Last Updated: 2025
At Lone Partner, we prioritize customer satisfaction, hygiene, and safety.
Due to the intimate nature of our products, we follow strict refund and return guidelines.
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1. Hygiene & Safety First
For the protection of all customers, opened, unsealed, or used products cannot be returned or refunded.
We cannot resell intimate wellness items that have been:
• Opened
• Unboxed
• Used
• Tested
• Worn
• Inserted
This policy ensures safety and hygiene for everyone.
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2. Eligible Returns
Returns are accepted only if:
• You received the wrong product
• The item arrived damaged
• The product is defective
• Packaging was severely damaged upon delivery
You must notify us within 48 hours of receiving the order.
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3. Non-Returnable Items
For hygiene reasons, the following cannot be returned:
• Vibrators
• Dildos
• Masturbators
• Anal toys
• Bondage items
• Lubricants & liquids
• Any product with a broken hygiene seal
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4. Refund Process
If approved, refunds are processed via:
• Original payment method
• Within 5–10 business days
Refund timelines may vary based on your bank or payment provider.
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5. Exchange Policy
If the product is defective or incorrect, we will provide:
• A free replacement
OR
• A full refund
The product must remain unopened, unused, and sealed.
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6. Order Cancellations
Orders can only be cancelled before they are shipped.
Once dispatched, cancellations are not possible due to discreet-handling protocols.
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7. Damaged or Defective Products
If your product arrives damaged:
1. Take clear photos of the item and packaging
2. Contact our support team within 48 hours
3. We will arrange a replacement or refund
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8. Incorrect Address / Failed Delivery
If a package is returned due to:
• Incorrect address
• Customer unavailability
• Refusal to accept the parcel
Reshipping fees may apply.
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9. Final Decision
Lone Partner reserves the right to approve or deny refunds based on:
• Product condition
• Policy compliance
• Proof provided