Returns Policy
Returns At Purple Secrets – Made Easy
At Purple Secrets, 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. Plus, if your used item breaks or becomes faulty within 1 year of your purchase you may return it to us completely free for a refund* or replacement.
*(Refund can only be issued for 3 months from purchase, after which only a replacement is offered).
Simply fill in the Returns Form and package all your items safely. We will then email your returns slip and postage label to you. We highly recommend obtaining a free proof of postage – hold on to this until you get your refund.
Please Note: We are unable to refund the cost of postage if you do not use the free returns postal service or if the item is unwanted.
Information On Returning An Order:
Refund Time Frame: As soon as we have received your returned parcel back at our warehouse we will process your choice of a refund or a replacement as soon as possible. This will be within 30 days but in reality, will be much faster.
What You Need To Include With Your Return: The Product, all leaflets, cards, instruction manuals, packaging and the returns form as we may not be able to process your replacement without this information.
Unused Items: Please make sure that your item is unopened, unused and undamaged (unless it is faulty), plus all shrink wrapping, packaging 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 at our warehouse.
Used Items: 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.
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 our Customer Care team beforehand as some items may have remotes or battery compartments that have a trick to them!
Lingerie: You are of course able to try this 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 otherwise, we will not be able to accept your return.
Latex: Due to the delicate material, please take care when choosing your correct size and exercise caution when handling latex garments. Please retain the original packaging for faulty and unwanted products so we can accept your return. We cannot accept soiled items of this type for a refund or exchange. Please contact Customer Service to discuss the return of any latex items.
Large & Heavy Sex Dolls: A 20% restocking fee will be applied for any returned doll. If a doll has been used in any way or cannot be repackaged a refund will not be given. The doll must be returned free of marks or tears, in the original packaging with all accessories and be in resalable condition. If a fault is reported on a sex doll that has been used, we will investigate the evidence provided and reserve the right to offer a replacement, not a refund. If not in stock, the replacement doll will be ordered from the manufacturer and we will advise the date when it will be ready to dispatch to the customer, which may be several weeks.
Sex Dolls will not be replaced for tears or any cosmetic damage that may have been caused from use. Customers are liable for the cost of returning a doll to Purple Secrets. In the event of a cancellation or return, the postage costs may be claimed back from any monies paid by the customer.
International Customers: Please note that we are not able to refund the cost of your delivery UNLESS the item is faulty. If you need this clarified, please contact our Customer Care team before attempting to return the item.
This returns policy does not affect your statutory rights.