Refund policy
Returns
We accept returns only for change-of-mind purchases. You have 14 days from delivery to request a return, provided the item is unused and shows no signs of use or water contact.
Due to the intimate nature of this product, we do not accept returns on items that have been used, tested, or come into contact with the body or water.
To request a return, email hello@looue.com with your order number. Returns must be approved before being sent back.
Customers are responsible for return shipping costs. Original shipping fees are non-refundable. Items returned without prior approval are not eligible for a refund.
Condition checks
All returns are inspected on arrival.
Items showing signs of use, including water exposure, residue, wear, or odour, are not eligible for refund.
Damaged or incorrect items
If your item arrives damaged or incorrect, please contact us within 7 days of delivery so we can resolve it.
Non-returnable items
We do not accept returns on:
- Used or tested items
- Items that show signs of water or bodily contact
- Sale items or gift cards
UK & EU consumer rights
Under UK and EU consumer law, you may cancel your order within 14 days, provided the item is unused and returned in a hygienic, resalable condition. Return shipping costs remain the responsibility of the customer unless the item is faulty.
Refunds
Approved refunds are issued to the original payment method within 5–10 business days after inspection. Your bank or card provider may take additional time to process the refund. If more than 15 business days have passed since approval, please contact hello@looue.com.
