Returns and refunds
Return and Refund Policy
Return & Refund Policy
At HerEmpire, customer satisfaction, privacy, and product safety are our top priorities. Due to the intimate nature of many products sold on HerEmpire.ca, certain items cannot be returned or exchanged once delivered.
Any product designed to come into contact with the body or bodily fluids is considered non-returnable and non-resalable, unless it arrives damaged, defective, or incorrect.
Return Eligibility
Most intimate wellness products sold by HerEmpire are considered personal-use items and are not eligible for return once shipped or delivered.
Returns may only be considered if the item:
- Arrived damaged
- Arrived defective
- Was incorrectly shipped
- Is missing components upon delivery
Non-Returnable Items
For health, hygiene, and safety reasons, the following products are strictly non-returnable and non-exchangeable.
Intimate Wellness Products
- Vibrators
- Dildos
- Strokers
- Sleeves
- Masturbators
- Anal toys
- Anal beads
- Butt plugs
- Prostate massagers
- Cock rings
- Cock sleeves
Personal Care & Hygiene Products
- Douche products
- Enema products
- Toy cleaners
- Hygiene accessories
Apparel & Wearables
- Lingerie
- Underwear
- Hosiery
- Men's intimate wear
Consumable Products
- Lubricants
- Massage oils
- Condoms
- Body paints
- Other consumable wellness products
Opened or Used Products
The following products are not eligible for return under any circumstances:
- Opened products
- Used products
- Unsealed products
- Customer-damaged products
- Altered products
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact our support team within 15 days of delivery.
Requests submitted after 15 days may not qualify for review, replacement, store credit, or refund.
Information Required for Review
To help us process your request as quickly as possible, please provide:
- Order number
- Clear photo or video of the damaged, defective, or incorrect item
- Photo of the packaging if the parcel arrived damaged
- Brief description of the issue
Resolution Options
Once your claim has been reviewed, HerEmpire may provide one of the following resolutions where applicable:
- Replacement product
- Store credit
- Partial refund
- Full refund
All resolutions are provided at the sole discretion of HerEmpire following review of the submitted information.
Refund Approval
All refund requests are subject to review and approval.
HerEmpire reserves the right to:
- Approve or deny any refund request
- Request additional information or evidence
- Refuse refunds that do not comply with this policy
Refund requests may be declined if:
- Required documentation is not provided
- The request falls outside the eligibility period
- The product is classified as non-returnable
Order Cancellations
Orders begin processing quickly to ensure fast shipping.
Cancellation Requests
Orders may not be cancellable once they have entered:
- Processing
- Packing
- Fulfillment
- Shipment preparation
If you need assistance with an order, please contact us immediately and we will review the available options.
Final Sale Items
The following categories are generally considered **final sale** unless they arrive damaged, defective, or incorrect:
- Clearance items
- Sale items
- Intimate wellness products
- Personal care products
- Consumable wellness products
No exceptions will be made for opened or used products.
Return Shipping
If a return is approved by HerEmpire, our support team will provide detailed return instructions.
Important Return Guidelines
- Do not ship products back without prior authorization.
- Unauthorized returns may be refused.
- Unauthorized returns may not qualify for a refund.
- Return instructions must be followed exactly as provided by our support team.
Contact Us
If you have questions regarding this Return & Refund Policy, our team is here to help.
Customer Support
Email: care@herempire.ca
General Inquiries
Email: info@herempire.ca
Policy Updates
HerEmpire reserves the right to update, modify, or revise this Return & Refund Policy at any time without prior notice.
Last Updated: September 2026