Return and Refund Policy

Return & Refund Policy

At HerEmpire, customer satisfaction, privacy, and product safety are our top priorities. We stand behind every authentic product we carry with clear return eligibility for unopened items, rapid replacement support for transit or defect issues, and full manufacturer warranty backing on branded devices.

14-Day Unopened & Factory-Sealed Returns

Changed your mind or ordered the wrong item? We accept returns within 14 days of delivery for eligible products that meet all of the following conditions:

• The product is 100% unopened, unused, and in its original factory-sealed packaging with all tamper seals intact
• All original accessories, manuals, and promotional items are included
• You contact care@herempire.ca within 14 days of delivery to receive a Return Merchandise Authorization (RMA)

Damaged, Defective, or Incorrect Items & Manufacturer Warranties

If your item arrives damaged, defective out of the box, or differs from what you ordered, please contact our support team at care@herempire.ca within 15 days of delivery for a priority replacement or full refund at no cost to you.

Additionally, premium branded devices (including We-Vibe, Womanizer, Lovense, LELO, Svakom, and Satisfyer) include the official 1- to 2-year manufacturer warranty. We are happy to provide proof-of-purchase documentation or assist you with any warranty claim.

Information Required for Defective or Damaged Claims

To help us process your replacement or refund quickly, please provide:

• Order number
• Clear photo or short video showing the issue or defect
• Photo of the shipping box if the parcel arrived damaged in transit
• Brief description of the issue

Resolution Options

Once your claim is verified, you may choose from:

• Free replacement product shipped discreetly
• Full refund to your original payment method
• Instant store credit

Opened Intimate Products (Hygiene & Safety Protection)

For customer health, hygiene, and safety reasons, intimate wellness products, lingerie, and personal care consumables cannot be returned once the factory hygiene seal is broken or the package has been opened (unless the item arrived damaged or defective). This strict hygiene standard guarantees that every item shipped by HerEmpire is 100% brand new and factory sealed.

Items Non-Returnable Once Opened or Unsealed

• Vibrators, stimulators, dildos, strokers, masturbators, and anal toys
• Lingerie, underwear, hosiery, and intimate apparel
• Lubricants, massage oils, toy cleaners, and consumable wellness items
• Clearance items marked Final Sale (unless defective upon arrival)

Order Cancellations

Because orders enter discreet fulfillment quickly, please email care@herempire.ca as soon as possible if you need to cancel or modify an order before it ships. If an order has already shipped, you may still return it unopened within 14 days of delivery under our Unopened Return Policy above.

How to Initiate a Return

1. Email care@herempire.ca with your order number and let us know whether the item is unopened or arrived damaged/defective.
2. Our Canadian support team will reply within 1 business day with your return authorization and instructions.
3. Please do not mail items back without a return authorization number so we can properly track and credit your return.

Contact Us

If you have any questions about returns, replacements, or warranty coverage, our team is here to help.

Customer Support: care@herempire.caGeneral Inquiries: info@herempire.ca

Last Updated: October 2026