Refund policy

Return and Refund Policy

Last updated: September 1, 2026

At Dearly Desire, we want you to be satisfied with your purchase. This Return and Refund Policy explains when products may be returned, exchanged, replaced, or refunded.

By placing an order with Dearly Desire, you acknowledge and agree to this policy, except where a different result is required by applicable law.

1. 14-Day Return Period

If you are not satisfied with an eligible purchase, you may request a return within 14 days of the date the order was delivered.

To request a return, contact:

info@dearlydesire.com

Your request must include your order number and the reason for the return.

A return is not authorized until Dearly Desire provides return instructions and, when required, a Return Merchandise Authorization (RMA) number.

Do not send a product back without first receiving return authorization.

The issuance of an RMA does not guarantee that a refund will be issued. All returned merchandise is subject to inspection and must meet the requirements of this policy.

2. Eligible Returns

Unless otherwise stated in this policy, an eligible product must be:

  • Returned within 14 days of delivery;

  • Unused;

  • Unopened;

  • In its original, undamaged packaging;

  • In resalable condition;

  • Complete with all original components, accessories, manuals, inserts, and paperwork; and

  • Free from damage, wear, odors, stains, or signs of use.

Products that do not satisfy these requirements may be refused, subject to a restocking fee, or receive a reduced refund where permitted by applicable law.

3. Intimate and Personal-Use Products

Because of hygiene, health, and safety considerations, opened, used, worn, or unsealed intimate products may not be returned or exchanged unless the product is defective, damaged during shipment, or another return right is required by applicable law.

This may include, but is not limited to:

  • Vibrators;

  • Massagers;

  • Personal stimulators;

  • Intimate accessories;

  • Sexual wellness devices;

  • Products intended for direct intimate contact;

  • Lingerie or wearable intimate products that have been worn;

  • Lubricants or other personal-use products that have been opened; and

  • Any product designated as non-returnable for hygiene reasons.

If a product is sealed in manufacturer packaging, the seal must remain intact for the product to qualify for a return based on change of mind or dissatisfaction.

Please do not return an intimate product that has been opened or used unless Dearly Desire specifically instructs you to do so in connection with a defective-product or warranty claim.

Nothing in this section limits rights that cannot legally be excluded.

4. Sealed Products

For products that are eligible for return, the original manufacturer packaging and any tamper-evident or hygiene seal must remain intact.

Opening, removing, breaking, cutting, or otherwise disturbing packaging or seals may make a product ineligible for return where permitted by applicable law.

5. Restocking Fees

Approved returns may be subject to a 15%–50% non-negotiable restocking fee, depending on the product and its condition.

The applicable restocking fee may be based on:

  • Product category;

  • Condition of the returned merchandise;

  • Condition of the original packaging;

  • Whether the product can be resold;

  • Manufacturer or supplier return requirements;

  • Special handling requirements; and

  • Other reasonable costs associated with processing the return.

The applicable restocking fee will be communicated when your return is reviewed.

Products that are not eligible for return under this policy will not become eligible merely by paying a restocking fee.

6. Return Shipping Costs

Unless a return is necessary because Dearly Desire sent the wrong product, the product arrived damaged, or the product is otherwise determined to be defective or incorrectly supplied by us, the customer is responsible for return shipping costs.

Return shipping costs are not refundable unless required by applicable law or otherwise expressly approved by Dearly Desire.

We recommend using a trackable shipping service and purchasing appropriate shipping insurance.

Dearly Desire is not responsible for merchandise lost or damaged while being returned to us when the customer arranged the return shipment.

7. Original Shipping Charges

Unless required by applicable law or otherwise stated by Dearly Desire, the original shipping charge is not refundable for a customer-requested return.

If an order qualified for free shipping, Dearly Desire may deduct the actual shipping cost we incurred from the refund, where permitted by applicable law.

If a customer refuses delivery and the shipment is returned to Dearly Desire, shipping and return-to-sender charges may be deducted from any applicable refund where permitted by law.

8. Packaging Your Return

When returning an approved item:

  1. Use the original product packaging whenever possible.

  2. Place the product inside an appropriate outer shipping carton.

  3. Do not place shipping labels or tape directly on the manufacturer's retail packaging when doing so would damage or deface it.

  4. Include the order number or other return documentation requested by Dearly Desire.

  5. Use the RMA number provided by Dearly Desire when instructed.

  6. Ship the return using a trackable service.

  7. Retain your tracking information until the return has been processed.

Products returned without authorization may be refused or returned to the sender.

9. Inspection of Returns

All returned products are inspected after receipt.

We will evaluate:

  • Product condition;

  • Packaging condition;

  • Whether the product was opened or used;

  • Whether all components are included;

  • Whether the return was received within the applicable return period; and

  • Whether the product satisfies the requirements of this policy.

An approved return does not guarantee a full refund.

A return may be rejected or subject to a restocking fee when the product does not meet the requirements of this policy, except where applicable law requires otherwise.

10. Refunds

Once an approved return has been received and inspected, we will determine the applicable refund.

Unless otherwise stated, refunds are issued to the original payment method.

The amount refunded may be reduced by applicable:

  • Restocking fees;

  • Non-refundable shipping charges;

  • Return-to-sender costs;

  • Other charges permitted under this policy and applicable law.

Refund processing times may vary depending on your payment provider or financial institution.

Dearly Desire does not control the time required for a bank, credit-card company, payment processor, or other financial institution to post a refund.

11. Store Credit

Where expressly offered, Dearly Desire may provide store credit instead of a monetary refund.

For certain promotional, discounted, clearance, closeout, or as-is products, an approved return may be eligible for store credit only, where permitted by applicable law and where the applicable product listing or offer disclosed those terms before purchase.

Store credit is not redeemable for cash except where required by applicable law.

12. Replacements

In certain circumstances, Dearly Desire may offer a replacement instead of a refund.

Replacement availability depends on:

  • Product availability;

  • Product condition;

  • Manufacturer availability;

  • The reason for the return; and

  • Applicable warranty or claims procedures.

A replacement may be the appropriate resolution for an incorrect, damaged, or defective product.

13. Damaged Products

If your order arrives damaged, please contact us as soon as reasonably possible.

Please provide:

  • Order number;

  • Photographs of the shipping box;

  • Photographs of the shipping label;

  • Photographs of the damaged product;

  • Photographs of the internal packaging; and

  • A description of the damage.

Please retain the original packaging until the claim has been resolved.

Do not use a product that appears damaged or unsafe.

We may require photographs, additional information, or return of the merchandise before approving a replacement or refund.

14. Incorrect or Missing Products

If you receive the wrong product, a missing product, or an item that materially differs from your order, contact us at info@dearlydesire.com.

We will investigate the issue and, when appropriate, provide a replacement, refund, or other resolution.

15. Defective Products

If you believe a product is defective, contact us before returning or disposing of the product.

Some products may be covered by a manufacturer's warranty.

Where applicable, Dearly Desire may refer a warranty claim to the manufacturer or distributor.

A manufacturer's warranty is separate from Dearly Desire's voluntary return policy, and warranty coverage is determined according to the applicable manufacturer's warranty terms.

We may request photographs, serial numbers, product information, or other documentation to evaluate a suspected defect.

16. Non-Returnable and Final Sale Products

The following products may be designated as Final Sale, Non-Returnable, or Non-Refundable when clearly identified as such before purchase:

  • Opened or used intimate products;

  • Products with broken hygiene or tamper-evident seals;

  • Personalized products;

  • Custom products;

  • Made-to-order products;

  • Products specifically procured for an individual customer;

  • Replacement or service parts;

  • Clearance products;

  • Closeout products;

  • Liquidation products;

  • Showroom or display products;

  • Open-box products;

  • Products sold as-is;

  • Discontinued products;

  • Certain special-order products; and

  • Other products specifically identified as non-returnable before purchase.

For products identified as Final Sale, returns or cancellations due solely to change of mind, buyer's remorse, incorrect ordering, incorrect measurements, compatibility issues, preference, or other customer-requested reasons will generally not be accepted, except where required by applicable law or where the product is defective, damaged, or incorrectly supplied.

17. Special Orders and Custom Products

Special-order, custom, made-to-order, configured, personalized, or non-stock products may be non-returnable once an order has been submitted to the applicable manufacturer, supplier, distributor, or fulfillment partner.

This may include products that are:

  • Custom-sized;

  • Custom-finished;

  • Personalized;

  • Specially configured;

  • Specially sourced;

  • Manufactured specifically for an order;

  • Ordered specifically at a customer's request;

  • Not regularly stocked by Dearly Desire; or

  • Otherwise identified as a special-order or custom product.

Where applicable, the product listing or checkout process will identify these restrictions before purchase.

Once a qualifying special-order or custom product has entered processing, cancellation may no longer be available.

18. Buyer Responsibility

Customers are responsible for reviewing product information before purchasing.

This includes, where applicable:

  • Product dimensions;

  • Specifications;

  • Materials;

  • Compatibility;

  • Color;

  • Finish;

  • Size;

  • Quantity;

  • Intended use;

  • Manufacturer requirements;

  • Installation requirements; and

  • Other information reasonably necessary to determine whether a product is appropriate for the customer's intended use.

Returns will generally not be accepted solely because a customer:

  • Changed their mind;

  • Ordered the wrong product;

  • Ordered the wrong size;

  • Ordered the wrong quantity;

  • Ordered the wrong color or finish;

  • Did not verify compatibility;

  • Did not verify dimensions;

  • Changed their project;

  • Cancelled a project;

  • No longer needs the product;

  • Experienced project delays;

  • Experienced contractor or installer issues; or

  • Simply prefers a different product.

These limitations do not apply where applicable law provides a return, cancellation, warranty, or other remedy.

19. Refused Deliveries

Refusing delivery does not automatically cancel an order or create a right to a refund.

If a refused shipment is returned to Dearly Desire, the order will be handled according to this policy.

Shipping and return-to-sender charges may be deducted from an applicable refund where permitted by law.

20. Exchanges

We may offer exchanges for eligible products at our discretion.

Because many Dearly Desire products are personal-use or intimate products, exchanges may be unavailable for products that have been opened, used, worn, or removed from sealed packaging.

If you need a different product, we may require you to return the original eligible product and place a new order.

21. Cancellations

If you wish to cancel an order, contact us as soon as possible at:

info@dearlydesire.com

We will make reasonable efforts to accommodate cancellation requests before processing begins.

Once an order has been processed, submitted to a supplier, or shipped, cancellation may no longer be possible.

Special-order, custom, made-to-order, and other final-sale products may become non-cancellable once processing begins.

Nothing in this section limits any cancellation right required by applicable law.

22. Chargebacks and Payment Disputes

Before initiating a payment dispute or chargeback, we ask that you contact us so that we have an opportunity to resolve the issue.

Nothing in this section prevents you from exercising any rights provided by your card issuer, payment provider, or applicable law.

Unauthorized or fraudulent transactions may be investigated and reported to the applicable payment provider or other appropriate party.

23. Return Fraud and Abuse

Dearly Desire reserves the right to investigate suspected return fraud, abuse, or misuse of this policy.

This may include repeated returns, false damage claims, fraudulent tracking information, returning different merchandise, returning used merchandise as new, or other conduct that appears dishonest or abusive.

Where permitted by law, we may refuse future transactions or returns associated with suspected fraud or abuse.

24. Refund Timing

After an approved return has been inspected, refunds will generally be submitted to the original payment method within a reasonable processing period.

Your bank, credit-card company, payment processor, or other financial institution may require additional time to post the refund.

If you do not see an expected refund after the applicable processing period, contact your payment provider first and then contact us if necessary.

25. Exceptions Required by Law

Nothing in this Return and Refund Policy is intended to waive, restrict, or eliminate any consumer right, warranty, refund right, cancellation right, or other protection that cannot legally be waived.

Where applicable law provides a customer with greater rights than those described in this policy, the applicable law will control.

26. Changes to This Policy

We may update this Return and Refund Policy from time to time.

The most current version will be posted on this page with the applicable “Last updated” date.

Changes generally apply to purchases made after the updated policy becomes effective, unless otherwise required by law.

27. Contact Us

To request a return, replacement, refund, or cancellation, contact:

Dearly Desire

Email: info@dearlydesire.com

Please include your order number and a description of the issue.

Do not ship a return until you have received return instructions from Dearly Desire.