We abide by strict health regulations and this impacts the way we process our returns and due to the nature of sex toys and other products we cannot accept returns. Before placing your order with us we remind you that we are unable to accept product returns that are of “change of mind” or do not meet your expectations.
We will gladly however replace products that are faulty. If you have received a defective item, you must ensure you contact our customer service team within 30 days, who will be more than happy to help you.
Returns of Faulty, Damaged, Incorrect Item
There may be times when you will need to return a faulty item purchased from us. Our Returns Policy is designed to assist you with your return. If you wish to return any item(s) you have purchased that are faulty, damaged, incorrectly described or the wrong item, you can return the item(s) after contacting customer service via email within 14 days from the date of delivery. The customer is responsible for the cost of an item's return, unless there was an error on our behalf. Due to the nature of couriers, it may cost more to send an item back to us than us shipping it out to you.
In this instance, postage will be incurred by Sex Toys Erotica. If circumstances require a refund to be given and you have made your purchase via Pay It Later - Afterpay, Laybuy, Zip Pay, Latitude Pay or Klarna then your product/s refund will be less the percentage charge paid by us issued by company. Postage fees paid will not be refunded.
Most problems with products are related to batteries, not a fault with the toys, so before returning an item, please ensure:
- The batteries are inserted the right way.
- The batteries have plenty of charges, preferably try a fresh set of heavy-duty batteries.
- Rechargeable batteries often lack the charge required so it's best to avoid using these.
- The plastic case around the batteries has not been removed.
- The battery compartment is done up tight where applicable.
- Hold controls for 3-5 seconds to turn on. If your issue still exists please contact us and we can provide further assistance and arrange a replacement if necessary.
IMPORTANT: If a returned item is found to be in working order a return service fee for the cost of return of the item to you will apply. Again, please check your item thoroughly as more than 70% of returns are found to be in good working order.
Change of Mind/Incorrect Purchases
Please choose carefully when making a purchase, due to the intimate nature of our products we do not accept refunds or make exchanges on sex toys and adult products for change of mind or incorrect purchases.
Returns on Lingerie, Costumes, Intimates
Please note that for health reasons, we are unable to offer an online credit or refund on lingerie items including body stockings, hosiery, thongs, g-strings, and briefs. We are also unable to offer an online credit or refund on intimate apparel and/or costumes simply because you "changed your mind". Please understand we have this policy in place to protect you, our customer and your health and wellbeing.
Cancellation of Order Prior to Shipping
Where an order has been placed and needs to be cancelled before it's been shipped, a 12% cancellation fee will apply. The fee is charged in order to cover our out-of-pocket costs. As a customer you may not be aware that we get charged certain fees regardless of an order being cancelled.
Returns Due to Incorrect Delivery Address or Non- Pick Up of Parcel
We understand mistakes happen or you're just plain busy; in the instance that an incorrect address is given at the check-out or you don't pick up your parcel from the Post Office/Carrier and your parcel is returned to our warehouse a $10 returns fee will apply. This fee is charged to us by the courier to have your parcel shipped back. Freight charges will apply to have your items reshipped back to you, in which case an invoice will be sent. If you decide you do not want your items anymore and would like a refund then we are happy to do so - a 12% surcharge will be deducted from your total order cost to cover our out-of-pocket costs, less postage costs.
Returns Policy Conditions
To expedite any returns please ensure that:
- You return the item within 14 days (inclusive) from the tracked date of delivery
- You produce your original Sex Toys Erotica invoice (receipt) when you return the item
- The item is in original condition: - With all original tags and box unopened and in an unused state.
In some cases products will have a warranty of one year or more; in this instance, we will require a copy of your purchase receipt. Your product will be replaceable on the manufacturer's terms and conditions of replacement.
In the case of a return please email us with details and any photos or videos first. We will make a determination from this as to whether your product should be returned for replacement.
If you are not able to comply with these requirements, Sex Toys Erotica reserves the right to refuse an exchange or refund. Items on Sale will only be exchanged (not refunded).
