Refund policy

We want you to feel confident buying from LoveLab. Because our products are intimate and personal, our returns policy is designed to protect your health and every other customer's, while giving you all the rights you have under South African law.

Changed your mind? (7-day cooling-off period)

Under the Electronic Communications and Transactions Act, you may cancel your order within 7 days of receiving it, without giving a reason.

  • For hygiene reasons, items must be unused, unopened and in their original sealed packaging.
  • You pay the cost of sending the item back to us.
  • Once we receive and check the item, we will refund you within 30 days of your cancellation, using your original payment method.

Faulty or defective products

Under the Consumer Protection Act, if a product is defective, not of good quality or doesn't work as it should, you may return it within 6 months of delivery. You can choose a repair, a replacement or a refund. We will cover the cost of the return.

This does not apply to damage caused by misuse, such as using a silicone-based lubricant with a silicone toy, charging with an incompatible charger, or not following the care instructions included with your product.

Damaged in transit or wrong item received

Please contact us as soon as possible, and ideally within 7 days of delivery, with your order number and a photo of the item and packaging. We will send a replacement or refund you in full, including delivery costs.

Items we can't accept back

  • Opened or used toys and lubricants, unless they are faulty
  • Items not bought from thelovelab.co.za (please return these to the store you bought them from, for example Dis-Chem)

How to return an item

  1. Email us at admin@avalanchetrading.com with your order number and the reason for your return.
  2. We will reply with the return address and instructions. Please don't send items back before you hear from us.
  3. Pack the item securely. We recommend using a trackable courier, as we can't be responsible for returns lost in transit.

Refunds

Approved refunds are made to your original payment method. Depending on your bank, it can take 5–10 business days for the money to reflect in your account.

Questions? Email us at admin@avalanchetrading.com and we will help.