Terms of service

1) Website Terms of Use

1.1 Who we are

1.2 Acceptance of these terms

By accessing or using our website, you agree to these Terms of Use and any documents they incorporate (together, the “Terms”). If you do not agree, you must not use the website.

1.3 Eligibility and age

Our website and products are intended for adults. You must be at least 18 years old to purchase from us. We reserve the right to cancel any order where we reasonably believe the purchaser is under 18.

1.4 Changes to the site and terms

We may update the site and these Terms from time to time. Material changes will be posted here with a new “Last updated” date.

1.5 Account registration & security

You are responsible for keeping your login details confidential and for all activities under your account. Tell us immediately if you suspect unauthorised use.

1.6 Intellectual property

All content, trademarks, logos, product names, text, graphics, and software on this site are owned by us or our licensors and are protected by IP laws. You may not copy, reproduce, or exploit any content without prior written consent.

1.7 Acceptable use

• Use the site only for lawful purposes.
• Do not transmit malware, spam, or harmful code.
• Do not scrape or harvest data without consent.
• Do not post reviews or content that is illegal, defamatory, obscene, harassing, or infringes others’ rights.
• Do not circumvent any security or access controls. We may remove content or suspend access at our discretion.

1.8 User-generated content (UGC)

If you post reviews, photos, or other content, you grant us a worldwide, royalty-free, perpetual licence to use, reproduce, and display such content for marketing and operational purposes. You promise you own or control the rights to the content, and it is lawful.

1.9 Third-party links & tools

Links to other sites are provided for convenience only and do not imply endorsement. Use of third-party tools (e.g., payment providers) may be subject to their own terms.

1.10 Medical & safety disclaimer (summary)

Sexual wellness products are not medical devices unless expressly stated. Nothing on this site is medical advice; consult a healthcare professional if you have questions about suitability, allergies, or health conditions. See Section 6 for detailed safety guidance.

1.11 Limitation of liability

Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, or other liability that cannot be excluded by law. To the fullest extent permitted by law, we are not liable for any indirect or consequential losses. Our total liability for losses arising from your use of the site is limited to the amount you paid for the product causing the claim.

1.12 Governing law & jurisdiction

These Terms are governed by the laws of England & Wales. We sell and ship to UK addresses only. The courts of England & Wales have non-exclusive jurisdiction. Consumers retain any mandatory rights provided by UK law.

2) Terms of Sale

2.1 Ordering & contract formation

Your order is an offer to buy. We’ll email confirmation when we accept it and a contract is formed. We reserve the right to reject orders (e.g., due to stock errors, pricing errors, suspected fraud, or age concerns).

2.2 Product information

We try to display colours, measurements, and materials accurately. Minor variations may occur. Packaging may differ from images. For intimate products, always read the product instructions before first use.

2.3 Pricing & taxes

Prices include UK VAT where applicable and are shown in GBP (£). We may change prices without notice before purchase. We do not collect or charge non-UK duties or taxes because we do not ship outside the UK.

2.4 Payments & security

We accept the payment methods shown at checkout. Card payments are authenticated in line with applicable security standards (e.g., SCA). All payments are subject to validation and authorisation.

2.5 Buy Now, Pay Later (if offered)

If you choose a third-party instalment service (e.g., Klarna), your agreement is with that provider and subject to their terms. Late or missed payments may affect your creditworthiness. Some BNPL products are unregulated; use responsibly. We may share limited order data with the provider to assess eligibility and administer the option.

2.6 Delivery & risk

Estimated delivery times are shown at checkout and in our Shipping Policy. Risk in the goods passes on delivery. Title passes when we receive full payment. We deliver to UK addresses only.

2.7 Right to cancel (distance sales)

If you are a UK consumer, you have a legal right to cancel most online purchases within 14 days of delivery under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Exceptions apply for sealed goods not suitable for return for health protection or hygiene reasons if unsealed after delivery (e.g., opened sex toys, lubricants, cosmetics, knickers/hosiery). See Returns Policy for how to exercise your rights.

2.8 Faulty goods — your statutory rights

If a product is faulty, you may be entitled to a replacement or refund under consumer law. See Returns & Warranty.

2.9 Promotions, bundles & gift cards

Promotions are subject to availability and separate terms. Codes are one-time, non-transferable, and cannot usually be combined.

2.10 Resale & restricted use

Products are for personal, lawful use within the UK and not for resale without our written permission. We do not export or ship outside the UK.

3) Shipping & Delivery Policy

3.1 Processing times

Orders placed between 7 am–4 pm on working days are dispatched the same/next day. Weekend dispatches may vary. High-volume periods or verification checks may add time to delivery.

3.2 Discreet packaging

We ship in plain, unbranded packaging with generic sender details. Packing slips omit product names; billing descriptors may show our trading name. Couriers require a return address.

3.3 Methods, costs & tracking

Available methods and live pricing are shown at checkout. We’ll provide tracking where available. Click & collect/locker delivery may be offered.

3.4 Delivery issues

If tracking shows delivered but you can’t locate the parcel, contact us within 14 days. We may ask you to check with neighbours, reception, CCTV or the courier. Claims filed outside the carrier’s time limits may be declined.

3.5 Address errors & re-delivery

If you enter an incorrect address, we aren’t responsible for the loss. Undeliverable parcels may be returned and refunded minus shipping.

4) Returns, Refunds & Exchanges Policy

4.1 Change-of-mind returns (unopened)

• Window: Return within 14 days of delivery.
• Condition: Items must be unopened/unused with all seals, hygiene liners, and tags intact. Sets must be returned complete.
• Excluded unless faulty: Opened sex toys, lubricants/consumables, pierced jewellery, knickers/hosiery, face/body cosmetics.

4.2 Your legal right to cancel (UK consumers)

• You then have 14 days to return the goods.
• We’ll refund using your original payment method within 14 days of receiving the return or evidence of posting.
• Hygiene exception: Sealed goods not suitable for return for health protection or hygiene reasons if unsealed after delivery, are not eligible for cancellation/returns once opened.

4.3 Faulty products

• Within 30 days: You can reject a faulty item for a refund (Consumer Rights Act 2015).

4.4 Return process

1. Start your return at hello@lovekinx.co.uk within the applicable timeframe.
2. Use the provided RMA and secure packaging.
3. Obtain proof of postage; you’re responsible for the goods until we receive them.

4.5 Refund adjustments

We may reduce refunds to reflect any reduction in value caused by unnecessary handling beyond what is needed to examine the goods.

4.6 Gifts

Refunds go to the original payment method. Gift returns may be exchanged at our discretion.

5) Warranty Policy (Manufacturer & Statutory)

• Many branded items carry a manufacturer’s warranty; see product pages or enclosed leaflets for duration and claims process.
• Your statutory rights under the Consumer Rights Act 2015 apply in addition to any warranty. Keep your order confirmation as proof of purchase.
• Damage due to misuse, neglect, unauthorised repairs, incompatible lubricants/cleaners, or normal wear and tear is not covered.

6) Health, Materials & Safety Guidance

• Read the manual before first use. Follow charging and cleaning instructions.
• Materials & compatibility: Use water-based lubes unless the product specifically indicates silicone-safe. Oil-based lubes may damage latex and silicone.
• Allergies & sensitivities: Check material lists (e.g., latex, fragrance) and perform a patch test for cosmetics. Discontinue use if irritation occurs.
• Hygiene: Clean before and after each use with warm water and an appropriate cleaner. Do not share penetrative toys without protection.
• Electrical & battery safety: Use the supplied charger; do not charge unattended or near water.
• Medical disclaimer: If you are pregnant, have a pacemaker, use metal implants, have pelvic pain, infections, or other conditions, consult a healthcare professional before use.
• Children: Products are not toys for children. Keep out of reach of minors.

7) Privacy Policy (UK GDPR / DPA 2018 compliant)

7.1 Who is the controller

Controller: Lovekinx

7.2 What we collect

• Identity & contact: name, email, phone, addresses.
• Order & payment data: products purchased, totals, billing, and delivery. We don’t store full card numbers (handled by payment processors).
• Account data: log-in, preferences, wish lists, reviews.
• Device & usage data: IP, device/browser info, pages viewed, referral source, cookies/SDKs.
• Marketing data: your communication preferences.
• Support content: messages, photos you send us (e.g., for product faults).

Note on sensitivity: Although we do not seek special-category data, purchases in the sexual wellness category may reveal intimate preferences. We treat all such data as highly confidential and minimise access on a need-to-know basis.

7.3 Purposes & lawful bases

• Process and deliver your order — contract performance.
• Fraud prevention, age gating, security — legitimate interests/legal obligations.
• Customer support — contract/legitimate interests.
• Marketing by email/SMS — consent (opt-in). You can withdraw consent at any time.
• Analytics & site improvement — consent for non-essential cookies; legitimate interests for essential operations.
• Compliance & record-keeping — legal obligation.

7.4 Sharing your data

Details continue…

Contact

For any questions about these policies, email hello@lovekinx.co.uk.