60-day satisfaction guarantee

Satisfaction, guaranteed.

Choose your LELO device with confidence. If it isn't right for you, tell us within 60 days of delivery, send it back, and we'll give you store credit for the full price you paid.

Make a request
What it is

Room to find what works for your body

Finding the right wellness device is personal. Our satisfaction guarantee gives you time to try it properly. If it isn't right for you, we'll make the return simple and give you a coupon for the value of your device to use on your next LeloVibes order.

  1. Order on lelovibes.com

    Choose any eligible LELO product and complete your order on lelovibes.com.

  2. Not right for you?

    Submit a satisfaction guarantee request with the form below within 60 days of delivery. Our Customer Care team will reply by email.

  3. Return it, get credit

    Once your request is approved, send the product to the address we give you. Return shipping is at your cost. When it arrives, you'll get a coupon for the price you paid, plus free standard shipping on your next order.

The fine print

Conditions

To make a request

  • The product must have been bought on lelovibes.com.
  • Eligible products: LELO devices and wellness accessories. Personal-care consumables (moisturisers, lubricants, condoms, massage candles), bundles, gift sets and deluxe, gold or silver editions are not eligible.
  • For electronic devices, a valid serial number is required. You'll find it on the device or its packaging.
  • Submit your request within 60 days of delivery.
  • The original order cannot have been paid for with an earlier satisfaction guarantee coupon.
  • One request per product, and a maximum of 3 requests per customer.
  • Our Customer Care team will give you the return address. Return shipping is at your cost.

Using your coupon

  • The coupon value is the price you originally paid for the returned product.
  • Includes free standard shipping on your next order.
  • Single use, on lelovibes.com, valid for 1 month from the day it's issued.
  • Cannot be combined with other promotions or discount codes.
  • Any unused value is lost at checkout and cannot be transferred.

Faulty product? That's covered by your 2-year LELO warranty, not the satisfaction guarantee. Full terms: refund policy.

Make a request

Satisfaction guarantee request

Fill in the form and our Customer Care team will review your request and reply by email, usually within 2 business days.

Use the email from your order.

Required for electronic devices.

Product faulty? Use warranty registration instead. Other questions: contact us.

FAQ

Questions

Is the satisfaction guarantee the same as the warranty?

No. The satisfaction guarantee is for when a product simply isn't right for you. The 2-year LELO warranty covers products that are faulty.

Do I have to return the product?

Yes. Once your request is approved, the product must arrive at the address our Customer Care team gives you before we issue the coupon.

Who pays for return shipping?

You do. Return shipping costs are paid by the customer.

Is it a refund?

No. The guarantee is paid as a coupon worth the price you paid, plus free standard shipping, to use on lelovibes.com.

What if my coupon is worth more than my next order?

Any remaining value is lost at checkout. You can add more eligible items to your cart to use the full value.