Refund policy
<h2>Refund & Returns Policy</h2>
<p>This policy applies to all orders placed on newlove.ink.</p>
<h3>Your right of withdrawal (14 days)</h3>
<p>If you are a consumer in the European Union, you have the right to withdraw from your purchase within <strong>14 days</strong> of the day you (or a third party you nominate) receive the goods, without giving any reason.</p>
<p>To exercise this right, tell us clearly before the 14 days expire — an email to our support address is enough. You do not need a special form. Once you have informed us, you must send the goods back <strong>within 14 days</strong> of that notice.</p>
<h3>Hygiene exclusion for intimate products</h3>
<p>Because of the nature of our products, the right of withdrawal <strong>does not apply to sealed goods that are not suitable for return for reasons of health protection or hygiene once they have been unsealed after delivery</strong> (EU Consumer Rights Directive, Art. 16(e)).</p>
<p>In practice: if the hygiene seal or sealed packaging has been opened, the item cannot be returned. Items still in their original, unopened, undamaged sealed packaging can be returned under the 14-day right above.</p>
<p>This exclusion never applies to faulty or damaged goods — see below.</p>
<h3>Return shipping costs</h3>
<p>For change-of-mind returns, you pay the cost of returning the item. Your refund covers the price you paid for the product; return postage is not reimbursed. We recommend a tracked service, as we can only refund items we actually receive.</p>
<h3>Faulty, damaged, or incorrect items</h3>
<p>If your item arrives damaged, faulty, or is not what you ordered, contact us within 14 days of delivery with your order number and photos of the problem. We cover return shipping in these cases and will send a replacement or issue a full refund, at your choice. Your statutory rights as a consumer, including the two-year legal guarantee of conformity, are not affected by this policy.</p>
<h3>Refunds</h3>
<p>Once we receive and inspect your return, we will process your refund within <strong>14 days</strong>. Refunds go back to the original payment method. Depending on your bank or card issuer, it can take a few additional business days for the money to appear on your statement.</p>
<h3>Order cancellations</h3>
<p>If you need to cancel, contact us as quickly as possible. We can usually stop an order before it is dispatched. Once an order has shipped, it falls under the return process above.</p>
<h3>Discreet returns</h3>
<p>Returns are handled as discreetly as deliveries. Nothing on our correspondence or packaging identifies the product category.</p>
<h3>How to start a return</h3>
<p>Email us with your order number and the reason for the return. We will confirm the correct return address before you send anything back — please do not return items to the address on the parcel without contacting us first, as this can delay or prevent your refund.</p>
<h3>Contact</h3>
<p>Questions about a return or refund? Contact us through the contact page on newlove.ink. We respond within 24 hours.</p>