Returns & Refunds Policy
Shop with confidence. Here's how Sex Toys Australia handles change of mind returns, faulty items and refunds, in line with Australian Consumer Law.
Unopened Items
Change your mind? Return unopened items in original condition within 14 days.
Opened Items
For hygiene reasons, opened products can't be returned for change of mind.
Faulty Items
Always covered, opened or not: repair, replacement or refund under Australian Consumer Law.
Change of Mind Returns
If you change your mind, you can return an item for a refund as long as it is unopened and in its original condition, and you contact us within 14 days of delivery.
- The item must be unopened, unused and in its original packaging with all seals and tags intact.
- Return postage is paid by the customer. We recommend a tracked service, as we can't refund items lost in the post.
- Original shipping charges are not refunded.
- Once we receive the item and confirm it's unopened and in original condition, we'll issue your refund.
Opened Products Cannot Be Returned
For health and hygiene reasons, we cannot accept returns on any product that has been opened, unsealed or used, unless it is faulty. This applies to all products, including sex toys, lingerie, lubricants and personal care items. If an opened product turns out to be faulty, your rights under the Australian Consumer Law still apply. See below.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged in transit, or isn't what you ordered, we'll make it right with a repair, replacement or refund. For a major failure, you can choose a refund or replacement.
- Contact us as soon as possible after delivery, with your order number and a short description of the problem.
- Photos or a short video of the item and packaging help us resolve your claim faster.
- If we need the item back, we'll cover the return postage for faulty, damaged or incorrect items.
What Isn't Considered a Fault
Consumer guarantees cover products that aren't of acceptable quality. They don't cover damage caused after delivery, such as:
- Misuse, or use other than as described in the product instructions
- Using an incompatible lubricant, such as silicone-based lube on silicone toys
- Water damage to products that aren't waterproof, or submerging splash-proof products
- Using a charger or power source other than the one supplied
- Normal wear and tear, or cosmetic changes from use and cleaning
If you're not sure whether an issue counts as a fault, contact us. We'll always look at each claim fairly.
Your Rights Under 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 your rights under the Australian Consumer Law.
How to Start a Return
- Email us at sales@aussietoys.au or use our contact form with your order number and the reason for your return.
- We'll confirm your return and send you the return address and instructions.
- Pack the item securely and post it back to us. Please don't send items back without contacting us first.
Refunds
Once your return arrives and we've checked it, we'll email you to confirm and issue your refund to your original payment method. Depending on your bank, it can take several business days for the refund to appear in your account.
Manufacturer Warranties
Many products also come with a manufacturer's warranty. Manufacturer warranties are in addition to your rights under the Australian Consumer Law. If you need help with a warranty claim, contact us and we'll guide you through it.
Discreet Returns
Every return is handled privately by our team. Your details are kept confidential and are only used to process your return.
Returns FAQ
Can I return a sex toy if I've opened it?
Not for a change of mind. For hygiene reasons, opened or used products can't be returned unless they're faulty. Faulty products are covered under Australian Consumer Law whether they've been opened or not.
How long do I have to return an unopened item?
Contact us within 14 days of delivery. The item must be unopened, unused and in its original packaging with all seals intact.
Who pays for return postage?
You pay return postage for change of mind returns. We cover return postage for faulty, damaged or incorrect items.
My toy stopped working. What should I do?
Email us with your order number, a description of the problem, and a photo or video if you can. We'll arrange a repair, replacement or refund under Australian Consumer Law.