Refund policy

Returns & Refunds Policy

1. Right of Withdrawal (EU Legal – Cooling‑Off Period)

Under EU law, customers have the right to cancel a distance purchase within 14 calendar days from the date of delivery, without needing to provide any justification.
Once cancellation is requested within this period, you have another 14 days to return the item to us.

2. Conditions for Returns

• Only unopened and unused items in original packaging can be accepted as returns.
• Used, opened, or unsealed items will not be accepted under any circumstance.
• You must notify us within the 14-day window and return the product within the following 14 days.

3. Exceptions (No Right of Withdrawal)

You cannot return or receive a refund for:

• Products that have been used, opened, or unsealed (e.g. sex toys, herbal blends, or legal highs).
• Custom-made or personalized products.

4. Faulty or Mis‑described Items

If your item arrives damaged, faulty or not as described, you are entitled to a repair, replacement, or full refund. You may make a claim within 2 years of delivery under EU law.
We may ask for proof (such as photos or video) before processing your request.

5. Refund Process

• Refunds will be processed within 14 days of confirming your cancellation or receiving the returned item — whichever comes later.
• Refunds will be made via the same payment method used for the original purchase.
• We refund the standard shipping cost from your order. Express or premium shipping may not be refunded unless the item is faulty.

6. How to Return or Report a Fault

1. Email us with your cancellation request within 14 days of delivery.
2. Include your order number and reason for return (if applicable).
3. Pack the item securely in its original, unused condition.
4. For faulty items, attach clear photos showing the issue.

7. Summary Table

Scenario	Return Accepted?	Refund Processing
Unused, unopened item (within 14 days)	✅ Yes	Refunded within 14 days
Used or opened product	❌ No	No refund
Faulty or incorrect product	✅ Yes	Refund or replacement

8. Questions?

Need help? Contact our customer service team at info@loquequierasshop.com — we’re here to help!