Refund policy

Due to the intimate nature of the products we sell, hygiene and safety standards, and supplier return restrictions, all products sold by Discreet Life are final sale unless the item arrives damaged, defective, incorrect, or there is a confirmed misshipment/order issue.

Please read this policy carefully before placing your order. By purchasing from Discreet Life, you agree to the return, refund, replacement, exchange, cancellation, and shipping terms outlined below.

1. Final Sale Policy

Discreet Life does not accept returns or exchanges for:

• Change of mind
• Product preference
• Incorrect size selection
• Ordering the wrong item
• Duplicate orders
• No longer wanting the item
• Opened or used products
• Items that do not meet personal expectations but are not damaged, defective, or incorrect

Because our supplier does not accept returns or exchanges unless the item is damaged, defective, or incorrectly shipped, Discreet Life cannot approve regular returns or exchanges for eligible-looking products simply because they are unopened or unused.

Returns, refunds, replacements, exchanges, or store credit may only be considered when the item arrives:

• Damaged
• Defective
• Incorrect
• Missing from the order
• A confirmed misshipment
• A confirmed Discreet Life, supplier, or fulfillment error

All claims are subject to review and approval.

2. Starting a Claim

All damaged item, defective item, incorrect item, missing item, misshipment, or order issue claims must be submitted within 7 days of delivery.

Claims submitted after 7 days may not be approved.

To start a claim, please email:

info@discreetlife.ca

You may also fill out the Contact Form on our website.

Please include:

• Your order number
• The item you are contacting us about
• A clear description of the issue
• Clear photos of the product
• Clear photos of the product packaging
• Photos of the shipping box, if applicable
• A short video showing the issue

Please keep all original packaging, including the product box, inserts, seals, accessories, manuals, and shipping box. Packaging may be required to validate the issue, confirm a supplier claim, or file a carrier claim.

Do not send any item back before receiving approval and return instructions from Discreet Life.

Items returned without prior authorization will not be accepted. If an unauthorized return is received, the customer may be responsible for any shipping cost required to send the item back to them.

3. Damaged, Defective, Incorrect, or Misshipped Items

Please inspect your order immediately after delivery.

If your item arrives damaged, defective, incorrect, missing, or there is another issue with your order, you must contact Discreet Life within 7 days of delivery.

Claim Review Process

1. Customer contacts Discreet Life within 7 days of delivery.
2. Customer provides the order number, issue details, photos, and video if requested.
3. Customer keeps all original product packaging and shipping packaging.
4. Discreet Life reviews the claim.
5. If needed, Discreet Life may contact the supplier, fulfillment partner, or carrier for review.
6. If the issue is confirmed and approved, Discreet Life provides the appropriate resolution instructions.
7. Depending on the situation, the resolution may include replacement, store credit, refund, return instructions, a prepaid return label when applicable, or another approved case-by-case solution.

Approved resolutions will be resolved, in this order:

• Replacement of the same item, when available
• Correct item shipped, when an incorrect item was received
• Store credit
• Refund, when replacement or store credit is not possible
• Return instructions
• A prepaid return label, when applicable
• Another approved case-by-case resolution

The resolution method is determined on a case-by-case basis and may depend on the item type, condition, packaging, supplier requirements, carrier requirements, and product availability.

4. Regular Returns Are Not Accepted

Discreet Life does not accept regular return requests for change of mind, personal preference, size selection, or because the customer no longer wants the product.

Even if the product is unopened, unused, sealed, and in its original packaging, regular returns may not be approved unless the item is damaged, defective, incorrect, missing, or part of a confirmed misshipment/order issue.

This policy is based on:

• The intimate nature of the products we sell
• Hygiene and safety requirements
• Supplier return restrictions
• Product handling standards
• Customer safety

5. Regular Exchanges Are Not Accepted

Discreet Life does not accept regular exchange requests for change of mind, product preference, size selection, or because the customer would like a different item.

Exchanges or replacements may only be considered if the item received is damaged, defective, incorrect, missing, or part of a confirmed misshipment/order issue.

If an exchange or replacement is approved, Discreet Life will provide instructions. Please do not send anything back before receiving approval.

6. If a Return Is Required for an Approved Claim

In some approved cases, Discreet Life may require the product to be returned before a refund, replacement, store credit, or exchange is issued.

If a return is required:

1. Discreet Life will provide return instructions.
2. Customer must follow the return instructions exactly.
3. Customer must include all required packaging, accessories, manuals, seals, and components.
4. Discreet Life will inspect the returned item.
5. The final resolution will be confirmed after inspection.

If the returned item does not match the approved claim, is missing required packaging or components, or does not meet the return instructions provided, the claim may be denied.

If a claim is denied after inspection, the customer may be responsible for any additional shipping cost required to send the item back to them.

7. Order Cancellations

Orders may be canceled within 15 minutes of purchase only if the order has not entered processing, packing, fulfillment, or shipment.

A 5% cancellation and handling fee applies to approved cancellations.

Orders that have entered processing, packing, fulfillment, or shipment cannot be canceled.

8. Refund Processing

Approved refunds are issued to the original payment method unless another resolution is approved.

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.

The total shipping amount paid by Discreet Life, CA$20, may be deducted from the approved refund amount, including cases where the customer received free or discounted shipping at checkout.

If you have not received your refund after 15 business days, please contact:

info@discreetlife.ca

9. Store Credit

When applicable, Discreet Life may offer store credit as a resolution.

Store credit:

• Does not expire
• May be used toward eligible items on our store
• Cannot be exchanged for cash
• May be reduced by the total shipping cost paid by Discreet Life

10. Important Notes

All damaged item, defective item, incorrect item, misshipment, missing item, refund, replacement, exchange, and store credit requests are subject to approval.

All claims must be submitted within 7 days of delivery.

Discreet Life does not accept regular returns or exchanges for change of mind, product preference, size selection, or because the customer no longer wants the item.

Discreet Life reserves the right to refuse any refund, replacement, exchange, return, or store credit request that does not meet the requirements outlined in this policy.

This policy is designed to support hygiene standards, customer safety, supplier requirements, carrier requirements, and the nature of intimate wellness products.