• Returns policy

    1421539175
    Lovebirds_x [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 1948
    • Joined: 24 Oct 2012

    FrozenAngel wrote:

    Under that if the vibe wasn't water proof and they broke it then IMO they shouldn't be entitled to a refund for that very reason.

    Personally I think the information around returns is straight forward. It is no quibble, if you damage an item yourself/alter it then it stands to reason you couldn't return it. I don't see why it needs to be put on the returns details as it's straight forward.

    If you went to Argos and putchased something that is covered under 30day MBG it doesn't say Unless you break it yourself.

    Well actually it kinda does, it says in the T&Cs that if you damage the item they are entitled to give you only a partial refund. A round about way of saying you won't get a full refund for items you damaged yourself.

    OP isn't saying they should be entitled to anything. I think the point is that LH's return policy doesn't mention this condition, it simply says anything can be returned for any reason for a full refund. Whereas it should say somewhere 'unless you damaged it'. Basically everywhere else has that in writing as you just can't assume people will realise that accidental damaging=no refund, especially when you have the likes of LH which accepts returns nowhere else would (such as used sex toys) and you don't automatically think of rules other companies have in place. Things have to be in black and white these days. OP wouldn't have had a replacement, but they wouldn't have gone through the stress of this situation either had they been fully informed. Maybe they've never returned goods to anywhere let alone here, how should they know damaged items aren't accepted? It's not as common sense as you may think! It needs to be said simply because people will take the 'quibble free, any reason' claim literally and assume it includes things accidentally damaged as nowhere says otherwise. Then staff time is wasted refusing returns, customers are disgruntled...etc etc...

    1421575458
    JM88 [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 1073
    • Joined: 12 Nov 2014

    Lovebirds has summed up everything i meant, so thank you for that, i was finding it hard to explain myself!

    I havent ever returned anything other than clothes before (not from here but just general online clothing shops). I had heard that you cant sent back electrical items if you had tampered with them, but thats usually fairly clear when you buy the item. Its just on here it claims you can send anything back, for any reason so i didnt know whether that claim overrode everything else?

    I just think there must be other scenarios as well where you cant get a refund, and if there are then maybe the returns page could have a little bit saying the exclusions just so that people are aware incase they do try to return something that they cant.

    Had the site said that cases like mine you wouldnt get a refund, i wouldnt be as bothered because i would expect it. In my case i had already been told i would get a replacement due to the fault i described, but due to unfortunate events the item was then further damaged due to me and so i was unable to send it back but still in my mind i thought i could.

    Anyway hubby fixed the wire as planned so i can continue to use the wand on the lower half of the power settings! In the meantime i have a few things to return (yes i can return these!) and then i will have enough refunded to buy a new wand hurrah! Do refunds go back through paypal to your bank account or is it credit on here?

    1421576043
    truegrace [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 444
    • Joined: 12 Aug 2012

    PayPal if that's what you used to pay with.

    Its def worth giving them a ring though if you haven't already, as the fault was reported first. It can't be anything to do with not being able to test the fault as I sent my first ever return back before Xmas which stopped working when inserted (after about 6 months of happy play time!) so couldn't of possibly tested that (lets hope not anyway!)

    It is just unfortunate in your case the cable got chewed through. New puppy?

    1421577921
    JM88 [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 1073
    • Joined: 12 Nov 2014

    truegrace wrote:

    PayPal if that's what you used to pay with.

    Its def worth giving them a ring though if you haven't already, as the fault was reported first. It can't be anything to do with not being able to test the fault as I sent my first ever return back before Xmas which stopped working when inserted (after about 6 months of happy play time!) so couldn't of possibly tested that (lets hope not anyway!)

    It is just unfortunate in your case the cable got chewed through. New puppy?

    Nope, oldish dog who has never chewed anything like that before!

    Yeah im a bit confused about what happens when you return it. I explained to the man that it was sounding extremely loud (compared to how it was for the first few weeks!) and on high it sounded like something was loose inside and rattling round. The instructions say to use up to 15 mins but mine was getting hot to the touch on a high setting after about 5 mins. The man was keen that it was sent back so it could be investigated. That made me think maybe the fault could be something wrong with just mine or a whole batch so maybe they wanted to check?

    When the lady said not to send it back as they didnt want it damaged i then assumed that was because they couldnt plug it in to see the faults for themselves.

    1421628368
    Lovehoney - Paige [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 1065
    • Joined: 28 Mar 2014

    Hi! I am from customer care.

    I have popped you an email - can you please take a check for me and reply when you can.

    Thanks :)

    1421670954
    Lovehoney - Siobhan [sign in to see picture]
    • Rank: Officer Cadet
    • Posts: 1
    • Joined: 22 Oct 2010

    Hi Everyone,

    I would like to Clarify the Returns policy on Lovehoney. Anything can be returned to Lovehoney for what ever reason whether used or unused for a replacement or refund up to one year after purchase.

    This includes any items that have been 'accidentally damaged' by the Customer.

    We want our customers to have 100% peace of mind when ordering from us.

    I am very sorry JM88 that you were given the wrong information by one of the Customer Care Team on Live chat.

    We will ensure that all the Team are up to date on our returns policy so this does not happen again.

    Thanks Siobhan

    Lovehoney Customer Care

    1421671296
    JM88 [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 1073
    • Joined: 12 Nov 2014

    Thank you very much! Unfortunitely since i have reattached the wire, in a safe manner i must add!, i can understand if i can longer return it. I only fixed it because i was told there was no chance of returning it so i thought one that half works is better than one that doesnt work at all!

    Thanks for the clarification though as its useful to know for the future!

    Paige i did respond to your email but i know youre probably asleep now as youre on a different time to us!

    1422459647
    PurpleHeart [sign in to see picture]
    • Rank: General
    • Posts: 444
    • Joined: 29 Sep 2014

    Not on topic but, I just got a DHL label for returning something (outside of UK) and it says it's being sent to Germany. Is that how it's supposed to be? Or should I redo it?

    1422461122
    - Kelly-Marie [sign in to see picture]
    • Rank: Officer Cadet
    • Posts: 7
    • Joined: 31 Jan 2014

    Hi PurpleHeart,

    Please contact customer care directly for further information about returning your item; https://www.lovehoney.co.uk/help/contact-us/

    Regards, Kelly-Marie

    Lovehoney Customer Care

    1422469223
    LibraLover [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 642
    • Joined: 16 Jul 2014

    PurpleHeart wrote:

    Not on topic but, I just got a DHL label for returning something (outside of UK) and it says it's being sent to Germany. Is that how it's supposed to be? Or should I redo it?

    Yes, they always say Germany on mine and have always gotten back ok. I asked on live chat the first time and they said is was correct :)
    1422471540
    PurpleHeart [sign in to see picture]
    • Rank: General
    • Posts: 444
    • Joined: 29 Sep 2014

    LibraLover wrote:

    PurpleHeart wrote:

    Not on topic but, I just got a DHL label for returning something (outside of UK) and it says it's being sent to Germany. Is that how it's supposed to be? Or should I redo it?

    Yes, they always say Germany on mine and have always gotten back ok. I asked on live chat the first time and they said is was correct :)

    Thanks! :D

    I contacted live chat earlier and they said the same, it gets send to UK after Germany so all good! :))

    1454272281
    Vanilla_Kink [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 5204
    • Joined: 25 Apr 2013

    Does anyone know, if you return lingerie that has only been tried on, are lovehoney able to sell it on still? I mean like corsets/babydolls not knickers or anything. I was thinking of buying a few bits so I could pick my favourite of them but wouldn't want to do that if it means the ones I have tried on will end up in the bin as it's a waste. Tia x

    1454280733
    Lovehoney - Paige [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 1065
    • Joined: 28 Mar 2014

    Hey Vanilla Kink,

    It all depends on the condition of each and every item unfortunately. Things like packaging and the actual brand are things we have to consider.

    Our returns policy is here for a reason though :) So please don't worry- we recycle everywhere and anywhere we can if someting needs to go in the bin

    1454281656
    Vanilla_Kink [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 5204
    • Joined: 25 Apr 2013

    Thank you Paige :) you are always so helpful xx

    1454281764
    Lovehoney - Paige [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 1065
    • Joined: 28 Mar 2014

    Oh you! I do try cheeky

    1483526931
    SquirtyPanda [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 1421
    • Joined: 18 Oct 2015

    returns lable has changed?

    asked live chat for the returns lable to print off and was given the royal mail website

    have to put in my details then i have to download a lable. the 24 hour tracked lable that we see on orders delivered to us

    long winded way of doing things

    what was wrong with the old lable ??

    1483527117
    Sum Sub [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 4027
    • Joined: 4 Dec 2012

    SquirtyPanda wrote:

    returns lable has changed?

    asked live chat for the returns lable to print off and was given the royal mail website

    have to put in my details then i have to download a lable. the 24 hour tracked lable that we see on orders delivered to us

    long winded way of doing things

    what was wrong with the old lable ??

    They've been doing this awhile, the official reason was that they were printing so many returns labels that weremn't being used that they were damaging the environment. Or perhaps it's cost shunting, there was a thread, I'll see if i can find it

    1483528015
    SquirtyPanda [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 1421
    • Joined: 18 Oct 2015

    no i dont mean that

    i dont mean the return lables LH previously sent out with every order

    i mean last time i returned something i had a copy of the address and some form of postage stamp at the top so i could just print that off

    rather than going through the bother of typing out forms on royal mail website

    1483631203
    Lovehoney - Leanne [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 1870
    • Joined: 9 Oct 2014

    Hi SquirtyPanda 

    I am sorry I am not aware of recent changes to the return label . It has been a link to Royal mail for some time now. I have asked Customer Care to confirm if there are any more updates to thepolicy to inform you about. 

    We use the Royal mail site to keep it discreet for people that may need to print at work and also they ask for the required details so when we receive it we can scan it up to your order. It has been this way for over a year now.  Have you just been lucky enough not to have to return maybe? 

    if so my apologies it must have come as a shock as it has not been discussed much since the update. 

    1483631498
    SquirtyPanda [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 1421
    • Joined: 18 Oct 2015

    Lovehoney - Leanne wrote:

    Hi SquirtyPanda

    I am sorry I am not aware of recent changes to the return label . It has been a link to Royal mail for some time now. I have asked Customer Care to confirm if there are any more updates to thepolicy to inform you about.

    We use the Royal mail site to keep it discreet for people that may need to print at work and also they ask for the required details so when we receive it we can scan it up to your order. It has been this way for over a year now. Have you just been lucky enough not to have to return maybe?

    if so my apologies it must have come as a shock as it has not been discussed much since the update.

    thanks for the reply

    no i have successfully returned several items (on said older lable)

    ill power up my old ipad and when i find it ill email it to you leanne so you can see what i am talking about

    thats ok wasnt a shock it was just a long winded way of doing things lol as before i was given like a screen shot of the returns lable to just print off etc 

    if it helps i spoke to lucy

    Post a reply to this thread

    Please sign in to post messages to the forum.