the honest version
intimate goods are a different category. for the same hygiene reasons your local pharmacy can't take back opened mascara, we can't take back opened toys. that's the floor of the policy across the whole industry — not a livia quirk.
what we accept
- unopened items, within 30 days. packaging seal intact, item never touched. ship it back at your cost — we refund the product price.
- defective items, full stop. if it arrives broken or stops working in its first 30 days, we replace it or refund it. we cover shipping both ways.
- wrong item sent. our mistake = our cost. email us with a photo and we'll sort it the same day.
what we can't accept
- opened or used toys (hygiene)
- opened lubricants, body fluids, condoms (hygiene)
- items returned more than 30 days after delivery
- items damaged by misuse — the care card in the box covers the basics
how to start a return
email sales@nnlgroup.co with your order number and what you'd like to send back (or replace). we'll reply within one business day with a return address and any forms you need. don't ship anything back until we confirm — returns without an rma can get lost in the warehouse.
full legal version
the page above is the plain-english summary. the binding contract is in the refund policy, which covers the edge cases, the timing language, and the carve-outs by state.