Returns & Exchanges Policy

Due to the nature of the products we sell and the hygiene and safety standards involved, all returns and exchanges are subject to approval. Please read this policy carefully before placing your order.

How to Request a Return or Exchange

1. Email info@discreetlife.ca to request a return or exchange.
2. Include your order number, the item(s) concerned, and the reason for your request.
3. If approved, we will provide return instructions.

Important: Items returned without prior authorization will not be accepted.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

• Claims must be submitted within 7 days of delivery.
• Please retain all original packaging, as it may be required to file a carrier claim or validate the issue.
• Photos and a description of the issue may be required.

Depending on availability and approval, resolutions may include:

• Replacement of the same item (when available)
• Store credit
• Refund (only when replacement or store credit is not possible)

Non-Returnable Items (Final Sale)

For health, safety, and hygiene reasons, the following items are final sale and cannot be returned or exchanged:

• Used or opened products
• Items with damaged or opened packaging
• Lingerie, clothing, latex accessories, or costumes
• Testers or display models
• Items missing original components or accessories
• Products not in the manufacturer’s original packaging
• Items with expiration dates (including lubricants, topicals, contraceptives, and edible items)
• Sale items and gift cards

Order Cancellations

Orders may be canceled within 15 minutes of purchase, provided the order has not entered processing.

• A 5% cancellation and handling fee applies to approved cancellations.
• Orders that have entered processing or shipment cannot be canceled.

Refunds (If Approved)

• Refunds are issued to the original payment method.
• Please allow 5–10 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 info@discreetlife.ca.

Return Shipping Costs

Customers are responsible for return shipping costs for all approved returns and exchanges.

Original shipping fees are non-refundable.

In cases of a confirmed shipping error (such as receiving the wrong item), Discreet Life will provide return instructions. Depending on the situation, this may include:

• A prepaid return label, or
• Issuing a replacement or store credit without requiring the incorrect item to be returned

The resolution method is determined on a case-by-case basis and depends on item type, condition, and return feasibility.

Exchanges & Store Credit

When applicable, we recommend an exchange or store credit as the fastest resolution.

• Store credit does not expire.
• Store credit may be applied to any eligible item on our store.

Important Notes

• All return and exchange requests are subject to approval and must meet the conditions outlined above.
• We reserve the right to refuse returns that do not meet policy requirements.
• This policy is designed to support hygiene standards and align with supplier and carrier requirements.

Returns & Refunds – Frequently Asked Questions

Can I return an adult or intimate product?

Due to health and safety reasons, most intimate products are final sale. Used items, opened packaging, lingerie, lubricants, and products with expiration dates are not eligible for return.

Who pays for return shipping?

Customers are responsible for return shipping costs. Shipping fees are non-refundable. Prepaid return labels are not provided unless an error occurred on our part.

What if I received the wrong item or a defective product?

If you received an incorrect or defective item, please contact us within 10 days of delivery. In confirmed cases of our error, we will resolve the issue without requiring you to pay return shipping.

How do refunds work?

Approved refunds are issued to the original payment method. Please allow 5 to 10 business days for processing, depending on your payment provider.

Can I cancel my order?

Orders may be canceled shortly after purchase if they have not yet been processed. Approved cancellations are subject to a handling fee to cover processing costs.