Because pleasure products are intimate items, shipped products are final sale for hygiene reasons. If something arrives damaged, defective, non-functional or incorrect, we will make it right.
Final sale on intimate products
For the health and safety of every customer, we cannot accept returns or exchanges of intimate products once they have shipped, whether or not the packaging has been opened. Please read product pages carefully and use the quiz or contact us before ordering if you are unsure.
Damaged, defective, incorrect or non-functional items
If your order arrives damaged, does not work, is missing something or is not what you ordered, contact us within seven (7) days of delivery.
- Email us through the contact page with your order number
- Include a short description and, where possible, a photo or video of the issue
- Do not dispose of the product or packaging until we have replied
- We will arrange a replacement, repair or refund at our discretion
One-year warranty
Every Esmerelda toy is covered by a one-year warranty against manufacturing defects from the date of delivery. The warranty does not cover normal wear, misuse, damage from incompatible lubricants or cleaners, or water damage to products that are not rated waterproof.
Refunds
Approved refunds are issued to the original payment method within 5 to 10 business days of approval. Shipping charges are refunded when the return is due to our error or a defective product.
Cancellations
Orders can be cancelled free of charge until they are handed to the carrier. Once shipped, the final sale policy applies.
Lubes, oils and consumables
Consumable products are also final sale once shipped. Leaking or damaged consumables are handled under the damaged-item process above.
Local stockists
Products bought from one of our retail partners are subject to that retailer’s return policy. Warranty claims for Esmerelda products bought in store can still be made directly with us with proof of purchase.