The Loving Company Returns Policy

Effective Date: 1 February 2025

At The Loving Company, we want you to feel completely satisfied with your purchase. If you change your mind or need to return an item, our process is clear and straightforward. This policy protects your statutory rights under UK consumer law while ensuring our service remains sustainable.

Order Cancellations

If your order has not yet been packed for dispatch, we will cancel it and issue a full refund.
If your order has already been packed or dispatched, it cannot be cancelled, but you may still return it under the terms below.

Returns and Refunds

Under UK consumer law, you have the right to cancel your order within 14 days of receiving your goods. If you notify us within this period, you then have a further 14 days to return the items.

Conditions:

Items must be unused, unopened and in their original packaging, with all hygiene seals and tags intact.
Refunds are issued within 14 days of us receiving the returned items, using your original payment method.
Returns outside the 14-day cancellation window are not accepted unless the goods are faulty.

Return postage: Customers are responsible for the cost of returning items unless the return is due to our error (for example, if you receive the wrong product).

Items That Cannot Be Returned

For hygiene and safety reasons, the following cannot be returned once opened, worn or used (unless faulty):

Sex toys
Lingerie, underwear, hosiery
Consumables such as lubricants, oils, condoms, creams, sprays, bath products and edible items
Latex clothing
Face coverings and gags
Items sold as sets, which must be returned complete

Faulty or Damaged Goods

All products are covered by a one-year manufacturer’s guarantee.

If your item is faulty within 30 days, you are entitled to a refund, replacement or exchange.
After 30 days and up to one year, faulty goods will be replaced in line with the manufacturer’s warranty.

Returned items may be inspected or tested. If an item is found not to be faulty, it will be returned to you at your expense or disposed of if unsanitary.

Undeliverable or Uncollected Parcels

Orders returned to us due to incorrect address details, failed delivery, or being uncollected will incur:

A return shipping fee, and
A 25% restocking fee to cover handling and administration

How to Return

Submit a return request via your customer portal or email [email protected].
Once approved, include the return slip we provide inside your parcel.
Always keep proof of posting or a tracking number. We cannot accept responsibility for lost returns without proof.

Final Sale and Clearance Items

Products marked as “Final Sale” or “Clearance” are non-returnable unless faulty. This will be clearly displayed on the product page.

Returning Gifts

If you are returning a gift, please email us with the order number and your details. Refunds can only be made to the original purchaser’s payment method, but store credit can be issued upon request.

Sustainability and Mindful Shopping

We encourage mindful shopping to reduce waste and protect the environment. Please order only items you genuinely intend to keep — this helps us all support a more sustainable approach to e-commerce and sexual wellness.