Returns & Refunds

Returns window

We accept returns of unopened, factory-sealed products within 30 days of delivery. After 30 days, all sales are final.

Why opened products are final sale

For the health and safety of every customer, all intimate products that have been opened, used, or have a broken hygiene seal are non-returnable. This is an industry-standard policy across virtually all reputable intimate retailers in Canada and the US.

The following categories are always final sale, even if returned within 30 days:

  • Lubricants, oils, and any liquid products
  • Lingerie, hosiery, and intimate apparel
  • Condoms, douches, and personal hygiene items
  • Anything where the original packaging has been opened or the hygiene seal broken

How to start a return

  1. Email extazua@gmail.com with your order number and the item(s) you'd like to return.
  2. Wait for our reply with a return authorization (usually within 1–2 business days). Please do not ship anything back without authorization — unauthorized returns may be refused.
  3. Ship the item back to the address we provide. Return shipping is the customer's responsibility unless the return is due to our error or a manufacturer defect.
  4. Once we receive and inspect the item, we'll issue a refund to your original payment method within 5–10 business days.

Damaged or defective items

If your item arrives damaged, broken, or doesn't power on out of the box, contact us within 7 days of delivery. We'll replace it free of charge or issue a full refund — your choice.

Manufacturer warranties

Many premium brands (Lelo, We-Vibe, Satisfyer, Magic Wand, etc.) come with their own manufacturer warranty (typically 1–10 years on motor failure). If a product fails within the manufacturer's warranty period, we'll help you file a warranty claim directly with the brand.

Refund timing

Refunds are issued to your original payment method within 5–10 business days after we receive and inspect the returned item. Bank processing times may add another 3–5 business days for the credit to appear on your statement.

Questions

For any returns questions, email extazua@gmail.com.