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  1. New Returns Policy FYI

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    Lu SB [sign in to see picture]
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    AmyA wrote:

    Yes I absolutely see that point too, which is why I think credit/points as you suggest would be a much better solution. It's actually very rare that I can't get a toy to work for me one way or another. 😕

    I've wondered all of those things myself Amy A. I'm a bit fussy about the toys I buy and I understand where you're coming from. I've been searching for a rabbit for quite some time, but unfortunately I haven't been able to find the "one" yet as all of them don't offer me a good fit as far as the clitoral ears should work. Last week the Happy Rabbit was on offer (I haven't checked if still is today) and despite all the good reviews, I resisted and didn't buy it exactly because of the new Returns Policy. If I paid a price of 34.00 and returned it, I don't think I'd be able to find another rabbit at the same price. So I think the idea of credits or points would be a much better option as at least we could take our time until we found another product to meet our requirements.

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    VR [sign in to see picture]
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    I'm just wondering if the Happiness promise is still available on some items (maybe older stock?), as I've just been browsing wands and the black Classic wand description states that if you're not happy LH will issue a refund.

    I'm wavering between this and the Desire re-chargeable, but I think I'd plump for this over the Desire because of the guarantee.

    The reviews are great on both, so any advice on whether this is actually a guarantee or an oversight please?

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    Lovehoney - Leanne [sign in to see picture]
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    VR wrote:

    The reviews are great on both, so any advice on whether this is actually a guarantee or an oversight please?

    Darn, we thought we got them all. Sorry, this was an oversight! 

    This has now been amended. Apologies for any confusion caused. 

    The new policy is in place for all items purchased with Lovehoney from the 18th January 2018. 

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    Vanessa8 [sign in to see picture]
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    I just wanted to chim in here folks... I purchased a vibrator that unfortunately was faulty. It was also discontinued and purchased on sale with offer code. I was not even sure what my options were under the new policy but the wonderful folks on chat with Customer Care helped me locate a suitable replacement toy that had similar features to the one I could not replace due to no longer being in stock.

    Thank you Lovehoney for providing a replacement toy... i am excited to try it out.

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    captainmeow [sign in to see picture]
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    I know this is an old post, but I've been lurking for a long time and held off purchasing with all the recent changes.

    However, I have been eyeing a toy for a while and am considering splurging on it - just wondering if the Happiness Guarantee is as what the FAQ page states, which is an exchange or refund? Or is it just an exchange?
    I wouldn't mind a refund in points, just that I highly doubt I'd be able to make up my mind in 30 days on an alternative if what I order does not pan out as it's likely to be quite pricey.

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    teacake [sign in to see picture]
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    What about when it comes to xmas? I buy before December like in November So the month bit will screw that up a bit. Toys I'm not worried about its the clothing i mainly buy at Christmas. 
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    K&c30's [sign in to see picture]
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    Ao i am wondering if the following two issue's would be covered by the returns policy. First is the Desire rechargeable bullet. It just doesn't seem to be holding it's charge very well. Lasts about 20 minutes at the moment. About 8 months old. Second is a Happy rabbit. It's bright pink with a black handle, stored in it's own protective black bag... the silicone has gone all dark and patchy with colour transfer from the bag. Only a few months old, not so much a technical fault but it's a big unsightly and if the colour keeps transfering it's going to look god awful soon enough.

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    Ian Chimp [sign in to see picture]
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    I'd live chat Customer Care and ask. They could be considered faulty and then they'd replace them for you as you're covered for a full year.

    I read that anything you purchased prior to the new policy coming in (pre-January) is covered by the policy at time of purchase. So your 8 month old Desire would fall into that category.

    Either way a chat with Customer Care will sort you out

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    K&c30's [sign in to see picture]
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    Yeah, may give them a shout. The Happy Rabbit issue feels a bit picky, but it is a bit dissapointing.

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    Ian Chimp [sign in to see picture]
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    I rushed to up to check mine as soon as I read your post. 🙂 Luckily it's fine (not to rub it in). You may have had one from a bad batch, and if there's been a few complaints it could already be a known issue.

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    K&c30's [sign in to see picture]
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    It's not used all that often but it was checked out from the toy box last night for some fun and thats when we noticed it.

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    Ian Chimp [sign in to see picture]
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    I don't know what lubes you use, but you may want to check you've not got a sneaky silicone-based one you've overlooked.

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    K&c30's [sign in to see picture]
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    Nah, always order waterbased lube. A quick check with the Live chat and it's all covered.. now i just need to try and seperate Mrs K&C from her bullet. That is not going to be an easy task.

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    Ian Chimp [sign in to see picture]
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    Nice one. 👍 I've always found them to be brilliant whenever I've had to get in touch.

    And I'm sorry for questioning your lube abilities. I was out of line. I know you're better than that. 🙂

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    K&c30's [sign in to see picture]
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    I love the customer care team they are amazing. I should really try some other Lubes. Seen as i have a number of toys now that are compatible with silicone lube

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