Author: TheLoveMate, Last updated: April 11, 2023
Hey there! At TheLoveMate, we’re committed to your satisfaction. You can contact our email support team anytime at [email protected]. We reply within 24 hours on weekdays. Here’s how our return and refund policy works:
1. Returns Overview
- Due to the intimate nature of our products, we accept returns only for unopened items with intact packaging and tags within 30 days of purchase. This ensures they remain brand new for your health, safety, and peace of mind.
- To initiate a return, please email us at [email protected] with pictures of the unopened package. Once confirmed, we’ll provide you with a return address. Return shipping costs are your responsibility.
2. Defective Items
If you discover a defect within 30 days of purchase, contact us immediately with your order number, SKU of the defective item, and a brief description or pictures/video illustrating the issue. We’ll replace it with the same item or an equivalent product.
3. Lost or Incorrectly Delivered Packages
- If your package is lost in transit or delivered to an incorrect address, we’ll resend the same item to you promptly.
- For packages returned due to incorrect address or non-pickup, we’ll resend the item upon payment of a $7 shipping fee.
4. Order Cancellations
- You can cancel your order for free within 24 hours of purchase by emailing us at [email protected]. However, if the order has been processed and shipped, cancellation may not be possible. In such cases, follow our return policy upon receipt of the package.
5. Receiving the Wrong Product
- If you believe you’ve received the wrong item, notify us within 30 days of purchase with pictures of the shipping label, SKU on the product’s packaging, and the entire package with the product visible. We’ll swiftly resolve the issue.
6. Additional Notes
- Orders valued at $500 or more are subject to a 20% processing fee for cancellations or returns of all products in the order (unopened package).
- For orders under $500, no processing fee applies for cancellations, and refunds do not include shipping fees for returned products.
For any questions or assistance, reach out to our customer service at [email protected]. We’re here to ensure your shopping experience with TheLoveMate is smooth and satisfying!