the above conditions are not met, we reserve the right to return the goods to you at your cost.

Important: Sealed items that have been opened are strictly non-refundable and non-exchangeable.

Faulty Items

We provide a one-year product guarantee on faulty goods from the date of purchase. To return faulty items, the following procedure applies:

Video Evidence: A video must be provided clearly showing the fault. This should include:

• Inserting batteries or charging the product.
• Powering the product on and off.
• Demonstrating the fault during operation.

Notification: You must contact us before returning any items. Failure to notify us in advance may delay processing.

Evaluation & Distributor Liaison:

Once the product and video are received, we will assess the fault.

In some cases, we may need to liaise with our distributors or manufacturers before confirming whether a replacement can be issued. This may extend the processing time, but we will keep you updated throughout.

Outcome:

If confirmed faulty, we will offer a replacement.

If a replacement is not available, we will issue a refund or account credit.

If the item is returned as faulty but is found to be in working order, it will be returned to you at your expense (including shipping) and the original item cost will be recharged.

Non-Delivered Orders

If an order is marked as undelivered by the carrier, it will be treated as Unwanted Goods, and the following conditions will apply:

• Restocking Fee: A 25% restocking fee may be applied.
• Refund: A refund will be issued for the item(s) only, excluding shipping charges.
• Reshipment: If you would like the item(s) resent, new shipping charges will apply

How to Make a Return

1. Contact Us: Email [email protected] with your order number. For faulty items, we will provide a FREEPOST label immediately. For all other returns, the customer is responsible for return postage.

2. Pack Securely: Use the original packaging or another secure method.

3. Proof of Postage: We require that you obtain a FREE proof of postage receipt from the Post Office. Please keep this until your refund is processed.

4. Process Time: We aim to process refunds within 7–14 days of receiving your parcel (statutory limit is 30 days). Once issued, funds usually appear in your account within 5 working days.

Important Conditions

• Unwanted Items: Due to health and hygiene regulations, items must be unopened, unused, and in their original intact packaging (including shrink wrap and instructions).

• Lingerie: We are happy to refund or exchange lingerie that doesn’t fit, provided all labels remain attached and the item has only been tried on over your own underwear.

• Faulty Items: Please clearly detail the fault and your order number. If the item has been used, it must be thoroughly cleaned before being sent back.

• Cancellations: We use a same-day dispatch system. To cancel an order for a full refund, please contact us as early as possible on the day of ordering.