Refund policy

30-DAY RETURN POLICY

We want you to feel confident about your purchase.

Products purchased directly from the official LOYO online store may be returned within 30 days of delivery, subject to the following conditions:

1. The product must be unused and unopened.

2. The original packaging and hygiene seals must remain intact.

3. All original accessories must be included.

4. Proof of purchase must be provided.

5. Hygiene & Safety.

For health and hygiene reasons, intimate wellness products that have been opened or have had their hygiene seals removed are not eligible for change-of-mind returns.

This restriction does not apply to defective products or limit any rights provided by applicable law.

 

HOW TO REQUEST A RETURN

To request a return, please contact loyoshop@163.com within 30 days of receiving your order.

Include your order number and the reason for your return. Our customer care team will review your request and provide return instructions if eligible.

Please do not send products back without prior authorization.

 

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order upon delivery.

If you receive a damaged, defective, or incorrect item, contact us as soon as reasonably possible.

Please provide your order number and supporting photos or videos, where available.

We will review the issue and arrange an appropriate resolution, including a free replacement or refund where applicable.

 

REFUNDS

Once we receive and inspect your eligible return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days. Your bank or payment provider may require additional time to process the refund.

For change-of-mind returns, return shipping costs are the customer's responsibility. Original shipping charges are non-refundable, except where required by applicable law.

For approved warranty replacements, LOYO will cover applicable shipping costs.

If more than 15 business days have passed since your refund was approved, please contact us.

 

EXCHANGES

For hygiene and safety reasons, we do not offer standard exchanges for opened intimate wellness products due to personal preference.

If your product is defective, damaged, or incorrect, please contact our customer care team for assistance.

Eligible unopened products may be returned in accordance with our 30-day return policy, and a separate order may be placed for the desired item.

 

CONTACT US

For questions about returns and refunds, please contact LOYO Customer Care. 

Email: loyoshop@163.com

This policy does not limit or affect any rights you may have under applicable consumer protection laws.