Navigating, Returns, Refunds, and Replacements

Warranty / Returns / Refunds / Replacements

Warranty / Returns / Refunds / Replacements

Warranty / Returns / Refunds / Replacements

• 1. Do you provide a warranty?

  Yes, we provide a one-year warranty for all our toys. The warranty covers working parts that affect the function of the sex toy. It does NOT cover cosmetic deterioration caused by fair wear and tear or damage caused by accident, misuse or neglect. Any attempt to open or take apart the sex toy will void the warranty. You will have to provide order details, certain account details and proof of the issue (or return the unit to us) to redeem the warranty.
  
  Please note that we offer a 90-day warranty for the Max's sleeve, Max 2's sleeve, Solace's sleeve, Solace Pro's sleeve and Lovense Sex Machine’s dildoes (S and L) for manufacturer defects.
  
  Lovense Sex Machine accessories - the Universal Power Adapter (not included in US packages) and Hex Wrench - are not covered by the warranty.
  
  In addition to a one-year warranty, we also have a ten-year quality guarantee. Available for customers who purchased products on www.lovense.com, and products are faulty outside the 1-year warranty period. They will be eligible for a 55% off discount on www.lovense.com for purchasing a new device. This offer can only be used once and applies to up to 3 items in a single order, excluding Lovense Webcam, Lovense Kraken Masturbator, and accessories. Unless otherwise specified, this offer cannot be combined with other promotions. This offer cannot be redeemed during promotional events. Lovense reserves the right to correct any error, inaccuracy, or omission and to change or update the terms at any time without prior notice.

  Not helpful Helpful

  Your name

  Your email

  Re-enter your email

  Your Question

  0/1000

  jpg/png/gif/bmp

  (0/5)

  (optional)

  Upload a video

  (optional)

  By clicking the Send button below, you hereby agree to and accept our Terms and Conditions and Privacy Policy

  Send

• 2. Can I cancel my order?

  Orders are processed every hour, automatically. Once the information is sent to our shipping partner, it is difficult to stop the shipment and cancel the order. We will do our best to assist you with a cancellation, but it is difficult. Please take this into consideration when purchasing.

  Not helpful Helpful

  Your name

  Your email

  Re-enter your email

  Your Question

  0/1000

  jpg/png/gif/bmp

  (0/5)

  (optional)

  Upload a video

  (optional)

  By clicking the Send button below, you hereby agree to and accept our Terms and Conditions and Privacy Policy

  Send

• 3. Can I return it if I don't like it?

  Due to health concerns, we don't accept returns for refund or exchange purposes once the product has been used/opened. This is standard in the sex toy industry.
  
  Having said that, if the product is defective, we can honor our one-year warranty after confirming your order information, certain account details, and the issue. If you have any problems, please contact us at www.lovense.com/contact and we'll do our best to assist your issues.

  Not helpful Helpful

  Your name

  Your email

  Re-enter your email

  Your Question

  0/1000

  jpg/png/gif/bmp

  (0/5)

  (optional)

  Upload a video

  (optional)

  By clicking the Send button below, you hereby agree to and accept our Terms and Conditions and Privacy Policy

  Send

• 4. Can I return an unopened package?

  We accept returns of unopened items within 30 days of purchase. Unopened means in the original packaging with the plastic seal intact.
  
  Please contact support for return instructions. If the instructions are not followed, we cannot guarantee that a refund will be processed. Please note that the original shipping fee will be subtracted from the refunded amount.

  Not helpful Helpful

  Your name

  Your email

  Re-enter your email

  Your Question

  0/1000

  jpg/png/gif/bmp

  (0/5)

  (optional)

  Upload a video

  (optional)

  By clicking the Send button below, you hereby agree to and accept our Terms and Conditions and Privacy Policy

  Send

• 5. Can I ship back an unopened box directly, without contacting you?

  No. We need to be notified of any returns to ensure that the package is received and that a refund can be processed. Please contact support for return instructions. If the instructions are not followed, we cannot guarantee that a refund will be processed.

  Not helpful Helpful

  Your name

  Your email

  Re-enter your email

  Your Question

  0/1000

  jpg/png/gif/bmp

  (0/5)

  (optional)

  Upload a video

  (optional)

  By clicking the Send button below, you hereby agree to and accept our Terms and Conditions and Privacy Policy

  Send

• 6. What if my Charging cable is broken or lost?

  You can purchase a new charging cable from us. Please visit our accessories store page: https://www.lovense.com/public/store

  Not helpful Helpful

  Your name

  Your email

  Re-enter your email

  Your Question

  0/1000

  jpg/png/gif/bmp

  (0/5)

  (optional)

  Upload a video

  (optional)

  By clicking the Send button below, you hereby agree to and accept our Terms and Conditions and Privacy Policy

  Send

• 7. What happens to my original defective device after a replacement is provided?

  To ensure product quality, maintain market integrity, and prevent the improper circulation of defective devices, Lovense reserves the right to terminate support for the original defective device once a replacement has been provided. This may include, but is not limited to, discontinuing software updates, deactivating app services, and ending after-sales support.

  Not helpful Helpful

  Your name

  Your email

  Re-enter your email

  Your Question

  0/1000

  jpg/png/gif/bmp

  (0/5)

  (optional)

  Upload a video

  (optional)

  By clicking the Send button below, you hereby agree to and accept our Terms and Conditions and Privacy Policy

  Send