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Refunds, Returns, and Other Sexy Logistics

aka: The part no one wants to read but everyone needs to know

Last updated: September 2025
TL;DR: Unopened/unused items → 30 days → store credit → you cover return shipping. Opened items are final sale (for hygiene) unless there’s a manufacturer defect—then we’ll test it and make it right.

We keep things fast around here.. like vibrator-on-level-3 fast. So once your order is submitted, it’s already off and running to our warehouse babes. That means your card is charged immediately and we can’t hit pause or cancel once it's in motion. Double (triple!) check your cart before checking out (especially for sizes, colors, and types) because we don’t have a rewind button.

1) Eligibility Snapshot

  • Unopened/Unused Products: Return within 30 days of purchase for store credit. Factory seals must be intact; packaging must be in original, resaleable condition (no tears, no tape-over, no glitter bomb 🙃).

  • Opened Items: Final sale due to health & hygiene laws—except verified manufacturer defects (see Section 3).

  • Lingerie/Apparel: Unworn, with original tags/liners, within 30 days → exchange or store credit.

  • Digital Downloads: 7-day refund window. If it didn’t help, tell us why—we’ll fix it or refund you.

  • Coaching Sessions: See coaching page for reschedule/cancellation; delivered sessions aren’t refundable (my time is reserved for you).

2) How to Start a Return (Unopened/Unused → Store Credit)

  1. Email: courtneyhurin@empowerotica.com

  2. Subject: RETURN + Your Order #
    Include: full name, item(s), reason, and a photo of the unopened packaging.

  3. Ship To (within 30 days of purchase):
    Courtney Hurin
    11337 Highway 7
    Minnetonka, MN 55305

  4. You’re responsible for return shipping costs. Use a trackable service; we’re not liable for lost return packages.

  5. Inspection & Credit: Once received and verified completely unopened, we’ll issue store credit (e-gift card) within 3–5 business days.

💡 Heads-up: Returns received after 30 days or with broken seals/damaged packaging will be rejected and shipped back at your expense.

3) Defective Items (Opened Allowed for Testing)

If your item seems defective out of the box:

  1. Within 30 days of delivery, email: courtneyhurin@empowerotica.com

  2. Subject: DEFECT + Your Order #
    Include: short description + clear photo/video showing the issue (and charger/cable if relevant).

  3. We’ll advise next steps. In some cases we’ll replace without a return; in others, we’ll ask you to send it in for testing.

  4. Ship To (if requested):
    Courtney Hurin — Defect Testing
    11337 Highway 7, Minnetonka, MN 55305
    Please clean the item per manufacturer instructions and include all parts/chargers.

  5. Outcome:

    • Verified Manufacturer Defect: We’ll replace the item or issue store credit. We cover the outbound shipping for the replacement.

    • No Defect Found: We’ll return the item to you; you’ll be responsible for the shipping cost back.

Not covered: normal wear/tear, water damage on non-waterproof items, damage from non-approved chargers, misuse, or modifications.

4) Exchanges

  • Defective items: replaced with the same model (or closest available).

  • Size/fit (lingerie/apparel): exchange or store credit when unworn with tags inside 30 days.

  • All other changes of mind: use the Unopened/Unused return path → store credit.

5) Non-Returnable / Final Sale

  • Opened toys, lubes, oils, and intimate cosmetics (unless manufacturer defective).

  • Clearance/“final sale” items, gift cards, and freebies.

  • ⚠️ We do NOT offer returns or exchanges for lube, oils, body products, or toys that just didn’t vibe with you. (Pun intended.) We’ll only offer a store credit for truly defective products, not buyer’s remorse. 
  • No returns on lingerie, apparel, or sexy outfits unless something arrives defective. In that case, we’ll send a replacement or store credit.

6) Order Issues (Wrong/Missing/Damaged in Transit)

Email courtneyhurin@empowerotica.com within 7 days of delivery with photos of the box + packing slip + items. We’ll fix it fast.

7) Shipping & Packaging Notes

  • Free Shipping Forever applies to new purchases (domestic, effective Sept 10, 2025).

  • Return shipping costs are your responsibility and non-refundable.

  • Use the original box or equivalent protective packaging. Include all parts, manuals, and chargers.

8) How We Issue Store Credit

  • Credits are sent as Empowerotica e-gift cards via email.

  • Usable on any future purchase; they don’t expire.

9) Pro Tips for a Smooth Return

  • Take a quick unboxing video on arrival—handy if you spot defects.

  • Test electronics ASAP (before 30 days).

  • When in doubt, email us. We’re humans, and we want you thrilled—not stressed.

10) Got the wrong thing? Missing something?

Email us at courtneyhurin@empowerotica.com within 48 hours of delivery. Send your order number and a photo of what you received, and we’ll fix it fast.

11) Changed your mind after you ordered?

Once your order is in, it’s locked and loaded. We don’t cancel orders post-submission.

BUT you may refuse the package at delivery, or send the unopened box back to us marked RETURN TO SENDER, we’ll issue a refund minus a 20% restocking fee (after confirming it’s still sealed + unused). Shipping fees are non-refundable.

12) Customer Support That Doesn’t Ghost You

You can email us anytime (we’re up late, too). Our team responds within 24 hours and we promise to keep it human, kind, and efficient.