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Return Policy
Return Policy
Return Policy
1. Notification of Defects
We strive to deliver high-quality products that meet your expectations. However, if you encounter any defects, Please inform us by email as soon as possible. Warranties on products are provided by the manufacturer. Unless otherwise stated, all products carry a 6-month manufacturer's warranty from the date of the seller's invoice. Any defect claims made after the warranty period will not be eligible for return or replacement, except under exceptional circumstances, which will be evaluated on a case-by-case basis. Please reach out to your sales representative to discuss any special situations.
2. Types of Returns
2.1. Defective Products
If you discover any defects in the products received, please follow the steps below:
· Contact Your Sales Representative: Reach out to your designated sales representative to initiate the return process.
· Provide Detailed Information: Submit a detailed inventory of the defective products, including a comprehensive description of each defect and the quantities involved. This information is critical for processing your return efficiently.
· Obtain a Return Authorization Number (RA#): Upon receipt and review of your request, your sales representative will issue an RA# via email. This RA# is mandatory and must be clearly displayed on all return packaging and associated documentation.
· Freight Credit: To receive credit for freight charges, include a copy of the freight invoice along with the packing slip when returning the items. Failure to provide this documentation may result in the denial of freight credit.
· Cosmetic issues: Cosmetic issues such as color fading, minor staining, discoloration, and oil seepage of PVC, TPE, TPR, and Silicone material are inherent characteristics and are not covered under any return policy.
2.2. Damaged Packaging
If products arrive with damaged packaging, we offer two solutions:
· Replacement Packaging: Contact your sales representative to arrange for the supply of replacement packaging. The new packaging will be shipped to you promptly to ensure the products remain in a resalable condition.
· Authorized Return: If replacement packaging is not available or feasible, we may authorize the return of the goods under an RA#. This option is subject to our evaluation and approval.
2.3. Shipping Errors
In the event that you receive incorrect items:
· Immediate Notification: Notify us as soon as possible to report the shipping error. Timely communication helps us resolve the issue quickly.
· Provide Relevant Details: When requesting an RA#, include the invoice number, item number(s), and quantity of the incorrectly received items.
· RA# Issuance: Your sales representative will issue an RA# upon verification of the shipping error. This RA# must be included on all related documentation and packaging.
· Freight Credit: As with defective products, a copy of the freight invoice should be included to receive credit for any return shipping costs.
2.4. Overstock Returns
Overstock returns are handled with special consideration:
· Case-by-Case Evaluation: Each request for overstock returns is evaluated individually. Approval is not guaranteed and is subject to our discretion.
· Restocking Fee: If an RA# is granted, a 10% restocking fee will apply to all returned items.
· Condition for Resale: All returned merchandise must be in a pristine, resalable condition. Items must be free from any damage, wear, or use, and should include all original packaging and accessories.
2.5. Special Orders
Special orders are custom-made or non-standard products and are subject to the following conditions:
· Non-Returnable: Special order products cannot be returned for credit or exchange. However, they may be eligible for repair or replacement if found to be defective.
· Support Assistance: While we cannot process returns or exchanges for special orders, our team is available to assist you in facilitating support or repair through the manufacturer or relevant service provider.
3. Conditions for Resalable Merchandise
To ensure that returned products can be resold, the following conditions must be met:
· Complete Original Packaging: All products must be returned in their original packaging, including all boxes, packing materials, manuals, blank warranty cards, and any other accessories or documentation originally provided.
· No Attachments: The products should not have any price tags, barcode labels, address labels, or any other types of stickers or markings that were not originally part of the product.
· Free from Markings: Products must be free from any customer or store markings, such as writing, stickers, or other modifications.
· RA# Requirement: No returns of any type will be accepted at the returns warehouse without a valid RA# clearly printed on the label and all related documentation.
· Freight Credit for Resalable Items: Freight credit will not be issued for overstock returns. The cost of shipping these items back to LOVETOY LLC will be the responsibility of the distributor unless otherwise agreed upon in writing.
· Discontinued and Custom-Labeled Products: Returns will not be accepted for discontinued items, products showing signs of use or wear, or any privately labeled items. These products are considered final sale and are ineligible for return or credit.
· Refunds and Credits Based on Current Pricing: If the current advertised price of a product is lower than the original purchase price, the refund or credit amount will be based on the current price at the time the RA# is issued.
· Processing Time: Once the returned merchandise has been received and inspected, a credit memo will be issued. Please refrain from deducting the value of the RA# from your payments until the credit memo has been formally issued by LOVETOY LLC.
4. General Provisions
· Right to Accept or Deny Returns: We reserve the right to accept or deny any return request based on the conditions outlined above.
· Non-Compliance: Any returns that do not comply with the terms of this policy may be rejected, and the products will be returned to the distributor at their expense.
· Exceptional Cases: In exceptional cases, where returns are requested outside of the standard terms, we may, at its sole discretion, approve the return subject to special conditions or fees.
5. Contact Information
For all return requests, inquiries, or to discuss special circumstances, please contact your designated sales representative or reach out to our customer service team.
