Refund policy
Returns & Right of Withdrawal
If you are a consumer located in the European Union or UK you have the right to withdraw from your purchase without giving any reason within 14 days from the day you receive your order.
To exercise your right of withdrawal, you may use our online withdrawal form/button available on our website or contact us using the details provided below.
Once you have notified us of your decision to withdraw, you must return the goods within 14 days.
Unless otherwise stated, you are responsible for the direct cost of returning the goods.
We will reimburse all payments received from you, including the standard delivery charges paid for the original order (excluding any additional costs resulting from your choice of a delivery method other than our standard delivery option).
We may withhold reimbursement until we have received the returned goods or until you have supplied evidence of having sent back the goods, whichever occurs first.
Faulty or Incorrect Items
Faulty items, damaged items, or items sent in error may be returned within 30 days of receipt.
For faulty items, you may choose either:
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A full refund;
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A replacement item, where available; or
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Store credit.
If we have sent you an incorrect item, we will reimburse any reasonable return shipping costs and send the correct item at no additional charge.
Return Conditions
Returned items must be sent back in a condition that allows us to assess them. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
Non-Returnable Items
The right of withdrawal does not apply, where permitted by law, to:
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Sealed goods that are not suitable for return due to health protection or hygiene reasons, once unsealed after delivery;
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Gift cards;
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Personalized or custom-made products.
Intimate and Hygiene Products
For reasons of health protection and hygiene, products supplied in sealed packaging that are not suitable for return once opened cannot be returned if the hygiene seal has been removed after delivery.
This includes, but is not limited to, sex toys, intimate devices, lubricants, personal care products, and other hygiene-sensitive items supplied with a hygiene seal or protective packaging.
If such products are returned with the hygiene seal removed, broken, damaged, or missing, no refund will be issued unless the item is faulty, damaged, unsafe, or not as described.
This restriction does not affect your statutory rights regarding defective, damaged, unsafe, or incorrectly supplied products.
Proof of Purchase
To complete your return, we require a receipt, order number, or other proof of purchase.
To assist with the assessment of defective, damaged, or incorrect items, we may request photographs or videos showing the issue. Failure to provide such evidence will not affect your statutory rights, but may delay the processing of your claim where the issue cannot otherwise be verified.
Please do not send your purchase back to the manufacturer.
Refunds
Once your return has been received and inspected, we will notify you by email.
If your refund is approved, it will be processed to your original method of payment without undue delay and no later than 14 days after we receive the returned goods or proof that they have been returned.
Late or Missing Refunds
If you have not received your refund:
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Check your bank account again.
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Contact your credit card provider.
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Contact your bank, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact us at hello@lovegasm.co.uk.
Sale Items
Sale items eligible for return will be refunded at the price actually paid.
Exchanges
We only replace items if they are defective, damaged, or if an incorrect item was sent.
To request an exchange, please contact us at hello@lovegasm.co.uk and return the item to the address provided by our customer support team.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive store credit for the value of your return once the returned item has been received and approved.
If the item was not marked as a gift when purchased, or if the gift giver had the order shipped to themselves before giving it to you, any eligible refund will be issued to the original purchaser using the original method of payment.
Shipping
To return your product, please contact our customer support team at hello@lovegasm.co.uk to obtain return instructions and the appropriate return address.
Unless the item is faulty, damaged, or incorrectly supplied, you will be responsible for paying the return shipping costs. Return shipping costs are non-refundable.
If we have supplied an incorrect item or if the item is faulty, damaged, or not as described, we will reimburse reasonable return shipping costs as required by applicable law.
Depending on your location, the time it may take for an exchanged product to reach you may vary.
For items with a value exceeding £75, we recommend using a tracked shipping service and purchasing shipping insurance where available. We cannot guarantee that we will receive returned items that are lost in transit.