Returns and Refunds Policy at New Desires

We want you to be happy with your purchases, so we offer a 30 day refund or exchange policy for all unopened and unused items.

Most small to medium size items (weighing less than 2 kilos) can be returned via Royal Mail ‘signed for’ but please be sure you pack your item(s) carefully and safely before returning to us. We recommend that you obtain a free ‘proof of postage’ when you send your return, just in case it gets lost or damaged in transit or there is any issue with us receiving it back at New Desires. Please keep the ‘proof of postage’ until we have processed your refund or replacement.

If an item is too large or too haevy to be sent using Royal Mail, then you may need to find a courier company that will ship it for you. We can help you with this if necessary – just drop us an email to help@newdesires.co.uk and we will advise a courier for you to use.

Please note that we are unable to refund the cost of postage / shipping if you have simply changed your mind or you ordered the wrong item.

International Customers: Please note that we are not able to refund the cost of your delivery UNLESS the item is faulty. If you need clarification then please contact us at help@newdesires.co.uk before returning any item.

To keep things clear, please read all the notes below. If you need any further information just contact us at help@newdesires.co.uk. Please note that we do not cover any damage or faults which are caused by normal wear and tear, accident, neglect or misuse.

When Returning An Order:

Firstly, please advise us that you wish to return an item and give the reason for the return. This should be done preferably by using our Contact Us form. You should include the order number and date of purchase and any other relevant information.

Unused Items: Please make sure that your item is unopened, unused and undamaged. All wrapping, packaging material and/or leaflets and instructions must be intact. Remember to detail whether you would like a refund or an exchange. Your request will be handled and processed as soon as possible and you will be notified when we receive the returned parcel.

Faulty Items: If your item is faulty, please make sure that you clearly detail the issues you are having. Unless the fault is very clear you may wish to call us or email us beforehand to discuss the perceived problem because some items may have instructions on how to use them which you may not have followed correctly.

You MUST return any instruction manuals / cards, leaflets and packaging with your order (even if it is faulty) as we may not be able to process your replacement / refund without this information.

If you have used the item (except for sex dolls and sex toys – see later section), please make sure that it has been thoroughly cleaned as photographs will be taken of all faulty items when we receive them to help with processing. If we find that the item is not in a faulty condition this will be returned to you at your expense.

When ordering lingerie or any type of underwear you are of course able to try on for size but please wear your own underwear underneath as we will not be able to accept soiled or damaged items of this type for a refund or exchange. Don’t forget to retain the original packaging and any tags, otherwise we will not be able to accept your return.

As soon as we have received your returned parcel back correctly, we will process your choice of a refund or a replacement (if in stock) as soon as possible. This will be done as soon as possible, but in any event, should not be more than 30 days. If you would like to check the status of your returned parcel, please contact sales@newdesires.co.uk with your order number. Once submitted, refunds could take up to 5 working days before they appear in your account, depending on your bank or credit card company.

If you have any further questions or would like assistance, please contact us at help@newdesires.co.uk and we will be happy to help you further.

This returns policy does not affect your statutory rights.

Sex Dolls and Sex Toys

A 20% restocking fee will be applied for any returned doll or toy. If it has been used in any way or cannot be repackaged, a refund will not be given. The item must be returned free of damage, marks or tears, and in the original packaging with all accessories and be in resalable condition.

If a fault is reported on a sex doll or toy that has been used, we will investigate the evidence provided and reserve the right to offer a replacement instead of a refund. If it is not in stock, the replacement item will be ordered from the manufacturer and we will advise an approximate date when it will be ready to dispatch to you. This can sometimes be several weeks.

Sex Dolls and Toys will not be replaced for tears, marks or any cosmetic damage that may have been caused during their use.  You are liable for the cost of returning the item to us. In the event of a cancellation OR return, the postage costs may be claimed back from any monies paid by yourself.