Refund policy

Returns & Refunds Policy

At Pure Desires, we want you to feel confident when shopping with us. Due to the intimate and personal nature of many of our products, there are some restrictions on returns for hygiene and safety reasons.

Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law (ACL).

Faulty, Damaged or Incorrect Items

If your order arrives damaged, you receive the incorrect item, or you believe a product is faulty, please contact Pure Desires as soon as possible so we can help make things right.

Please provide your order number, a description of the issue and, where appropriate, photos or video showing the fault or damage. We may ask for additional information to help us assess the issue.

Where an item can reasonably be returned by post, you may be required to return the product for assessment.

Depending on the circumstances and your rights under Australian Consumer Law, an eligible faulty, damaged or incorrectly supplied product may be replaced, refunded or otherwise remedied.

Where a replacement is appropriate, we will provide one subject to stock availability. If a replacement cannot be supplied, or the product has a major problem under Australian Consumer Law, you may be entitled to a refund or another remedy available under the ACL.

Approved refunds will generally be returned to the original payment method used for your order.

Change of Mind

Due to health, hygiene and safety considerations, Pure Desires does not accept change-of-mind returns for intimate products once their packaging, seal or hygiene protection has been opened, removed or tampered with.

If you have changed your mind and the item is unused, unopened and in its original sealed packaging, please contact us before returning it. Do not send a product back without first contacting Pure Desires.

Change-of-mind returns are not guaranteed and are subject to approval.

Where a change-of-mind return is accepted, the customer is responsible for the cost of returning the item. Original delivery charges are not refundable unless required by law.

Products With an Expiry Date

If you receive a product that has been supplied with less than 90 days remaining before its expiry date, please contact us with your order number and a photo showing the expiry date so we can review the item.

This does not apply where the short expiry date was clearly disclosed before purchase.

Returning a Product

Please contact us before sending any item back. This allows us to confirm the return process and provide any instructions required.

Products being returned should include all applicable components, accessories and packaging where reasonably possible.

For hygiene and safety reasons, please ensure any used product being returned due to a fault has been thoroughly cleaned before being packaged for return.

Return Timeframes

If you believe a product is faulty, please contact us as soon as you become aware of the problem.

Some of our suppliers allow product claims for up to 12 months from purchase. However, the applicable remedy and timeframe will depend on the product, the nature of the issue and your rights under Australian Consumer Law.

The 12-month period does not replace or limit your rights under the Australian Consumer Law. Consumer guarantees may continue to apply beyond a stated warranty or supplier claim period depending on the circumstances.