Last Updated: October 20th, 2025
At Esmerelda ESO ES (13019241 Canada Inc.) (“Esmerelda Toys”, “we”, “us”, “our”), we are committed to providing our customers with high-quality, safe, and hygienic products. Please read our return and refund policy carefully before making a purchase.
1. Final Sale Policy
Due to the intimate nature of our products, all sales are final.
For health and safety reasons, we cannot accept returns or exchanges on any items once they have been shipped — even if unopened. This policy ensures the highest standards of hygiene and product integrity for all our customers.
2. Damaged or Defective Products
We understand that issues can occasionally occur. If your item arrives damaged, defective, or non-functional due to a manufacturing fault, you may be eligible for a replacement or full credit.
To qualify:
- You must contact our Customer Support Team within 7 days of delivery at hello@esoestoys.com.
- Include your order number, a clear description of the issue, and photos or video evidence showing the defect or damage.
- After reviewing your claim, our support team will provide instructions on how to return or dispose of the defective product safely.
If approved, you will receive:
- A replacement item, or
- A store credit for the value of the product.
3. Non-Returnable Items
For health and hygiene reasons, the following items are strictly non-returnable and non-refundable:
- All sex toys and adult products, whether used or unused
- Lubricants, oils, and gels
- Intimate apparel or accessories
- Any product that has been opened, unsealed, or handled
4. Incorrect Orders
If you receive the wrong item due to an error on our part, please contact us within 7 days of delivery. We will gladly correct the mistake and send you the correct product at no additional cost.
5. Lost or Missing Packages
If your package does not arrive within the estimated delivery timeframe, please contact us. We will assist in locating the shipment through our carriers. However, we are not responsible for packages that are lost or stolen after confirmed delivery.
6. Contact Us
For all return or replacement inquiries, please reach out to:
Email: hello@esoestoys.com
Subject Line: “Return Request – [Your Order Number]”
Our team will respond within 2–3 business days to assist you.