Refund and Return Policy

Date: 3 Feb, 2024

How do I return a product?

If you wish to return a product, you must email hello@lovesoul.co.uk confirming your request within 7 days of the item being received. A member of our team will be in touch, and subject to acceptance, will provide a returns authorisation number and address. This will enable you to return the order.

Please note: Items cannot be accepted without receipt of your returns authorisation number.

What You Need To Include With Your Return: The Product, all leaflets, cards, instruction manuals and packaging with your order (even if it is faulty) as we may not be able to process your replacement without this information.

Unused Sex Toys: Please make sure that your item is unopened, unused and undamaged (unless it is faulty), plus all shrink wrapping, packaging and/or leaflets and instructions must be intact. Remember to detail whether you would like a refund or an exchange. Your request will be handled and processed as soon as possible and you will be notified when we receive the returned parcel at our warehouse.

Used items: Please make sure that it has been thoroughly cleaned as photographs will be taken of all faulty items when we receive them to help with processing. If we find that the item is not in a faulty condition this will be returned to you.

Faulty Items: If your item is faulty please make sure that you clearly detail the issues you are having. Unless the fault is very clear you may wish to call our Customer Care team beforehand as some items may have remotes or battery compartments that have a trick to them!

Lingerie: You are of course able to try this on for size but please wear your own underwear underneath as we will not be able to accept soiled or damaged items of this type for a refund or exchange. Don’t forget to retain the original packaging otherwise, we will not be able to accept your return.

Large & Heavy Sex Dolls: A 20% restocking fee will be applied for any returned doll. If a doll has been used in any way or cannot be repackaged a refund will not be given. The doll must be returned free of marks or tears, in the original packaging with all accessories and be in resalable condition. If a fault is reported on a sex doll that has been used, we will investigate the evidence provided and reserve the right to offer a replacement, not a refund. If not in stock, the replacement doll will be ordered from the manufacturer and we will advise the date when it will be ready to dispatch to the customer, which may be several weeks.

Sex Dolls will not be replaced for tears or any cosmetic damage that may have been caused from use. Customers are liable for the cost of returning a doll to Bondara. In the event of a cancellation or return, the postage costs may be claimed back from any monies paid by the customer.

International Customers: Please note that we are not able to refund the cost of your delivery UNLESS the item is faulty. If you need this clarified, please contact our Customer Care team before attempting to return the item.

Can I cancel or amend an order I’ve just placed?

If you would like to cancel your order please contact our Customer Service Team via email hello@lovesoul.co.uk. Please note: Sadly we are unable to add any additional items to your order once it has been placed.

If you have any concerns or questions in relation to our Returns Policy, please email the team at hello@lovesoul.co.uk.