Refund policy

Order cancellation

You may request cancellation before your order has shipped or production of a custom order has begun. Approved cancellations receive a full refund. We cannot cancel an order that has already shipped; contact us to discuss the applicable return process.

Change-of-mind returns

Request a return within 14 days of delivery by emailing info@loverkissy.com with your order number and proof of purchase. Products must be unused, in their original condition and packaging, with hygiene seals intact. Custom-made or personalised products are excluded from change-of-mind returns, except where applicable law requires otherwise.

For hygiene reasons, opened or used intimate products are excluded from change-of-mind returns. This restriction does not exclude help with faulty, damaged or incorrect products, or any consumer rights that cannot be excluded under applicable law.

Faulty, damaged or incorrect items

Contact us as soon as you discover a problem. Include your order number, a description of the issue and, where helpful, photographs of the item or packaging. We will assess the issue and arrange the appropriate remedy, which may include replacement or refund. Do not return an item before receiving instructions.

Return address and shipping costs

Contact us first to obtain the correct return address and instructions. The published business address is not automatically the return address. Customers pay return shipping for eligible change-of-mind returns; the cost depends on the carrier they choose. If an item is damaged or incorrect because of our error, we cover the return shipping required for the agreed remedy. We do not charge a restocking fee.

Refunds

After receiving and inspecting an authorised return, we email the inspection result and refund decision. Approved refunds are issued to the original payment method. We notify you when a refund is initiated; the time for funds to appear depends on your payment provider and bank.

If a confirmed refund has not appeared, check with your bank or payment provider, then contact info@loverkissy.com with your order number and refund confirmation.

Nothing in this policy limits your applicable statutory consumer rights.