Refund policy

Returns and Refunds Policy

What you can return, what you cannot, and how a refund is processed. This policy applies to all orders placed through sex-toy.com.au.

Key returns information You have 30 days from receiving your order to report a faulty, damaged, incorrect or misdescribed item. Contact us first; unauthorised returns are rejected. Items must be unused, in original packaging, with proof of purchase. For hygiene reasons we cannot accept change-of-mind returns on adult products. Return postage is your responsibility. Approved refunds are issued to the original payment method within 7 business days of approval. Nothing in this policy limits your rights under the Australian Consumer Law.

Your Rights Under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights. Where our policy and the Australian Consumer Law differ, the law applies.

The 30-Day Reporting Window

You have 30 days from the day you receive your order to report a defective or incorrect item.

Report it inside that window even if you cannot return it immediately. What matters is that we know about the problem in time.

Stage	Timeframe
Reporting a fault or an error	Within 30 days of receiving your order
Our response confirming eligibility	By email, after you contact us
Returning the item	Only after you receive written approval and instructions
Inspection and outcome notice	By email once the item reaches us
Refund issued after approval	Within 7 business days
Funds appearing in your account	May take longer, depending on your bank or payment provider

When We Accept a Return

We accept returns where an item is defective, not as described, damaged, or where the wrong item was sent. Incorrect sizing is assessed case by case.

To qualify, an item must be unused, in its original packaging, and accompanied by proof of purchase.

Reason for return	Accepted	Condition required
Item is defective	Yes	Unused, original packaging, proof of purchase
Item is not as described	Yes	Unused, original packaging, proof of purchase
Item arrived damaged	Yes	Report on arrival with photos of packaging and product
Wrong item sent	Yes	Report on arrival with photos of packaging and product
Incorrectly sized, in specific cases	Assessed individually	Unused, original packaging, proof of purchase

When We Cannot Accept a Return

We do not offer change-of-mind returns on adult products. The Australian Consumer Law does not require a retailer to refund a change of mind, and hygiene rules make it impractical here.

Situation	Returnable
Change of mind	No
Ordered the wrong item by mistake	No
Item has been used	No
Original packaging missing or discarded	No
Sale items, for change of mind	No
Gift cards	No
Returned without prior approval	Rejected and not processed

One important qualification. The exclusions above apply to change of mind and to condition. They do not remove your consumer guarantee rights if an item is faulty, and that includes items bought on sale.

Health and Hygiene

Returned adult products cannot be resold. Health regulations prohibit it, and the rule exists to protect every customer who orders from us.

Once an item has left our warehouse and been opened or used, it cannot re-enter stock. That is why the condition requirements above are strict rather than a matter of discretion.

How to Start a Return

Contact us before sending anything back. Returns that arrive without prior approval are rejected and not processed.

Step one. Email info@sex-toy.com.au or use our online contact form. Include your order number and a description of the problem.

Step two. Send clear photos where the item is damaged, incorrect or visibly faulty. Photograph both the product and the packaging it arrived in.

Step three. We confirm by email if the return qualifies, and send return instructions with it.

Step four. Pack the item securely and send it using the method we set out.

Return Postage

Return postage is your responsibility, including insurance and tracking.

We recommend registered post. We are not liable for items lost in transit, so a tracked service protects you rather than us.

Pack the parcel securely. An item damaged on its way back to us may not qualify once it is inspected.

Damaged or Incorrect Items on Arrival

Contact us immediately if an order arrives damaged or defective, or if you receive the wrong item.

Photographs make this far quicker to resolve. Send clear images of the outer packaging as well as the product itself, since damage in transit usually shows on the box first.

How Refunds Are Processed

Once your return reaches us it is inspected, and we notify you of the outcome by email.

Approved refunds are issued to the original payment method within 7 business days. We cannot refund to a different card or account.

Your bank or payment provider may take additional time to post the funds. If nothing has appeared 7 business days after we confirm approval, email info@sex-toy.com.au and we will follow it up.

Items Outside the 30-Day Window

A product that develops a fault after 30 days may still qualify for a manufacturer replacement. That depends on the brand and the warranty attached to it.

Contact us with your order number and a description of the fault, and we will tell you what the manufacturer offers.

Contacting Our Support Team

Detail	Information
Email	info@sex-toy.com.au
Phone	+61 2 9553 7217
Online	Our contact form
Hours	Monday to Friday, 9am to 5pm AEST

Related Information

Delivery timeframes are set out in the shipping policy. How we handle your data is covered by the privacy policy, and the wider conditions of sale sit in our terms of service.