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Return Policy

Return Policy

At LoveStash, your health, safety and hygiene are our highest priority. Due to the intimate nature of the products we sell, we operate under strict hygiene and quality standards.

Please read this policy carefully before placing your order.

Change of Mind & Hygiene Policy

Due to health and hygiene reasons, we are unable to offer exchanges or refunds for change of mind on adult toys.

This applies even if items are:

Unused
Unopened
Sealed
In original packaging

Please ensure you are confident in your selection before placing your order. Our support team is happy to assist with any questions prior to purchase.

Sizing Responsibility

Please read all sizing and measurement information carefully before ordering.

We cannot accept returns or exchanges for products that are too big or too small where sizing information has been clearly provided on the product page.

Non-Returnable Items

The following items are non-returnable under any circumstances:

Gift cards
Downloadable or digital products

Exceptional Returns (Pre-Approval Required)

In rare cases, and entirely at our discretion, we may approve a return due to individual circumstances.

All return requests must be submitted to our customer service team within 15 days of purchase
Returns must be pre-approved before any item is sent back
Approved items must be unopened, unused or unworn, with all original packaging, hygiene seals, and tags intact
Returns sent without prior approval will not be accepted

Approval of an exceptional return does not create an ongoing right to return.

Fees & Costs for Approved Returns

If an exceptional return is approved:

The customer is responsible for all return shipping costs
Shipping costs are non-refundable
A restocking and processing fee of 20% of the total order value will be deducted from any refund
Refunds are issued only after the item has been received and inspected

This fee helps cover handling, inspection, payment processing, and administrative costs.

Faulty, Damaged, or Incorrect Items

Nothing in this policy affects your rights under the New Zealand Consumer Guarantees Act.

If you receive an item that is faulty, damaged in transit, or incorrect, please contact us within 15 days of purchase and provide clear photo or video evidence of the issue.

Once assessed, we will endeavour to:

Replace the product, or
Provide store credit, or
Issue a refund where appropriate

Order Cancellation (Before Dispatch Only)

If you need to cancel your order, please contact our support team as soon as possible.

Cancellation is only possible before the order has been dispatched
Once an order has been dispatched or is in transit with the courier, it cannot be cancelled
A 20% cancellation fee of the total order value will be deducted to cover payment processing, administration and fulfilment preparation costs

Additional Important Information

Requests for cancellations or exceptional returns must be made as soon as possible after placing an order
Please do not send items back to the manufacturer
Refunds are issued to the original payment method only
Because of the nature of the products, we do not offer satisfaction guarantee on our products, however our sexperts are fully confident that our handpicked collections will give you the best experience.