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You may return unopened, unused products within 14 days of delivery for a full refund. This is in accordance with the EU Consumer Rights Directive, which grants you a 14-day withdrawal period from the date of delivery without needing to provide a reason.
For hygiene reasons, we cannot accept returns on products that have been opened or used. This applies to all intimate products, in line with the exemption under EU Directive 2011/83/EU Article 16(e) for sealed goods which are not suitable for return due to health or hygiene reasons once unsealed.
If you receive a defective or damaged item, contact us within 48 hours. We’ll arrange a replacement or full refund at no cost to you.
Email hello@medusadesires.com with your order number. We’ll provide return instructions and a prepaid shipping label where applicable.
Refunds are processed within 5–10 business days after we receive the returned item. The refund will be issued to your original payment method.
If you believe a charge on your payment card was made in error or without your authorisation, you have the right to dispute the transaction directly with your card issuer (bank). This is known as a chargeback. We encourage you to contact us first at hello@medusadesires.com so we can resolve the issue promptly. If you have already been charged for an order you did not receive, a product that was materially different from its description, or a transaction you did not authorise, you may initiate a dispute through your bank. Chargebacks are governed by the rules of your card network (Visa, Mastercard) and your issuing bank’s policies.
You may cancel your order at any time before it has been dispatched by contacting us at hello@medusadesires.com. Once an order has been shipped, the standard return policy above applies.