Refund policy

Thank you for shopping with PurpleNight.

For hygiene and safety reasons, certain items are considered final sale. Please review the policy below carefully.

1. Final Sale Policy

Due to the intimate nature of our products, most items are final sale.

We do not accept returns or exchanges for opened or used products.

This applies to:

  • Intimate products (e.g., vibrators, dildos, sex machines)
  • Lubricants, oils, creams, and personal care items
  • Lingerie or clothing
  • Large equipment and machines
  • Gift cards
  • Custom or special-order items

Unopened items may be eligible for return within 14 days of delivery, subject to approval.

2. Defective, Damaged, or Incorrect Items (7-Day Window)

If your item arrives defective, damaged, or incorrect, please contact us within 7 days of delivery.

To qualify:

  • The issue must be reported within 7 days
  • The defect must be verified as a manufacturing issue
  • Photo or video evidence is required
  • The product must not show signs of misuse or improper handling

Failure to provide required documentation may delay or prevent processing.

Resolution

For confirmed cases within 7 days:

  • A replacement will be provided as the primary solution
  • If the customer declines the replacement, a refund to the original payment method will be issued
  • If a replacement is unavailable, a refund will be issued

3. Manufacturer Warranty (After 7 Days)

After the initial 7-day period, issues must be handled through the manufacturer’s warranty.

We are happy to assist by providing contact information or helping facilitate communication.

Warranty terms and coverage are determined by the manufacturer.

4. Order Cancellations

Orders may be canceled only before processing begins.

Once an order has entered processing, cancellation is no longer possible.

If you need to cancel, please contact us as soon as possible. Cancellation cannot be guaranteed after processing starts.

5. How to Report an Issue

Please email us within 7 days of delivery:

📧 hello@purplenight.ca

Include:

  • Order number
  • Product name
  • Description of the issue
  • Photo or video evidence

We will respond as quickly as possible with next steps.