Returns Policy
Returns & Refunds Policy
At Desire, we prioritise hygiene, safety, and customer care. Due to the intimate nature of our products, we apply the following returns policy.
Eligibility for Returns
For health and hygiene reasons, we do not accept returns or exchanges on intimate products once they have been opened or used.
This includes, but is not limited to:Â
- Vibrators and intimate devices
- Sex toys and accessories
- Lubricants, oils, gels, and liquids
- Any product that has had its hygiene seal broken
This policy is in place to protect all customers and complies with standard adult wellness industry practices.
Faulty or Damaged Items
If you receive an item that is:
- Defective
- Damaged in transit
- Not functioning as intended upon arrival
Please contact us within 48 hours of delivery with:
- Your order number
- A clear description of the issue
- Photos or a short video showing the fault (where applicable)
Once reviewed and approved, we will offer a replacement or refund, depending on the situation.
Incorrect Items
If you receive an item that does not match your order, please contact us within 48 hours of delivery. We will resolve the issue as quickly as possible.
Non-Returnable Situations
We are unable to offer refunds or replacements for:
- Change of mind
- Incorrect product selection
- Products damaged through misuse
- Normal wear and tear
- Orders where delivery was successful but the customer is unavailable to receive the package
Refund Processing
Approved refunds will be issued to the original payment method used at checkout. Processing times may vary depending on your payment provider
Discreet & Confidential Support
All returns enquiries are handled confidentially and discreetly. No product names or sensitive details will be displayed in communications or packaging.
