Cancellations, Refunds & Returns Policy
What if I want to cancel my sex doll purchase or return my love doll?
The short:
We comply with THE UNITED KINGDOM CONSUMER RIGHTS ACT 2015.
- You have a right to return any items which are faulty.
- We strongly recommend taking a quick video/photograph of the box exterior if you notice any damage and provide photographic evidence to us via email within 24hrs.
- If there are any minor issues eg eyelashes or fingernails that have come unstuck, this is normal and easily fixed.
- We do not accept cancellations of orders after 24 hours. This does not affect your legal right to a refund in the event of faulty goods. Cancellations incur a fee. See below for more details.
- Take your time, choose carefully and you’ll be fine. We’ve not had any problems we can't fix yet!
Returns
Returns are not accepted for goods that are made to order or customised in any way with the exception of faulty or damaged goods.
You have a right to return any items which are faulty or misdescribed.
Our returns policy lasts 30 days after the date of purchase or delivery whichever is later. If more than 30 days have gone by, unfortunately, we can’t offer you a refund or exchange but we can advise on repairs and help in any other way possible. Just email, live chat or call us for advice.
To be eligible for a return, your item must be unused (yes we will check this CSI style!), in the same condition that you received it, and it must be in the original packaging with its complete accessories and foam packaging. Where the item is not in its original condition or is missing items it may not be refundable.
To complete your return, please get in touch with our customer service team via the contact link on the home page or email us directly at [email protected].
We require your receipt/order number and good quality photographic evidence of the damaged or missing parts (emailed to us within 24hrs of delivery) or reasons for return if it's wholly due to ours or the manufacturer's error eg incorrect customisation.
Please do not send your purchase back to the manufacturer, you will not receive a refund.
Any item that is returned more than 30 days after delivery will not be refunded.
Silicone Lovers is not responsible for any return shipping costs.
Refunds
Once your return has been received, we will notify you upon receipt via email.
Upon inspection of your returned item, we will notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed and a credit will automatically be applied to your credit/debit card or original method of payment within 14 days.
If an item is out of stock we will happily issue a refund or exchange like for like.
We reserve the right to review all refunds, final decisions will be made at the discretion of Silicone Lovers.
Cancellations
Please choose carefully.
Cancellations within 24 hours will incur a fee of £150. We will also issue you with a discount voucher with the value of £150 for any future purchases*.
We do not accept cancellations after a 24 hour period.
Updates: Any updates to your order are at the discretion of Silicone Lovers staff and may or may not be available due to fabrication having commenced.
*can not be used in combination with other vouchers.
Exemptions to the Returns Policy:
The Returns Policy does not apply to orders for sealed goods which have been unsealed and opened by the customer and which are not suitable for return due to health protection or hygiene reasons. If you use your doll, this voids your right to a return.
The Returns Policy does not affect a customer’s statutory rights, including the right to return items which are faulty.
Return postage
In the rare event that you may have to return your product by post, please contact us at [email protected] and request the address of our workshop.
If you send items back to us without notification, you will not receive a refund.
We would recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item unless it is signed for.
For more information, please contact one of our friendly team members.