Refund and Returns Policy

1. Our Commitment

We want you to love your purchase from Love-Retail.
If you’re not completely satisfied, we offer a straightforward return and refund process in line with UK consumer protection laws.

2. Your Legal Right to Cancel

If you are shopping as a consumer in the United Kingdom, you have a legal right to cancel your online order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This means that you may cancel your order within 14 days of receiving it, for any reason, and receive a full refund.

To exercise this right, please contact us in writing (via email or our contact form) within the 14-day period, clearly stating that you wish to cancel.
You then have another 14 days to return the items to us.

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3. How to Return an Item

1. Email us at return@love-retail.com with your order number and reason for return.
2. We’ll send you the return instructions and return address.
3. Package your items securely, including all original packaging, tags, and labels.
4. Send your parcel using a tracked postal service — we recommend you keep your proof of postage.

4. Conditions for Returns

To be eligible for a return:

• The item must be unused, unworn, and in its original packaging with all tags and hygiene seals intact.
• Returns must be made within 14 days of notifying us of your cancellation.
• You must provide proof of purchase (order number or receipt).

If items are returned worn, damaged, or without packaging, we may decline the refund or deduct a reasonable amount to reflect any reduction in the item’s value.

5. Non-Returnable / Non-Refundable Items

For hygiene and safety reasons, the following items cannot be returned or refunded unless faulty or not as described:

• Underwear
• Swimwear
• Earrings or jewellery
• Beauty, skincare, or health products that have been opened or unsealed
• Personalised or customised items
• Gift cards or digital downloads

Please check product descriptions carefully before purchasing.

6. Faulty, Damaged or Incorrect Items

We’re sorry if something has gone wrong.
If you receive a faulty, damaged, or incorrect item, please contact us within 7 days of delivery.

Please provide:

• Your order number
• A clear photo of the issue
• A brief description of the fault

Once confirmed, we’ll offer you a replacement, repair, or full refund, including return postage costs.

This does not affect your statutory rights under the Consumer Rights Act 2015, which entitles you to goods that are of satisfactory quality, fit for purpose, and as described.

7. Refunds

Once your return is received and inspected, we’ll notify you via email that we’ve received your item and confirm the status of your refund.

If approved:

• Refunds will be issued to your original payment method (e.g. PayPal, debit/credit card).
• Refunds are usually processed within 7–14 working days after we receive your returned goods.
• Shipping costs are non-refundable unless the item is faulty or incorrect.
• If you return items that formed part of a promotional offer (e.g. buy-one-get-one-free), we will adjust the refund accordingly.

Please note that your bank or payment provider may take additional time to credit your account.

8. Return Shipping Costs

• If you change your mind, you are responsible for return postage costs.
• If the item is faulty, damaged, or incorrect, we will cover the cost of return postage.

We recommend using a tracked and insured service for your protection, as we can’t be responsible for lost returns.

9. Exchanges

We currently do not offer direct exchanges.
If you wish to exchange an item, please return it for a refund and place a new order for the desired item.

10. International Returns

If you are returning an item from outside the UK:

• Clearly mark the parcel as “RETURNED GOODS – NO COMMERCIAL VALUE” to avoid customs charges.
• Any import duties, taxes, or customs fees are your responsibility.
• We cannot refund these fees.

11. Gifts and Promotional Items

If you received a free gift or promotional item with your purchase and return part of your order, the value of the gift may be deducted from your refund if the return causes your order to fall below the qualifying spend.

12. Our Rights

We reserve the right to refuse a refund if items do not meet the return conditions stated above.
We also reserve the right to amend this Refund & Returns Policy from time to time, in accordance with applicable UK law.

13. Contact Us

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

📧 Email: info@love-retail.com
📍 Registered Office: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ
📞 Customer Support Hours: Monday–Friday, 9 am – 5 pm (UK time)

© 2025 Love-Retails (GMM Digital Marketing Ltd). All rights reserved.
Registered in England & Wales.

Need help?

Contact us at return@love-retail.com for questions related to refunds and returns.