Return Policy
At emeraldhayley, we prioritize your satisfaction and trust. Given the deeply personal and intimate nature of our products, we do not offer exchanges or returns. This policy ensures customer comfortability and safety shopping with us, knowing that every product you receive is brand new and untouched, without exception :)
While we are committed to sourcing the highest quality and body-safe intimate products, when it comes to using any products that come in contact with your body, do your own research and use with care and at your own risk. Neither the manufacturer nor the retailer assumes any responsibility or liability for use of any products purchased through emeraldhayley.com. If you experience any pain or discomfort during use, you should immediately discontinue use of the product.
Defective Products
We recognize that occasional issues can arise in products that are completely out of your control! For this reason we do offer a 1-year warranty for any mechanical or structural faults in a product. For example if you've purchased a product with a motor, if that motor breaks down or functions incorrectly within a 1-year period, please reach out!
If you need to return a product because it's faulty or mechanically defective, or there was a mistake on our end, we'll take care of the return costs. However, please discuss and confirm the return details with us before sending anything back.
Upon receipt of the defective product, an email will be sent within 48 hours to confirm its arrival. If the product is confirmed as defective, we will offer you an identical replacement, or if a replacement is unavailable you will be issued a store-credit valid for 1 year.
(Beyond 1-year of your purchase, you can try reaching out to the manufacturer as they will occasionally accommodate a return/replacement of the product).
*Damaged packaging is not considered a product defect and is not eligible for a replacement.
To chat with our friendly team for help, or to commence a defective claim, please go to the CONTACT page.