Warranty/Returns/ Refunds/Replacements

  • 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 sleeve of Max for manufacturer defects.

  • 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.

  • 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.

  • 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.

    Returns are subject to a 20% restocking fee. Please contact support for return instructions. If the instructions are not followed, we cannot guarantee that a refund will be processed.

  • 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.

  • 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

  • Which kind of Bluetooth can I buy if the original one has broken?

    You should contact us if the original one arrived defective. If it’s a manufacturer defect we will replace it for you, if it’s a user-caused defect you can buy a replacement from us.

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