Hygiene comes first
These are intimate products. Once the seal on an item is broken, it cannot be resold or returned under any circumstances. This protects every customer, including you.
What you can return
- Sealed, unopened items — returnable within 7 days of delivery, in original packaging.
- Damaged on arrival — replaced free. Tell us within 48 hours of delivery.
- Wrong item sent — replaced free, and we pay the return shipping.
- Manufacturing defect — replaced free if reported within 7 days of delivery.
What you cannot return
- Any item whose seal or packaging has been opened
- Lubricants, cleaners and other consumables, opened or not
- Items damaged by misuse or by not following the care instructions
- Anything reported more than 7 days after delivery
How to raise a request
Message us on WhatsApp or email support@desirematrix.com with your order number and, for damage claims, a photo. We aim to respond within one working day.
Refund timelines
Approved refunds are issued to the original payment method within 5–7 working days of us receiving the returned item. For Cash on Delivery orders we refund by bank transfer to an account you nominate.
Cancellations
You can cancel any order before it is dispatched — message us within 6 hours of ordering and we will cancel and refund in full.
Last updated: 18 September 2026. This policy is a starting template and has not been reviewed by a lawyer. Have it checked against your actual operations before you take real orders.