Politique de remboursement

Last updated: 07/16/2026

This policy applies to purchases made on wickedwandas.ca and in our Ottawa store. It forms part of our Terms of Service.

The short version

Because of the intimate nature of what we sell, all sales are final once a parcel has been received, signed for, and opened.

But if something is wrong — damaged in transit, faulty, not what you ordered — tell us and we will fix it. A replacement or a refund, at no cost to you. In most cases you will not need to send anything back to us at all.

We can't say no to pleasure. If something has gone wrong with your order, we would much rather hear about it and sort it out than have you sitting at home with something that does not work.

Why we do not take goods back

This is a health, safety, and hygiene standard, not a technicality we hide behind. Any intimate product that leaves our control cannot be sold to another person. It would be destroyed.

So sending it back achieves nothing. It wastes the carbon of a second shipment, it puts you to the trouble of a trip to the post office, and it delays getting you sorted out. We would rather skip all of that and just fix the problem.

In practice, this means: when something goes wrong, contact us and we resolve it. You keep or dispose of the item. We send a replacement or issue a refund. You pay nothing.

If you would strongly prefer to send an item back, tell us and we will arrange it — but you do not need to, and we are not asking you to.

Ask us before you buy

Since sales are final, the best return policy we can offer you is not needing one.

So please ask. Sizing, materials, firmness, motor strength, lubricant compatibility, whether a thing will actually do what you want it to — call, email, or come in. Our staff answer these questions all day and none of them will make it weird. Ten minutes on the phone beforehand is worth more than any amount of policy afterward.

Damage in transit

Check your parcel when it arrives.

If the outer parcel is visibly damaged and you would rather not open it, you can refuse the delivery or mark it return to sender at any Canada Post location. Then tell us.

If you have already opened it and found damage inside, that is completely fine. Contact us. Opening the parcel does not affect your claim — you cannot inspect the contents without opening it, and we are not going to penalise you for that.

Either way, get in touch and tell us what happened. Photographs help but are not required, and we are not going to interrogate you.

We will then either:

  • send you an exact replacement, at no cost to you; or
  • refund the item and its shipping cost in full, if we cannot replace it.

You choose which, where both are possible. You do not need to send the damaged item back.

The 15-day window

Report transit damage within 15 days of receipt and the remedies above are guaranteed.

Outside 15 days, contact us anyway. Life happens, parcels sit unopened, and people get busy. We look at late reports individually and we rarely turn anyone away. The 15 days is there so we both know where we stand, not so we can shut the door on you at day sixteen. Ring, write, or drop in — whenever suits you.

Faulty goods

If an item does not work as it should, contact us before doing anything else. Many faults turn out to be a charging port, a locked control panel, or a battery contact, and our staff can often sort it out in a few minutes on the phone.

If it is a real fault:

  • Many electronic products carry a manufacturer's warranty, often longer and more generous than anything we could offer ourselves. Our staff will point you to the right registration and claim process and help you through it.
  • Where no warranty applies, contact us anyway. We assess these individually and we will tell you honestly what we can do.

We cannot help with damage caused by use, misuse, incompatible lubricants, or accident. That is the one place this policy does not bend — but ring us anyway, because the line between a fault and an accident is not always obvious, and we would rather look at it than have you assume the answer is no.

Items we cannot replace or refund

Lingerie and any garment covering an intimate area — including underwear, teddies, bras, bodysuits, and swimwear — cannot be returned, replaced, or refunded on the basis of fit or preference. This is our hygiene policy and it is standard across the industry. Faulty or damaged garments are a different matter and are covered above. If you are unsure about sizing, ask us before you order.

Gift certificates are non-refundable. They do not expire.

Workshops, events, and ticketed sessions are final sale and non-transferable. If we cancel or reschedule, you may take the new date or have a full refund — your choice. See our Terms of Service.

Order cancellations

We pack quickly, seven days a week — often within minutes of an order arriving — so if you want to cancel, tell us immediately by phone or email.

Once an order has been handed to Canada Post, it cannot be cancelled. If it has been packed but not yet collected, we can usually stop it. Because Canada Post does not collect on weekends or statutory holidays, an order packed on a Saturday can normally still be caught on Monday morning.

You will receive notice when your order reaches the post office. That is the point of no return; the waybill being printed is not.

Parcels returned to sender

Please check your address at checkout and again on your order confirmation.

  • Our error — we reship at no cost to you.
  • An error in the address you gave us, or an order that shipped before we received your cancellation — we can reship or cancel and refund the order. Original shipping costs are not refunded.
  • A correct address that came back anyway — occasionally a parcel gets stuck in the Canada Post system. We will reship to a nearby post office to stop it happening twice.

How refunds are issued

Approved refunds are processed to your original payment method within 1 to 5 business days. PayPal refunds often clear faster, typically within 1 to 2 business days. If you paid through Sezzle, we refund to Sezzle within the same window, and Sezzle then adjusts or cancels your instalment plan on their own timeline.

Depending on your bank or card issuer, it may take a few additional days for a processed refund to appear on your statement.

Where a refund covers an item damaged in transit, the shipping cost for that item is refunded with it.

Stock and short shipments

We do not backorder. Everything listed on wickedwandas.ca is genuinely in stock, either at our Ottawa store or at our warehouse in Burnaby, British Columbia. We do not list things we cannot send you.

If we get our stock levels wrong, that is our problem, not yours. We will ship the rest of your order as normal and refund the missing item in full.

Discretion

Every replacement and refund is handled with the same discretion as the original order. Nothing we send you identifies what is inside, and the return address is simply WW Inc.

How to reach us about an order

Email, phone, or visit us. Have your order number ready if you have it, but do not let a missing order number stop you from getting in touch — we can find you.

Claims are assessed individually. Our aim is a satisfied customer — if our staff cannot resolve your concern, Wanda will look at it herself.

Nothing in this policy affects your rights under the Ontario Consumer Protection Act, 2002 or other applicable consumer protection law.

Related policies

This policy is published by WW Inc. and applies to purchases made on wickedwandas.ca and at our Ottawa store.