We want returns and refund requests to be handled clearly. Contact us before sending anything back so the correct instructions and return address can be provided.
Starting a return
Email orders@lovevibz.co.uk with the order number, product name and reason for the request. Do not send a parcel to an address found elsewhere without authorisation.
Return eligibility
Eligibility depends on the product, its condition, the reason for return and the law applying to the order. Items should remain complete, unused and in their original packaging unless the issue is a fault discovered through reasonable inspection.
Hygiene and sealed products
For health and hygiene reasons, some sealed personal products may not be returnable after the seal or packaging has been opened unless they are faulty. Product-specific restrictions will be considered fairly and in line with applicable consumer rights.
Faulty, damaged or incorrect products
Contact us promptly and include photographs where helpful. Stop using any item that appears unsafe or may suffer further damage. We will explain the available remedy after reviewing the information.
Return postage
Responsibility for return postage depends on why the item is being returned and applicable consumer rights. Use the instructed service and retain proof of posting.
Inspection and refunds
Returned items may be inspected before a refund, replacement or other remedy is completed. Approved refunds are normally made to the original payment method; processing time then depends on the payment provider.
Cancellations
Contact us immediately when an order needs cancelling. Once preparation or dispatch has begun, cancellation may no longer be possible and the returns process may apply instead.