Refund policy

Returns and Refunds Policy

At sex-toy.com.au, we want every order to meet your expectations. While we cannot accept returns for change of mind, we do offer refunds and exchanges for faulty items under our 30-day return policy.

Eligibility for Returns

You have 30 days from the day you receive your order to report any defective or incorrect items. If your item is eligible for return, we’ll provide the next steps via email. Do not return any items without prior contact, as they will not be accepted. Products outside those 30 days may be eligible for a manufacturer replacement. Contact Us to arrange.

When Returns Are Accepted

We only accept returns if the item is defective, not as described, incorrectly sized (in specific cases), or damaged. All items must be unused, in original packaging, and include proof of purchase to qualify.

When Returns Are Not Accepted

We do not accept returns for any used items or those missing their original packaging. Returns for change of mind or incorrect selection are not eligible, as per Australian Consumer Law. We also cannot accept returns on sale items or gift cards.

Health and Hygiene Policy

Due to health regulations, we cannot resell returned adult products. This policy is in place to protect all customers and maintain the highest hygiene standards. Once an item has left our warehouse, we treat it as final sale unless proven faulty.

How to Start a Return

If you believe your item is faulty, please contact us at info@sex-toy.com.au or use our online contact form. We’ll confirm if your return qualifies and send instructions on how to ship the item back to us.

Please do not send items back without prior approval. Any unauthorised returns will be rejected and not processed.

Shipping Costs for Returns

Return postage, including insurance and tracking, is your responsibility. We recommend sending all return items via registered post, as we are not liable for items lost in transit. Ensure the parcel is securely packed to avoid damage during return.

Damaged or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, contact us immediately. Send clear photos of the packaging and product to help us assess the situation and resolve the issue as quickly as possible.

Refund Process

Once we receive and inspect your return, we’ll notify you via email about the outcome. If the return is approved, we’ll issue a refund to your original payment method within 7 business days.

Keep in mind that your bank or payment provider may take extra time to process the refund. If you haven’t received your funds within 7 business days after approval, please email us at info@sex-toy.com.au.

Contact Our Support Team

If you have any questions about returns or refunds, feel free to contact our customer service team. We’re here to help you Monday to Friday, from 9am to 5pm AEST Phone +61 2 95537217. Email info@sex-toy.com.au and we’ll respond as soon as possible.