Return Policy

WHAT IS ALLURELUV'S RETURNS POLICY?

Allureluv acknowledges returns under specific circumstances. We will gladly process returns that fall within the scope of the Consumer Guarantees Act or Fair Trade Act, especially in cases involving manufacturing defects.

However, due to the unique nature of our product offerings, we are unable to accept returns for reasons related to a change of mind.

Please be advised that we never resell any returned items. All returned items, including toys, lingerie, and lubricants, are disposed of to ensure the well-being of all our valued customers.

We sincerely apologize for any potential inconvenience this may cause. We always strive to provide clear product descriptions to assist our customers. If you have any uncertainties or questions, please do not hesitate to reach out to us

CAN I EXCHANGE A PRODUCT?

Due to the nature of the products we sell, we regret to inform you that we are unable to process exchanges for any of our products, except in cases where you have received an incorrect item in error or when the exchange is protected by the Consumer Guarantees Act or Fair Trade Act.

Please take a moment to review our sizing information thoroughly, as we are unable to accommodate exchanges for items that do not fit properly when the size is clearly specified on our website.

WHAT HAPPENS IF I RECEIVE A FAULTY PRODUCT?

Allureluv takes great pride in offering New Zealanders an extensive selection of intimate products. However, there may be instances where our suppliers occasionally miss the mark. If you receive a defective product, we are committed to promptly resolving the issue for you.

If you suspect that you have received a faulty product, please consider the following troubleshooting steps:

    1) Attempt to hold down the 'on' button for 3-5 seconds. Some products feature a travel lock to prevent accidental activation.

    2) If the product is rechargeable, fully charge it before attempting to turn it on. Some items come with a residual charge, but others may require an initial charge.

Should your product indeed prove to be faulty, we are more than willing to replace it. To initiate this process, please get in touch with us within 7 days, providing the following details:

• The order number associated with the product's purchase
• A description of the issue
• If possible, include a photo or video illustrating the fault

We will then assess whether a return courier bag is needed for the item before proceeding with a replacement.

In the event that the same item is not available for replacement, we will issue you a store credit that can be used toward purchasing a new item from the Allureluv website, or a cash refund if you prefer.

Please be aware that we never resell returned products. They are returned to the manufacturer for examination and replacement, as per our quality assurance standards.

CAN I CANCEL MY ORDER?

If you decide to cancel your order after making a payment, kindly get in touch with us promptly, providing your order number.

• If your order has not yet been shipped, we will cancel it immediately and issue a full refund.
• In the event your order is already in transit with the courier, we will make an attempt to recall it. However, please note that courier shipping fees are typically non-refundable. Consequently, we will need to deduct the applicable shipping fee from your refund and then return the remaining order value. Please be aware that when you qualify for free shipping based on a minimum order value (e.g., $99), there is a shipping fee of $10 that we cover on your behalf. In such instances,  $10 will be deducted from your refund.
• Please be aware that we are unable to cancel an order that has already been delivered.

WHAT IS YOUR PRODUCT WARRANTY?

Our warranty policy extends to products for a duration of 1 year (Toys & Vibrators), or 3 months (Lingerie & Bondage) starting from the date of purchase, unless the manufacturer specifies a longer warranty period. In cases where the manufacturer provides a warranty with a longer duration, their warranty terms take precedence.

This policy encompasses faults and defects resulting from manufacturing failures. Please note that our warranty does not cover damage or faults resulting from misuse, accidents, or general wear and tear.

If your product proves irreparable, we will replace it with an identical or similar model. In cases where neither repair nor replacement is feasible, we will issue a refund.

Just like all other New Zealand businesses, Allureluv is committed to fulfilling our responsibilities under the CGA(Consumer Guarantees Act).