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Returns & Cancellations

Return Policy

All lubes, lotions, leather products, safer sex supplies, health products, gender gear, and sex toys are final sale, even if the package is unopened. We guarantee that the toys you buy from us have never left the store and are fresh from the factory.

Books may be exchanged for another product or store credit within 14 days of receiving your package. Books must come back to us in good condition in order to be eligible for an exchange. 

Binders can be exchanged or returned within 14 days of receiving your order. You will be responsible for the cost of shipping it back to us (including customs fees if you are in the United States).

If you'd like some help deciding what to buy, please contact us! We're happy to help you figure out the best toy for you before you make a purchase, since you can't return something if you find that it's the wrong size, colour, shape, etc.

Order Cancellation

We can cancel an order before it's shipped out, but once it's out of our hands it's considered final sale. If you'd like to cancel an order, please call us as soon as possible at 613-235-2797. Please do not email us to cancel an order - it is very unlikely that we will see the email before your package is sent.

If you make an error when putting in your address, please get in touch with us as soon as you notice! There's very little we can do to correct an address once it has left our location. 

If we have already processed and packed your order, but not yet sent it out, we will cancel the order but you will be charged a $5 re-stocking fee. Please understand that we put a lot of love, energy and time into packing every single order: we make sure the toys are working, we wrap your items in pretty paper, we include care instructions and informational pamphlets. It's important to us that every order feels like a gift, but it takes a lot of time to do this! The same fee applies to pick-up orders.

Warranty Replacements

Every toy we send out is checked by our staff to make sure you receive exactly what you ordered, and is in good working order. This means that we check all battery operated toys before they leave the store so we know it's working before it gets sent to you.

All our vibrators come with warranties against manufacturer defects. If your vibe stops working within its warranty period, we'll gladly send you a new one once we receive the broken one. Please make sure to contact us about any toy that doesn't seem to be functioning properly, and before you send anything back. All malfunctioning toys must be returned in their original packaging with the receipt. The cost of shipping your toy back to us is your responsibility and we'll cover the cost of shipping out the replacement.

If you've purchased your item online, please send returns to:

Venus Envy Warehouse
329 Catherine St.
Ottawa ON
K1R 5T4

Before you send a toy back to us, please make sure you have followed the procedures on the care instruction sheet carefully, and make sure you have inserted the batteries correctly. If a returned toy is found to be working, we will arrange to return it to you only at your own expense. 


Store Return Policies

Ottawa: Any item purchased at the Ottawa store can be returned to our warehouse, following the instructions above.

Halifax: All toy, lube, lotion, health and leather sales are final. Malfunctioning vibrators that are within their warranty period may be exchanged for a working version of the same toy, as long as they are returned with the original packaging and the receipt. Binders may be exchanged for a different size within one week of purchase. Books may be exchanged for another product within one week of your purchase.