At Discreet Life, customer satisfaction matters to us. Because we sell intimate wellness products, all returns, exchanges, replacements, and refunds must follow strict hygiene and safety standards.
Please review this policy before placing your order. All return and exchange requests are subject to approval.
Return Eligibility
Discreet Life accepts return requests within 30 days of delivery for eligible items that are:
- Unopened
- Unused
- In their original sealed manufacturer packaging
- Complete with all original components, accessories, manuals, and packaging
For hygiene and safety reasons, intimate products that have been opened, used, unsealed, or removed from their original packaging cannot be returned or exchanged.
Final Sale Items
The following items are final sale and cannot be returned or exchanged:
- Used or opened products
- Products with damaged, opened, or missing packaging
- Lingerie, clothing, latex accessories, costumes, and wearable intimate items
- Lubricants, topicals, contraceptives, edible items, and any product with an expiration date
- Testers or display models
- Items missing original components, manuals, chargers, accessories, or packaging
- Products not in the manufacturer’s original packaging
- Sale items
- Gift cards
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery at info@discreetlife.ca.
Please include:
- Your order number
- The item affected
- A clear description of the issue
- Photos or videos showing the problem, when applicable
- Photos of the packaging, if the package arrived damaged
Please keep all original packaging, as it may be required to validate the issue or file a carrier claim.
Depending on the situation, product availability, and approval, resolutions are generally handled in the following order:
- Replacement of the same item, when available
- Store credit
- Refund, when replacement or store credit is not possible
The final resolution will depend on the item type, product availability, supplier approval, and the details of the issue.
How to Request a Return or Exchange
To request a return or exchange, email info@discreetlife.ca before sending anything back.
Please include:
- Your order number
- The item you would like to return or exchange
- The reason for your request
If your request is approved, we will provide return instructions by email.
Important: Items returned without prior authorization will not be accepted.
Return Shipping Costs
Approved returns must be mailed back according to the return instructions provided.
Customers are responsible for return shipping costs for approved returns and exchanges unless the return is due to a confirmed Discreet Life shipping error, defective item, or incorrect item.
Original shipping fees are non-refundable.
For confirmed shipping errors, defective items, or incorrect items, Discreet Life will provide next-step instructions. Depending on the situation, this may include:
- A prepaid return label
- A replacement
- Store credit
- A resolution without requiring the incorrect item to be returned
The resolution method is determined case by case and depends on the item type, condition, hygiene requirements, supplier requirements, and return feasibility.
Refunds
Approved refunds are issued to the original payment method.
Please allow 5 to 10 business days for the refund to appear, depending on your bank or payment provider.
Original shipping fees are non-refundable.
If you have not received your refund after 15 business days, please contact us at info@discreetlife.ca.
Exchanges & Store Credit
When applicable, an exchange or store credit may be offered as a faster resolution.
Store credit:
- Does not expire
- Can be used toward any eligible item on our store
- Is issued once approved according to the details of the case
Order Cancellations
Orders may be cancelled within 15 minutes of purchase, provided the order has not entered processing.
Approved cancellations are subject to a 5% cancellation and handling fee.
Orders that have entered processing or shipment cannot be cancelled.
Important Notes
- All returns, exchanges, replacements, store credits, and refunds are subject to approval.
- Discreet Life reserves the right to refuse any return or exchange that does not meet the conditions outlined in this policy.
- This policy is designed to protect customer safety, maintain hygiene standards, and align with supplier, manufacturer, and carrier requirements.
Returns & Refunds FAQ
Can I return an adult or intimate product?
Most intimate products are final sale once opened, used, unsealed, or removed from the original manufacturer packaging. For hygiene and safety reasons, these items cannot be returned or exchanged.
Can I return an unopened product?
Eligible unopened and unused products in their original sealed manufacturer packaging may be submitted for return approval within 30 days of delivery.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to a confirmed Discreet Life shipping error, defective item, or incorrect item. Original shipping fees are non-refundable.
What should I do if I received the wrong item?
Please contact info@discreetlife.ca within 7 days of delivery with your order number, photos, and a description of the issue. Once confirmed, we will provide the next steps.
What should I do if my item is defective?
Please contact us within 7 days of delivery with your order number, photos or videos of the issue, and a description of what happened. Depending on the situation, product availability, and approval, resolutions are generally handled in this order: replacement of the same item when available, store credit, or refund when replacement or store credit is not possible.
How long does a refund take?
Approved refunds are issued to the original payment method. Please allow 5 to 10 business days for the refund to appear, depending on your bank or payment provider.
Can I cancel my order?
Orders may be cancelled within 15 minutes of purchase if they have not entered processing. Approved cancellations are subject to a 5% cancellation and handling fee.