Refunds & Returns Policy

Due to health and safety reasons, we cannot restock and resell returned items, therefore we can only accept returns for faulty or broken products.

Returns of Faulty, Damaged, Incorrect Item

There may be times when you will receive a faulty, damaged or incorrect item and need to return it. We will accept returns that are covered under the Consumers Guarantees Act or Fair Trade Act, such as if there is a manufacturing fault. Our Returns Policy is designed to assist you with your return. If you wish to return any item(s) you have purchased that are faulty, damaged, incorrectly described or the wrong item, you can return the item(s) after contacting customer service via email within 14 days from the date of delivery. The customer is responsible for the cost of an item's return, unless there was an error on our behalf. 

In the event that the same item is not available, we will issue you with a store credit to use towards purchasing a new item on the Sex Toys Erotica website. Postage fees paid will not be refunded.

Most problems with products are related to batteries, not a fault with the toys, so before returning an item, please ensure:

  • The batteries are inserted the right way.
  • The batteries have plenty of charges, preferably try a fresh set of heavy-duty batteries.
  • Rechargeable batteries often lack the charge required so it's best to avoid using these.
  • The plastic case around the batteries has not been removed.
  • The battery compartment is done up tight where applicable.
  • Hold controls for 3-5 seconds to turn on. If your issue still exists please contact us and we can provide further assistance and arrange a replacement if necessary.

Please Note: If a returned item is found to be in working order a postage fee for the cost of the items return to you will apply. Again, please check your item thoroughly as more than 70% of returns are found to be in good working order. 

Change of Mind/Incorrect Purchases

Please choose carefully when making a purchase, due to the intimate nature of our products we do not accept refunds or make exchanges on sex toys and adult products for change of mind or incorrect purchases.

Cancellation of Order Prior to Shipping 

If you choose to cancel your order after payment, you may do so only if it hasn’t been dispatched yet.

Please reach out to us right away with your order number and name in which the order was placed. Note that a cancellation fee of 30% will apply to the product(s) purchased for each cancelled order. If you have any doubts about your purchase, please contact our customer care team before completing the transaction, and we’ll be happy to assist you.

Returns Due to Incorrect Delivery Address or Non- Pick Up of Parcel

We understand mistakes happen or you're just plain busy; in the instance that an incorrect address is given at the check-out or you don't pick up your parcel from the Post Office/Carrier and your parcel is returned to our warehouse a $15 returns fee will apply. This fee is charged to us by the courier to have your parcel shipped back. Freight charges will apply to have your items reshipped back to you.

If you decide you do not want your items anymore we do offer a store credit - total store credit issued is less postage paid, restocking/administion fees of 30% & $15 return freight costs incurred to have your items returned to us by the courier. 

Why Is There a Cancellation Fee?

When an order is canceled, it incurs costs for our business and requires time for our team to handle. We understand that decisions can sometimes be made in haste, but we kindly request that you only place orders when you're certain about your purchase. If you have any questions or need assistance before completing your order, our Customer Care Team is here to help.

Product Warranties

    In some cases products will have a warranty of one year or more; in this instance, we will require a copy of your purchase receipt. Your product will be replaceable on the manufacturer's terms and conditions of replacement. 

    In the case of a return please email us with details and any photos or videos first.  We will make a determination from this as to whether your product should be returned for replacement.

    If you are not able to comply with these requirements, Sex Toys Erotica reserves the right to refuse an exchange or refund. Items on Sale will only be exchanged (not refunded).