Returns + Refunds – Secret Lovejoy

Returns policy summary

Our aim at Secret Love Joy is to provide our customers with 100% satisfaction every step of the way, to ensure all of our customers have an enjoyable shopping experience with us.

  • If items are faulty you have 14 days to report the fault before returning the item. If the fault is confirmed you will be reimbursed any shipping costs.
  • You may return unwanted items to us within 30 days for an exchange. All items must be unused, unworn and unopened.
  • For hygiene reasons, we will under no circumstances accept returns of any unwanted product if they have been opened and or used.
  • We are real people and we’re here to help. If you have any questions or would like to discuss a return please contact us.

How to return an item

Before returning your product please contact a member of our Customer Service team by emailing customercare@secretlovejoy.com

  • Ensure the item is in a hygienic state and package up your return securely. Include as much original packaging as possible. Include any proof of purchase paperwork you have.
  • Post the item back to us. We recommend that you return your item to us by Special Delivery or Recorded Post as these can be tracked or claimed for in the event of loss in transit. If the item is lost and you cannot prove that you sent it we will not be able to offer you an exchange or refund.

Please send all returns to:

Secret Love Joy
The Arch View
Unit1, The Mirage Centre
Firstway, Wembley
HA9 0JD, UK

Returns policy extended

We ask you to inspect any items immediately upon receipt and to inform us at Secret Love Joy of any issues as soon as possible, if any of your goods are faulty, even if you do not intend to use the item immediately please ensure that you have received the correct product and it is working correctly. If you fail to notify us within 28 days of a fault or problem with your order you will be deemed to have accepted the goods and that they are in a working condition.

We check all electrical products before we send them to you so please contact us before posting the item back to us for advice

Faulty items can be returned to us for a refund or exchange up to 30 days from the purchase date. Please ensure that when returning faulty items that have been used ,that they are returned in a clean hygienic state.

Secret Love Joy realise that you may sometimes need to cancel your order, therefore if you cancel within 28 days from the date you place your order, you are eligible for a full refund. If we have already posted your order before we receive your cancellation, we will deduct the cost of shipping from your refund upon receipt back of your order.

Unless the returned item(s) are faulty, you have to send them back to us at your own expense. We will only issue a full refund (including the postage charge) once the item(s) have been tested and found to be faulty.

Secret Lovejoy is a small team of 5 adult toy enthusiasts using their skills to try and bring you the best online adult toys experience. We are based in a warehouse in Wembley, United kingdom where we personally pick, pack and send your products out daily. We are always trying to make our customer experience better so you can get the world’s best toys, delivered fast with great prices.

Repairs and replacements

If you have accepted the item, but later discovered a fault, you have 14 days to report the fault or have the right to a replacement.

Proof of purchase

We have the right to ask for proof of purchase and that you bought an item from us. This could be a sales receipt or other evidence such as a bank statement or packaging.

Items returned by someone other than the buyer

You only have to accept returns from the person who bought the item and a refund will only be issued to the card or means of payment made to secretrlovejoy

  1. Delivery Policy – delivery timeframe for when the customer will receive the goods/service.

We aim to pick and dispatch  you item within 1 day or ordering from secretlovejoy.

We use various carriers such as Royal Mail Tracked Delivery, Royal Mail Special Delivery, DPD courier services and Secure mail. All UK orders are sent in plain packaging

Contact details: customercare@secretlovejoy.com

RETURNING ‘SPECIAL OFFER’ PRODUCTS

If you have a faulty item and received a free gift with this but wish to keep the gift and claim a refund on the main item then please return this to us and we will be more than happy to offer you a refund, we will deduct the cost of the gift item at the price stated on our online shop.

WHEN WILL I RECEIVE MY REFUND?

The European Consumer Protection (Distance Selling) Regulations 2000 require your money to be refunded within 30 days of cancellation. We try to aim to have your money refunded within 7 days. Once your returned goods have been received and processed you will be contacted so we can confirm how you wish to proceed. If you are eligible for a refund your details will be passed to the relevant department who have up to 30 days to complete your refund.

Please remember, refunds can only be given on items that are returned to us within 28 days of your purchase.

customercare@secretlovejoy.com

or use this form:

(+44) 0 20 3637 1701

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