Returns and refunds
What to do when an item is damaged, incorrect, faulty or no longer wanted.
Your rights under Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law where that law applies. Nothing on this page removes or limits a right or remedy that cannot lawfully be excluded.
Report a damaged, incorrect or faulty item
Contact us as soon as reasonably possible after delivery. For faster review, include the order number, a clear description, photographs of the outer carton and relevant product area, and a short video where movement or operation is involved.
- Stop using the product if continued use could worsen the issue.
- Keep the product, accessories and packaging while the claim is reviewed.
- Do not repair, modify or dispose of the item before receiving instructions.
- Remove passwords, payment details and other sensitive information from evidence.
We may ask for reasonable troubleshooting or additional evidence. The available remedy depends on the nature of the problem and applicable consumer law.
Major and minor problems
Where Australian Consumer Law applies, the remedy for a major problem may differ from the remedy for a minor problem that can be repaired within a reasonable time. We will assess the supplied evidence and explain the proposed next step, such as repair support, replacement parts, replacement or refund.
Change-of-mind requests
Because these are intimate products, a used or opened item may not be accepted for change of mind. Made-to-order products are produced to the confirmed configuration and normally cannot be cancelled for change of mind after production begins. Contact us before returning anything. An unauthorised return may be refused or delayed.
Approved returns and refunds
If a return is approved, follow the supplied packaging and address instructions. Refunds are sent to the original payment method after the approved amount is confirmed. Financial institutions may take additional time to display the transaction.