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Refund and Returns Policy

Updated Date: 12-29-2023

Enjoy a perfect after-sales policy!

Get In Touch:

Email: support@helloves.com (Reply within 24h on weekdays, and reschedule to the next business day on weekends or holidays.)
Submit Form: Click here to submit.

Tips Before Buying:

At Hellove, we want you to have the best shopping experience possible. To help you make an informed decision, we provide detailed product descriptions, measurements, and photos (or videos). Please read the product descriptions and specifications carefully before making a purchase, and please contact us at support@helloves.com for more information about any product.

What is your return policy?

  1. Due to the intimate nature of the items we sell, we only accept returns that are unopened and have intact packaging and tags. This is because we need to ensure that each product is brand new. This is for the health, safety and peace of mind of our customers.
  2. Once the package is opened, the products are considered used, and therefore cannot be returned unless defective.
  3. If you plan to return a product, please show us the pictures of the unopened package within 60 days of purchase by email. After we confirm the status of the package, we will provide you with a return address. Return shipping is at your own expense.
  4. Please allow up to 3-4 weeks for us to receive and process your return. If you have a question at any time regarding the status of your return, you can request an update at support@helloves.com.
  5. The above applies to, but is not limited to, the following scenarios:
    • Duplicate orders due to operator error.
    • Return due to change of mind.
    • Return due to purchase of the wrong product.
    • Return because you don’t need it anymore.
    • Return due to the price.

What if an item is defective?

If an item is found to be defective within 60 days of purchase, please contact us with the following information:

  1. Order number, SKU of the defective item, brief description of the problem;
  2. Pictures or a video of the PRODUCT to illustrate the problem;

After confirming the problem, we will replace it with the same item or another product with a similar price.

Before reporting the problem, please confirm the following information:

  1. Before you test the product, is it be fully charged？Have you long press the power button about 3-5 seconds to turn on the product?
  2. For the dildo and vibrator, have you turned on the product before using the remote control to control it? Did you check the battery of the remote control?
  3. Did you check the instruction manual of the product?
  4. All products on our website must not be used while the product is charging.

What if the package is lost or returned?

  1. If the parcel delivered to the destination address successfully, but you did not receive it, there is no refund will be provided.
  2. If the parcel is lost in transit, we will resend it with the same item.
  3. If the parcel is delivered to a different address, we will resend it with the same item.
  4. If a parcel is returned because of the address problem or because the customer did not pick up the parcel in time, we will resend it with the same item and $9.9 for the shipping cost will be charged.
  5. Returned due to force majeure factors, such as: customs return, or post office return without reason, we will resend with the same item.

For all the details, please send the messages to our customer service department for confirmation within 30 days of purchase.

What if I want to cancel my order?

  1. To cancel your order, please get in touch with Hellove support@helloves.com within 24 hours of your purchase for a free cancellation.
  2. In most cases, your order will be processed and shipped on the same day. Therefore, there is almost no way to cancel an order once submitted.
  3. If the order cannot be canceled and you really do not need it anymore, please try to decline the package. If you are unable to decline the package, please follow the return policy.
  4. After we refund you, it will take 3-7 business days to receive your refund, depending on your bank’s transfer process.

What if I receive the wrong product?

If you believe we have shipped the wrong item, please contact us with the following information within 60 days of purchase:

  1. Pictures of the shipping label (the label is on the package)
  2. Pictures showing the SKU on the product’s plastic wrap bag
  3. Pictures of the entire package and the product