Refund policy

At Loveplay, we are committed to providing high-quality products and exceptional service. Due to the intimate nature of our products, our returns policy is structured to prioritise hygiene, safety, and fairness in accordance with the New Zealand Consumer Guarantees Act 1993.

1. Change of Mind

For hygiene and safety reasons, we do not offer refunds or exchanges for change of mind on intimate products, including vibrators, lingerie, and personal-use items.

Please choose carefully before purchasing.

We are happy to assist with product questions prior to purchase to ensure you select the right item.

2. Faulty or Defective Products

Under the Consumer Guarantees Act, you are entitled to a remedy if a product is faulty.

If your item:

  • Is defective

  • Does not match its description

  • Fails to function as intended

Please contact us within 7 days of discovering the issue.

We may request:

  • Proof of purchase

  • Photos or video of the fault

  • Return of the item for assessment

Where a product has a minor fault, we reserve the right to repair or replace the item.

If the fault is major (as defined under the CGA), you may choose between a replacement or refund.

Refunds will be processed to the original payment method.

3. Hygiene & Safety Conditions

For health and safety reasons:

  • Items must not have been used in a manner inconsistent with testing for faults.

  • Products returned must be cleaned and securely packaged.

  • We reserve the right to refuse returns that pose a hygiene risk to staff.

This does not limit your rights under the Consumer Guarantees Act.

4. Non-Returnable Items

The following cannot be returned unless faulty:

  • Opened lubricants

  • Opened consumables

  • Clearance or sale items

  • Gift cards

5. Shipping Costs

If a product is confirmed faulty, we will cover reasonable return shipping costs.

Shipping fees are non-refundable for change-of-mind purchases.

6. Discreet Returns

All returns are handled confidentially. Please do not label packages with product descriptions.

7. Contact

Email: support@loveplay.nz
Please include your order number in all correspondence.