Returns & Refunds Policy

At loquequierasshop.com, we want you to be completely satisfied with your purchase. Below you will find all the information regarding your rights to cancel, return, and request a refund under EU Consumer Law.

1. Right of Withdrawal (EU Legal – Cooling‑Off Period)

Under EU law (including EU Directive 2023/2673), consumers have the right to cancel a distance purchase within 14 calendar days from the day they (or a third party indicated by them) receive physical possession of the goods, without needing to provide any justification.

⚠️ Important Legal Notice: In accordance with EU regulations, we provide a simplified digital process to exercise this right. If a business fails to provide a compliant and easily accessible withdrawal function, the cooling-off period may be extended by law for up to 12 months.

Once your cancellation is requested within this 14-day window, you have another 14 days to return the item to us.

2. How to Exercise Your Right of Withdrawal (New Digital Process)

To make your cancellation immediate and legally compliant, we have implemented a simplified digital flow:

1. Go to the footer (bottom) of our website and click on the link "Withdraw from the contract here".

2. Complete the 2-step self-service form by entering your First & Last Name and your Order Number.

3. Click on "Confirm withdrawal".

You will immediately receive an automated email confirmation serving as a durable receipt of your request.

Alternatively, you can still exercise this right by sending an explicit declaration via email to info@loquequierasshop.com within the 14-day window.

3. Conditions for Returns

• Only items in their original packaging can be accepted for a full refund.

• Products must not have been used, damaged, or altered.

• For hygiene and health protection reasons, certain products must remain sealed (see Exceptions below).

4. Exceptions (No Right of Withdrawal)

Under Article 16 of the EU Consumer Rights Directive, you cannot exercise the right of withdrawal for:

• Sealed goods which are not suitable for return due to health protection or hygiene reasons (e.g., sex toys, herbal blends, intimate items, or legal highs) if they become unsealed after delivery.

• Custom-made, tailor-made, or clearly personalized products.

5. Faulty, Damaged, or Mis‑described Items

If your item arrives damaged, faulty, or not as described, you are entitled to a repair, replacement, or full refund. Under EU law, you benefit from a 2-year legal guarantee from the date of delivery.

Please contact us immediately at info@loquequierasshop.com with proof (such as clear photos or a short video) showing the defect so we can expedite your claim.

6. Refund Process

• Timing: Refunds will be processed within 14 days from the day we are informed of your decision to withdraw. However, we may withhold the refund until we have received the goods back or until you have supplied evidence of having sent them back (whichever is earliest).

• Payment Method: Refunds will be issued using the same payment method used for the original purchase. You will not incur any fees as a result of the refund.

• Shipping Costs: We will refund the standard shipping cost of your original order. Express or premium shipping costs will not be refunded unless the item is faulty or incorrect.

7. Summary Table

Scenario	Return Accepted?	Refund Processing
Unused, unopened/sealed item (requested within 14 days)	✅ Yes	Processed within 14 days of request/return
Used or unsealed hygiene products (sex toys, herbs, etc.)	❌ No	No refund or exchange allowed by law
Faulty, damaged, or incorrect product	✅ Yes	Free repair, replacement, or full refund

8. Questions?

Need help setting up your return? Contact our customer service team at info@loquequierasshop.com — we’re here to help!