Refund policy
REFUND & RETURN POLICY
We understand that sometimes a purchase isn't quite right. Because Smukke House carries professional skincare, beauty technology, intimate wellness products and specialty furniture, return eligibility varies by product category.
Please review the conditions below before making your purchase.
SKINCARE & BEAUTY
Smukke House accepts eligible returns within 7 days of delivery, provided the product is in its original condition and packaging and is unopened, unused and undamaged.
To request a return, email info@smukkehouse.ca within 7 days of delivery and include your name, order number, the product(s) you wish to return and the reason for your return.
Returns must be approved before being sent back to us. Products returned without authorization may not be accepted.
Once an eligible return has been received and inspected, a refund or store credit will be issued within 30 days.
Original shipping charges are non-refundable. Customers are responsible for return shipping costs unless the item received was incorrect, damaged or defective.
We strongly recommend using a tracked and insured shipping service. Smukke House is not responsible for returns lost or damaged in transit.
BEAUTY TECHNOLOGY & DEVICES
Beauty devices and technology may be returned within 7 days of delivery only if they remain unopened, unused and in their original sealed packaging.
Once opened or used, beauty devices are not eligible for return or exchange unless the product is confirmed to be defective.
Manufacturer warranties may apply to certain devices. Where applicable, Smukke House may assist with a warranty claim or direct you to the applicable manufacturer or authorized distributor.
THE SACRED ROOM
For health, hygiene and safety reasons, intimate wellness products are final sale and cannot be returned or exchanged.
This includes, but is not limited to:
- Vibrators, massagers and intimate devices
- Wearable and app-controlled devices
- Couples products
- Anal products
- Restraints and intimate accessories
- Lubricants, massage oils and other intimate body products
- Other products intended for intimate or personal use
This applies even if the product has not been opened or used, except where otherwise required by applicable law.
Please review product descriptions carefully before purchasing. If you would like assistance choosing a product, we encourage you to contact us before placing your order.
Final sale does not affect our process for products that arrive damaged, defective or incorrect. Please see Damaged, Defective or Incorrect Items below.
INTIMACY FURNITURE & OVERSIZED ITEMS
Intimacy furniture, positioning products and other oversized or special-order items are final sale and are not eligible for return or exchange, except where an item arrives damaged, defective or incorrect.
Many of these products ship directly from our Canadian distribution partners and may have different processing and delivery timelines from other Smukke House products.
Once an order has entered processing with a supplier, it may not be possible to cancel or modify it.
Customers are responsible for ensuring that product dimensions, colour, intended use and delivery requirements are suitable before ordering.
Please inspect furniture and oversized items promptly upon delivery. If an item arrives damaged or incorrect, contact Smukke House within 48 hours of delivery with clear photographs of the product, packaging and shipping label.
Please retain the product and all original packaging while your claim is reviewed.
SALE & CLEARANCE ITEMS
Products purchased during sale or clearance events are final sale unless otherwise stated.
GIFTS WITH PURCHASE & COMPLIMENTARY ITEMS
Orders that include a gift with purchase may be considered final sale where indicated at the time of purchase.
Where an eligible return includes complimentary samples or gifts, all unopened and unused promotional items must also be returned.
If a complimentary item or gift is not returned, or has been opened or used, its retail value may be deducted from the refund or store credit.
CANCELLATIONS
If you wish to cancel an order, email info@smukkehouse.ca as soon as possible and include your name and order number.
We will make every effort to accommodate your request; however, submitting a cancellation request does not guarantee that an order can be cancelled.
Orders that have already shipped or entered processing with a third-party supplier may not be cancelled.
Sacred Room products, furniture, special-order items and other final-sale products remain subject to their applicable final-sale terms.
UNDELIVERABLE OR REFUSED PACKAGES
Orders returned to Smukke House because they were refused or deemed undeliverable may be refunded once the merchandise has been returned and inspected, provided the products would otherwise qualify for return under this policy.
Original and return shipping costs, as well as applicable carrier or transaction charges, may be deducted from the refund.
Final-sale products remain final sale and are not made returnable because delivery was refused or could not be completed.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If your order arrives damaged or incorrect, please contact info@smukkehouse.ca within 48 hours of delivery.
Please include:
- Your name and order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging and shipping label where applicable
- The product lot or serial number where applicable
Please retain the product and all original packaging while your claim is reviewed.
Depending on the product, nature of the issue and applicable manufacturer or distributor requirements, an eligible claim may result in replacement, exchange, repair, warranty assistance or refund.
Do not discard or return a damaged or defective product unless instructed to do so by Smukke House.
For incorrect items, Smukke House will provide return instructions where required. Incorrect products must remain unused and unopened.
SACRED ROOM PRODUCTS
If an intimate wellness product appears to be defective, please do not return or mail the product to Smukke House unless we specifically instruct you to do so.
For health and hygiene reasons, opened intimate products should not be returned without prior authorization.
Photographs, video, serial numbers or other information may be required to assess the issue or facilitate a manufacturer or distributor warranty claim.
ALLERGIC OR ADVERSE REACTIONS
Individual sensitivities and allergic reactions can occur with skincare and personal-care products.
Customers with known sensitivities or concerns about ingredients should review the complete ingredient list and consult an appropriate healthcare professional before use.
Smukke House offers online skincare consultations to assist with product selection; however, these consultations do not replace medical advice.
Information regarding ingredients, product use and manufacturer claims is provided by the applicable manufacturer or distributor.
If you experience a reaction, discontinue use and seek appropriate medical advice where necessary.
Because individual reactions cannot always be predicted, opened or used products are not eligible for refund solely on the basis of an allergic or adverse reaction, except where otherwise required by law or approved through a manufacturer or distributor claim.
If a manufacturer or distributor agrees to review a reaction, photographs, product lot numbers, proof of purchase and other information may be required.
RETURN CONDITIONS
Smukke House reserves the right to decline a return that does not meet the conditions of this policy.
Products returned opened, used, damaged or otherwise ineligible for return will not be refunded and may be returned to the customer at their expense.
Repeated or unusual return activity may be reviewed before additional returns are authorized.
Items received as an exchange are final sale.
Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable Canadian consumer protection laws.
REVISIONS
Smukke House may update this Refund & Return Policy from time to time. Changes become effective when the revised policy is posted on our website.