Refund policy

Last updated: March 28, 2026

Return and Refund Policy – Discreet Intimate Essentials

At Discreet Intimate Essentials, we are committed to providing quality products and good customer service. Due to the intimate and personal nature of many of the products we sell, this Returns and Refunds Policy includes important conditions regarding hygiene, product use, damaged or faulty items, change of mind, and undeliverable orders.

Nothing in this policy is intended to exclude, restrict or modify any rights you may have under the consumer laws applicable in your country, including the Australian Consumer Law, where applicable.

1. General Policy

We want you to be satisfied with your purchase. However, due to hygiene, health and safety reasons, many products sold by Discreet Intimate Essentials are not suitable for return once opened, used, worn or otherwise tampered with.

Returns, refunds, replacements and store credits will be considered in accordance with this policy and any consumer guarantees or other rights that may apply under the law applicable in your country.

2. Change of Mind Returns

We do not generally accept returns for change of mind on intimate, adult, personal-use or hygiene-sensitive items.

This includes, without limitation:

  • vibrators
  • dildos
  • anal toys
  • plugs
  • masturbators
  • strokers
  • strap-ons
  • cock rings
  • lubricants
  • lingerie
  • BDSM gear
  • massagers
  • intimate accessories
  • any other personal or intimate-use products

Any request for a change of mind return must be made within 5 days of receiving the product, with the day of delivery being considered day 1.

If a change of mind return is approved at our discretion, the item must be:

  • unused
  • unopened
  • in original sealed packaging where applicable
  • in original condition
  • tags where applicable not removed
  • not worn, washed or tampered with
  • returned in accordance with any instructions provided by us
  • not be a product listed as "Final Sale"

Any approved change of mind return may be subject to a re-stocking fee, and original shipping costs are generally non-refundable.

3. Hygiene and Safety Exclusions

For hygiene, health and safety reasons, we do not accept returns, refunds or exchanges for any item that has been opened, used, tried on, worn, washed, altered, or where the hygienic seal or original packaging has been broken, unless required by the consumer laws applicable in your country.

This is especially important for intimate and adult products.

4. Faulty, Damaged or Defective Items

If an item arrives damaged, defective, incorrect, or develops a fault that may be covered by applicable consumer law, please contact us within 5 days of delivery with:

  • your order number
  • a description of the issue
  • clear photographs of the item
  • videos showing how the item is faulty or defective where applicable
  • photographs of the packaging where relevant
  • any other information reasonably requested by us to assess the issue

We may not be able to properly assess claims that are reported outside this timeframe where the delay affects our ability to investigate with suppliers, carriers or insurers, subject always to your rights under applicable consumer law.

If your claim is accepted, we may offer an appropriate remedy such as:

  • replacement
  • repair
  • refund
  • store credit
  • partial refund

The remedy offered will depend on the nature of the issue, the product, supplier requirements, and the rights available under the consumer laws applicable in your country.

5. Items Damaged in Transit

If your parcel arrives visibly damaged, please notify us within 5 days of delivery.

Please keep all packaging materials and provide photographs of the parcel before opening to show its arrival condition and presentation, along with photographs of the outer packaging and the affected item(s), and, where applicable, videos to assist us in assessing the claim.

Claims for damage in transit will be handled in accordance with this policy, our shipping policy, and any rights you may have under applicable consumer law.

6. Incorrect Items Supplied

If you receive an item that differs from what you ordered, please contact us within 5 days of delivery with your order number and photographs of the item you received.

If we confirm that an incorrect item was supplied, we will work with you to provide an appropriate remedy, which may include return instructions, replacement, refund, store credit or another suitable resolution.

7. Items Not Eligible for Return

Unless required by law, the following items are generally not eligible for return, refund or exchange:

  • opened intimate products
  • used adult toys
  • worn lingerie
  • opened lubricants or consumables
  • items returned without original packaging where relevant
  • items damaged through misuse, neglect, improper storage, or failure to follow product instructions
  • clearance, sale or final sale items where stated at the time of purchase
  • gift cards or promotional items
  • undeliverable or refused orders where return, shipping, handling or re-stocking costs have been incurred

8. Return Request Process

Before returning any item, you must contact us first for approval and return instructions.

Unauthorised returns may not be accepted or processed.

To request a return, refund or replacement, please contact us at customerservice@discreetie.com.au or use the Contact Us form on our website.

Please include:

  • your full name
  • order number
  • details of the product
  • reason for the request
  • photographs where relevant
  • videos where applicable

9. Return Shipping Costs

Unless required by applicable consumer law, customers are responsible for the cost of returning items.

Original shipping charges are generally non-refundable unless required by law.

If a return is approved due to an error on our part, or because an item is confirmed to be faulty, damaged or incorrect, we may, at our discretion or where required by law, cover reasonable return shipping costs or provide another suitable resolution.

10. Undeliverable Orders and Refused Deliveries

If an order is returned to us due to incorrect or incomplete shipping information, refusal of delivery, failure to collect the parcel, or other undeliverable circumstances not caused by us, any refund or cancellation may be reduced by applicable shipping, return handling, re-stocking and related costs incurred by us.

Where re-delivery is requested, additional shipping fees may apply.

11. Refund Processing Times

Approved refunds will generally be processed back to the original payment method used for purchase, unless otherwise agreed.

Please allow a reasonable period for the refund to be processed. Processing times may vary depending on your payment provider, financial institution, platform or payment method.

12. Store Credits and Replacements

Where appropriate, we may offer a store credit or replacement instead of a refund.

This may occur where:

  • the issue is minor and capable of replacement
  • the item is out of stock and a similar resolution is agreed
  • a store credit is agreed with the customer
  • another remedy is permitted under applicable consumer law

13. Consumer Rights

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the consumer laws applicable in your country.

For customers in Australia, our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a repair, replacement or refund, and to compensation for other reasonably foreseeable loss or damage, depending on the circumstances.

14. Contact Us

If you have any questions about returns, refunds or replacements, please contact us at customerservice@discreetie.com.au or by using the Contact Us form on our website.