Refunds & Returns Policy

Last updated: 28th January 2026

This Refunds & Returns Policy applies to purchases made from Love & Giggles Ltd (“we”, “us”, “our”) via this website. We currently sell and deliver to UK customers only.

We comply with UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy affects your statutory rights.

1. Delivery (UK)

Free standard delivery is included in our product pricing for UK orders (unless otherwise stated). If we offer optional premium delivery services at checkout (e.g. next day), any additional delivery upgrade costs are non-refundable once the service has been used.

Orders are shipped discreetly in plain packaging with no indication of contents.

Dispatch times

• In-stock items are typically dispatched within 1 working day (Monday to Friday).
• If an item is out of stock, dispatch may take up to 7 days. If a longer delay occurs, we will notify you by email.

2. Change of Mind Returns (Unwanted Items)

If you change your mind, you may be entitled to cancel your order within 14 days of receiving your goods (the “cooling-off period”), unless an exemption applies (see Section 3).

Where a return is eligible, we also offer an extended returns window of up to 30 days from delivery for eligible items (see conditions below). This extended period is a goodwill policy and does not reduce your statutory rights.

Conditions for change of mind returns

To be eligible for a change of mind return, items must be:

• Unused and in a resalable condition
• Returned in the original packaging with all included parts/accessories
• Unopened where supplied in sealed/heat-sealed or tamper-evident packaging (see Section 3)

How to request a return

1. Email us at support@loveandgiggles.co.uk with your order number and the item(s) you wish to return.
2. We will confirm eligibility and provide return instructions.
3. Please include a completed returns form in the parcel where possible. (Returns form: download here)

Return address (eligible non-faulty returns)

Return shipping costs: For change of mind returns, you are responsible for return postage costs. We recommend using a tracked service and keeping proof of postage.

3. Hygiene & Sealed Goods (Important)

Due to health and hygiene reasons, many adult wellness products are exempt from return once unsealed. This is permitted under the Consumer Contracts Regulations where goods are sealed for hygiene protection and become unsealed after delivery.

We cannot accept returns or exchanges for:

• Items supplied in sealed, heat-sealed, shrink-wrapped, or tamper-evident packaging that has been opened
• Products that are not sealed but are intended for intimate use where we reasonably believe the item has been used
• Any item returned in a condition that is not hygienic or safe to inspect
• Lingerie/clothing that has been worn or returned without original packaging/hygiene liners (where applicable)

Cleanliness requirement: Any item returned as faulty must be thoroughly cleaned before sending back. If an item is received in a dirty/unsanitary condition, it may be refused and returned to you (postage charges may apply).

4. Damaged, Missing, or Incorrect Items

If your order arrives damaged, incomplete, or incorrect, please contact us as soon as possible. Please report any visible damage or discrepancies within 36 hours of delivery to help us investigate with our carriers. This timeframe does not affect your statutory rights.

Email support@loveandgiggles.co.uk with your order number and, where possible, photos of:

• The outer packaging (including labels)
• The internal packaging
• The item(s) and any damage

If we have sent the wrong item, please do not open any sealed packaging. Contact us immediately and we will advise next steps. If seals are opened, we may be unable to exchange the item for hygiene reasons.

5. Faulty Items & Warranty

All products come with a 1-year warranty against manufacturing defects (in addition to your statutory rights).

Your statutory rights (summary)

• Within 30 days of delivery: if an item is faulty, you can usually claim a full refund (short-term right to reject).
• After 30 days: you are generally entitled to a repair or replacement. If repair or replacement is not possible or fails, you may be entitled to a refund.
• Within the first 6 months: a fault is generally presumed to have been present at the time of delivery unless evidence suggests otherwise.

Faulty returns process

1. Email support@loveandgiggles.co.uk with your order number, a description of the issue, and any relevant photos/video.
2. We may ask you to complete a short troubleshooting step, if appropriate.
3. If a return is required, we will provide the correct return method and address.

UK faulty returns (first month): A Freepost return option may be available within the first month of purchase for UK customers. Please email us to request the Freepost details.

If a Freepost service is used and the returned item is found not to be faulty, a charge of £3.50 + VAT may apply to cover return postage costs.

Outside the UK: We are currently UK-only. If we later accept non-UK orders, return postage for faulty items from outside the UK would not be covered.

Replacement items: Where appropriate, replacement faulty items may be sent at no additional cost within the first month.

6. Refunds

When refunds are issued

• Eligible change of mind returns (Sections 2 & 3)
• Faulty items where a refund is the appropriate remedy (Section 5)
• Orders cancelled before dispatch

Refund timing

If a refund is approved, we will process it to your original payment method within 14 days:

• From the day we receive the returned item(s), or
• From the day you provide evidence of return (e.g. proof of postage), whichever is earlier

Delivery costs: Standard delivery is free and included in product pricing. Any optional delivery upgrade charges (if offered at checkout) are generally non-refundable once the service has been used.

7. Items Returned Outside Policy

If an item is returned and does not meet this returns policy (for example, used, opened sealed goods, missing parts, or unsanitary condition), we may refuse the return. In such cases:

• The item may be held for up to 30 days while we await your instructions.
• If you request the item to be returned to you, additional postage costs may apply.
• If we do not receive a response within 30 days, the item may be disposed of with no refund given.

8. How to Contact Us

If you have any questions about returns or refunds, please contact us at:

support@loveandgiggles.co.uk