Last Updated: May 2026
At AvidLovePlay, we prioritize customer satisfaction, hygiene safety, and discreet service. Due to the intimate nature of our products, all returns and refunds are subject to strict hygiene standards.
1. 30-DAY LIMITED RETURN WINDOW
We offer a 30-day return window for eligible items starting from the date of delivery.
To qualify for a return, items must:
- Be unused, unworn, and unwashed
- Be in original packaging with all tags and accessories
- Be in resellable condition
- Be returned within 30 days of delivery
Items that do not meet these conditions may be rejected for hygiene reasons.
2. NON-RETURNABLE ITEMS (HYGIENE PROTECTION POLICY)
For health, safety, and hygiene reasons, the following items are non-returnable unless defective:
- Opened or used intimate wellness products
- Items with broken or removed hygiene seals
- Panties, lingerie bottoms, or similar intimate apparel after unpacking
- Clearance / Flash Sale / Final Sale items
- Products damaged due to misuse or improper handling
- Items missing original packaging or accessories
This policy ensures every customer receives brand-new, safe, and hygienic products.
3. DAMAGED, DEFECTIVE, OR WRONG ITEMS
If you receive an incorrect, damaged, or defective item, please contact us within 7 days of delivery.
📧 Email: service@avidloveplay.com
Please include:
- Order number
- Description of the issue
- Clear photo or video evidence
Once confirmed, we will offer one of the following resolutions:
- Free replacement
- Full refund
- Partial refund (if applicable)
- Store credit (if applicable)
📌 If the issue is confirmed as our responsibility, we will cover return shipping costs.
4. RETURN SHIPPING COSTS
Customer Responsibility
If returning an item for reasons such as:
- Change of mind
- Incorrect size selection
- Unwanted item
- Personal preference
The customer is responsible for return shipping costs.
Our Responsibility
We will cover return shipping if the return is due to:
- Defective product
- Wrong item shipped
- Shipping damage caused by us
Original shipping fees are non-refundable unless the return is due to our error.
5. RETURN AUTHORIZATION (RA REQUIRED)
All returns require prior approval and a Return Authorization (RA) number.
To initiate a return:
- Contact us at service@avidloveplay.com
- Wait for return approval and instructions
- Receive RA number and return address
- Ship item with RA clearly marked on package
⚠️ Unauthorized returns may be refused or delayed.
6. REFUND PROCESSING
Once your return is received and inspected:
- Inspection time: 1–3 business days
- Approved refunds are issued within 3–7 business days
Refund methods:
- Original payment method only
Estimated timelines:
- PayPal: typically within 48 hours after approval
- Credit/Debit Cards: 5–10 business days (bank dependent)
📌 Processing delays may occur depending on your financial institution.
7. EXCHANGES
We offer exchanges only for:
- Size changes
- Color variations of the same item
- Approved defective replacements
Exchanges are subject to product availability and are limited to one exchange per item.
If the requested replacement is unavailable, we may offer:
- Refund
- Store credit
- Alternative replacement option
8. ORDER CANCELLATION
Orders may be cancelled for a full refund if:
- The order has not been shipped or processed
Because we process orders quickly, we recommend contacting us within 24 hours of purchase.
Once an order has shipped, it cannot be cancelled.
9. WARRANTY (SELECTED PRODUCTS ONLY)
Certain electronic or rechargeable products may include limited warranty coverage.
Coverage:
- Up to 12 months for rechargeable devices
- Up to 6 months for accessories
Covered issues:
- Manufacturing defects
- Functional failure under normal use
Not covered:
- Misuse or improper handling
- Water damage beyond product rating
- Physical damage or accidents
- Unauthorized modifications
10. LOST OR DELAYED PACKAGES
If your package is delayed or appears lost:
Please contact us within 45 days of order date.
We will:
- Investigate with the carrier
- Review tracking records
- Provide appropriate resolution options
📌 International delays may occur due to customs, weather, or carrier disruptions.
11. FAILED DELIVERY & RETURNS TO SENDER
If a package is returned due to:
- Incorrect or incomplete address
- Delivery refusal
- Multiple failed delivery attempts
- Unclaimed package
We may offer:
- Reshipment (shipping fee may apply)
- Refund minus shipping costs (if applicable)
📌 Returned items cannot always be guaranteed for restocking due to hygiene restrictions.
12. CUSTOMS & IMPORT FEES
For international orders:
- Customs duties, VAT, GST, or import taxes may apply
- These fees are not included in product or shipping costs
- Customers are responsible for all import-related charges
We are not responsible for customs delays or seizures caused by local regulations.
13. FRAUD PREVENTION & DISPUTE HANDLING
To protect customers and ensure secure transactions:
- We may request proof (photos, tracking, order verification)
- We may reject fraudulent or abusive claims
- We encourage customers to contact us before opening payment disputes
📌 Most issues can be resolved quickly through customer support without formal disputes.
14. RETURN SHIPPING ADDRESS (ONLY FOR RA-APPROVED RETURNS)
⚠️ DO NOT RETURN ITEMS WITHOUT RA APPROVAL
Returns must be sent only after receiving authorization.
Return Address (RA-approved only):
AvidLovePlay Returns – ALP Logistics
Contact Name: Dulizhan
40 Harry Shupe Blvd
Wharton, NJ 07885
United States
📌 Important Notes:
- Always include RA number on package
- Use trackable shipping method (UPS / USPS / FedEx)
- We are not responsible for untracked or misrouted returns
- Do NOT send returns to original warehouse address
15. PRIVACY & DISCREET RETURNS
We respect your privacy.
- All packages are handled with discreet labeling
- Return logistics use neutral sender identification (e.g., ALP Logistics)
- No adult-related wording is used externally
Your purchase history and return activity remain strictly confidential.
16. CONTACT US
For all return, refund, or warranty inquiries:
📧 Email: service@avidloveplay.com
🕘 Support Hours: Monday–Friday, 9:00 AM – 6:00 PM (EST)
⏱ Response Time: 24–48 business hours
