Returns & Refunds Policy

At LOVELACE, hygiene, safety, and customer privacy are very important to us. Due to the intimate nature of our products, we do not accept returns, refunds, or exchanges for change of mind once an order has been confirmed and delivered.

We do not accept returns, refunds, or exchanges for:

Change of mind
Wrong size or wrong selection
Opened or used products
Products with removed seals, plastic film, tags, or original packaging
Lingerie, stockings, underwear, and other intimate apparel
Personal lubricants and hygiene-related items

Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged, or incorrect, please contact us within 7 days of delivery so that we can review the issue promptly.

Please provide:

Your order number
A clear photo or video of the issue
A short description of the problem

After review, we may offer one of the following:

One-to-one replacement
Replacement with an alternative item if the original item is out of stock
Store credit
Refund, where required or appropriate

Each confirmed defective item is entitled to one replacement only.

Items will not be accepted for replacement if the issue is caused by misuse, accidental damage, improper care, water damage, wear and tear, or damage after delivery.

Wrong Item Delivered

If we delivered the wrong item, please contact us as soon as possible. The item must be unused, unopened, and in its original packaging. We will arrange a replacement with the correct item after review.

Hygiene Commitment

For hygiene and safety reasons, any intimate item returned to us for inspection, replacement, or incorrect delivery review will never be resold. This policy is strictly followed to protect all customers.

Delivery Issues

We work with third-party delivery providers. If there is a delivery issue, please contact us and we will assist with checking the delivery status where possible.