I. Introduction

At Loveintoys, we are committed to providing you with high-quality products and services. To ensure your shopping experience, we have formulated this Return and Exchange Policy, which clearly defines the circumstances under which you can return or exchange products and the relevant operation procedures and precautions. Please read this policy carefully before purchasing our products. If you have any questions, please feel free to contact our customer service staff. You can also send an email to ar269084900@gmail.com for inquiries.

II. Conditions for Returns and Exchanges

(I) Conditions for Returns

  1. ​Quality Issues
    • If the product you received has quality defects, damage, or performance malfunctions during normal use, such as missing parts, inability to assemble normally, or performance not meeting the product description, you have the right to apply for a return within the specified time.
    • For products that need to be returned due to quality issues, you do not need to bear the return shipping cost. We will cover the corresponding logistics expenses.
  2. ​Incorrect or Missing Items
    • If the goods you received do not match your order, such as incorrect product model, color, or quantity shortage, you can apply for a return within the specified time after discovering the problem. We will verify the situation and handle the return for you, and bear the corresponding logistics costs.
  3. ​Unused and Not Affecting Resale Value
    • Under the following conditions, you can also apply for a return:
      • The product has not been used and the original packaging is intact, including the outer box, instructions, accessories, etc.
      • The product does not affect resale value, that is, there are no scratches, wear, stains, or other conditions that affect the appearance and use.
      • The return application must be submitted within 3 working days after you receive the product.

(II) Conditions for Exchanges

  1. ​Quality Issues
    • If the product you received has quality issues and you wish to exchange it for the same model or a product of equal value, we will arrange the exchange for you after verifying the situation. The shipping costs incurred during the exchange process will be borne by us or negotiated with the customer depending on the specific circumstances.
  2. ​Incorrect or Missing Items
    • For incorrectly shipped or missing items, in addition to the option to return them, you can also apply for an exchange. We will arrange the correct product for you according to your needs and ensure timely shipment.

III. Time Limits for Returns and Exchanges

(I) General Products

For most products, you can apply for a return or exchange within 3 days after receiving the product. The time is calculated from the date you signed for the product and does not include public holidays and express delivery time.

(II) Special Products

Some special products, such as customized products, fresh food, cosmetics (opened and used), and underwear, due to their particular nature, may not be eligible for returns or exchanges, or may have different time limits and conditions for returns and exchanges. Please read the relevant instructions on the product details page carefully before purchasing such products.

IV. Return and Exchange Procedures

(I) Applying for a Return or Exchange

  1. Log in to your Loveintoys account and find the order for which you want to return or exchange the product in "My Orders".
  2. Click the "Apply for Return/Exchange" button for the corresponding order and fill in the reason for return/exchange, select the return/exchange method (return/exchange), and upload relevant vouchers (such as product photos, quality inspection reports, etc., if required) according to the system prompts. If you have any questions during the operation, you can send an email to ar269084900@gmail.com for consultation at any time.
  3. After submitting the return/exchange application, our customer service staff will review your application within 3 working days. During the review process, we may contact you to verify relevant information. Please keep your phone accessible and pay attention to system messages in a timely manner.

(II) Review and Processing

  1. If your return/exchange application is approved, we will provide you with the return address and relevant return/exchange instructions. If you have any other questions, you can also contact us via ar269084900@gmail.com.
  2. For products that need to be exchanged, we will arrange shipment for you as soon as possible after receiving the returned product and confirming that it is correct, and provide you with a new tracking number for you to track.
  3. If your return/exchange application is not approved, we will inform you of the reason through system messages or by phone. If you have any objections to the review result, please contact our customer service staff within 3 working days or send an email to ar269084900@gmail.com, and we will further investigate and handle it for you.

(III) Return Shipping

  1. You need to send the product back to us according to the return address we provided. Please make sure to choose a reliable express delivery method when returning the product and keep the courier waybill number so that we can track the logistics information. If you encounter any problems during the return shipping process, you can contact us at ar269084900@gmail.com.
  2. After receiving the returned product, we will inspect the product. If it meets the conditions for return/exchange, we will process it according to your application (refund or exchange).

(IV) Refund Processing

  1. If you applied for a refund after returning the product, we will refund the amount to your original payment account within 3 working days after confirming that we have received the returned product and there are no problems with it.
  2. The refund amount will be based on the actual amount you paid and does not include any shipping costs (unless we bear the shipping costs due to quality issues).

V. Responsibility for Return and Exchange Costs

(I) Quality Issues

For returns and exchanges due to product quality issues, all return shipping costs and exchange shipping costs will be borne by us. We will arrange courier pick-up at your location according to your needs (in some areas) or provide corresponding shipping subsidies.

(II) Non-Quality Issues

  1. For returns due to personal reasons (such as not liking it or it not fitting), if it does not meet our free return/exchange conditions, the return shipping cost will be borne by you.
  2. If you need us to assist in arranging courier pick-up, additional service fees may be incurred, and these fees will be borne by you.

VI. Other Notes

(I) Product Condition Requirements

Please ensure that the product remains in its original condition when returning or exchanging it, unused, undismantled, undamaged, and with intact packaging. If the product has been damaged by human actions, shows signs of use, or has other conditions that affect its resale value, we will not be able to process your return/exchange request, and the resulting costs will be borne by you.

(II) Invoice and Vouchers

Please provide the invoice or relevant vouchers (if any) when applying for a return or exchange so that we can verify the order information and handle the return/exchange process. If the invoice is lost, it may affect your return/exchange process. Please understand the relevant regulations in advance.

(III) Policy Updates

We have the right to revise and update this Return and Exchange Policy according to actual circumstances. After the policy is updated, we will notify you through website announcements, email notifications, etc. Please regularly check for updates to our policies so that you are aware of any relevant changes. By continuing to use our services after the policy is updated, you indicate your acceptance of the revised policy.

If you have any questions or suggestions about this Return and Exchange Policy, please feel free to contact our customer service staff or send an email to ar269084900@gmail.com. We will serve you wholeheartedly. Thank you for your support and trust in Loveintoys!