HELP WHEN SOMETHING IS NOT RIGHT
If your order arrives faulty, damaged or not what you ordered, tell us within 30 days of receiving it and we will put it right with a replacement or a refund, at no cost to you. Your legal consumer rights apply in addition, including after 30 days.
Last updated 9 November 2026
KNOW THE DIFFERENCE
The product is faulty, unsafe, damaged in transit, different from its description, or not what you ordered.
Contact us within 30 days of receiving it. Once we have verified the problem, we send a replacement or give you a refund, and we cover any return shipping. Opening or using the product does not affect this.
Because these are intimate products, we do not offer change-of-mind returns beyond what the law requires.
If you live in the UK or the EU, you have a legal right to cancel most online orders within 14 days. This does not apply to items supplied sealed for hygiene reasons once you have unsealed them. See Cancelling under UK and EU law below.
PRIVATE AND SIMPLE
Always contact Discreet Vibes. You never need to deal with the manufacturer or the carrier yourself.
If the product seems faulty, unsafe or damaged, stop using and charging it.
Use the Contact page and choose “Return or warranty”. Thirty days run from the day you received your order.
Include your order number, the product, and a short description of the problem and when it started.
We may ask for a photo, or a short video of the product itself showing the fault, for example that it will not switch on or charge.
Once we have verified the problem, we send a replacement or refund you. If we need the product back, we tell you how and we pay for the return.
WHAT WE DO
The product does not work properly, for example a motor, control, charging or battery fault, or a manufacturing defect. We send a replacement or refund you.
Photograph the parcel and the product and contact us. We send a replacement or refund you, and deal with the carrier ourselves.
Stop using and charging it straight away and contact us. Do not post a product with a swollen, leaking or overheating battery. We will tell you how to dispose of it safely.
Keep it unused in its packaging and contact us. We send the item you ordered or refund you, and cover any return.
HYGIENE-SENSITIVE PRODUCTS
WHO PAYS
UK AND EU CUSTOMERS
If you are a consumer with a delivery address in the United Kingdom or the European Union, you can cancel your order without giving a reason within 14 days of the day you, or someone you nominate, receive the goods.
AFTER APPROVAL
Refunds go back to your original payment method (card, Apple Pay, Google Pay or Link), in the currency you paid. We issue approved refunds promptly, and always within any time limit set by law.
After we issue a refund, your bank or card provider usually takes 5–10 business days to show it. If your card is in a different currency, your bank’s exchange rate may make the amount differ slightly.
BEFORE DISPATCH
Paid orders are sent to our warehouse quickly, so contact us as soon as possible. If your order has not yet started being packed, we cancel it and refund you in full.
If it is already being packed or has been dispatched, we may not be able to stop it. Your rights described on this page then apply, including the 14-day cancellation right for UK and EU customers.
YOUR RIGHTS
Our 30-day quality promise is in addition to your legal rights, not instead of them.
Depending on where you live, the law may give you rights for faulty or misdescribed goods that last longer than 30 days. If a problem appears after 30 days, contact us anyway and we will deal with it according to your legal rights. Hong Kong law also governs our obligations as a Hong Kong business.
BY DESTINATION
| Delivery destination | Legal protections that may apply (summary) |
|---|---|
| Australia | Consumer guarantees under the Australian Consumer Law. For a major failure you can choose a refund or replacement; for a minor failure we can choose to repair, replace or refund. These guarantees are not limited to 30 days. |
| New Zealand | Guarantees under the Consumer Guarantees Act 1993, including acceptable quality and matching the description. Remedies depend on whether the failure is substantial. These are not limited to 30 days. |
| United Kingdom | Under the Consumer Rights Act 2015, goods must be of satisfactory quality and as described. You can reject faulty goods for a full refund within 30 days of delivery, and have further rights to repair, replacement or a refund after that. You can also cancel most online orders within 14 days (see Cancelling under UK and EU law). |
| European Union | A legal guarantee of conformity of at least two years from delivery under EU consumer law, giving rights to repair or replacement and, in some cases, a price reduction or refund. You can also withdraw from most online orders within 14 days (see Cancelling under UK and EU law). |
| United States | Implied warranties under the law of your state, such as merchantability, may apply in addition to our 30-day quality promise. |
| Japan | Your rights under Japanese law for goods that are defective or do not conform to the contract apply in addition to our 30-day quality promise. |
This is a short summary, not legal advice. Which law applies depends on where you live and the circumstances of your purchase. Nothing in our policies excludes, restricts or replaces rights that the law says cannot be excluded.
CLEAR ANSWERS
We do not offer change-of-mind returns beyond what the law requires. UK and EU customers can cancel within 14 days, except for hygiene-sealed items that have been unsealed.
Not for a change of mind. If an opened or used product is faulty, unsafe, damaged or not what you ordered, you are still covered.
Our quality promise covers problems reported within 30 days of receiving your order. Your legal rights can last longer, so contact us even after 30 days.
Your order number and a description of the problem. We may ask for a photo, or a short video of the product itself. We never ask for intimate images.
For faulty, damaged, unsafe or incorrect items, we do. For UK or EU cancellations of unopened items, you pay the cost of sending them back.
Keep it if you can, because it helps with any return. It is not required for a claim about a faulty product.
We issue approved refunds promptly to your original payment method. Banks usually take 5–10 business days to show them.
Send us a private message with the order number if you have it, and we will help.
Contact us first and we will give you the right return address. Please do not post items to our Hong Kong office address.
PRIVATE SUPPORT
Send us a private message and we will guide you. Please wait for instructions before sending anything back.