Refund policy

1. Information on Exercising the Right of Withdrawal

A buyer (“Buyer”) who is a consumer (a natural person) purchasing goods (“Goods”) from the online store at www.loveyou.lv (“Seller”) has the right to withdraw from the contract (“Contract”) within 14 (fourteen) days without specifying any reason.

  1. The 14-day withdrawal period starts on the day the Buyer—or a third party indicated by the Buyer who is not the carrier—receives the Goods.
  2. If multiple Goods are ordered in one purchase and shipped separately, the withdrawal period begins on the day the last product is delivered.
  3. If the Goods consist of several parts or batches, the period begins on the day the last part or batch is delivered.
  4. For Goods subject to regular delivery (e.g., subscriptions), the 14-day period starts from the day the first Good is delivered.
  5. If the final day of the withdrawal period falls on a public holiday or weekend, it extends until the next working day.

To exercise this right, the Buyer must inform the Seller of the decision to withdraw by:

  • Sending a written free-form notice (in Word or PDF) stating the intention to withdraw, or
  • Filling out a withdrawal form provided by the Seller.

This notice must be submitted to the Seller’s customer service centers (addresses listed on www.loveyou.lv) or emailed to info@loveyou.lv. Once the Buyer’s withdrawal notice is received electronically, the Seller will promptly confirm receipt via email.

It is sufficient to send or submit the withdrawal notice to the Seller before the 14-day deadline expires to comply with the withdrawal period.

2. Consequences of Exercising the Right of Withdrawal

  1. Refund of Payments
    If the Buyer withdraws from the Contract, the Seller will refund all payments received for the Goods, including standard delivery costs (excluding any additional costs if the Buyer selected a more expensive shipping option than the least expensive standard delivery offered by the Seller). The refund will be issued without undue delay, and in any event, within 14 days from the date on which the Seller is informed of the Buyer’s decision to withdraw.

  2. Partial Returns
    If only part of an order is returned, delivery costs are refunded only if the remaining Goods in the same order would have incurred a lower delivery charge when purchased separately, and only up to the difference in that delivery charge.

  3. Method of Refund
    The refund will be made to the bank account specified by the Buyer in the withdrawal notice or form. The Seller will not charge any additional fees for the refund.

  4. Withholding of Refund
    The Seller may withhold the refund until the returned Goods are received or until the Buyer provides proof that they have sent back the Goods—whichever occurs sooner.

  5. Return of Goods
    The Buyer must return or hand over the Goods to the Seller at the Seller’s customer service centers (addresses available on www.loveyou.lv) or to a person authorized by the Seller no later than 14 days after sending the withdrawal notice. This deadline is met if the Buyer dispatches the Goods before the 14-day period expires. The Buyer bears the direct cost of returning the Goods.

  6. Buyer’s Liability
    The Buyer is responsible for any reduction in the value of the Goods if the Goods have been used in a manner beyond what is necessary to determine their nature, characteristics, and functionality. Testing should be done only to the extent that would be permitted in a physical store.

3. Exception for Hygiene and Intimate Products

Please note that the right of withdrawal does not apply to sealed Goods which are not suitable for return for reasons of health or hygiene if such Goods have been unsealed or used after delivery. This includes, for example:

  • Adult toys (e.g., vibrators, dildos, masturbators, anal plugs, etc.)
  • Sealed intimate or lingerie items, if hygiene seals are broken or removed
  • Single-use hygiene products (e.g., condoms, lubricants)
  • Cosmetics, if opened or unsealed

Once such products have been unsealed or used, we cannot accept returns or offer refunds due to hygiene considerations.

4. Additional Information and Support

If you have any questions regarding this Refund Policy, the withdrawal process, or any other issues related to your purchase, please contact our customer service:

Our support team is available to assist you on business days from 9:00 AM to 5:00 PM.