Returns & exchanges

We sell intimate products, so our returns policy is built around a simple principle: hygiene first, honesty throughout.

Opened items. Once the seal is broken, an intimate product can't be restocked or resold — by us or anyone reputable. We can't accept returns on opened devices, lubricants, candles, or accessories. This isn't small print; it's the standard that protects every customer, including you.

Unopened items. Changed your mind? Sealed, unopened products in original packaging can be returned within 30 days of delivery for a full refund. Contact us first — don't ship anything back without a return authorisation, or we won't be able to process it.

Faulty items. If something arrives damaged or stops working, we'll make it right. Every device we stock carries a genuine manufacturer warranty — three years on Dame, one year on LELO with a ten-year quality guarantee behind it. Within the first 30 days, deal with us directly and we'll replace it. After that, we'll connect you with the manufacturer and stay involved until it's resolved.

Wrong item. If we sent the wrong thing, that's ours to fix — replacement shipped at no cost, no return required unless we ask.

Refunds land on your original payment method within 5–10 business days of approval. To start anything above: hello@imperiabrand.com.