Returns & exchanges

We sell intimate products, so this policy is built around hygiene first.

Opened items. Once a seal is broken, an intimate product cannot be restocked or resold — by us or by anyone reputable. We are unable to accept returns on opened devices, lubricants, candles or accessories. This is not small print; it is the standard that protects every customer, including you.

Unopened items. Changed your mind? Sealed items in their original packaging can be returned within 30 days of delivery for a full refund. Write to us first — anything sent back without a return authorisation cannot be processed.

Faulty items. If something arrives damaged or stops working, we will make it right. Devices carry their manufacturer's warranty against faulty workmanship or materials — one year on LELO, three years on Dame. Within 30 days of delivery, deal with us directly and we will replace it. After that we coordinate the claim on your behalf and stay involved until it is resolved.

Wrong item. If we sent the wrong thing, that is ours to fix — a replacement at no cost, and no return unless we ask for one.

Refunds reach the original payment method within 5–10 business days of approval. Original shipping charges are refundable only where the item was faulty or incorrect.

To start any of the above: hello@imperiabrand.com.