1. Introduction
This Returns Policy was last updated on 27/07/2025 and applies to all purchases made from LoveDildos.com, operated by STEDA HOLDINGS LTD. (Company Registration Number: NI730736), whose registered office is at Suite 4000 to 4025, 6 Margaret Street, Newry, Down, Northern Ireland, BT34 1DF.
At LoveDildos.com, we aim to ensure customer satisfaction while maintaining strict hygiene and safety standards for our products. This Returns Policy outlines your rights under UK law and our procedures for returning items purchased from our website. Please read this policy carefully before placing an order, as it forms part of our Terms and Conditions.
Important Notice: Due to the intimate nature of our products and health protection requirements, many items cannot be returned once opened. Please choose carefully before purchasing.
2. Your Legal Rights Under UK Law
Under the Consumer Contracts Regulations 2013, you have the right to cancel most online purchases within 14 days from the day you receive your goods, without needing to provide a reason. You then have an additional 14 days to return the items to us. However, due to the intimate nature of our products, specific exemptions apply (see Section 4 below).
For faulty or incorrectly supplied goods, your rights are protected under the Consumer Rights Act 2015, and we will address such issues promptly in accordance with the law.
3. Eligibility for Returns
To minimize unnecessary returns and ensure compliance with health and hygiene standards, we have strict eligibility criteria:
Unwanted Items
You may cancel your order within 14 days of receiving the goods, provided:
- Items remain sealed, unopened, and in their original, undamaged packaging
- All hygiene seals, shrink wrap, and protective packaging remain intact
- Products show no signs of use, handling beyond inspection, or tampering
- All accessories, instructions, and bonus items are included
Due to hygiene regulations, we cannot accept returns of any items where the hygiene seal, shrink wrap, or packaging has been broken, removed, or tampered with, as these are exempt from cancellation rights under Regulation 28(3)(a) of the Consumer Contracts Regulations 2013.
Faulty or Incorrect Items
If an item is faulty or not as described, you may return it within 30 days of receipt for:
- Full refund
- Exchange
- Replacement
Faults caused by misuse, neglect, or improper handling are not covered. We reserve the right to inspect all items claimed as faulty.
Personalised or Custom-Made Items
Items made to your specifications or clearly personalised cannot be returned unless faulty, as per Regulation 28(1)(b) of the Consumer Contracts Regulations 2013.
4. Exemptions to Cancellation Rights
As permitted by UK law, the following items are exempt from the standard 14-day cancellation period for unwanted returns:
Sealed Goods
All products with hygiene seals cannot be returned if the seal is broken or packaging is opened, including but not limited to:
- Sex toys and vibrators
- Masturbators and strokers
- Anal toys and plugs
- Lubricants and gels
- Intimate accessories
- Body-safe cleaning products
- Condoms and barriers
Perishable Items
Products with limited shelf life are non-returnable unless faulty, including:
- Certain lubricants
- Massage oils
- Edible products
Digital Downloads
Any digital content purchased and downloaded cannot be returned once access is granted, unless faulty.
DVD/Media
Adult DVDs and media cannot be returned if unsealed, as per copyright regulations.
5. How to Return an Item
To initiate a return, you must follow these steps:
Step 1: Notify Us Within 14 Days
Contact our Customer Service team within 14 days of receiving your order to request a Return Authorisation Number (RAN):
- Email: returns@lovedildos.com
- Include your order number and reason for return
- Returns without a valid RAN will not be accepted
Step 2: Complete the Returns Form
Fill out the returns form included with your order, specifying:
- Return Authorisation Number (RAN)
- Reason for return (cancellation, faulty, incorrect)
- Original order number
- Item(s) being returned
Step 3: Package the Item Securely
- Use the original packaging where possible
- Ensure all seals remain intact for unwanted returns
- Include all accessories, manuals, and bonus items
- Protect items to prevent damage in transit
Step 4: Return Postage
For Unwanted Items: You are responsible for return postage costs. We recommend:
- Using a tracked, insured courier service
- Obtaining proof of postage
- Insuring high-value items
For Faulty/Incorrect Items: We will provide a prepaid returns label upon verification of the issue.
Send returns to:
Returns Department,
STEDA HOLDINGS LTD.,
1 Cleveland Row,
Bath,
United Kingdom.
BA2 6QR
We cannot be held liable for items lost in transit without proof of postage.
6. Inspection and Processing
Inspection Process
- All returned items undergo thorough inspection upon receipt
- We photograph all returns for our records
- Processing typically takes 3-5 working days from receipt
Restocking Fees
For unwanted items, we reserve the right to deduct up to 25% of the refund amount as a restocking and administration fee if:
- Goods have been handled beyond what is necessary to establish their nature
- Minor packaging damage is evident
- Products are not in fully resalable condition
This is permitted under the Consumer Contracts Regulations where value has been diminished.
Faulty Items Assessment
- Items claimed as faulty will be tested by our quality team
- If no fault is found or damage is due to misuse, the item will be returned to you
- You may be charged return shipping if no fault is found
Refund Timeline
Refunds will be processed within 7 working days of:
- Receiving and approving the return
- Confirming items meet return conditions
- Completing inspection procedures
7. Refund Conditions
Unwanted Items
- Refund amount: Purchase price minus any applicable restocking fee
- Original standard delivery charges: Refunded only if entire order is cancelled
- Express delivery charges: Non-refundable
Faulty/Incorrect Items
- Full refund including standard delivery costs
- No restocking fees applied
- Option for replacement if preferred
Non-Returnable Items
If an item is returned in ineligible condition (opened, used, or damaged), we will:
- Decline the refund
- Contact you to arrange return shipping at your expense
- Dispose of items not collected within 14 days of notification
Payment Method
All refunds will be issued to the original payment method used for purchase.
8. Minimizing Unwanted Returns
To help you make informed purchase decisions and reduce the likelihood of returns:
Before You Buy
- Read Product Descriptions: We provide detailed specifications, dimensions, and features
- Check Size Guides: Many products include sizing information
- View Multiple Images: Products are photographed from various angles
- Read Customer Reviews: Learn from other customers’ experiences
- Contact Support: Email our team at returns@lovedildos.com with any questions before you purchase
Order Carefully
- Double-check your cart before checkout
- Verify product variations (size, color, model)
- Review delivery address
- Orders cannot be amended once processed
9. Discretion and Privacy
We understand the personal nature of our products:
- All returns are handled with complete discretion
- Return labels do not indicate package contents
- Our team maintains strict confidentiality
- Return records are kept secure and private
10. Contact Us
For return requests or queries, please contact:
Email: returns@lovedildos.com
Hours: Monday-Friday, 10 AM-5 PM GMT
Postal Address:
Returns Department
STEDA HOLDINGS LTD.
1 Cleveland Row
Bath
United Kingdom
BA2 6QR
11. Important Legal Notes
- We reserve the right to refuse returns that do not comply with this policy or UK regulations
- All returns outside the statutory 14-day period are at our discretion
- This policy does not affect your statutory rights
- Fraudulent returns may result in account suspension and legal action
- By placing an order, you agree to abide by this Returns Policy
12. Updates to This Privacy Policy
We may update this policy periodically. The “Last Updated” date at the top indicates the most recent revision. Continued use of our services after changes constitutes acceptance of the updated policy.