Refund policy

LOOVE Return & Refund Policy

Our Approach to Returns

At LOOVE LABS, we view every transaction as part of an ongoing relationship with our creative community. This policy reflects our commitment to transparency and care while ensuring sustainable practices across our physical and digital spaces.

Standard Return Period

We welcome returns of eligible items within 30 days of delivery or purchase from our physical locations. This window applies to new, used, and open box items, providing consistent clarity for all transactions.

Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.). Free return shipping applies only to defective or incorrectly shipped items.

Return Process

  1. Initiate your return by email at billing@theloove.com before visiting our locations
    • Advance notice helps us prepare for your return and ensure smooth processing
    • For defective items, please include photos and a brief description of the issue
  2. Include your order number and reason for return
  3. Receive return authorization with shipping instructions or drop-off appointment time
  4. Return the item in its original condition with all included accessories and packaging
  5. Refund will be processed upon receipt and inspection

Return Shipping

  • Returns due to our error (wrong item, defective product, etc.): We cover return shipping costs
  • Preference-based returns: Customer is responsible for return shipping costs
  • Exchanges: We offer direct exchanges for the same item (different size/color) with customer covering one-way shipping. For different items, please place a new order and return the original item

Refund Processing

  • Refunds will be issued to the original payment method used for purchase
  • Alternative refund methods will only be used when original payment method is unavailable
  • Processing time: 3-5 business days after we receive and inspect your return
  • Notification: You'll receive email confirmation when your refund is processed

Special Circumstances

Event Tickets and Experiences

  • Full refund available up to 48 hours before scheduled event
  • Store credit available for cancellations with less than 48 hours notice
  • Rescheduling options may be available at no additional cost

Electronic Equipment

  • 30-day functional guarantee for all electronic instruments and equipment
  • Technical issues will be assessed by our team
  • Repair, replacement, or refund options will be offered based on assessment

Vinyl Records, Books, and Media

  • Defective items: Will be replaced or refunded regardless of whether they've been opened
  • Non-defective returns:
    • Unopened and in original shrink-wrap: Eligible for full refund
    • Opened items: May be eligible for store credit if in resalable condition

Used or Open Box Items

  • Standard 30-day return period applies
  • Items must be returned in the same condition as when purchased
  • Assessment will be based on the condition at time of purchase, not as new
  • Store credit may be offered in lieu of refund for items that show damage beyond what was disclosed at time of purchase

Consignment Items

  • Subject to the same 30-day return period as standard merchandise
  • Returns are processed by LOOVE, not the consignor
  • Refunds will not be processed until the return has been accepted and verified
  • Consignor payments will be adjusted to reflect any returns

Custom or Personalized Items

  • May be eligible for return if quality issues exist
  • Return eligibility will be determined on a case-by-case basis

Items Not Eligible for Return

We're unable to accept returns on:

  • Digital downloads or software
  • Gift cards
  • Items marked as final sale
  • Items showing damage not present at time of purchase

Connect With Us

If you have questions about our return policy or need assistance:

  • Email: billing@theloove.com

Return Shipping Address: C/O LOOVE LABS
627 Union Ave
Brooklyn, NY 11211

We approach each situation with care and are committed to finding thoughtful solutions that work for everyone. If you have concerns not specifically addressed by this policy, please reach out so we can work together toward a resolution.